Get in touch
Questions about a product, your order or a delivery? We are happy to help.
If your question is about the delivery of an order and you have a tracking number, try the track your parcel page first. The shipping guide answers most questions about how and when an order ships.
For anything else, email us. A person answers seven days a week. If you are chasing an order, include your order number and the email address you used at the checkout and we can find it straight away.
Company information
The Luggage Company is a division of BuyFactory Direct Pty Ltd. Full business details, so you always know exactly who you are buying from.
- Trading nameThe Luggage Company
- Legal entityBuyFactory Direct Pty Ltd
- ABN30 656 628 938
- Australia administrationSuite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia
- Emailtheteam@customerservice.care
- International call centre+66 98 391 3877
- Payment methodsCard payment and PayPal
Orders of $100 or more ship free across Australia; below that delivery is $27.50. Express Shipping is $27.50 on any order. See Shipping and Refunds and Returns for the full detail.
There is no shop to visit. We are an online luggage retailer, which is where the price difference comes from. Trade, resale and bulk orders go through the wholesale page.
Questions about contacting us
How do I get in touch?
Email theteam@customerservice.care. That is the address on this store's own footer and contact page, and it reaches a person seven days a week.
Is there a phone number?
There is an international call centre on +66 (0) 98 391 3877. Email is usually faster for anything about a specific order, because the order reference can be read off the message.
How quickly will you reply?
We aim to answer within 24 hours, and support runs seven days a week.
Where are you based?
Australia administration is at Suite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153. It is an administration address and not a shop, so there is nothing to visit and nothing to collect from.
Can I visit or collect an order?
No. We are online only, which is part of why the prices are what they are.
I want to know where my parcel is.
Use the tracking page first with the code from your dispatch email. A tracking number is issued by the carrier at pickup, not at the moment you order, so it will not exist for the first day or so.
Who do I contact about a complaint?
Email caseresolution@customersupport.care with your order number and as much detail as you can. That is the address on this store's own complaints handling policy, and a person looks at it again from the start.
Do you quote for bulk orders?
Yes. Use the wholesale page and tell us the quantity and the lines you want, and we will quote per order rather than publishing a trade list.
What is the company behind this site?
The Luggage Company is a division of BuyFactory Direct Pty Ltd, ABN 30 656 628 938.