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: 4.27

4.3 Rating 7,257 Reviews

81 %

of reviewers recommend IT LUGGAGE

4.3

Based on 7,257 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	Greater than 90%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4 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 30th March 2026

Lindsey Ladds

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

345

Anonymous

Anonymous // 01/01/2019

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English

“Website gave wrong measurements, so case has to go back. I’m supposed to pay for the return (not my error, so why should I?) Customer service is one of the worst I’ve known - no way of contacting them after purchase. I had a better response from my message on Facebook, but I’m still waiting for an answer.”

Helpful Report

Posted 4 months ago

Hi Gwynneth, 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 you have been in frequent communication with our customer service team via social media, along with the team replying on 11/12 and 12/2 directly within the email chain, however, not receiving a response from yourself to this communication. Please kindly refer back to the email chain accordingly, providing the relevant information for collection to then be arranged. We hope to resolve this matter asap for you. Many thanks

Posted 4 months ago

“Delighted with the case and prompt delivery; unfortunately the zip is faulty, I have emailed to report this and received a reply stating that they would reply within 24/48 hrs excluding weekends, I still have not had a response, I sent another email and I am STILL waiting!!! I am very disappointed,I thought IT was a reliable company, my experience says otherwise!!”

Helpful Report

Posted 4 months ago

Hi Davena, Many thanks for your review. I am sorry to hear this. However, upon reviewing the email chain, it would seem that our correspondence to yourself is not reaching your inbox correctly, as the customer service team has responded to your contact form both on 06/11 and 12/11. Please kindly advise whether there is an alternate email address we could use for yourself at all? (You can provide this via private message on social media - you can find us @itluggage on Instagram and Facebook) Many thanks

Posted 4 months ago

“I have a couple of suitcases from IT luggage, all of which have served me well over the years. Inexpensive, decent materials, useful style with separate sections. Highly recommend”

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Posted 4 months ago

“Description on the website was accurate and it was despatched quickly and arrived without delay. Only negative is that the plastic packaging it came in does not appear to be recyclable or, if it is, it's not immediately obvious.”

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Posted 4 months ago

“Good price and great choice of Lightweight luggage”

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Posted 4 months ago

“New updated review 17/12 and will continue to do this until the issue gets resolved. Emailed the customer service on 3/12 and still no response. Despite my package being sent back to the supplier, i have still not received my refund. Company have now chosen to ignore my emails and have kept my money. Appalling and i will never be using them again. Received parcel 6 days late due to YODEL which meant my suitcase didn’t arrive on time for holiday. Emailed the IT customer service team 9 days ago on help trying to receive my parcel and no response. 1 star for poor communication and ‘customer service’ Latest update 25/11- i was unable to collect suitcase from collection point due to it arriving 6 days late and i was then on holiday. I have raised this issue with customer service but no response. So the parcel has been sent back to IT and i am now out of pocket. No one will respond to my emails.”

Helpful Report

Posted 4 months ago

Hi Madeleine, 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 only apologise that you have not heard back from our customer service team. Upon reviewing this further, it would seem that your email had been received into the incorrect inbox, for which I can only apologise. I have now flagged this to the team accordingly, should any further assistance be required at all. Many thanks

Posted 4 months ago

“Excellent range of goods. Chose my case and received 10% discount as a new comer and the case arrived wiothin 2 days.”

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Posted 4 months ago

“I am very disappointed with your courier we were both in the house. No knock at the door, no ring on the door bell. It was left outside for 1 and a half hours. It rained unfortunately and was soaking wet. Complained to the courier they said "that it was left in the porch, e don't have a porch. Go figure?”

Helpful Report

Posted 4 months 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. On our behalf, should you wish to receive any further assistance in regard to this matter or 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 more than happy to help. Many thanks

Posted 4 months ago

“Love them”

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Posted 4 months ago

“Thanks for a quick order. Great suitcase . Very happy”

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Posted 4 months ago

“Great luggage. Fast delivery”

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Posted 4 months ago

“The suitcases are perfect, however I am not sure I would buy again if you continue to use Yodel to deliver them. I waited in all day for them to be delivered with no tracking update available and even then the two cases came separately, the first at 5.15pm, second one at about 6.15pm but it was only delivered that day because the first driver phoned the second driver and asked him to do so. But I paid for next day delivery.”

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Posted 4 months ago

“Lovely case”

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Posted 4 months ago

“Very durable, easy to roll, expendable, great colour look really good”

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Posted 4 months ago

“Absolutely terrible, I would not buy from these again. Ordered 3 items, 2 arrived on time, 1 has not arrived, no tracking details, consistent e-mails to customer service has gone no where, only get we are investigating it. Never had these problem with Tripp suitcases !”

Helpful Report

Posted 4 months ago

Hi Craig, 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 a recent update has been provided in regard to this matter directly via the email chain as of yesterday afternoon. Please kindly refer back to this email chain should any further assistance be required at all. Many thanks

Posted 4 months ago

“Dispatched quickly and Delivered on time. The underseat cabin trolley bag, was sturdy, a good size and spacious. Easy to carry and wheels were easy to manoeuvre. All in all my daughter was very pleased with her gift.”

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Posted 4 months ago

“Great products but spent over £300 and was still charged £5.99 delivery cause it was NI. Ridiculous charge after spending so much but if I had lived in Aberdeen or Inverness it would have been free.”

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Posted 4 months ago

Hi there, Many thanks for your review. As highlighted on our website, this is something that the courier charges for certain post codes/locations, which they class as ''UK Non-Mainland Deliveries' and it is not a cost from ourselves. Many thanks

Posted 4 months ago

“For the most part very nice lightweight suitcases. However we had two of the same (duo-tone large, black), but the handle on one was mis-shapen and uncomfortable to hold in the palm of the hand. Overall, useful good products, but quality control (or packaging) is clearly an issue.”

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Posted 4 months ago

“Easy to use website, prompt and efficent service with regular updates regarding delivery.”

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Posted 4 months ago

“Lovely colour & style. Easy to manoeuvre! Until it got dented on plane at 4 days old & first time use. Wondering if the quality isn’t really there”

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Posted 4 months ago

Hi Louise, Many thanks for your review. I am sorry to hear this. Unfortunately, damage caused by an airline/3rd party is not covered under our 10-year warranty I'm afraid, therefore, we would be unable to assist further in this aspect. If you would like to contact our customer service team, they will be happy to provide you with the best contact details for the airline that you travelled with to contact them regarding this. You can reach out directly via the 'Contact Us' form on our website, where they would be more than happy to do so. Many thanks

Posted 4 months ago

IT LUGGAGE is rated 4.3 based on 7,257 reviews