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: 4.26

4.3 Rating 7,468 Reviews

80 %

of reviewers recommend IT LUGGAGE

4.3

Based on 7,468 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.9 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 10th March 2026

Juliet Ojeogwu

IT LUGGAGE 5 star review on 20th February 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

IT LUGGAGE 5 star review on 31st January 2026

Mrs Oksana Cartmill

344

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful Language: Any Any

English

“Bought a Large black Convertible suitcase. Arrived faulty (one of the wheels was broken). Took nearly a week of communication to sort out my return, by that time the bag had sold out so I couldn't replace. Had to buy the Xlarge more expensive version of the bag. They didn't even smoothly just help replace and process the new order for me, I had to re-order myself, no apologies or even a discount for wasting my time after they messed up. Still awaiting my refund from the first suitcase.”

Helpful Report

Posted 1 year ago

Hi there, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. To confirm, all refunds are processed within 10 working days of the collection successfully taking place, therefore, in this instance, as your collection took place on 19/07, you can expect to receive your refund by 02/08. You will be notified once this has occurred. I hope this helps! Please do not hesitate to get back in touch should you require any further assistance at all. Many thanks

Posted 1 year ago

“Very good product , very good service and Quick delivery”

IT LUGGAGE 5 star review on 27th July 2024

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Posted 1 year ago

“Hi I haven’t used this luggage yet but have had IT luggage in past and happy with it. Probably won’t be using til next year now as just back from holiday and used old IT luggage which was great but gone for this for the 8wheel as have the medium case and the small so thought may aswell have the full set!”

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Posted 1 year ago

“The dimensions advertised are not right. I contacted the customer service with pictures of the real measurements (using a measure tape), however they said that I should also count the handle up in the measurements (??!!). Not the best quality nor the service”

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Posted 1 year ago

Hi there, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent purchase, however, I can confirm that the information provided via the email chain is correct - the height measurement does in fact count all the way to the top of the handle when retracted into the case (the highest point). For further information on how we measure, you can find this linked here: https://itluggage.com/pages/how-we-measure-guide. 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

“Great piece of luggage x 2 cabib cases with removable wheels,one arrived minus the bag for the removable wheels two minute email and confirmation confirmed that one was on it's way. Great customer service also.”

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Posted 1 year ago

“Beautiful suitcase. I have only used it once so cannot comment on durability but so far so good. I would definitely recommend. Also, very good customer service. I will definitely recommend.”

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Posted 1 year ago

“So you guys are after customer reviews true be told your luggage is not bad but you guys are very bad for return process you will send return slip but you never sent your courier to pick it up you leave me with no options to keep it or give it out this my 2nd experience with you people. You pretend that you didn't not see all the emails sent to you, you have to improve in your customers service pls”

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Posted 1 year ago

“Great selection of cases. Site easy to navigate.”

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Posted 1 year ago

“Smart and just the right size and weight. Great.”

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Posted 1 year ago

“I am very impressed with IT luggage. The quality is excellent and considering it has a warranty for 10 years, it gives you peace of mind that it must be very well made and will stand up to a lot of use.”

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Posted 1 year ago

“Love my new luggage. Easy to order and delivery very quick. Would order again from IT Luggage.”

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Posted 1 year ago

“Nice luggage but the lock let it down. It's stuck.”

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Posted 1 year ago

Hi Tony, Many thanks for your email. I am sorry to hear that you are experiencing issues regarding the lock on your suitcase. If you wish to receive further assistance in this matter, please kindly contact our customer service team directly on ITL_contact@itluggage.co.uk and they would be happy to help. Many thanks

Posted 1 year ago

“Excellent quality. Exactly as described. Perfect”

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Posted 1 year ago

“Good company to deal with. Prompt delivery. Make sure you keep tags to validate warranty (I zip mine into luggage inner lining).”

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Posted 1 year ago

“Arrived on time packaged well”

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Posted 1 year ago

“I have always loved IT Luggages because of it's lightweight and ease of use. Very practical and has no disappointed so far. I will definitely return to make more purchases”

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Posted 1 year ago

“It certainly looks good but has not been used yet”

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Posted 1 year ago

“I need a refund of the next day delivery i paid for and my bag was delivered after 2 days.”

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Posted 1 year ago

“My parcel was delivered to the wrong address, which is the courier’s fault. When I finally located it, I found it was packed in a Hello Fresh box, which was odd. I opened it and immediately saw that a piece of the plastic inside was missing, showing a misshapen wheel. There is no way anyone at the warehouse would have missed seeing that. I took photos and emailed them to customer service. An agent named Darren replied to my faulty returns request, that contained photos of the fault. He told me that there would be a charge that would be taken for the return fee. I let him know that was against Consumer Rights. It Luggage had to pay for the return of the faulty item and ALL of my original payment, including shipping, had to be returned to me. It Luggage had deliberately tried to palm off a previous faulty return and expected me to pay to send it back! I wonder how many times you’ve stolen money from customers who’ve paid to return faulty items without knowing their rights. The courier It Luggage claimed to have booked for collection failed to show up on two separate days. It’s not until I opened a case with Paypal that they booked a courier and gave them instructions to come to my address. They did not immediately respond to Paypal. They emailed me directly and asked me to close the Paypal case. After receiving their suitcase back, they asked me to close the Paypal case again. They told me there would be a delay in getting my refund if I didn’t close it. Not true. As soon as Paypal saw you’d received your suitcase, they refunded me. Now that you have your suitcase back, don’t attempt to pass it onto another unsuspecting customer. Your company has behaved shamefully and I want nothing more to do with you. TL;DR Sent me a CLEARLY faulty return, in a Hello Fresh box. Tried to con me into paying for a return. Failed to send a courier for collection TWICE. Asked me to close Paypal case before resolution. Wanted to stall my refund after receiving their faulty item back.”

Helpful Report

Posted 1 year ago

Hi Farah, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. I have had a look into this for you and can see that the first email correspondence in which we received from yourself was as of 28/06, with an automated response quickly being sent back within a couple of minutes. This automated response states that £5 will be deducted from your return, this is standard procedure, however, as your item arrived damaged/faulty, this fee will not be deducted, as advised within our next email to yourself on 01/07, along with the tracking details for your first collection. I can only apologise for this failed collection attempt on behalf of the courier. The second collection was then arranged on 15/07 and went ahead successfully. You may confirm yourself that both of these collections were in fact definitely scheduled in by copying the tracking numbers provided into the couriers website if you wish. Therefore, as the second collection was successful, I am unsure as to why a PayPal case was raised as I cannot see of any mention or requirement for this from the email chain. Unfortunately, we simply cannot process a refund while a PayPal case is open, hence why this was requested to be closed so that the full refund could be provided. However, I am glad to hear that PayPal refunded this themselves directly. I hope this helps to clarify a few points. 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

“Amazing, love the luggage, delivery was really quick. Great price and service 10/10!”

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Posted 1 year ago

IT LUGGAGE is rated 4.3 based on 7,468 reviews