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 8,001 Reviews

79 %

of reviewers recommend IT LUGGAGE

4.2

Based on 8,001 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 29th July 2026

351

Anonymous

Anonymous // 01/01/2019

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

English

“Zip not very good quality and white blemish on the outer black case. Looks like someone sent it back already given broken wrapping. Disappointed but only needed for one or two trips otherwise I would send it back.”

Helpful Report

Posted 9 months ago

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

Posted 9 months ago

“Cabin bag arrived damaged due to travel in 4 days”

Helpful Report

Posted 9 months ago

Hi Ann-Marie, Many thanks for your email. I am sorry to hear this. Please do not hesitate to kindly 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 9 months ago

“Never received because of awful service from their chosen delivery service (YODEL by InPost). Entry from "My parcel's journey: 3/10/25 09:43 We need some more information about your address. Please get in touch with us. 3/10/25 09:44 Your parcel has been returned to your sender. Please get in touch with them." i.e. 2nd message sent only 1 minute after first! The address was correct, and it isn't as if it's a difficulty street to find!!!”

Helpful Report

Posted 9 months ago

Hi there, Many thanks for your email. 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 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 do so. Many thanks

Posted 9 months ago

“The return process has been extremely frustrating. The collection has been booked with the courier three times, yet the item still hasn’t been picked up. While the fault lies with the courier, the company should reconsider their return procedure. I am requesting a refund, as I no longer have confidence that the collection will take place, despite multiple attempts. I hope this issue is resolved as quickly as possible and refund is done as I am not resposible for this unattempted collection.”

Helpful Report

Posted 10 months ago

Hi Homayra, 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 this matter now seems to have been resolved. However, should any further assistance be required at all, please do not hesitate to reach back out directly via the email chain, where the team would be more than happy to help. Many thanks

Posted 10 months ago

“After first trip using our cases the medium cases zip burst leaving contents open”

Helpful Report

Posted 10 months ago

Hi Lesley, Many thanks for your review. I am sorry to hear this. Please do not hesitate to reach out to your customer service team directly via the 'Contact Us' form on our website, where they would be more than happy to investigate this matter further for you. Please kindly be aware that we are currently navigating a peak period, with an increased number of emails, however, please be assured that a member of team will always aim to be back in touch as quickly as possible. Many thanks

Posted 10 months ago

“I'm sad to say that the suitcase I bought turned out to be completely different from what I expected. I have two IT suitcases, one is almost 20 years old, and if it weren't for a recently broken wheel, I wouldn't have replaced it. It's one of the best suitcases I've ever owned. The smaller one is in excellent condition, despite its many travels. Unfortunately, the one I ordered turned out to be a complete failure. What happened to you guys? The new suitcases have lost their quality.”

Helpful Report

Posted 10 months ago

Hi Olivia, Many thanks for your review. I am sorry to hear you feel this way, however, I would like to thank you for your feedback, this is very valuable to us. Should you wish for our customer service team to look into this matter any 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 10 months ago

“Purchased 2 medium plus suitcases in july. One of the zip pieces fell off initially and had to tighten myself with pliers or couldn't lock. I had also purchased 2 as a gift and the happened with one of them. I Then used mine.for first time on 2nd September and IT badge came off leaving small pieces of metal sticking out.”

Helpful Report

Posted 10 months ago

Hi Sandra, Many thanks for your review. I am sorry to hear this. Should you wish for our customer service team to look into this matter any 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 10 months ago

“I just received my Indulging Cabin bag, and upon unboxing I noticed a scratch near the handle. It’s disappointing to see a visible mark on a brand-new cabin bag. Since I need to travel in three days, I don’t have enough time to return it or request a refund.”

Helpful Report

Posted 10 months ago

Hi Muhammad, Many thanks for your review. I am sorry to hear this. Should you wish for our customer service team to look into this matter any 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 10 months ago

“Original order was misplaced. I didn't receive it. A refund wasn't offered when I informed them of this misplacement until I requested a refund. I had to reorder my items. I would have preferred a replacement instead of waiting for a refund to reorder.”

