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

English

“I received the wrong size luggage and am still waiting for the correct one to arrive. The incorrect item has already been collected, and with an upcoming trip, I'm really hoping the right size is sent soon. So far, I haven’t received an update regarding the replacement.”

Helpful Report

Posted 1 week ago

Hi Ricardo, Many thanks for your review. I am sorry to hear this. However, please kindly be aware that we are required to collect the incorrect item prior to dispatching any further items as policy, therefore, with collection of the incorrect item only scheduled for 20/05 (yesterday), we would not have been able to dispatch any further items to yourself prior to this point. I can happily see that as your collection has now successfully occurred, your replacement item has been dispatched with the tracking information for this advised directly within the email chain. 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

“My previous purchase was fine, hence two stars rather than none. This one has not arrived. The courier delivered it to a different address and cannot tell me where it is. ITLuggage have not responded to my request for help. They have requested a review! I will be contacting the credit card company. Not good enough.”

Helpful Report

Posted 1 week 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, 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

“The cases are poorly made and the material feels weak. The handles are stiched badly and will no doubt fall off at some point, I would not recommend this product. If it wasn't for the fact we were in dire need of a medium suitcase for a PGL trip, I would have sent them back.”

Helpful Report

Posted 1 week ago

Hi Wayne, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with your recent purchase. However, we thank you for your feedback, this is very important to us and we will be sure to take this on board. Should you require any further assistance in the future at all, 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 help. Many thanks

Posted 1 week ago

“Sent wrong suitcase have returned it and now waiting for right one”

Helpful Report

Posted 2 weeks ago

Hi Mair, Many thanks for your review. Please accept my sincere apologies for this error. I can happily see that the customer service team are in assistance via the email chain, with dispatch of the correct item being processed for yourself. However, should you require any further assistance in the meantime or in the future at all, please do not hesitate to get back in touch. Many thanks

Posted 2 weeks ago

“Not great tbh.. brought the same model at same time just in two different colours but completely different, the inside sections are so different, the locks are different and the blue cases the locks is so hard to spin around. Used on Saturday for our first flight and both are scratched and marked already with scruffs of the hard casing taken. Not as robust as they make out. Also the cases don’t feel the most robust especially the blue case and feels like it’s going to break when lifting it. Very disappointed and not worth the nearly £200 I spent for them. Customer service isn’t that great either.”

Helpful Report

Posted 2 weeks ago

Hi Matthew, Many thanks for your review. I am sorry to hear that your luggage has been damaged in transit. Unfortunately, damage caused whilst your property is in the hands of a 3rd party/airline is not covered under our 10-year warranty I'm afraid. It is advised to make a claim directly with the 3rd party/airline in which damaged your property in this instance. However, should yo require any additional assistance at all, please do not hesitate to get back in touch with our customer service team directly via the 'Contact Us' form on our website where they would be more than happy to help. Please kindly be aware that we are currently working through an increased number of emails due to the peak period, however, a member of the team will be back in touch in due course/as soon as possible. Many thanks

Posted 2 weeks ago

“Why have I had an email asking for a review when I’ve yet to receive my luggage. Evri advised me they have my parcel on 1st may and would hear within 48 hours regarding delivery, only to be told it’s too large for their normal delivery (2 cabin bags aren’t large) and would need to make alternative arrangements. I need these bags for my holiday next week!! Sort out your couriers please!!”

Helpful Report

Posted 3 weeks ago

Hi Deborah, Many thanks for your review. I am sorry to hear of the delivery issues in which 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, if you would like our 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 happy to help. Many thanks

Posted 2 weeks ago

“My issues relate to the appointed courier Yodel. I received notification and tracking link on 1 May @ 10.39am. This advised of a delivery window between 15.19-17.19. At 19.30 the tracker indicated the driver had 10 stops before me. At 19.41 the tracker was updated stating “We need some more information about your address” At 19.42 the tracker was removed! My parcel was delivered the following day @ 13.10 without any explanation.”

Helpful Report

Posted 3 weeks ago

Hi John, Many thanks for your review. I am sorry to hear of the delivery issues 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, should you require any further assistance regarding this matter or in the future at all, 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 happy to help. Many thanks

Posted 3 weeks ago

“Unfortunately I cannot rate the case as it never arrived. My one piece of advice to IT Luggage would be to work with a better courier than the totally incompetent Yodel. The only positive feedback I can give is that the customer services of IT did their best to find my package, but they were also ignored by the terrible customer services of Yodel.”

Helpful Report

Posted 3 weeks ago

Hi Rich, Many thanks for your email. I am sorry to hear of the delivery issues 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. However, I am happy to hear that the customer service team were able to assist to the best of their ability on our behalf, with a full refund now processed in light of the undelivered parcel. Please do not hesitate to get back in touch should you require any further assistance in the future at all. Many thanks

Posted 3 weeks ago

“Luggage delivery was 4 days late, so had to borrow a suitcase for my travel, so I didn’t see the new one which only arrived today. So I didn’t not see it yet and cannot write a review.Poor IT choice of delivery company.”

