Frequently Asked Questions

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

100 Day Free Trial

Actions speak louder than words. Whereas claiming how great our product is, we pick the easiest way to show you how great they are – 100 Day Free Trial. We believe that you won’t go back to “normal” luggage after experiencing the joys of Departure Luggage. Take your time to live with it for 100 days then make the decision!

All of our The Original and The Essential collections are applied to "100 Day Free Trial".

"No Questions Asked" is our promise to you. We totally understand that you can only be sure that you like the product or not when you play with the product for a while. Therefore, any feedback you provide to us will only support us to improve our customer experience on a constant basis but will NOT affect your returns in anyway.

You only need to call us at +66 2 115 9008 or drop us an email at support@departure.co.th, then our Team will guide you through the steps.

You journey with us has just begun after your 100 Day Free Trial. Every Departure Luggage comes with a warranty program including an 1-year Free Exchange if the shell is broken, 5-year Free Repairing for all functional parts and lifelong Free of charge for manufacturing defects in material and craftsmanship. Therefore, you have nothing to worry about.

There are some scenarios you should pay attention to that are not eligible for return, if:
• You don’t return the product to us in the original condition and in the original packaging.
• Your item has been customized.
• Your order consists of 20 or more individual items; or you purchase more than 50 items within a 6-month period (applies to both individual and corporate customers).
• You have already returned the product once previously.

The only thing we ask you to help is to pay for the return shipping. However, we are also happy to see you in our stores and we will take your return from there.

We will let you know if your return fails. In this case, you will need to pay for the shipment back to your address. Once you have made the payment of shipment, we will send the item back to you within 2-5 working days. Our Team will ONLY email you the payment information but NOT ask for your payment information by phone calls.

Payment

เราไม่เก็บข้อมูลบัตรเครดิตของคุณ หากรายการสั่งซื้อของคุณเสร็จสิ้นแล้ว ข้อมูลบัตรเครดิตของคุณจะส่งไปยังผู้ให้บริการช่องทางการรับชำระเงินออนไลน์โดยตรงในขั้นตอนการชำระเงิน การทำธุรกรรมบัตรเครดิตกับ Departure ทุกครั้งเกิดขึ้นในสภาพแวดล้อมที่ปลอดภัย ข้อมูลบัตรเครดิตของคุณได้รับการปกป้องจาก PCI DSS Compliance (The Payment Card Industry Data Security Standard)

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

Shipping & Delivery

คุณสามารถตรวจสอบสถานะการสั่งซื้อได้ตลอด โดยคลิก
•  บัญชีของฉัน บนแถบควบคุมการทำงาน  
• ติดตามสถานะการสั่งซื้อได้จากข้อความท้ายหน้า หรือที่นี่
เมื่อคุณทำรายการสั่งซื้อเสร็จสิ้น คุณจะได้รับการแจ้งเตือนการจัดส่งผ่านอีเมล / SMS ซึ่งคุณจะสามารถตรวจสอบสถานะการจัดส่งออนไลน์ได้

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

ถ้าคุณต้องการส่งคืนสินค้า กรุณาส่งคำขอของคุณมายังทีมดูแลลูกค้า โดยคลิกที่นี่ ทีมของเราจะช่วยคุณในการส่งคืนสินค้า

Warranty

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 repair 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 repair service to make sure your trip will not be delayed. Most of the repair 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.