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FAQ's

Forgotten your lock combination?

How do I unlock my combination lock when I forgot the combination?

Unfortunately, once a lock’s combination is set, there is no way to recover or override it. Sometimes the simplest solution is often overlooked. If your lock is a 3 digit combination lock, and if you have about 30 minutes to spare, then please try all of the possible combinations from 000-999 (000, 001, 002, 003 through to 999). You may think this will take a long time, but it should not take you more than 30 minutes and if the first digit of your forgotten code starts with a 0, 1, 2, or 3…then it will take significantly less than 30 minutes.

Otherwise, you are going to need assistance from a Samsonite Authorised Repair Centre to unlock your combination lock.

Delivery

Where is my order shipped from?
All orders are sent from the Carry Luggage store located in Wairau Valley, Auckland.

I live overseas, do you deliver internationally?
Unfortunately, we do not offer international shipping.

How much does delivery cost?
We offer free delivery on all orders with carry.

Can you gift-wrap my order?
Yes, we can! We offer gift-wrapping service at no extra charge. Please reply to your order confirmation email and ask for gift wrapping and we will sort it for you.

Which courier provider do you use for deliveries?
All our online orders are processed and shipped with NZ Couriers.

Do you offer Click & Collect?
Yes, you can collect your order from our store located at Shop 15, 18 Link Drive, Wairau Valley, Auckland, 0627. Just select the pick-up option at checkout if you would like to collect your order.

Payment Options

What are your online payment options?
We accept payment via credit card (including American Express) debit card, PayPal, and bank transfer. Cash payments are available in-store only.

Returns

I received my order, but I have changed my mind. Can I return it?

Yes, we offer a 100-day return policy on all online and in-store purchases. For more information, please see our returns policy page.

My order was damaged in transit. What can I do?

If your order was damaged in transit, please contact our Customer Care Team within 48 hours of receiving your purchase. For more information, please see our returns policy page.

Store Location

Where is your store located?
Our Carry Luggage store is located at Unit 15, 18 Link Drive, Wairau Valley, North Shore, Auckland.

Store Hours

What are your store’s opening hours?
We open the store daily. Monday – Friday 9am-5pm and Saturday and Sunday 10am-4pm. We are closed on public holidays.

Dispatch Information

Ships 2-4 days – we pick these products up from our local suppliers twice a week and then send to you.

Ships 5-8 days – we order these products from our suppliers in Australia twice a week and then send to you on the same day they arrive in our store.

Special Order – This product is ordered as a one off with our European suppliers. They can take a few months to arrive. When you purchase we will be in touch with you within 24 hours to discuss.

Pre-Order - This product is currently out of stock or soon to be released by our supplier. Buying today will secure your order from our first delivery. We would usually expect these products to be in our store within 10-14 days. When you purchase we will be in touch with you within 24 hours to discuss.

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