Frequently Asked Questions
Ordering
I am having problems placing an order - what should I do?
We are sorry to hear you are having issues with your order - please try:
- Check Your Internet Connection: Ensure you have a stable internet connection.
- Try a Different Browser: If possible, try placing your order using a different web browser.
- Contact Us Directly: If you continue to experience problems, our customer service team is here to help. Reach out to us through our contact centre or at support@nomadluggage.co.uk and we’ll assist you in completing your order.
We apologize for any inconvenience and appreciate your patience.
How will I know if my order has been accepted?
Once your order has been successfully placed, you will receive a confirmation email within a few minutes. This email will contain your order number, a summary of the items purchased, and the total amount charged. If you do not receive this email, please check your spam or junk folder.
If you still cannot find the confirmation email, or if you have any concerns, please contact our customer service team through our contact centre or at support@nomadluggage.co.uk and we will be happy to assist you.
What payment methods do you accept?
We accept the below payment methods for all orders:
- Visa
- MasterCard
- American Express
- PayPal
- Shop Pay
- Apple Pay
- Google Pay
- Android Pay
I haven't received an email to confirm my order - what should I do?
If you haven’t received an email to confirm your order, please with 6 days of placing an order, please follow these steps:
- Check Your Spam/Junk Folder: Sometimes, confirmation emails can end up in these folders.
- Contact Us Directly: If you still can't find the confirmation email, please reach out to our customer service team through our contact centre or at support@nomadluggage.co.uk. Provide your name and any other relevant details, and we will promptly assist you in confirming your order.
We apologize for any inconvenience and are here to help.
How can I cancel an order?
You can cancel an order within 12 hours or placing by contacting us at support@nomadluggage.co.uk.
Please note that we cannot cancel orders after 12 hours from order placement. We may not be able to accommodate every request and once your order has been processed and dispatched, we may not be able to make any changes. In such cases, you can refer to our returns policy for further assistance.
Can I make changes to my order?
You can make changes to your order within 12 hours or placing, but please contact us as soon as possible to ensure we can accommodate your request.
To request changes, please reach out to our customer service team at support@nomadluggage.co.uk. Provide your order number and details of the changes you wish to make.
Please note that we may not be able to accommodate every request and once your order has been processed and dispatched, we may not be able to make any changes. In such cases, you can refer to our returns policy for further assistance.
I have received the wrong order or items - what should I do?
We are sorry you have received the wrong item(s) in your order and apologize for the inconvenience, our team are here to resolve the issue promptly.
- Contact Us: Please reach out to our customer service team through our contact centre or at support@nomadluggage.co.uk as soon as possible.
- Provide Details: Include your order number and a description of the incorrect items received. If possible, attach clear photos of the items.
- Follow Instructions: Our team will guide you through the next steps, which may include returning the incorrect items and arranging for the correct ones to be sent to you.
We appreciate your patience and will work quickly to rectify the situation.
I have received a damaged or faulty product - what should I do?
We are truly sorry that you have received a damaged or faulty item and apologize for the inconvenience. We will do everything we can to help resolve the issue.
- Contact Us: Please reach out to our customer service team through our contact centre or at support@nomadluggage.co.uk as soon as possible.
- Provide Details: Include your order number and a description of the incorrect items received. If possible, attach clear photos of the items.
- Follow Instructions: Our team will guide you through the next steps, which may include returning the incorrect items and arranging for the correct ones to be sent to you.
We appreciate your patience and will work quickly to rectify the situation and send you a replacement.
I am missing items from my order - what should I do?
We are sorry that you are missing items from your order and will resolve the issue promptly.
- Check the Packaging: Ensure that all packaging and compartments have been thoroughly checked, as smaller items may be hidden.
- Contact Us: Reach out to our customer service team through our contact centre or at support@nomadluggage.co.uk as soon as possible.
- Provide Details: Include your order number and a list of the missing items. If possible, attach any relevant photos of the received order.
Our team will investigate the issue and ensure the missing items are sent to you promptly. Thank you for your understanding.
I have placed an order with the wrong delivery address - what should I do?
If you have placed an order with the wrong delivery address, please contact us immediately to correct it.
- Contact Us Quickly: Reach out to our customer service team through our contact centre or at support@nomadluggage.co.uk as soon as possible.
- Provide Correct Address: Include your order number and the correct delivery address in your message.
We will do our best to update the delivery address before your order is dispatched. However, if your order has already been shipped, we will guide you on the next steps to ensure your order reaches the correct address.
Shipment & Delivery
What different delivery options do you offer and how much do they cost?
