FAQs & Contact

From time to time people email asking questions about their purchases, or sometimes you just want to know stuff before you order, so we've put together a list of frequently asked questions and if you don't find the answer to what you're looking for here, drop us a line or catch us on Facebook messenger.

Where does the stock come from?
All our stock is held in New Zealand. We use various suppliers for our luggage and accessories, but all courier costs are local and you can expect your order to arrive within 2-5 business days depending on where you are located.

What are the shipping costs?
Depending on the size/weight of your order, we have only two rates for NZ shipping: $6 or $10. And yes, that even includes rural deliveries. If you order two suitcases of the same size they will be charged as double shipping as we can't stack them inside each other. You'll be charged $20.

How secure are my details?
This store is on the Shopify platform, which is on a secure server. You can confirm that by noticing the URL above includes https (s for secure). The payment section is completely secure and we never see your credit card, bank account or Paypal details. It goes directly between the payment platform and your account.

How long will my items take to arrive?
Because we don't drop ship from China or anywhere else around the world, we can deliver your items within 2-5 working days in New Zealand. Often it's overnight.

I only got some of my order, what happened?
We use various suppliers around New Zealand so depending on the items you have ordered, some may be coming from four or five different companies. You will receive tracking numbers per shipment and if some items are missing from your first shipment notification email, don't worry, the other tracking numbers will follow as soon as we get them.

My Travelmixa won't go
This is a common email and so far 100% of customers have got it going simply by unscrewing the flask from the base and screwing it back on ensuring the two little arrows line up, thereby ensuring they are magnetically attached.

My luggage looks like it's peeling!
Aha, that's because it is :) This question comes up a bit on the Verage luggage. It is actually wrapped in a skintight protective layer of plastic which you need to peel off. Sometimes you'll notice parts of it are already peeling, and you need to peel the rest away for the big reveal.

The zip doesn't have a tag
The zips in the lining of the luggage are only for repair access and don't have tags as they're not a packing space.

How can I register my luggage for the warranty?
If you buy Lojel luggage, visit Lojel.com/register and fill in your details. Your proof of purchase is your order confirmation email.
If you buy Voyager luggage visit voyagerluggage.com/warranty-registration and if you register your luggage within 30 days of purchase your factory warranty will be extended by 24 months.

Do you accept returns?
I accept returns and provide refunds on all faulty items. If however you decide you've just changed your mind, in some cases I can accept a return for a store credit or exchange it for another colour or size. You will need to cover the return shipping. Contact me first as different items are returned to different NZ suppliers and as each case is different, this is something not easily covered in a sentence.

How do I contact you?
Email me, Megan Singleton on megan@travelstore.co.nz or phone 021 777770.

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