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FAQ

Do you have any questions? We have the answers. Whether you are looking for information on shipping times, returns, product care, or what makes our glasses so special to use, you are in the right place.

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Payments & Security

  • Yes, the security of your data is an absolute priority for us. All transactions are encrypted using the highest security standards (SSL/TLS).

  • We accept credit/debit cards (Visa, Mastercard, American Express) and PayPal.

  • You can find more details on payment methods and order processing during the check-out procedure or in our Terms and Conditions of Sale.

  • No, we do not accept cash on delivery payments.

Orders and Shipping

  • Is there anything we can do to change your mind?
    If you have made your decision, no problem! Cancelling your online order is simple. Contact our online customer service as soon as possible, or fill out the form found on this page.

  • Delivery times depend on the selected destination. You will find a detailed estimate of the times during the check-out phase or further details here.

  • Shipping costs depend on the products ordered and the destination country; you will find them in your cart once you enter the shipping address at check-out. You can read more about shipping here.

  • Yes, shipping is always free for all deliveries in Italy (Zone 1). You can read more about shipping here.

  • Yes, we ship worldwide via express couriers and international services. If your country does not appear among those available at checkout, you can contact us via the form on the website and we will indicate the best solution for you to receive your Crash Baggage.

  • Yes, of course, we would be happy to help you. Contact us by filling out the form here.

Warranty and Repairs

  • Unfortunately, when you're a frequent traveler, it happens! The legal warranty covers only manufacturing defects and does not cover any damage resulting from improper use. Accidental and consequential damage attributable to third parties is not covered by the warranty. For more information on how to resolve damage caused by third parties (such as those caused by transport companies, etc.), see here.

  • Every Crash Baggage product released globally is covered by a 2-year international warranty starting from the date of purchase. This warranty is valid if you provide the receipt, invoice, or digital order confirmation when filing a claim during the 2-year warranty period. The legal warranty covers exclusively manufacturing defects and does not cover any damage resulting from improper use.

    Furthermore, Crash Baggage offers a five-year warranty on the following accessories, subject to the availability of spare parts:

    • Wheels
    • Handles
    • Trolley system
    • TSA lock (the Crash Baggage warranty does not cover forgotten combinations; it applies only to manufacturing defects).

  • In the event that an air carrier handles your luggage improperly or subjects it to overloading, causing it to break, you must file a complaint promptly at the airport's baggage claim area. Airlines are insured against damage to passengers' luggage.

Returns and Refunds

  • Yes, of course! You have the right to return the product at no cost within 30 days of receiving the goods or the date of purchase from an authorized retailer and request a full refund, provided the goods are intact, unused, and undamaged. The refund amount does not include shipping costs incurred by the seller or the customer. To proceed with a return or for more information, please fill out the return form here.

  • You have 30 days from the date you receive the goods.

  • Return costs (return shipping): These are to be paid by the customer.

    Initial shipping costs: Any shipping cost incurred at the time of the original purchase will not be refunded (the refund covers only the cost of the product).

My Crash

  • We have created a security system that allows you to check whether your product is fake or not. By registering here your unique serial number, which can be found on the hologram sewn inside the suitcase pocket, you ensure that your product is a genuine and authentic Crash Baggage product.

    If you have any doubts about the originality of the product you are about to purchase, contact us and we will help you!

  • Haven't done it yet? Hurry up!

    Registering your Crash Baggage is simple. Just find your unique serial identification number – on the hologram sewn inside the suitcase pocket – and go to our registration page where you can fill out the form.

  • It's very simple: just read the following explanation!
    To open the TSA lock:

    1. Set the lock to the 0-0-0 combination and press the reset button with a pen or a pointed object
    2. While holding the button down, turn the numbered wheels and set your preferred combination
    3. Slide the small bar on the side. The reset button will pop back out and your new combination will be set.

    Memorize your personal combination!

  • Here is a short guide on how to set the combination of your Crash Baggage padlock. We strongly advise you to remember your secret combination. Even better, write it down and keep it in a safe place: this will help you avoid a lot of trouble if you forget it!

    1. Set the lock to the 0-0-0 combination and press the reset button with a pen or a pointed object
    2. While holding the button down, turn the numbered dials to set your preferred combination
    3. Slide the small bar on the side. The reset button will pop back, and your new combination will be set.

    Commit your personal combination to memory!

  • TSA uses a combination. It can be opened with a physical key only by airport agents (e.g., in the United States and Canada) to perform checks without forcing or damaging the lock.

  • It is very important that once you have chosen your secret combination, you keep it in a safe place.
    Believe us: we have forgotten many!

    There are two scenarios:

    1) Good news: if the internal compression straps are left outside the suitcase, we can send you a new TSA lock, which you can easily replace yourself.

    2) Not-as-good news: if the compression straps are left inside the suitcase, you will have to send it to our service center, where we will resolve the issue. In this case, you will be required to cover the shipping costs. We hope this does not happen! Take our advice and keep your secret code safe!

  • Yes, of course! Remember that Crash Baggage offers a five-year warranty on the following accessories, in case of damaged or defective parts, subject to availability:

    • Wheels
    • Handles
    • Trolley system
    • TSA lock

    To speed up the process, please contact us by filling out the form on this page.

  • Are you sure you want to do that? Every new scratch on your suitcase represents a memory, and it would be a shame to remove it. This is the Crash Baggage philosophy.
    But don't worry, all our suitcases are made of 100% polycarbonate and you can clean them with simple ethyl alcohol. It's up to you!