Ordering
How do I place an order?
Placing an order is simple. If you are 18 years or older, you can complete your purchase by following these steps:
You will receive an email confirming your order once it has been submitted. When your items have been dispatched, you will receive a shipping confirmation email. All orders are subject to product availability at the time of dispatch.
How do I cancel or change my order?
Because we aim to dispatch orders as quickly as possible, we are unable to cancel or modify an order once it has been placed. If you need assistance, please contact us immediately at 08 8340 1600, and our Customer Service team will check the status of your order and assist where possible. Please note that we cannot guarantee that we will be able to stop the order before it ships.
What payment methods do you accept?
We accept Visa, MasterCard, PayPal, Afterpay and Apple Pay. If your preferred card or method is not listed, please contact us, and we will do our best to assist.
I received an error while placing my order. What should I do?
Please ensure that all details, including your name, address, phone number and payment information, are entered correctly.
If the issue continues, please contact us at reception@courierluggage.com or use our Contact Us form, and our team will help resolve the issue.
I’m not sure if my order was completed.
You will receive a confirmation email with an official tax invoice when your order is successfully submitted.
If you have not received an email, please check your junk folder. If it is not there, please contact our Customer Service team for assistance.
Delivery
When will my order be dispatched?
Orders are generally dispatched on the next business day after your payment has been processed.
How long does delivery take?
Delivery times vary depending on your Australian location and whether you choose standard or express shipping.
For more information, please refer to our Payment and Delivery page.
Occasionally, unforeseen delays may occur. While these are outside our control, we will work to resolve any dispatch delays as quickly as possible.
How do I track my order?
Once your order has been dispatched, you will receive a tracking number from Australia Post.
You can use this number to track your parcel at any time via the Australia Post website.
What happens if I am not home when my order arrives?
If you are not home, Australia Post will leave a card with instructions for collection. Your parcel will typically be available for pick-up from your local post office. Please bring the card and photo identification.
Note: Some post offices have limited holding periods before returning parcels to the sender.
Where do you deliver?
We deliver Australia-wide, including regional areas.
We are unable to ship outside of Australia, including Christmas Island and Norfolk Island.
Returns
How do I start a return?
To initiate a return, please visit the CL Group Returns Centre, enter the email used for your purchase and follow the instructions to receive your return label and shipping details.
What is your return policy?
We accept returns of unused items within 15 days of receiving your order.
Returned items must:
We reserve the right to reject returns that show signs of use.
Non-returnable items:
If you are unsure whether your item is eligible for return, please contact us at reception@courierluggage.com with your order number.
Are returns free?
Return shipping is not free; however, we offer prepaid return labels at discounted rates.
Do you issue refunds?
Yes. Refunds are issued to your original form of payment once your return is received and approved.
Alternatively, you may choose an Instant Refund Voucher for use on our website.
Gift returns will be refunded to the original purchaser unless store credit is requested.
When will I receive my refund?
Refunds are processed as soon as the returned item is received and approved.
Do you offer express shipping?
Yes. Express shipping is available at checkout.
Orders placed before 12 pm AEST are processed the same business day.
Orders placed after 12 pm or on weekends will be processed the next business day.
Do you ship to P.O. boxes?
No. We are unable to deliver to P.O. Box addresses. Orders placed with a P.O. Box may be delayed or cancelled.
Warranty
What if my bag is damaged during airline handling?
If your luggage is damaged during transit, please submit a claim directly with the airline before leaving the airport or within the timeframe specified by the airline.
Does my purchase come with a warranty?
Yes. CL Group products are guaranteed against manufacturing defects in materials and workmanship for the warranty period stated on each product page.
Sample sale items are sold as-is and are not covered by warranty.
To start a claim, please visit our Warranty page.
Where can I have my luggage repaired?
Repairs must be completed by an authorised repair centre. To find your nearest location, please visit our Repair Centre page.
Do you offer replacements or spare parts?
We replace items only when a manufacturing defect is confirmed. Damage caused by wear and tear, misuse, negligence or transport (including airline handling) is not covered.
Unfortunately, we do not provide spare parts.
How do I file a warranty claim?
You can start your warranty claim by emailing reception@courierluggage.com, and our team will assist you.
Do I need to register my warranty?
No registration is required. Please retain your receipt or proof of purchase for any warranty claims.
Product Information
How do I set my TSA frame lock?
(Instructions remain the same as provided.)
How do I set my TSA combination lock?
(Instructions remain the same as provided.)
How do I reset my lock?
Please email a photo of your lock to reception@courierluggage.com. We will respond within 2-3 business days, excluding the weekends.
If urgent, you may try all combinations from 000 to 999.
I lost the key to my lock. What should I do?
TSA keyholes are for TSA use only.
If your product included keys, please email a photo to reception@courierluggage.com for assistance.
How do I know if my lock is TSA-approved?
TSA-approved locks feature a red diamond logo.
Will my bag be accepted as a Carry-on?
Carry-on size limits vary by airline. Please check your airline’s requirements before travelling.
Our carry-ons are designed to meet most airline standards, but overpacking may cause your bag to exceed size limits.
Do I get a refund if my carry-on is too large for my airline?
No. Airlines will determine luggage sizes and limits, and these vary. We recommend checking size requirements before travelling and purchasing.
Can I wash my bag?
We do not recommend machine washing.
To clean your bag, wipe it with a damp cloth only or follow the instructions available on the product's sewn-in label or packaging.
Other
Where are you based?
We are based in Adelaide, South Australia, with an office in Sydney.
Where can I buy your products in-store?
Please contact us at reception@courierluggage.com or call 08 8340 1600, and our team will direct you to a stockist.
We recommend purchasing products online as we do not sell products in-store.
I would like to stock your products. How can I enquire?
Thank you for your interest. Please contact reception@courierluggage.com, and our team will assist you.