All of our orders come with express delivery as standard. This means they should be delivered with 3 working days of being dispatched from our warehouse (please note this doesn't include weekend deliveries).
All orders have free delivery when you spend £250 or more, and costs £10 for orders below £250.
For more information please see our shipping page
When will my order arrive?
At Nomad Luggage we aim to deliver all orders within 5 working days of purchase.
If you haven't received your order within 14 days of purchase then please get in touch via our contact centre or at support@nomadluggage.co.uk.
Please note that sometimes our orders can be delayed due to matters out of our control, such as courier delays.
How can I check on the status of my order?
To check the status of your order, please refer to the latest email you have received from Nomad Luggage (remember to check your junk or spam if you can't find this).
Once your order has been dispatched from our warehouse, it will pass to our designated courier, who will send you a tracking email where you can see the latest details.
If you are having any issues regarding the information sent to you around your order, please contact us through or contact centre or through support@nomadluggage.co.uk and we'll be happy to help.
My order hasn't arrived - what should I do?
If your order hasn't arrived within 14 days of placing your order, please follow these steps to resolve the issue:
- Check the Tracking Information: Refer to the tracking details sent to your email to see the latest status of your order.
- Contact the Carrier: Sometimes, contacting the carrier directly can provide additional information about your shipment.
- Reach Out to Us: If the tracking information is unclear or your order appears to be delayed, contact our customer service team through our contact centre or at support@nomadluggage.co.uk.
- Provide Order Details: Include your order number and any relevant tracking information in your message.
We will investigate the issue and work to ensure your order reaches you as soon as possible. Thank you for your patience.
Returns & Refunds
What is your returns policy?
If you are in any way unhappy with your item you can process your free return through your account section. If you have any questions or need assistance with this, please contact us at support@nomadluggage.co.uk.
We have a 60-day return policy, which means you can return your item, free of charge, within 60 days of purchase.
For more information - please follow the instructions on our returns page.
I need to return an item - what should I do?
To start a return, please find your order in your account section, where you should see the option to start a free return. If you need any help with this at all please contact us at support@nomadluggage.co.uk.
Once you have your free returns label, simply stick this to your original packaging box and follow the instructions of your chosen returns option.
For more information please see our returns page.
What happens after I return an item?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@nomadluggage.co.uk.
How long do refunds take to process?
If approved, your refund will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@nomadluggage.co.uk.
Can I return an open or used item?
I'm afraid we can't accept any returns once a tag(s) or label(s) have been removed or the product has been used in any way.
Warranty
Do you offer warranty?
Yes all products at Nomad Luggage come with warranty. However the warranty for each product and brand may differ, so please check the 'Details & Features' section of your desired product page to find out more details.
To be eligible to make a claim against the manufacturer warranty the purchaser must register for the warranty scheme with us within 60 days of purchase. Claims cannot be made for any products that have not been registered within the 60 day timeframe.
For more information, please see our warranty page.
What is your warranty policy?
Our warranty matches that of the manufacturer of your product. This means it can differ between different products and brands, so please check the 'Details & Features' section of your desired product page to find out more details.
Please note that all warranties must be registered within 60 days of purchase to be able to claim in the future. To register please read our warranty policy below.
For more information, please see our warranty page.
How do I register my warranty?
To register for the manufacturer warranty scheme, simply email support@nomadluggage.co.uk
- Put the email subject line as "Warranty - [ State your Order Number]"
- Attach a copy of your purchase invoice, which should be emailed to you upon purchase.
After receiving your manufacturer warranty registration email, our team will work quickly to confirm that your warranty has been activated in our system. We will reply within 5 working days to confirm your registration, we will provide the specific details of the manufacturer warranty for each registered product and a custom warranty number which you should keep saved for any future warranty claims.
How do I claim against my warranty?
Once your item is registered, should you experience any issues with your luggage simply contact our customer support team with the warranty number you received at registration to support@nomadluggage.co.uk and we will be happy to assist you.
Once your warranty claim is received, our team will assess the issue on your behalf with the manufacturer and determine the best course of action. This may include repairing the item, replacing it with a new one, or providing a refund, depending on the nature of the defect. Please allow 5 working days for our team to assess this with the manufacturer. If for any reason you have not received an update within 10 working days, please contact our team.
Please note that all claims of warranty are made against the manufacturer, not Nomad Luggage. Nomad Luggage will act on your behalf to raise and process the claim.
Need further assistance?
If your query isnt answered above then we'd be happy to help you in any way we can through our contact centre.