You will receive your invoice by email for your records as soon as your item has been processed in our warehouse. As soon as the item leaves our warehouse, you will receive a dispatch confirmation containing your delivery details in a separate email. This may take a little while, but you will usually receive this information the same evening.

You will receive your invoice, containing all the necessary details, in a separate email from Klarna. Please keep an eye on your inbox over the next few days. If you still haven’t received the invoice four days after receiving the goods, please feel free to contact the team at Klarna directly at https://www.klarna.com/de/kundenservice/. Our payment service provider will assist you straight away.

All our items are covered by a 30-day returns policy, provided they are returned unused and in their original condition. Bespoke items are excluded from the returns policy. Within the Federal Republic of Germany, we cover the cost of returning the goods.

We will send you a link for a DHL return label. This link can also be used for multiple parcel returns. Simply enter the relevant order number and generate a new label for each parcel.

Here’s how it works:
- pack the parcel
properly - enclose a copy of the invoice or delivery note -
remove any old shipping labels from the parcel and stick the new label onto it.

You can now post the parcel at any post office or Packstation, or hand it to your DHL courier.

Please return the goods to us or hand them over to us without delay and, in any event, no later than fourteen days from the date on which you notify us of the cancellation of the contract. The deadline is met if you dispatch the goods before the expiry of the fourteen-day period.

We will use the same payment method for the refund as you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees in connection with this refund.

All our items are covered by a 30-day returns policy, provided they are returned unused and in their original condition. Bespoke items are excluded from this returns policy. For returns from outside Germany, please return the items to us carriage paid. Please send the item you wish to return, at your own expense, to the following address:

xenful GmbH | c/o Koffer24 GmbH
Edisonstraße 9
86199 Augsburg

Here’s how it works:
- Pack the parcel
properly - Enclose a copy of the invoice or delivery note -
Remove all old shipping labels from the parcel and stick the new label onto it.

You can now post the parcel at any post office or Packstation. Please return the goods to us or hand them over to us without delay and, in any event, no later than fourteen days from the date on which you notify us of your withdrawal from the contract. The deadline is met if you dispatch the goods before the expiry of the fourteen-day period.

We will use the same payment method for the refund as you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees in connection with this refund.

It usually takes us 3 to 5 working days to process returns once we have received the returned item, so we ask for your patience. As soon as we have finalised the return, you will receive a confirmation by email. The amount will be credited to the payment method used when placing your order once you have received the confirmation. If the processing time has been exceeded, please feel free to send us your return parcel number so that we can check the current status of your return. You can contact us at any time by email at mail@koffer24.de and we will deal with your enquiry straight away.

In the event of faulty items, please contact us at mail@koffer24.de, stating your order number and how the fault occurred. To ensure your claim is processed smoothly, we also require photos of the damage. If the item needs to be sent in for repair, please be aware of the processing times. The manufacturers are doing their utmost to repair your item as quickly as possible. However, due to the current situation, it can sometimes take up to 8 weeks for the repair to be completed. We therefore ask for your patience. As soon as we receive an update on the status of your claim from the manufacturer, we will contact you immediately.

We’d be happy to enquire with the manufacturer on your behalf to see if a spare part is available. To do this, we’ll need your order number and, if possible, detailed photos of the item required. Suitcases usually have serial numbers, which are either engraved directly onto the case or found on a fabric label or sticker inside the case. Please send your details directly to mail@koffer24.de and we will forward your enquiry. As soon as we receive an update on the status of your claim from the manufacturer, we will contact you immediately.

The manufacturer of these car cases always packs its products as environmentally friendly as possible. Your case set is nested inside one another. Please open the larger cases; the smaller bags are usually found inside them. However, if anything is missing, please let us know as soon as possible so that we can inform the manufacturer. You can contact us at any time, quoting your order number, at mail@koffer24.de

Damage caused by a transport company is excluded from the manufacturer’s warranty and can only be dealt with by the relevant airline or the transport company you used. If your damage is transport-related, we therefore ask you to contact the airline or transport company immediately. To have the claim settled, you will need your boarding pass/travel ticket and a damage report, which can be downloaded from the airlines’ websites, for example. The transport company will settle the claim on your behalf.

A TSA combination lock does not require a key; it can only be opened by staff of the US Transportation Security Administration (TSA) using a special key, thereby preventing it from being forced open during security checks in the check-in area. The owner of the luggage can easily use the TSA combination lock by setting their own combination.

For individual coding, the same principle applies to all (TSA) combination locks: open the piece of luggage using the current combination (factory setting 0-0-0), move the coding element (pin, flap, tilting latch, etc.) located on the lock (on the side, at the back, etc.) into a different position (by sliding, loosening or tilting it, etc.), and turn the number dials to the new, desired combination. Finally, please ensure you return the coding element to its original position before locking the suitcase.

On some locks for zip sliders, the coding element can only be moved if the side release buttons on the front of the lock are pressed at the same time.

Unfortunately, Koffer24 GmbH is unable to provide any information regarding purchases made with Koffer24 prior to March 2021. We do not have any customer data prior to this date. Please feel free to contact the operator at the time, Leder-Stoll OHG, directly at info@leder-stoll.de; they are responsible for all transactions up to and including 28 February 2021.