Helpful Report

Posted 10 months ago

Hi Claire, Many thanks for your email. I am sorry to hear this. However, I can happily see via the email chain, and from the information provided within your review, that a refund was processed in light of this matter at your request. Nevertheless, should any further assistance be required in the future at all, please do not hesitate to get back in touch. Many thank

Posted 10 months ago

“I can’t really write a review of IT luggage at this time as I am to complain to them about the quality of my luggage and will be expecting a quick response to my complaint.”

Helpful Report

Posted 10 months ago

Hi Laura, Many thanks for your review. Unfortunately, I cannot seem to locate any email correspondence from yourself I'm afraid. Please kindly 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. Please kindly be aware that we do advise of a 24-48hr response period, although this can vary during peak periods like we are currently working through. Many thanks

Posted 10 months ago

“Customoer service not very understanding. My issue was not resolved. I asked for an email address for the complaints department but never received an answer.”

Helpful Report

Posted 11 months ago

Hi Kirsty, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. I can see via the email chain that your query was in regard to delayed next-day delivery. However, I can happily see that this was not the case as your order was placed on 13/08 and delivered on 14/08, keeping in line with next-day delivery accordingly. Please kindly advise how we may be of further assistance? Many thanks

Posted 11 months ago

“No updates on delivery that was delay. Had to chase the courier up myself.”

Helpful Report

Posted 11 months 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 investigate this matter further, please do not hesitate to get in touch directly via the 'Contact Us' form on our webiste, where they would be more than happy to do so. Many thanks

Posted 11 months ago

“The return process provided by IT luggage wasn’t entirely straightforward. I was provided with a tracking number which supposed to display the collection time on the day of collection, but it did not. When I reached out to customer services for clarification early that same morning, I received no response. As a result, I was left waiting around the entire day for the courier to arrive, which was an inconvenience for me. You also have to pay a £5 return fee which gets deducted, something that I have never come across.”

Helpful Report

Posted 11 months ago

Hi there, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with the return process. However, unfortunately, when it comes down to the collection timeframe, this is to be advised directly via the courier I'm afraid and not ourselves. I do, however, apologise for any inconvenience this may have caused. Nevertheless, I can happily see that your collection has now taken place successfully. You can expect your refund to be processed accordingly within 10 working days. However, should you require any further assistance in the meantime, please do not hesitate to get back in touch. Many thanks

Posted 11 months ago

“Gorgeous pattern on the suitcase. I am currently waiting for a replacement, but I don't know how long it will be. Please could I have an update as soon as you can due to travel commitments.”

Helpful Report

Posted 11 months ago

Hi Nikita, Many thanks for your review. I can happily see that your replacement item was requested as of yesterday morning. Please kindly be aware that it usually takes around 48hrs to receive any replacement tracking information, however, as soon as we have been made aware of this, you will be updated directly within the email chain. However, should you require any further assistance in the meantime, please do not hesitate to get back in touch. Many thanks

Posted 11 months ago

“Didn't revived the luggage from the cotton. Tracking was very confusing I diverted the package and turns out the shop refused the delivery 3 times which means we have no recent the item and it is being returned when we need them.”

Helpful Report

Posted 11 months 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, unfortunately, we do not seem to have received any email correspondence from yourself I'm afraid. Should further assistance be required, please do not hesitate to reach out directly via the 'Contact Us' form on our website, alternatively, please kindly drop us a direct message via social media (@itluggage on Instagram and Facebook) where we can then advise of a direct email address. Many thanks

Posted 11 months ago

“Luggage looked lovely, delivery was on time. Strength sturdiness rubbish”

Helpful Report

Posted 1 year ago

Hi Francesca, Many thanks for your email. I am sorry to hear you feel this way. Unfortunately, we are unable to take responsibility for any damage that may arise due to normal wear and tear, cosmetic damage, misuse, accident, abuse, exposure to extreme temperatures, acids or solvents or mishandling including handling by third parties. As the damage to your suitcase falls within the above-mentioned categories and would therefore not be deemed as a fault within the item itself, I can only apologise that we cannot be of further assistance on this occasion. However, please do not hesitate to reach out directly via the 'Contact Us' form on our website should you require any further assistance in the future at all. Many thanks

Posted 1 year ago

“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 LUGGAGE is rated 4.2 based on 8,001 reviews