FAQ

Keys, locks & spare parts

I have lost the keys for my case, what should I do?
How do I order replacement parts?
How do I set the code on my lock?
How do I unlock my combination lock when I forgot the combination?

Shopping help

What is the shipping policy?
What is the return policy?
How do I place an order?
How do I track my order?
How do I cancel my order?
Where can I find a store near me that sells Samsonite?

Warranty & repairs

Where can I have my luggage repaired?
What is Samsonite's warranty policy?

Travelling with Samsonite

Can I take my bag in the cabin of an aircraft?



Keys, locks & spare parts

I have lost the keys for my case, what should I do?

Please make sure you note the number embossed on the lock cylinder.
You can e-mail your order to customer.care@rollingluggage.com.

How do I order replacement parts?

Please make sure you note the full product code you find on the warranty certificate or inside the product. You can e-mail your order to customer.care@rollingluggage.com.

How do I set the code on my lock?
  1. Remove the red packing arrow on the lock if your case has one.
  2. The case is set to 0-0-0 at the factory. Choose your own 3 digits which you can easily recall (birthday, address, etc.).
  3. Locate the button or lever adjacent to the dials:
    • If there is a button, push it towards the dial and hold while you rotate the dials to your desired setting, then release the button.
    • If there is a lever, move the lever to its lower position (some move to the right and up), rotate the dials to your desired setting, and then return the lever to its original position. Your combination is now set to your 3-digit code.

If you need further assistance, please send an email.

Video cable lock

How does a cable lock work?
A cable lock allows you to lock all outside compartments and the main compartment with 1 handling and 1 TSA fixed lock.

Video Lock instructions: S’Cure DLX, S’Cure

Lock instructions: S’Cure DLX, S’Cure
These Samsonite lock instructions are applicable on the following collections: S'Cure DLX and S'Cure.

Video Lock instructions: Lite-Locked

Lock instructions: Lite-Locked
These Samsonite lock instructions are applicable for the Lite-Locked collection.

Video Lock instructions: Neopulse, Lite-Shock, Lite-Cube DLX, Lite-Cube, B-Lite

Lock instructions: Neopulse, Lite-Shock, Lite-Cube DLX, Lite-Cube, B-Lite
These Samsonite lock instructions are applicable on the following collections: Neopulse, Lite-Shock, Lite-Cube DLX, Lite-Cube and B-Lite.

Video Lock instructions: Spark, Splendor, Ultimocabin, Integra, X-Pression

Lock instructions: Spark, Splendor, Ultimocabin, Integra, X-Pression
These Samsonite lock instructions are applicable on the following collections: Spark, Splendor, Ultimocabin, Integra and X-Pression.

Other videos

Video What is expandability?

What is expandability?
The expandability feature can be found on most of our softside suitcases and enables you to increase your packing space by unzipping the expandable compartment.

Video What is a smart sleeve?

What is a smart sleeve?
A Smart Sleeve can be found on almost all Samsonite laptop bags. It enables you to stack your laptop bag on your suitcase for easy travel.

How do I unlock my combination lock when I forgot the combination?

You are going to need assistance from a Samsonite Authorized Repair Centre to unlock your combination lock. To locate the nearest Repair Centre, please click here.

Shopping help

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. If you decide you no longer want your order, please contact customer service to cancel your order. Once the request is placed there is no guarantee that we can stop your order from shipping. If we are able to stop shipment you will see the cancellation reflected on Your Account in Order History.

If we are not able to stop delivery please refuse delivery upon its arrival. We will issue you a refund of the purchase price once the product is returned to our fulfillment center.

Please see Return and Exchange Policy for more details.

Warranty and Repairs

Where can I have my luggage repaired?

We recommend that you have a Samsonite Authorized Repair Centre repair your luggage, as we know that your case will be properly cared for. While any qualified luggage repair facility can care for your luggage, only Samsonite Authorized Repair Centers are authorized to do warranty repair work. To locate the nearest Repair Centre, please click here.

Travelling with Samsonite

Can I take my bag in the cabin of an aircraft?

General guidance is that cabin baggage should have a maximum length of 56 cm, width of 45 cm and depth of 25 cm. These dimensions include wheels, handles, side pockets, etc.

The dimensions shown in the tables are the exterior dimensions (including handles, wheels, bottom glides, side pockets and other external parts).
Measurements
Measurements of volume, dimensions and weight are carried out in the Samsonite laboratories using procedures whereby tolerances up to 1,5 cm in dimensions and 5% in weight and volume cannot be excluded.
Samsonite reserves the right to amend the specifications, colours, dimensions and weight of any product without prior warning. Colour deviation may occur due to the printing technique used.

