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: 4.28

4.3 Rating 5,222 Reviews

81 %

of reviewers recommend IT LUGGAGE

4.3

Based on 5,222 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	Greater than 91%
Customer Service
Communication Channels	Email, Telephone, Live Chat
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 May 2025

304

Anonymous

Anonymous // 01/01/2019

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

English

“My luggage arrived damaged. The suitcases looked used with dirty wheels and a lots of marks all over them. If they mark this much I can’t see them lasting long. Awaiting a refund”

Helpful Report

Posted 18 hours ago

“Been trying to get someone to answer my phone call to explained why they have changed the zips does not match my other two cases I’ve bought five cases from It Luggage won’t be buying any more why can’t they answer my phone call😡”

Helpful Report

Posted 3 days ago

Hi Janet, Many thanks for your email. I am sorry to hear that you have been experiencing difficulty getting in touch. Please kindly be aware that we do operate exclusively via email I'm afraid, therefore, the best way to contact the team would be directly via the 'Contact Us' form on our website. Please kindly be aware that we are currently working through an increased number of emails due to the peak period, however, please be assured that a member of the team will be back in touch in due course/as soon as possible. I hope this helps! Many thanks

Posted 2 days ago

“Still waiting for customer service to get back to us as are suitcases only after the 1st use is dented and damage. We thought they were supposed to be strong?”

Helpful Report

Posted 4 days ago

Hi Juliet, Many thanks for your review. I am sorry to hear that you have not heard back from our customer service team as of yet. Unfortunately, due to the peak period, we are working through an increased number of emails, which may explain the delay in our response time, for which I can only sincerely apologise. I can see that the first correspondence in which we have received from yourself was as of yesterday morning - please be assured that a member of the team will be back in touch regarding this directly via the email chain in due course/as soon as possible for you. Many thanks

Posted 3 days ago

“Was an issue with my suitcase when it arrived it was damaged i contacted them immediately to get a replacement and they took ages to respond do i didn't have chance to use it for my holiday. Waste of money”

Helpful Report

Posted 6 days ago

Hi there, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. Unfortunately, due to the peak period, we are working through an increased number of emails, which may explain the delay in our response time, for which I can only sincerely apologise. However, I can see via the email chain that when a convenient date for collection of the returning item was requested, 27/05 was advised by yourself. Therefore, as we are unable to dispatch any further items/replacements prior to a collection taking place (under policy), we would only be able to dispatch your replacement after the successful collection has taken place on 27/05. I can only apologise that, in turn, this means that your replacement will not arrive in time for your upcoming travels. However, should you require any further assistance at all, please do not hesitate to kindly refer back to the email chain where the team would be happy to continue to help. Many thanks

Posted 4 days ago

“Handle on luggage did not work and material very flimsy that it burst. It’s the worst money I have spent on luggage would defo not recommend I had cheap luggage for years and never had a bother thought it was time to upgrade and worst mistake I made”

Helpful Report

Posted 6 days ago

Hi Kim, Many thanks for your review. I am sorry to hear this. 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. Many thanks

Posted 4 days ago

“Very very poor service. It has been over 10 days and I still haven’t received my order and customer service have not been very helpful at all trying to locate where my order has gone. No offer of a new order to be sent out. Expected more from the customer service of a large company like IT.”

Helpful Report

Posted 1 week ago

Hi Kate, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience. 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 see that you have been in communication with our customer service team via email since Friday, for a span of 3 working days, with the team investigating the whereabouts of your parcel during this time. Please kindly refer back to the email chain where a further update has been provided as of this morning for you and of course, do not hesitate to get back in touch if we can be of any further assistance in the future at all. Many thanks

Posted 1 week ago

“The suitcase arrived with a damaged security lock. Seemed to have been tampered with as it’s covered in scratches and I cannot reset the pin. Still awaiting a response about the collection and refund process.”

