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: 4.23

4.2 Rating 8,053 Reviews

79 %

of reviewers recommend IT LUGGAGE

4.2

Based on 8,053 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

“I bought it specifically for our first ever cruise, so not the hardest of trips, but on the journey through the airport home one of the wheels was struggling and had lost both rubber pieces. the plastic wheel underneath worked okay but it was disappointing.”

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

“I ordered 2 large cases in different colours. When they arrived, one box was sealed and the case had plastic wrapping around it, plus the handles etc had protective sleeves over the. The other case came in a box that had obviously been opened as it was all taped up. There was no protective wrapping or covers over the handles. The wheels were also dirty. This was obviously a customer return and sold on as new. I expected better shopping direct from it luggage direct. I would have returned the case had I had more time. I will not be buying from it luggage again. This is not acceptable.”

Helpful Report

Posted 1 year ago

Hi Paul, Many thanks for your review. I am sorry to hear this, this is certainly not the standard we would expect. However, please kindly be assured that all items dispatched from our warehouse will be of brand new and unused condition. Nevertheless, our customer service team would be more than happy to look into this natter further for you if you wish. Please kindly get in touch directly via the 'Contact Us' form on our website. Many thanks

Posted 1 year ago

“Fairly strange delivery process to begin with, date given and no show on one item then both sent together on another day?”

Helpful Report

Posted 1 year ago

Hi David, 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. Nevertheless, I am happy to see that your order, consisting of 2x separate parcels, has now been successfully delivered in full. 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, where the customer service team would be happy to help. Many thanks

Posted 1 year ago

“The case arrived promptly and looks very stylish. However, I was disappointed with its durability—after just a week-long trip to Scotland by train, the stitching began to come undone.”

Helpful Report

Posted 1 year ago

Hi Andrea, 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 assist you with this. Many thanks

Posted 1 year ago

“IT delivered a damaged suitcase, terrible experience”

Helpful Report

Posted 1 year ago

Hi Jennifer, 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 1 year ago

“I am still waiting for the delivery of my case, probably a fault of the courier”

Helpful Report

Posted 1 year ago

Hi Phillip, 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 wish for our customer service team to investigate this matter further, please do not hesitate to reach out directly via the 'Contact Us' form on our website, where they would be more than happy to do so. Many thanks

Posted 1 year ago

“Very annoyed , handle doesn't pull up , IT is ment to be a good brand”

Helpful Report

Posted 1 year ago

Hi Julie, Many thanks for your review. I am sorry to hear this. I can happily see that you have also reached out directly via social media/email in regards to this matter and our customer service team will soon get back to you regarding this. Should any further assistance be required at all, please do not hesitate to refer back to this email chain, where the customer service team would be more than happy to help. Many thanks

Posted 1 year ago

“Giving 2 stars as the delivery from Yodal was a day late with no prior warning so not impressed with initial order from IT.”

Helpful Report

Posted 1 year ago

Hi Les, 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 wish for our customer service team to investigate this matter further, please do not hesitate to reach out directly via the 'Contact Us' form on our website, where they would be more than happy to do so. Many thanks

Posted 1 year ago

“Returned an item as I’d decided it was too big, really complicated to return something. Was told someone would contact me as to when it would be collected. No one did. Courier just arrived at my door, luckily I was in. Put my name on mailing list to let me know when an item would be back in stock and no email recieved. Went online and it was back in stock 🙄”

Helpful Report

Posted 1 year ago

Hi Carla, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. I can see from the email chain that the customer service team responded to both of your emails in under 24 hrs and on 7th July at 10.40am, a member of the team did contact you as promised to confirm the collection had been booked and confirmed for the 9th July and they also provided you with the couriers tracking number for the collection, so you could see the allocated 2 hour collection slot given by the courier on the day of collection. Please kindly be sure to check junk/spam inboxes in case our emails are ending up there. Many thanks

Posted 1 year ago

“I love the case but the TSA lock was broken I have had one before but it just would not let me set it up, so I cannot give it a good rating unfortunately I only got the case in time for my trip so had no time to contact you before hand or to return it and since then I have been in hospital so this is my first proper opportunity to tell you about it. I am very disappointed in the case overall now which is a shame because I have been using your cases for a long while now”

Helpful Report

Posted 1 year ago

Hi Jane, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent purchase. 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 happy to help. Many thanks

Posted 1 year ago

“I am not sure this suitcase will go the distance; it is flimsy and I think it will get crushed and "split" in two halves on its first journey and I will lose all my belongings. I do hope I am proved wrong .... I will let you know after IT's first trip on an aeroplane!”

Helpful Report

Posted 1 year ago

Hi there, Many thanks for your review. I am sorry to hear you feel this way. Please kindly be assured that our luggage is rigorously tested to ensure it meets not only industry standards but more importantly withstands the travel needs of our customers. However, should you require any assistance in regard to your recent purchase, and in line with our warranty policy, please do not hesitate to reach out directly via the 'Contact Us' form on our website, where the team would be more than happy to help. Many thanks

Posted 1 year ago

“The large actually fits a medium suitcase. I think the description should be more precise.”

