Frequently Asked Questions

Check out our FAQ below, or drop us a line at your convenience to
We’ll get back to you as soon as possible.


We do not retain your credit card information after your order is completed; it is submitted directly to our payment gateway partners for payment processing. Every credit card transaction on Departure occurs within a secure environment. Your card details will be protected using the PCI DSS Compliance (The Payment Card Industry Data Security Standard ) used by Omise.

No. Unfortunately, once the order has been placed, you may not change your payment method.

Shipping & Delivery

You can always check the status of your order by clicking on:
•  My Account in the navigation bar,
•  Track my order in the footer below, or here.
Once you have placed an order, you will receive a shipment notification through email / SMS which will allow you to check your delivery status online.

We currently ship everywhere in Thailand. If you don't live in Thailand but still love our products so bad, drop us an email by clicking here and let us help you.

Yes. If you meet one of the condition below, you can enjoy the free shipping!
•  Buy at least 1 luggage
•  Spend 8000฿ or more
Note: The free shipping condition may be affected by promotions.

Please drop your request to our customer care team by clicking here and we will make the changes for you. The order information cannot be changed once we ship out your order.

You will receive your order in 2-5 working days after you have received the order confirmation email / SMS. This timeline might be longer if you have ordered outside of Thailand.

Return & Exchange

If you want to return a product, feel free to drop your request to our customer care team by clicking here and our team will assist in returning your order.


Your Departure luggage is covered by our Premier Warranty.

1-year FREE Exchange
 – You can get a brand-new luggage with the same SKU as you purchased if the shell is broken within the first year of purchase.

5-year FREE Repair – We offer 5-year FREE of charge repairing for functional parts. The damage of functional parts which caused by carriers (e.g. Airlines) are included.

Lifelong FREE Defects – We offer lifelong FREE of charge for manufacturing defects in material and craftsmanship. ‘Lifetime’ is defined as the lifetime of the product not of the purchaser.

Lifelong On-demand Parts Repair – Most of the luggage parts will never be short for a lifelong period.

Short Repair Time: We provide short repairing service to make sure your trip will not be delayed. Most of the repairing will be done within 10 business days.

Shipping Fee for Repair: You are responsible for the fee of shipping your bag to us or bring it to our store. However, we will ship your bag back to you FREE of charge.

Click here for more details.