Note: due to capacity limitations some airlines do apply further restrictions on size and/or weight. NAYAN NV or Samsonite cannot be held responsible if an airline applies other check-in standards. Please check current in force restrictions with your airline prior to travel.

MAXIMUM EXTERNAL DIMENSIONS AND WEIGHT ALLOWED IN ECONOMY CLASS

Airline Dimensions Max. weight
Aegean Airlines 56x45x25cm 8kg
Aer Lingus 33x25x20cm -
Aeroflot 55x40x25cm 10kg
Aerolineas Argentinas 55x35x25cm 8kg
Aeromexico 55x40x25cm 10kg
Air Belgium 55x35x25cm 10kg
Air Canada 55x40x23cm -
Air Caraïbes 55x40x20cm 12kg
Air Europa 55x35x25cm (Max. 115 cm) 10kg
Air France 55x35x25cm 12kg
Air India 55x40x20cm 8kg
Air New Zealand Max. 118 cm 7kg
Air Transat 51x40x23cm 10kg
ITA Airways 55x35x25cm 8kg
All Nippon Airways 55x40x25cm (Max. 115 cm) 10kg
American Airlines 56x36x23cm (Max. 115 cm) -
Arkia 55x40x20cm 7kg
Asiana Airlines 55x40x20cm (Max. 115 cm) 10kg
Austrian Airlines 55x40x23cm 8kg
Blue1 55x40x23cm 8kg
BMI 55x40x23cm 12kg
British Airways 56x45x25cm 23kg
Brussels Airlines 55x40x23cm 8kg
Cathay Pacific 56x36x23cm 7kg
Cebu Pacific 56x36x23cm 7kg
China Airlines 56x36x23cm 7kg
CityJet 56x35.5x23cm 12kg
Condor 55x40x20cm 8kg
Corsair 55x40x20cm (Max. 115 cm) 12kg
Czech Airlines 55x45x25cm 8kg
Delta Airlines 56x35x23cm (Max. 114 cm) 23kg
easyJet 45x36x20cm 15kg
EL-AL Israel Airlines 56x45x25cm (Max. 115 cm) 8kg
Emirates 55x38x22cm 7kg
Ethiopian Airlines 55x40x23cm (Max. 115 cm) 7kg
Etihad Airways 56x36x23cm (Max. 115 cm) 7kg
Eurowings 40x30x25cm 8kg
Finnair 55x40x23cm 8kg
HOP! 55x35x25cm 12kg
Iberia 56x40x25cm 10kg
Israir 50x40x20cm 8kg
Japan Airlines 55x40x25cm (Max. 115 cm) 10kg
Jet Airways 55x35x25cm (Max. 115 cm) 7kg
Jet2 56x45x25cm 10kg
KLM 55x35x25cm (Max. 115 cm) 12kg
Korean Air 55x40x20cm (Max. 115 cm) 10kg
LATAM Airlines 55x35x25cm 10kg
LOT 55x40x23cm 8kg
Lufthansa 55x40x23cm 8kg
Malaysia Airlines 56x36x23cm (Max. 115 cm) 7kg
Norwegian 38x30x20cm 10kg
Olympic Airlines 55x40x23cm 8kg
Philippine Airlines 56x36x23cm (Max. 115 cm) 7kg
Qantas 56x36x23cm (Max. 115 cm) 7kg
Qatar Airways 50x37x25cm 7kg
Royal Air Maroc 55x40x20cm (Max. 115 cm) 10kg
Ryanair 40x25x20cm 10kg
Scandinavian Airlines 55x40x23cm 8kg
Singapore Airlines Max. 115 cm 7kg
South African Airways 56x36x23cm 8kg
Swiss 55x40x23cm 8kg
Tap Air Portugal 55x40x20cm (Max. 115 cm) 10kg
Thai Airways 56x45x25cm 7kg
Transavia 55x35x25cm 10kg
TUI Fly 55x40x20cm 10kg
Tunisair Max. 115 cm 8kg
Turkish Airlines 55x40x23cm 8kg
United Airlines 56x35x23cm (Max. 115 cm) -
Vietnam Airlines 56x36x23cm (Max. 115 cm) 10kg
Virgin Atlantic 56x36x23cm 10kg
Volotea 40x30x20cm 10kg
Vueling 40x30x20cm 10kg
Wizz Air 40x30x20cm 10kg