Helpful Report

Posted 1 week ago

Hi Ed, Many thanks for your review. I am sorry to hear this. However, I can happily see via the email chain that the team have responded to your original contact form as of 14/05 regarding the collection of your item, and are now waiting further information from yourself in order to arrange this. I have resent this email now in case this has not been received. Please kindly advise back with the necessary information directly via the email chain where the team would then be more than happy to proceed with arranging collection for you. Many thanks

Posted 1 week ago

“I purchased a 5 piece luggage set and when used for the first time a stud fell off one of the cases and a lock on one of the others broke. I am really disappointed with the quality and question if the cases are fit for purpose. I love the look of the luggage but surely I shouldn’t have these issues the first time I use the cases.”

Helpful Report

Posted 1 week ago

Hi there, Many thanks for your review. I am sorry to hear that you have experienced issues with your luggage. 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. Please kindly be aware that due to the current peak period the team are working through an increased number of emails, however, please be assured that they will be back in touch in due course/as soon as possible for you. Many thanks

Posted 1 week ago

“Arrived scratched and wheel broke on first trip abroad I have sent in complaint but I never receive a response from IT luggage once your have purchased it seems tbr customer service is non existent.”

Helpful Report

Posted 2 weeks ago

Hi Rachel, Many thanks for your review. I am sorry to hear that your luggage has been damaged in transit. Unfortunately, we do not seem to have recived any email correspondence regarding this I'm afraid. You may of course resend this if you wish, however, please kindly be aware that damage caused by an airline/3rd party is not covered under our 10-year warranty. Therefore, I can only apologise that we would not be able to provide further assistance under warranty on this occasion. However, please do not hesitate to get back in touch should you require any further assistance in the future at all. Many thanks

Posted 1 week ago

“I have not received my parcel, its been over 7 days and Evri is doing nothing about it. I have sent you guys an email complaint but not heard from you.”

Helpful Report

Posted 2 weeks ago

Hi there, Many thanks for your review. I am sorry to hear that you are experiencing delivery issues in regard to your recent order. 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 are currently working through an increased number of emails due to the peak period, however, please be assured that a member of the team will be back in touch in due course, with the hope of resolving this matter as soon as possible for you. I do sincerely apologise for the delay. Many thanks

Posted 2 weeks ago

“hasn’t been delivered”

Helpful Report

Posted 2 weeks 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 your customer service team to look into this 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 2 weeks ago

“Order placed 1st May. No delivery 13th May. Checked delivery tracker, states returned back to sender!! No communication from IT at all and too slow in responding to my email for a full refund. Terrible service”

Helpful Report

Posted 2 weeks ago

Hi Vicky, Many thanks for your review. I am sorry to hear of the delivery issues you have experienced in regard to your recent order. 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, please kindly be aware that we do usually advise of a 24-48hr response period, however, as we are currently working through an increased number of emails due to the peak period, the response time may vary I'm afraid, for which I can only apologise. Nevertheless, please be assured that we would be more than happy to assist with this matter further for you and a member of the team will be back in touch in due course/as soon as possible. Many thanks

Posted 2 weeks ago

“Excitedly awaiting my order but Yodel decided to return to sender without attempting delivery IT luggage kept telling me it wasn’t until finally agreed it had . I wanted a replacement product with expedited delivery delivery but requests ignored and was given a refund !”

Helpful Report

Posted 2 weeks ago

Hi Rebecca, Many thanks for your review. I am sorry to hear of the delivery issues you have experienced in regard to your recent order. Unfortunately, from looking through the email chain, it seems that the information we were receiving from the courier in regard to the whereabouts of your parcel differed from the information in which the courier was advising yourself. I do apologise for this and for any confusion/inconvenience caused. Unfortunately, in the event that a parcel is returned to sender by the courier, we are required to process a full refund under policy I'm afraid - I can see this has now been processed for yourself. However, please do not hesitate to get back in touch should you require any further assistance in the future at all. Many thanks

