IT LUGGAGE Reviews

Name: IT LUGGAGE
Address: Luggage House, John Tate Road, Foxholes Business Park, Luggage House, John Tate Road, Foxholes Business Park, Hertfordshire
Rating: 4.22

4.2 Rating 8,022 Reviews

79 %

of reviewers recommend IT LUGGAGE

4.2

Based on 8,022 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Over A Week
Customer Service	3.7 out of 5
Returns & Refunds
Returns Process	Could Be Better

About IT LUGGAGE:

Established in 1985, It Luggage have been focused on designing luggage that meets traveller's needs for over 35 years.

Our dedicated in-house design team produces over 100 new styles every year, and their innovation and imagination sets us apart from other luggage manufacturers.

Recognised throughout the world as a leader in travel industry, we offer exceptional value, modern design, and excellent quality.

Visit Website

Email:

customerservice@itluggage.co.uk

IT LUGGAGE 5 star review on 21st June 2026

Terence Neil Hambleton

IT LUGGAGE 5 star review on 17th February 2026

Sheree Welsby

IT LUGGAGE 5 star review on 16th February 2026

Wendy Buckingham

347

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“Poor packaging ripped on corners of box. Marks on wheels of suitcase that I had to clean off. Split delivery and nit as quick as advised.”

Helpful Report

Posted 3 months ago

Hi Clare, Many thanks for your review. I am sorry to hear this. Unfortunately, as the courier is a separate company to itLuggage we would advise that any feedback is best advised to them directly, however, I would like to sincerely apologise on their behalf. On our behalf, should you require any further assistance regarding this matter, or in the future at all, please do not hesitate to reach out to our customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to help. Many thanks

Posted 3 months ago

“My suitcases are lovely, no problem there at all. However, sad to say the delivery was shambolic! Without my consent the DPD driver decided to drop my parcel at a drop off point which was not anywhere near me. This should not be allowed under any circumstances for a bulky item such as a set of 3 suitcases. The text I later got claimed they had missed me. This was untrue as I was at home all day expecting the delivery. I had to inconvenience friends who kindly helped me pick it up the next day as I do not drive. What’s most disappointing and upsetting is that I complained to your customer services on 28 March and have still not heard back.”

Helpful Report

Posted 3 months ago

Hi there, Many thanks for your review. I am sorry to hear this. Please kindly be aware that we are currently working through a peak period due to the Easter holiday weekend, with an increased volume of emails. Nevertheless, I have flagged this to the relevant department, who will be in contact with you today regarding this. Many thanks

Posted 3 months ago

“Ordered the 3 piece luggage set in Crème but has arrived in black. Emailed company to collect but still awaiting this happening. Have had to buy another suitcase as replacement so still awaiting a collection and refund for my order.”

Helpful Report

Posted 3 months ago

Hi Holly, Many thanks for your review. I am sorry to hear this. Please kindly be aware that we are currently working through a peak period due to the Easter holiday weekend, with an increased volume of emails. Nevertheless, I have flagged this to the relevant department, who will be in contact with you today regarding this. Many thanks

Posted 3 months ago

“Quality now is poor, had a hard case for 10 years so purchased another which lasted two trips, thought I’d give them another chance with a soft shell and Zipper on front pocket of case didn’t even last one journey!!”

Helpful Report

Posted 4 months ago

Hi Robert, Many thanks for your email. I am sorry to hear this. In order for our customer service team to investigate this matter further for you, please kindly reach out directly via the 'Contact Us' form on our website, where they would be more than happy to help. Many thanks

Posted 3 months ago

“Pricing is competitive and the colour is attrative but the material used is not fit for purpose. The older version of IT luggages seemed to be better made with better design e.g. the fabric divider had two pockets but the new IT luggage's fabric divider inside has no pocket at all.”

Helpful Report

Posted 4 months ago

Hi there, Many thanks for your review and feedback - this is very important to us, and we will be sure to take this on board. Should you require any further assistance regarding this matter or in the future at all, please do not hesitate to reach out to our Customer Service team directly via email, where they would be more than happy to help. Many thanks

Posted 4 months ago

“I am not happy with the luggage set. I have emailed to arrange a return but am still waiting for contact.”

