At Zime Luggage Sales, we stand behind the quality of our premium luggage collections just as we stand beside you on your global travels. If your purchase doesn’t meet your expectations, our straightforward returns process ensures we make it right with the same efficiency as our Express Delivery service.

Our Returns Promise

We accept returns within 15 days of delivery for most items in our collections, including:

  • Cabin Luggage (56×45×25cm)
  • Medium and Large luggage pieces
  • Extra-Large suitcases
  • Hard-Sided and Soft-Sided Luggage
  • Complete Luggage Sets

Important Exceptions

For hygiene and safety reasons, we cannot accept returns on:

  • Luggage that shows signs of use (scratches, dirt, or wear)
  • Items missing original tags or packaging
  • Personalized or monogrammed luggage

How to Return Your Item

Step 1: Initiate Your Return

Contact our customer service team within 15 days of receiving your order:

Return Request Template:

Subject: Return Request – [Order #12345]

Dear Zime Luggage Team,

I would like to return the following item(s) from my order #12345:

– [Product Name & Size]

– [Reason for Return]

Please advise on the return process and provide the necessary return authorization.

Best regards,

[Your Full Name] [Your Contact Information]

Step 2: Package Your Item

Once your return is authorized:

  • Repackage the item in its original packaging with all tags attached
  • Include a copy of your order confirmation or packing slip
  • Securely seal the package – we recommend using protective materials similar to how we ship our Hard-Sided Luggage collections

Step 3: Ship Your Return

Send your return package to:

Zime Luggage Returns
93 English Street Bridge Street
Carlisle, GB CA5O 2TR
United Kingdom

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error. We recommend using a trackable shipping service.

Exchange Process

For exchanges (size or style changes):

  1. Follow the same return process above
  2. Clearly indicate in your email that you’re requesting an exchange and specify your preferred replacement item
  3. Once we receive your return, we’ll process your exchange and ship the new item
  4. Additional shipping charges may apply depending on the new item’s value

Refund Information

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Refund Timeline:
    • Credit/Debit Cards: 5-10 business days after processing
    • PayPal: 3-5 business days after processing
  • Deductions: Original shipping costs are non-refundable unless the return is due to our error

International Returns

For customers outside the UK:

  • Mark the package as “RETURNED GOODS” to avoid customs charges
  • We cannot refund any original customs duties or taxes
  • Return shipping costs may be higher than domestic returns

Questions?

Our customer service team responds “faster than a boarding call” – contact us at [email protected] with any questions about our returns policy.

We appreciate your trust in Zime Luggage Sales and strive to make every aspect of your journey with us – including returns – as smooth as possible.