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FAQ

I am looking for a certain item, but I can't find it in your store.


We will be happy to inquire with the manufacturer for you without obligation, whether and when the desired product is available. We usually receive the answer from the manufacturer within 1-3 business days whether the desired item can currently be delivered. Items of this type usually have a longer delivery time, we ask that you keep this in mind when ordering. Send us your non-binding article request to mail@koffer24.de and we will help you immediately.


I have questions about an item in your store.


There is missing information about an article or you have questions about the article where information is not visible in the store? Send us an e-mail with the article description (article number, or similar) to mail@koffer24.de and we will be happy to help you.


Why is the shipping time for the item so long?


You have chosen a product in our store, which is marked with a shipping status of (-) business days (+ 1-2 business days delivery time)? This means that your item will be ordered for you directly from the manufacturer. As soon as the item arrives in our warehouse, it will be shipped to you. From experience, the manufacturer delivers within the specified working days.

I would like to buy from you, but I live in Switzerland.


Unfortunately, we do not ship all items directly to Switzerland. You are very welcome to use the service of meineinkauf.ch for this purpose. The shopping portal for Switzerland will help you with your order and will take care of all the formalities for you. We will gladly provide you with further information in pdf format. Write to us at mail@koffer24.de and we will be happy to send you the requested documents. You can find more information about the ordering process right here: Shipping to Switzerland (koffer24.de)

If you have the article sent to a delivery address within the EU and import it into Switzerland yourself, you will pay the VAT. Please use your home address within Switzerland as the billing address and have the invoice stamped by customs when importing into Switzerland. If you then send the original stamped invoice to our office in Augsburg, we will gladly refund the VAT paid. Please send the invoice with the request for VAT refund to the following address:

Koffer24 GmbH
Mauerberg 25
86152 Augsburg


I have ordered something, but no shipment has been made yet.


You can find your shipping time plus the delivery time directly in our webshop under the item information. If this shipping time is exceeded, please contact us directly at mail@koffer24.de. , we will immediately take care of resolving the matter for you.


Why is the shipping time for my order so long?


You have chosen a product in our store, which is marked with a shipping status of (-) business days (+ 1-2 business days delivery time)? This means that your item will be ordered for you directly from the manufacturer. As soon as the item arrives in our warehouse, it will be shipped to you. Experience shows that the manufacturer delivers within the specified working days.
Unfortunately, due to the current global supply situation, unforeseen delays may sometimes occur. We will inform you about a delay as soon as possible when we receive information about it from the manufacturer. We thank you for your patience and are of course always available at mail@koffer24.de for any queries.


I have ordered something, but there is an error in the order data.


If there is a mistake in the order (the address is not correct, there is a typo in the name, etc.), please contact us by e-mail at mail@koffer24.de with your order number and the new data so that we can correct the data for you immediately.


I have a shipping confirmation, but my package is not there.


We are very sorry that you have not received your package yet and will make an inquiry about the whereabouts of the shipment for you as soon as possible. Please send us your order number at mail@koffer24.de and we will take care of your matter immediately. The inquiry to the shipping service provider usually takes 2-4 business days, so we ask for a little patience. If the package arrives in the meantime, please give us a short feedback.

I have received an invoice but no delivery information yet.


You will receive your invoice for your records via email as soon as your item is finished processing in our warehouse. Once the item leaves our warehouse, you will receive a shipment confirmation with your shipment information in a separate email. This may take a bit of time, but you will usually receive this information the same evening.


I have received an invoice but no payment information.


You will receive your invoice with all required data in a separate email from Klarna. We ask you to look for it in your email inbox the next few days. If you still have not received the invoice four days after receiving the goods, please contact our colleagues at Klarna directly at https://www.klarna.com/de/kundenservice/ . Our payment service provider will help you immediately.

I live in Germany and would like to return something.


All our items have a 30 day return policy provided they are returned unused and in original condition. Custom-made items are excluded from the right of return. Within the Federal Republic of Germany we bear the cost of returning the goods.
You will receive a link for a DHL return label from us. This link can also be used for multiple parcel returns. Simply fill in the corresponding order number and generate a new sticker for each parcel.

And this is how it works:
- pack the parcel properly
- enclose a copy of the invoice or delivery note
- remove all old shipment labels from the package and affix the new label to the package.