Helpful Report

Posted 1 year ago

HI Muna, Many thanks for your review and feedback. To kindly confirm, all suitcase measurements are listed clearly on our website and available to view prior to purchase. However, should you require any further assistance at all, please do not hesitate to reach out to our customer service team directly via the 'Contact Us' form on our website. Many thanks

Posted 1 year ago

“Haven’t used the suitcase yet.The box it was delivered in was obviously a used box tattered and worn,for that reason I would never buy from you again and the inside of the suitcase was creased and untidy obviously it had been sent back and not inspected”

Helpful Report

Posted 1 year ago

Hi Douglas, Many thanks for your review. I am sorry to hear this, this is certainly not the standard we would expect. Should you wish for our customer service team to investigate this matter any further for you, please do not hesitate to get in touch directly via the 'Contact Us' form on our website, where they would be more than happy to do so. Many thanks

Posted 1 year ago

“2 of 3 cases seem fine but the handle on the third is broken, gets stuck in the upright position., which makes me question the quality of all of them. Emailed a week ago and so far no response to address this issue which is frankly appalling customer service. Not all that impressed.”

Helpful Report

Posted 1 year ago

Hi Maddy, Many thanks for your review. I am sorry to hear this. However, unfortunately, we do not seem to have received any email correspondence from yourself I'm afraid. Please may you kindly resend this? I have now also sent a direct email to your email address requesting this in the hopes that this will help your email response come through correctly. Many thanks

Posted 1 year ago

“Luggage set received. The box arrived damaged and the suitcases were inside of eachother. The largest case had arrived all bent on the corners. I have contacted customer service but as of yet no response. Suitcase is dented in on the sides and we have tried to push it out and it does not go back into place. Lovely colour set although the packaging is not great when it arrives to you.”

Helpful Report

Posted 1 year ago

Hi there, 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, we do advise of a 24-48hr response period, however, please kindly be assured that a member of the team will be back in touch in due course in order to assist further regarding this matter for you. Many thanks

Posted 1 year ago

“I have purchased several times and the delivery company was UPS and it was an excellent company but the last time it was Evri which is a company that does not have a good reputation and has many comments on it as the shipment was delayed and the box arrived as if it had been opened before”

Helpful Report

Posted 1 year ago

Hi Ahmed, 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 wish for our customer service team to investigate this matter further for you, please do not hesitate to get in touch directly via the 'Contact Us' form on our website, where they would be more than happy to do so. Many thanks

Posted 1 year ago

“My first order was damaged so I made contact online as there is no telephone number to contact this company. The customer service is appallingly bad. I sent screen shots and videos of the damaged suit case and initially got a reply saying they would arrange collection a few days later. I messaged back asking to change the pick up day and heard nothing. Arranged to work from home for pick up to be told it would be the following day! I e mailed again with my discontent and heard nothing! Sent further e mails asking for updates and my dissatisfaction and nothing. Received a text message from DPD with replacement delivery time when I told this company I would not be available to receive delivery, heard nothing back!!!! Then received a further text from DPD for collection of damaged case, nothing received from ITL. Sent a further email mail complaining about ITL lack of customer service and poor communication and still to this day I have had no reply. Good suitcase once replaced, very poor communication and customer service”

Helpful Report

Posted 1 year ago

Hi Tracey, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. However, I can see directly via the email chain that the customer service team upheld frequent communication with yourself in order to keep you updated to the best of their ability. I can only apologise that you do not feel that this was the case. I am, however, happy to hear that your replacement has been received successfully. Please do not hesitate to get back in touch should you require any further assistance in the future at all. Many thanks

Posted 1 year ago

“It should not use Yodel again till now I have not received my luggage and I have to now go pick up my suitcase from their depot as Yodel is rubbish and didn’t even bother!”

Helpful Report

Posted 1 year ago

Hi there, 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 wish for our customer service team to look into this matter further for you, please do not hesitate to get in touch directly via the 'Contact Us' form on our website where they would be more than happy to do so. Many thanks

Posted 1 year ago

“I’m sorry to say that we are quite disappointed with the quantity of our luggage. I will be sending over an email with photo attached to show that our cabin case came with a broken handle and I find the zips quite awkward.”

Helpful Report

Posted 1 year ago

Hi Paula, Many thanks for your review. I am sorry to hear this. Please do not hesitate to get in touch with our customer service team directly via the 'Contact Us' form on our website where they would be more than happy to look into this further for you. Please kindly be aware that due to the current peak period, we are working through an increased volume of emails, however, please be assured that a member of the team will be back in due course/as soon as possible for you. Many thanks

Posted 1 year ago

“Placed my order on the 25th of May still hasn't arrived 8 days later so cannot comment on the actual item”

Helpful Report

Posted 1 year ago

Hi Jenna, Many thanks for your review. I am sorry to hear that you have yet to receive your order. Please do not hesitate to contact our customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to look into this further for you. Many thanks

Posted 1 year ago

IT LUGGAGE is rated 4.2 based on 8,053 reviews