Customer Service Menu
1. SHOPPING HELP
Samsonite Philippines delivers nationwide to select locations. Certain areas are not covered due to delivery limitations.
What is the shipping policy?
Samsonite Philippines uses Acommerce, Inc.’s service for delivery in The Philippines. Standard delivery is free within The Philippines (subject to change without prior notice) and takes between 3 – 7 calendar days in Metro Manila and 5 – 12 calendar days outside Metro Manila. To find out more read our Payment and Delivery policy.
How do I place an order?
You can place an order if you are an adult aged 18 or over. The ordering process consists of the following steps:
· Add the products you want to purchase to your cart;
· Select your delivery method and enter the delivery address;
· Enter your billing address together with the payment information;
· You will be asked to accept the Terms and Conditions;
· Before you submit your order, you will be given the opportunity to review your selection and check the total price of your order.
We will send you an email confirming receipt of your order once it has been submitted. As soon as the goods are shipped, you will receive a shipping notification email. All orders are subject to availability of the products at the time of dispatch.
When will my order be dispatched?
We strive for all orders to be dispatched directly from our warehouse on the next business day, after processing your payment.
How long does delivery take?
Items will usually be received within 3 to 12 calendar days of dispatch, depending on your location in The Philippines. There may be times when there are unexpected delays and while this is outside of the control of Samsonite Philippines, we will resolve any dispatch delays as quickly as possible.
How do I track my order?
Tracking information is provided through Acommerce, Inc. Once your order is dispatched you will receive a tracking number which can be used to check the status of your order at any time in the Website.
What if I am not at home to receive my order?
If you are not at home during delivery, Acommerce, Inc. will make up to three delivery attempts, excluding Sunday and holidays. When the third and final delivery attempt has been made and there is still no one to accept the item, Acommerce, Inc. reserves the right to return the package to Samsonite Philippines.
How do I cancel my order?
In order to meet our commitment to you to ship your order as quickly as possible, we cannot cancel or change an order once it has been placed. Please make sure all orders are final before confirmation. No cancellation requests are allowed once an order has been placed.
What is the returns policy?
We only accept return requests for goods purchased on the Website. For returns of products purchased from another retailer, please contact the original store of purchase.
For full details please see our Returns Policy.
Where can I find a store near me that sells Samsonite Philippines?
Samsonite Philippines has Authorized Resellers nationwide. To find your closest retailer, see the Store Locator here.
What are the payment options available?
Payment can be made by Visa or MasterCard credit or debit cards, Bancnet, Gcash, over-the-counter, Cash on Delivery (COD), and any other methods which may be clearly advertised on the Website from time to time.
I don’t know if my order was successfully completed
Once an order is successfully submitted you will receive a confirmation email with an official tax invoice. If you don’t receive an email, please contact our Customer Service team. Please be sure to check your junk mail folder first.
2. KEYS, LOCKS AND SPARE PARTS
I didn’t receive a key with my luggage?
Most Samsonite luggage comes with a fixed TSA (Transport Security Administration) combination lock. You will need to set the combination on the lock to secure the suitcase, there is no key. There is a keyhole, however this is only for TSA officers to open and close the lock for luggage inspection. Luggage locks approved by the TSA have a universal master key that will open the locks. Only the TSA have a copy of this master key.
How do I set my combination code?
You must have the lock set on your original combination. All locks are set to a default of 0-0-0 at the factory. Click here to find the step-by-step process for each lock variation.
How do I unlock my combination lock when I forgot the combination?
Unfortunately, once a lock’s combination is set, there is no way to recover or override it. Sometimes the simplest solution is often overlooked. If your lock is a 3-digit combination lock, and if you have about 30 minutes to spare, then please try all of the possible combinations from 000-999 (000, 001, 002, 003 through to 999). You may think this will take a long time, but it should not take you more than 30 minutes and if the first digit of your forgotten code starts with a 0, 1, 2, or 3…then it will take significantly less than 30 minutes.
Otherwise, you are going to need assistance from a Samsonite Philippines Authorized Repair Center to unlock your combination lock. To locate the nearest Repair Center, please click here.
How do I order replacement parts?
Please make sure you note the full product code, found on the warranty certificate or inside the product and contact us.
3. WARRANTY AND REPAIRS
What warranty does my Samsonite Philippines product come with?
Samsonite Philippines guarantees all its products against any manufacturing defects, covering materials and workmanship, for the length of time stated in the warranty. The specific warranty period for each item is listed on the product details page.
To comply with the terms and conditions of the warranty we ask that you have a Samsonite Philippines Authorized Repair Center repair your luggage. While any qualified luggage repair facility can care for your luggage, only Samsonite Philippines Authorized Repair Centers are authorized to carry out warranty repair work. To locate the nearest Repair Center, please click here.
4. ACCOUNT INFORMATION
How can I access or change my account details?
Click here to access your account. You will need your email address and password.
What if I have forgot my password?
If you have forgotten your password please click here and enter your email address. We will send you an email with the information needed to reset your password.
Is my personal data safe if I create an account?