Collection: Repair services

We do not have this system digitised, therefore we need your ticket number to find your reference. Please bring in your repair ticket or show us the SMS pickup message which has the number included.

Unfortunately no, we do not sell spare parts to the public.

For generic or unsupported luggage brands we often need to adapt our solution by trying different parts to see what fits, or even using multiple parts to make a custom fit to repair your item. Therefore it is very difficult to know exactly what a customer will need. This back and fourth to find the right part to sell to you is simply not something we can do.

For our partner brands, such as Samonite, Rimowa and Anter we need to order in these parts specially. This is not a service we can extend to the public.

Sometimes we can give an approximate range, but every item is different, especially upon inspection, so this might vary. We can only determine what will be possible and the price of the job once your item is with us and our repairer has made an assessment in person.

We charge a $50 fee to create a formal written quote for airline or insurance repair requests. This is due to the time it takes to do the assessment and write the report. This fee may be reimbursable by your airliner, but please contact them to confirm if this applies to you as each airliner is different.

Please note, we are trusted with our airline and brand partners, therefore we will not lie to them in our assessment of damage and repairability. If you don't agree with our assessment, you will need to contact the brand or airline directly.

We do warranty work for a number of brands, but be aware that most brands do not cover airline damage, wear and tear or accidental damage under warranty. See the FAQ information below for more.

We are authorised repairers for all luggage brands we stock in our retail store, however the repair procedure varies for per brand. Most brands require assessment and authorisation by the brand distributors before we can carry out any warranty repairs.

See Below for specific popular brands - 

• Samsonite, Antler, American Tourister and High Sierra: These can be bought in directly to us, along with a copy of your purchase receipt, for assessment. If the repair required is covered under warranty, we can proceed without you needing to do anything further.
• Tosca, Pierre Cardin, Caribee, Pacsafe, Delsey, Victorinox, Tumi, Eagle Creek, Rimowa: You must contact the brand directly for an assessment. If they approve your claim - you will be issued with a repair authority number (RA number) or a confirmation email. Once you have this, bring it in store along with your item for repair. If you're unsure of the details of the brand distributor, contact the place of purchase as they should able to assist you.
• Briggs & Riley: We are an authorised repairer in Australia, however their procedure requires customers to pay for repairs themselves and then submit it to Briggs & Riley for reimbursement.

Any brands NOT listed here you will need to contact the brand or your place of purchase for further assistance.

There are many factors that effect the repair wait time -

• Waiting for spare parts to arrive from the supplier is out of our control.
• Our repairers taking holiday or sick leave.
• Complexity of the repair. For example, it might take multiple days to complete.
• The current waitlist of repair jobs.
  

If you need something urgently, please mention this to our staff and we will try our best to accommodate you. Your patience is greatly appreciated as we're just a small repair team. We do our best to keep up!

Please contact us directly.

We understand there are sometimes an old, sentimental item you want repaired, or purchase of an old designer bag you want restored. Unfortunately these often go into the restoration territory, which is too labor intensive, expensive for both us and the customer, or it's simply not possible due to the extensive wear. We always suggest good maintenance and cleaning of the bags you love though out their lifetime to avoid disappointment.

For example, if your bag has a hole in it that need patching, we might need to get more creative with the solution. If there will be a significant visual change to your item we will contact you before proceeding.

We only sell new stock in our retail store.

No, we do not make new bags or sell parts and materials to produce them.