1. Tell us your suitcase. Use the search box at the top of every page, choose your brand and follow the steps: depending on the brand you enter the number from the label inside, or you choose your series, size and colour. The question mark ("Where do I find my model?") shows where to look for your brand. If you have registered your suitcase with us, you can choose it from your list.
2. See what fits. Every part is checked against your suitcase. A part made for your suitcase says "Fits your …" and carries the fitting-guarantee shield. An alternative says "Alternative" and shows "With fitting guarantee" or "No fitting guarantee".
3. Buy with confidence. Your cart and your order confirmation show, line by line, which suitcase a part was bought for and whether the fitting guarantee applies.
4. Something does not fit? Tell us. We look at what went wrong and find a solution.

Please do not choose parts by looking at them: parts can look identical and still differ in height or fixings. Search by your suitcase instead.

• Original parts that were shown as fitting the suitcase you identified ("Fits your …", with the fitting guarantee).
• Alternatives marked "With fitting guarantee".
• Sets as a whole, for example a set of wheels: if the set does not fit, we take care of the whole set.
• A single piece, for example one wheel, zipper puller or lock, in the position you selected on the product page: if it does not fit although you selected the right position, it is covered.
• Original parts you bought without identifying your suitcase first, if your model number confirms that this is the part our search shows for that model.

• Alternatives marked "No fitting guarantee". This is shown on the product page, in the cart and in your order confirmation. When you use wheel alternatives, please always replace all wheels together.
• Alternatives you bought without identifying your suitcase.
• Parts we showed as "Not suitable for your …".
• A single piece in the wrong position, for example a right wheel instead of a left one. We gladly point you to the matching piece, but a position picked wrongly is not a fitting problem.
• Parts where you had to choose between look-alike options ("Which part do you have now?") and picked the wrong one, and orders of both options to compare them at home.

If two parts look alike and you cannot tell which one you have, choose "Not sure? We'll help" or write to us before you buy. We help you choose; photos help, but they are never a condition.

Contact us with your order number (contact details below). It helps if you tell us your suitcase's model number and what does not fit. Photos of the old and the new part help us too, but are never a condition.

We then look at what went wrong and find a solution, for example by sending you the right part or arranging a return. In covered cases we pay the costs: the replacement part, its shipping and, if needed, the return label.

If we sent the wrong part or the wrong number of pieces, that is our mistake. We put it right on our own, whatever the guarantee covers, and only send again what is missing.

The fitting guarantee is a voluntary promise by Suitcase.Repair. It comes in addition to your statutory rights, such as your right of withdrawal and the legal warranty, and does not restrict them.

At suitcase.repair we aim to provide perfectly matching spare parts for as many customers as possible.

We are very sorry if we should have failed to meet your expectation or if the parts do not fit.

Simply contact our customer service team with the reason you wish to return your order and stating which products you wish to return and our service team will be glad to assist you.

Please note that we can only accept returns for:

• unused spare parts which are in their original condition
• spare part sets if the entire set is returned. The return of parts of a set is not permitted.

In case of returns the customer is responsible for the return of the goods.

For items returned as part of our Suitcase.Repair Fitting Guarantee please contact our customer service team with images of the suitcase model number and images showing why the parts do not fit. Afterwards, our service team will provide you with a free return shipping label.

All returns have to be addressed to:

Subke GmbH

c/o Suitcase.Repair

Bültenweg 19

21365 Adendorf

Germany

Our service team is also able to assist you in organizing a pre-paid return shipping label for your order. The cost of the return shipping label will in such cases be deducted from the refund amount.

The refund will be automatically initiated after the return has arrived in our warehouse and has been processed. It may take 1-4 working days until your return has been processed.

The refund amount is calculated on the basis of the product price plus the cost of shipping paid. The refund for shipping costs is limited to the cheapest available shipping rate offered at the time of purchase. If you have requested our service team to issue you a return shipping label the cost of the return shipping label will be deducted from the refund amount.

In case of returns you are responsible to organize and pay for the return shipping (unless the parts are covered by our fitting guarantee). Generally, you are able to use any shipping service of your choice, we do however recommend to select an insured service with tracking to prevent the parcel from being lost.

Alternatively, our customer service team can assist you and issue you a prepaid return shipping label from DPD or DHL (depending on the region). The cost of return shipping will in such cases be deducted from the refund amount.