Helpful Report

Posted 4 months ago

Hi Michelle, Many thanks for your review. I am sorry to hear that you are not 100% satisifed with your recent experience. Although I can happily see that a member of the team is now responding to you regarding getting this matter resolved. Many thanks

Posted 4 months ago

“I only purchased from IT again because I knew that the size of thr suitcade suits me for all my travelling requirements and that when I get to the airport it is accepted as hand luggage and there is no fuss. The quality of the wheels are suspect and have had to be replaced on previous IT luggage as have the telescopic handles which just snap.”

Helpful Report

Posted 4 months ago

Hi Carol, Many thanks for your email. I am sorry to hear this. In order for our customer service team to investigate this matter further for you, please kindly reach out directly via the 'Contact Us' form on our website, where they would be more than happy to help. Many thanks

Posted 4 months ago

“Still waiting on reply about large suitcase cover”

Helpful Report

Posted 4 months ago

Hi Anita, Many thanks for your email. Please kindly be aware that we do advise of a 24-48hr response period, with each new email received moving the chain back to the top of the inbox, therefore, increasing the waiting period for a response. Nevertheless, I can happily see that a member of the team has provided an update as of this morning for you. Please kindly refer back to the email chain directly, where any/all further assistance can be provided as required. We hope to resolve this matter asap for you. Many thanks

Posted 4 months ago

“Recieved the wrong colour product. Email response was quick. I was asked to send a photo of the swing tang barcode, which really wasn't very obvious as the barcode they wanted was on the reverse of 1 of many tags with generic itLuggage info - I didn't notice there was one with any product info on. Once they had the barcode they arranged collection on a working day with less than 24hrs notice and no way of changing - not ideal. That was a week ago and have heard nothing since to confirm the return has been received or when to expect the correct item!”

Helpful Report

Posted 4 months ago

Hi there, Many thanks for your review. I am sorry to hear this. However, I can happily see that a further update regarding this matter has been provided via email as of this morning for you. Please kindly refer back to this email chain directly, where any/all further updates will be provided as required. We hope to resolve this matter asap for you. Many thanks

Posted 4 months ago

“Telescopic handle broke after 1 trip, can full retract but cannot go down on one side!”

Helpful Report

Posted 4 months ago

Hi there, Many thanks for your review. I am sorry to hear this. However, I can happily see that you have reached out to our customer service team directly via email regarding this matter. Please kindly be assured that a member of the team will be back in touch in due course in order to investigate this further - please kindly refer back to the email chain where any/all further updates will be provided as required. We hope to resolve this matter asap for you. Many thanks

Posted 4 months ago

“Have been very disappointed with this luggage so far, haven’t used them very often, but the middle size one ended up with a hole in the top after one trip and the Large size has lost one of it zip things, so can no longer lock it, I don’t think I’ll be buying from IT Luggage again!”

Helpful Report

Posted 4 months ago

Hi Jo, Many thanks for your review. I am sorry to hear this. Should you wish for our customer service team to investigate this matter any further, please do not hesitate to reach out directly via the 'Contact Us' form on our website, wherethey would be more than happy to do so. Many thanks

Posted 4 months ago

“Your website is faulty. For a start, payment for my purchase generated all my debit card details by itself - including my 3 digit PIN, which was never happened before when making a purchaase on the web. You should not have my PIN stored in your records. Next, it generated a delivery address all by itself, without giving me any chance to correct it - it was the address of my sister, with the same name and initial. who lives in a different city. So the order was returned to sender. which means I didn't get it”

Helpful Report

Posted 4 months ago

Hi Jeremy, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. Please kindly be aware that our system cannot automatically generate payment or address information, however, this can always be auto-filled depending on the information and access granted on your/the customer's end. Nevertheless, should you wish for our customer service team to look further into this matter, or should you require any further assistance in the future at all, please do not hesitate to get in touch directly via the 'Contact Us' form on our website. Many thanks

Posted 4 months ago

“We have at Arrived to.oir holiday and we hav a split in our brand new case .it may be the handlers but still poor quality. I will be taking this further when were home .”