Now you can post the package at any post office/packing station or give it to your DHL driver.
Return or hand over the goods to us immediately and in any case no later than within fourteen days from the day on which you notify us of the cancellation of the contract. The deadline is met if you send the goods before the expiry of the period of fourteen days.
For the repayment we use the same means of payment that you used in the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment.


I live outside of Germany and would like to return something.


All of our items have a 30 day return policy provided they are returned unused and in their original condition. Custom-made items are excluded from the right of return. Returns outside Germany are to be sent back to us by the customer free of charge. We ask you to send the item to be returned at your own expense to the following address:

Loewe Logistics & Care GmbH & Co.KG
Röntgenstr. 17
32052 Herford

And this is how it works
- pack the package properly
- enclose a copy of the invoice or delivery note
- remove all old shipment labels from the package and stick the new label on the package.
Now you can post the package at any post office/packing station. Return or hand over the goods to us immediately and in any case no later than within fourteen days from the day on which you notify us of the cancellation of the contract. The deadline is met if you send the goods before the expiry of the period of fourteen days.
For the repayment we use the same means of payment that you used in the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment.


I have sent my return, when will I receive a response?


Our returns processing is usually 3 to 5 business days after receipt of the return, we ask for a little patience. Once the return is completed by us, you will receive a confirmation by email. The amount will be credited to the payment method used for the order after you receive the confirmation. If the processing time has passed, you are very welcome to send us your return shipment number so that we can check the current status of your return. You can reach us at any time by email at mail@koffer24.de and we will take care of your request immediately.

I bought a case new and can't get it open because there is no key.


A TSA combination lock does not require a key, it can only be opened by Transportation Security Administration (TSA) personnel with a special key, thus avoiding forced opening during check-in checks. The owner of the luggage can make the TSA combination lock work simply by setting his or her own combination of digits.
For individual coding, the same principle applies to all (TSA) combination locks for setting: open the piece of luggage with the previously valid combination (factory setting 0-0-0), move the coding element (pin, flap, tilt latch, etc.) located on the lock (on the side, rear, etc.) to a different position (push, release, tilt, etc.), and turn the number wheels to the new, desired combination. At the end, please be sure to return the coding element to its original position before locking the case.
In the case of locks made for zipper sliders, the coding element can only be moved if the side release elements on the front of the lock are pressed at the same time.


I bought car cases, but something is missing.


The manufacturer of the car suitcases always packs its goods as environmentally friendly as possible. Your set of suitcases is nested inside each other. Please open the larger suitcases, the smaller bags are usually inside. However, if something is missing, please let us know as soon as possible so we can notify the manufacturer. You can reach us at any time with your order number at mail@koffer24.de.


My item is broken.


In the case of defective items, please contact us at mail@koffer24.de stating your order number and how the defect occurred. We also need photos of the damage for a smooth claim process. If the item needs to be sent in for repair, please note the processing times. The manufacturers are very anxious to repair your item as soon 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 a little patience. As soon as we receive an updated status of your complaint from the manufacturer, we will contact you immediately.


I need a spare part.


We will gladly ask the manufacturer if a spare part is available. We need your order number and if possible detailed photos of the piece that is needed. Cases usually have serial numbers which are either engraved directly in the case or on a fabric label/sticker inside the case. Send us your information directly to mail@koffer24.de and we will forward your request. Once we receive an updated status of your claim from the manufacturer, we will contact you immediately.


My suitcase got damaged during the trip.


Damage caused by a carrier is excluded from the manufacturer's warranty and can only be handled by the responsible airline or carrier you used. If your damage was caused by a transport company, we therefore ask you to contact the airline or transport company immediately. 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 damage for you.


I have a claim for an item that I bought at koffer24 before March 2021, how do I claim it?


For purchases made at Koffer24 before March 2021, unfortunately Koffer24 Gmbh cannot provide you with any information. We do not have any customer data before this deadline. You are very welcome 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 28/02/2021.
Since Leder-Stoll OHG has only limited capacity due to the closure of the store, office and online store, we kindly ask you to send proof of purchase directly with your inquiry in case of warranty claims within 24 months. Of course, Leder-Stoll OHG will try to help you as soon as possible. However, neither copies of invoices can be obtained there nor warranty claims after 24 months can be processed.
Of course you can always contact the manufacturer directly if you have a complaint. Please always include your invoice as proof of purchase.