FREQUENTLY ASKED QUESTIONS (FAQ)
We have compiled a list of answers to the most frequently asked questions in the FAQ section. Please contact us if you have any further questions.
SHIPPING & DELIVERY
Is it possible to pick my item up at a physical location?
At this moment we are selling online only, shipping directly from the warehouse. We therefore do not have a visitors adres where you can pick up.
How much are the shippingcosts to my country?
To keep the costs for you as low as possible, Lanquet is shipping eco-friendly. Because of this we are able to ship all our suitcases to our clients for free.
International shipments may incur additional customs duties and taxes upon arrival, as required by the customs regulations of the destination country. These charges are not included in the price on our website.
Although the customer is responsible for paying these customs duties and taxes, we are happy to offer you a partial cashback in this case. Please send us a message with your order details and proof of payment of the custom duties and taxes to firstname.lastname@example.org, and we will refund the same amount as the customs fee to you.
How to install my V8 lock?
To install your V8 lock you can check out this short video.
How to install my V12 lock?
To install your V12 lock you can check out this short video.
How do I care for my Lanquet suitcase?
Please take note of the following suggestions to keep your Lanquet suitcase in great condition: Use a non-abrasive sponge or moist cloth with clean water to remove dust or other debris. A straightforward alcohol, such isopropyl, can be used to remove stubborn or sticky residue in a safe manner.
We like to think of any deep dents or scratches as the unique patina as these cannot be repaired. Accept them because they are what make your Lanquet suitcase special.
However if you want to minimize the change of getting your suitcase scratched we advise you to use your transparant cover, especially when checking in your suitcase.
Scouring detergents, abrasive cloths or sponges, window cleaners, vinegar-based cleaners and disinfectants, solvents, dilutions and aggressive alcohols, petroleum distillates, or nail paint remover should all be avoided as they will harm your Lanquet. Be kind.
What is the return policy?
The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, have received or accepted the last goods. Because we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods. To exercise your right of withdrawal, you must inform us 'Lanquet' by means of a clear statement (e.g. by e-mail) of your decision to revoke this contract. The revocation is completed when we have received the goods. The costs for returning the goods are borne by the buyer.
How can I return my order?
If your order meets the above conditions, you must do the following to initiate the return process.
-Send an e-mail to: email@example.com
-Make sure the e-mail contains the following:
Reason for the return request
Photo of the product in case of breakage
First name + last name of the customer
Address of the customer
We will then speak to you and give you the return address.
Never send the return directly to the sender!
How long does it take for a refund to be issued?
We will issue your refund within 14. days after we have received the goods back.
LIMITED LIFETIME WARRANTY
What does the Limited Lifetime Warranty cover?
- Structural defects in the aluminum frame, handles, locks, and wheels.
- Malfunctions in retractable handles and TSA-approved combination locks.
What do I do when my suitcases comes back from airport transportation all damaged?
It is important to check your luggage when you take it off the baggage carousel. If your suitcase or bag is damaged during check-in, it is the carrier's responsibility to take action. They are insured against damage and must take care to compensate you for your loss.
My suitcase defect was caused by myself or a thirdparty, can I still get it repaired?
We do offer this service. Please contact our customer support team at firstname.lastname@example.org to get a quote or offer.
Can I cancel my order after it is placed?
Once your order is placed, it is immediately transferred to our warehouse. Here we start packing your items as soon as possible. Therefore, unfortunately, it is not possible to cancel an order after it has been placed.
I placed an order but did not receive a confirmation, what can I do?
In this case please always make sure to check your spam folder first. If you also do not find our confirmation email here please send us an email at email@example.com with your name and payment confirmation in order for us to find your order and resend the confirmation.
How can I track my order?
You can track your order here.
What are my payment options?
We offer the following payment methods:
- Credit card (AMEX, Mastercard, Maestro, Visa)
- Apple Pay
- Shop Pay