Helpful Report

Posted 4 months ago

Hi Paul, Many thanks for your review. I am sorry to hear this. Please do not hesitate to reach out to our customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to look into this matter further for you. Many thanks

Posted 4 months ago

“Great product, terrible customer service. Somehow despite having all my details preloaded on Apple Pay, they managed to charge the delivery post code. A simple phone call could have rectified this, but its email only. I ended up sorting the issue myself with the courier before I got a reply, in fact I’m still waiting on that reply! Won’t use them again”

Helpful Report

Posted 4 months ago

Hi David, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. However, I can happily see that the team responded to your original contact form as of 02/03. Please kindly be sure to check junk/spam inboxes in case this is where the email ended up. Furthermore, should you require any further assistance at all, please do not hesitate to get back in touch directly via email, where the team would be more than happy to help. Many thanks

Posted 4 months ago

“Sent back due to quality and colour.”

Helpful Report

Posted 5 months ago

Hi Sharon, Many thanks for your review. I am sorry to hear that you were not 100% satisfied with your recent purchase. However, I can happily see that your return collection has since been successful. Please kindly be aware that all refunds are processed within 10 working days from the date the successful collection took place. However, should you require any further assistance in the meantime at all, please do not hesitate to get back in touch. Many thanks

Posted 5 months ago

“First case arrived as scheduled and was fine. The second case arrived with no notification and had obviously been opened and resealed before. The case was damaged and I took photos of the damage and sent to it. Have had no reply from it and it's been nearly 3 working days! Need to pack today.”

Helpful Report

Posted 5 months ago

Hi Wendy, Many thanks for your review. I am sorry to hear this. However, unfortunately, we do not seem to have received any correspondence from yourself regarding this matter on our end I'm afraid. In light of this, I can happily confirm that I have now reached out to yourself directly via email in order to investigate this matter further for you. We kindly await your response in order to proceed, and hope to resolve this matter asap for you. Many thanks

Posted 5 months ago

“The measurements are incorrect and the bag is therefore of no use. I am awaiting a response to my email asking for a refund.”

Helpful Report

Posted 5 months ago

Hi there, Many thanks for your review. I am sorry to hear this. However, I can happily see that the customer service team are now providing assistance regarding this matter directly via email. Please kindly refer back to the email chain where any/all updates will be provided as required. We hope to resolve this matter asap for you. Many thanks

Posted 5 months ago

“As yet I have not received my order”

Helpful Report

Posted 6 months ago

Hi Anne, Many thanks for your review. I am sorry to hear this. Unfortunately, as the courier is a separate company to itLuggage we would advise that any feedback is best advised to them directly, however, I would like to sincerely apologise on their behalf. On our behalf, I can happily see that an update has since been provided regarding this matter directly via the email chain. Please kindly refer back to this email chain where any/all further assistance can be provided as required. Many thanks

Posted 6 months ago

“Looked like it had been to a customer before me . Wheels needed wiping the inside zip compartment half open and broken packaging thrown inside .”

Helpful Report

Posted 6 months ago

Hi Donna, Many thanks for your review. I am sorry to hear this. Please kindly be assured that all items dispatched from our warehouse are of brand new condition. However, should you require any further assistance regarding this matter at all, please do not hesitate to reach out to our customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to help. Many thanks

Posted 6 months ago

“Last bought from them 6 or 7 years ago - bags have lasted well. New bags may not be so long-lasting”

Helpful Report

Posted 6 months ago

Hi there, Many thanks for your review. I am so happy to hear of your positive experience in regard to your itLuggage purchased over previous years, and I do hope for the same experience with your recently purchased items. However, should you require any assistance in the future at all, please do not hesitate to reach out directly via the 'Contact Us' form on our website, where the Customer Service team would be happy to help. Many thanks

Posted 6 months ago

IT LUGGAGE is rated 4.2 based on 8,022 reviews