Wherever your travel takes you,
our customer care team is 24/7 on hand.
our customer care team is 24/7 on hand.
Check out our FAQ below, or drop us a line at your convenience to firstname.lastname@example.org.
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!
"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 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.
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.
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.
Please be assured that 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 )
No. Unfortunately, once the order has been placed, you may not change your payment method.
Shipping & Delivery
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.
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
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.