Frequently Asked Questions

Ordering and delivery

How much is delivery?

Standard delivery is free on every order and arrives in 4 to 9 business days. Express Delivery costs £7.80 and arrives in 2 to 4 business days. Both estimates include our processing time of 1 to 2 business days.

Where do you deliver?

We deliver across the United Kingdom and to selected destinations in Europe. The options available to you are shown at checkout.

How do I track my order?

You will receive a shipping confirmation email with a tracking number once your order is dispatched. Tracking can take up to 48 hours to start updating after the parcel is collected by the carrier.

Can I change my delivery address after ordering?

Contact us at contact@lugvora.com as soon as possible. We will change it if the order has not yet been processed, but we cannot guarantee it once the parcel has been dispatched.

Cabin size and airlines

How do I know a bag will fit my airline?

Every product page states the dimensions of the bag, and our airline collections group products by the allowance they are built for: Ryanair 40 × 20 × 25 cm, easyJet 45 × 36 × 20 cm, Transavia 40 × 30 × 20 cm.

Do airlines ever change their baggage rules?

Yes, and they do it without much notice. The dimensions on our site reflect what the airlines publish, but we always recommend checking your airline's current allowance before you travel.

Will a soft bag still fit if I overpack it?

A soft bag is measured empty. If you fill it past its natural shape it can bulge beyond the sizer. Pack to the shape of the bag and you will be fine.

Returns and refunds

What is your returns policy?

You have 30 days from receiving your order to request a return, provided the item is unused, with its tags and packaging. That is on top of your legal right to cancel within 14 days under UK and EU consumer law.

Who pays for return postage?

We do, if the item is faulty, damaged or not what you ordered. For a change of mind, return postage is at your cost.

How long does a refund take?

Refunds are issued to your original payment method within 14 days of us receiving the item. Your bank may take a few extra working days to show it.

Products and care

Do your bags come with a warranty?

All our products are covered by your statutory rights under the UK Consumer Rights Act 2015, which protects you against faults, incorrect descriptions and goods that are not fit for purpose.

How should I clean my bag?

Fabric bags: a damp cloth with mild soap, air dried away from direct heat. Hard shells: a soft cloth and warm water. Leather: a dry cloth, and a leather conditioner two or three times a year.

Still need help?

Email contact@lugvora.com or call +44 20 7341 6333, Monday to Friday, 9:00 to 18:00 GMT. We aim to reply within 24 business hours.