Posted 2 weeks ago

“No delivery”

Helpful Report

Posted 1 month ago

Hi Debbie, Many thanks for your review. I am sorry to hear that you have not received your order as of yet. 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 for any delays on their behalf. On our behalf, if you would like our customer service team to look into this further for you, they would be more than happy to do so. Please do not hesitate to kindly get in touch directly via the 'Contact Us' form on our website. Many thanks

Posted 4 weeks ago

“Ordered a 4 piece set of luggage but when it arrived the zip on the larggest suitcase was broken so couldnt open to see if the other 3 were ok! Sent in to IT via there complaints system which aske me to imput the order number 3 times! (very time consuming) They acknowledegd my complaint 2 weeks ago saying someone would be in touch but I have heard nothing since!”

Helpful Report

Posted 1 month ago

Hi Brian, Many thanks for your review. I am sorry to hear this. However, I can see via the email chain that the team responded to your original contact form on 17/04, offering collection of your order. Please kindly be sure to check junk/spam inboxes in case this is where the email ended up. I can confirm that I have also resent this email today. We hope to resolve this matter asap for you. Many thanks

Posted 4 weeks ago

“Wouldn't know not received it yet appalling delivery men don't turn up when they say this is 4 times now”

Helpful Report

Posted 1 month ago

Hi Helen, Many thanks for your email. I am sorry to hear that your order has not been received as of yet. 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, 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 the whereabouts of your parcel further for you. Many thanks

Posted 1 month ago

“My Parcel hasn’t arrived yet.”

Helpful Report

Posted 1 month ago

Hi Shannon, Many thanks for your email. I am sorry to hear that your order has not been received as of yet. 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 month ago

“Actually received the luggage after the first order was delivered to the wrong address and I had to wait for a refund! After finally getting the suitcases this time, I was disappointed that the large case was battered and had marks on it! The design and quality is lovely but I’m just gutted about the marks on it. As the first lot didn’t turn up, I now don’t have the time to return these cases as I need them to go away.”

Helpful Report

Posted 1 month ago

Hi Kirsty, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent experience, this is certainly not the standard we would expect. I can happily see that you have also reached out directly via email in regard to the most recent issue regarding the marks on your item. Unfortunately, we are currently working through an increased number of emails due to the bank holiday period, however, please be assured that a member of the team will be back in touch via the email chain as soon as possible for you. We appreciate your ongoing patience in this matter and hope to come to a speedy resolution. Many thanks

Posted 1 month ago

“I received a text saying my item was going to be delivered and a time it would be delivered on the day… it’s 4 days later and still not here. The delivery driver called and said he was on his way all now I have not received my items”

Helpful Report

Posted 1 month ago

Hi Pascale, Many thanks for your review. I am sorry to hear that you have experienced delivery issues in regard to your recent order. 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, if you wish for our customer service team to look into this matter further for you, they would be more than happy to do so - please kindly contact them directly via the 'Contact Us' form on our website. Many thanks

Posted 1 month ago

“Was not delivered! Yodel and IT have not responded to any emails and requests as the luggage was delivered to a different address and the picture uploaded is not my home. So disappointed. I’d ordered a number of luggage’s in the past, but this was a time sensitive order. Won’t be ordering again or recommending to friends as I’ve not had any resolutions or help with this issue.”

Helpful Report

Posted 1 month ago

Hi there, Many thanks for your email. I am sorry to hear that you have experienced delivery issues in regard to your recent order. 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 in order for us to be able to look into this matter further for you. Please kindly contact our customer service team directly via the 'Contact Us' form on our website where they would be more than happy to assist. If the above has already been actioned, please kindly advise of your email address via social media private message so that we can locate the emails from yourself and provide further assistance. You can find us @itluggage on Instagram and Facebook. Many thanks

Posted 1 month ago

IT LUGGAGE is rated 4.3 based on 5,222 reviews