As Leder-Stoll OHG has limited capacity due to the closure of its shops, offices and online shop, we ask that you include proof of purchase directly with your enquiry if you are making a warranty claim within 24 months. Leder-Stoll OHG will, of course, endeavour to assist you as quickly as possible. However, they are unable to provide copies of invoices or process warranty claims after 24 months. Naturally, you can always contact the manufacturer directly with any complaints.

Please always include your invoice as proof of purchase when contacting them.

To remove scratches:

With everyday use, it is normal for superficial scratches to appear on the leather, giving your bag a unique look. These marks can usually be removed by hand or with a soft cloth. If there are deeper scratches in the leather, we recommend applying a colour-neutral wax to the affected area. This protects the leather from the elements. The area where the wax has been rubbed in will initially appear slightly darker until the wax has been fully absorbed.

If the leather is dry:

Over time, your bag may develop a rougher surface and the leather may feel dry to the touch. To achieve a more even texture and softer leather, you can treat the bag with a colour-neutral wax or cream.

1. Make sure the leather is clean, dry and free from dust.

2. Take a clean, lint-free cloth and dip it lightly into the wax.

3. Test the wax on an inconspicuous area of your bag and wait an hour to make sure the result meets your expectations.

4. Apply the wax as evenly as possible using circular movements. Ideally, you should treat the entire section of the bag in one go.

5. Once you’ve applied the wax, polish the surface again with a dry, soft cloth. Leave the leather to rest for a while before using the bag again. This allows the wax to be fully absorbed. If the leather is very dry, you can repeat the waxing process once the leather has dried completely after the first application.

6. How often you need to wax the bag depends on how frequently and in what way you use it. It also depends on the style in which you intend to carry the bag. Wax can leave marks on clothing. If you use the bag daily, you should wax it approximately every 4–6 weeks.

Please note: very deep scratches cannot be removed with wax alone. However, it is precisely these marks that give your bag its unique character.

Is there information missing about an item, or do you have any questions about an item where the details aren’t shown in the shop? Please send us an email with the item description (item number, etc.) to mail@koffer24.de and we’ll be happy to help.

Have you chosen a product from our shop that is marked with a dispatch status of (-) working days (+ 1–2 working days’ delivery time)? This means that your item will be ordered for you directly from the manufacturer. As soon as the item arrives at our warehouse, it will be dispatched to you. In our experience, the manufacturer delivers within the specified number of working days.

We would be happy to make a non-binding enquiry on your behalf with the manufacturer to find out if and when the product you require is available. We usually receive a reply from the manufacturer within 1–3 working days, confirming whether the item you require can currently be supplied. Items of this kind usually have a longer delivery time, so please bear this in mind when placing your order. Please send us your non-binding enquiry regarding the item to mail@Koffer24.de and we will assist you straight away.

Our standard delivery via DPD is free of charge within Germany (excluding the islands). For an additional charge of €1.50, you can choose DHL delivery for most items. For some items, it may not be possible to choose the delivery provider for technical reasons. In this case, delivery is free of charge for orders of €40 or more, regardless of the delivery provider.

Have you chosen a product from our shop that is marked with a dispatch status of (-) working days (+ 1–2 working days’ delivery time)? This means that your item will be ordered for you directly from the manufacturer. As soon as the item arrives at our warehouse, it will be dispatched to you. In our experience, the manufacturer delivers within the specified number of working days.

Unfortunately, we do not ship all items directly to Switzerland. We would be delighted if you were to use the services of meineinkauf.ch for this. This shopping portal for Switzerland will help you place your order and take care of all the formalities for you. We’d be happy to provide you with further information as a PDF. Please email us at mail@koffer24.de, and we’ll be happy to send you the documents you require. You can find further information on the ordering process right here: Delivery to Switzerland (Koffer24.de)

If you have the item sent to a delivery address within the EU and import it into Switzerland yourself, you will be liable for VAT. Please use your home address in Switzerland as the billing address and have the invoice stamped by customs upon import into Switzerland. If you then send the original stamped invoice to our office in Augsburg, we will be happy to refund the VAT you have paid. Please send the invoice, requesting a VAT refund, to the following address:

Koffer24 GmbH
Mauerberg 25
86152 Augsburg

We are very sorry to hear that you have not yet received your goods and will investigate the whereabouts of your parcel for you as soon as possible. Please email us your order number at mail@Koffer24.de and we will deal with your enquiry straight away. It usually takes 2–4 working days for the courier to investigate, so we would ask for your patience. Should the parcel arrive in the meantime, please do let us know.

You can find the dispatch time and delivery time listed directly in our online shop under the product details. If the dispatch time has been exceeded, please feel free to contact us directly at mail@koffer24.de. We will resolve the matter for you without delay.

Should there ever be an error with your order (the address is incorrect, there is a typo in the name, etc.), please contact us by email at mail@Koffer24.de, quoting your order number and the new details, so that we can correct the details for you straight away.