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 firstname.lastname@example.org.
My item is broken.
In the case of defective items, please contact us at email@example.com 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 firstname.lastname@example.org 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 email@example.com; 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.