Helpful Report

Posted 3 weeks ago

Hi Adina, Many thanks for your email. I am sorry to hear of the delivery issues encountered 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, should you require any further assistance at all, 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 help. Many thanks

Posted 3 weeks ago

“The look of thw suitcase is awesome. I love the ability to take off the wheels, that was a big seller as our previous IT luggage suitcases x4 of them, the wheels broke every time we went on holiday. I thought the locking system was a good idea too, however, one of them three suitcases the lock has already broken in first trip and another suitcase has already cracked. I don't think I will be buying IT luggage hardshell anymore. One trip and it looks like it has been through a warzone. They mark too easily and get dented too. Not too happy with them at the moment.”

Helpful Report

Posted 1 month ago

Hi Shazia, Many thanks for your review. I am very sorry to hear this. Please kindly 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

“I'm waiting tihearfrom it over my returning a case back to them but as of yet heard nothing back after I've given them the details they wanted”

Helpful Report

Posted 1 month ago

Hi there, Many thanks for your review. I am very sorry to hear this. However, we do not seem to have received any email correspondence from yourself in regards to this. Please kindly contact our customer service team directly via the 'Contact Us' form on our website where they would be more than happy to look into and rectify this matter for you. Many thanks

Posted 1 month ago

“Horrible service! I placed an order last week Friday and got no update. It’s Thursday of new week now. My travel date is on Monday and I have no luggage.”

Helpful Report

Posted 1 month ago

Hi Kennedy, Many thanks for your review. I am sorry to hear that you are experiencing issues in regard to the delivery of 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, I can see that you have also reached out via email where the customer service team are now providing further assistance and are in contact with Yodel directly in an attempt to push the delivery through for you. Please kindly refer back to the email chain where any/all further updates will be provided. Following on from the above, should you require any further assistance in the meantime at all, of course please do not hesitate to get back in touch. We hope to resolve his matter asap for you. Many thanks

Posted 1 month ago

“Okay,, first suitcase was faulty as handly kept locking when tried to extend it upwards. Return was not easy to organise, packaged up, was asked to send video, declined, no control over pickup by Yodel, first one didn't turn up ALL DAY, second one didn't turn up when they said and we had no control over the time, we didn't even get an advance email. Took too long to return, no other options than a pick up, still not got the refund after many days even though I had the email to say it will be coming. Oh and I didn't get postage refdunded. Second product did not arrive on time via Evri, 3 days late. Refunded my postage but terrible”

Helpful Report

Posted 2 months ago

Hi Claire, Many thanks for your review. I am sorry to hear of the issues you have experienced in regard to your recent orders and the delivery companies used in relation to these. 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 all refunds are processed within 10 working days from the date of the successful collection taking place, therefore, as your collection took place on 11/03, the refund should be expected by 25/03. However, I can happily see that this was processed as of 18/03 for you - you should have received email confirmation of this. However, nevertheless, I would like to pass on my sincere apologies for any inconvenience the return process may have caused yourself. Please do not hesitate to get back in touch should you require any further assistance in the future at all. Many thanks

Posted 2 months ago

“Not happy with service. Ordered a kids cabin bag for a present from my grandson. Received the package to find it is the wrong case entirely. Still waiting to receive the correct case 10 days after ordering!”

Helpful Report

Posted 2 months ago

Hi Jayne, Many thanks for your email. I am sorry to hear that you received the incorrect item in regard to your recent order. However, I can see via the email chain that the first correspondence received from yourself regarding this was as of 12/03, only 4 working days ago. During the period between receiving your first correspondence and now, I can see that collection of the incorrect item has been arranged and should have now gone ahead. Once we have received confirmation that the collection was successful, the correct item will then be dispatched - this is being confirmed with the warehouse as of currently. Please kindly refer back to the email chain where further updates regarding this matter will be provided. We hope to resolve this asap for you and apologise for any inconvenience caused. Many thanks

Posted 2 months ago

“I ordered my luggage and it was supposed to be delivered last week the 22 February it is the 28 February and I still hav e it received, very poor service”

Helpful Report

Posted 3 months ago

Hi Juanita, Many thanks for your review. I am sorry to hear that you have not received your order as of yet. Should you wish for the 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. Many thanks

Posted 3 months ago

“Unfortunately my order was not delivered in time. Paid for next day delivery but held up by yodel for over 1 week with no assistance. Luggage was subsequently returned to warehouse and I received full credit. Yodel let you down”

Helpful Report

Posted 3 months ago

Hi Zowielea, Many thanks for your review. I am sorry to hear that you 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. However, on our end, I can see that your full refund has now been processed in light of the parcel being returned to sender. Please do not hesitate to get back in touch should you require any further assistance in the future at all. Many thanks

Posted 3 months ago

“A bargain is only a bargain if you can take the case in the cabin - I couldn’t.”

Helpful Report

Posted 3 months ago

Hi Angus, Many thanks for your review. I am sorry to hear this. We always advise cross-checking the desired case measurements with the relevant airline restrictions prior to purchase/travel in order to avoid this. It is the customer's responsibility to cross-check if they wish to do so. We also have convenient pages on our website dedicated to displaying all of the approved cabin styles per airline in one place—these can be found under the 'Cabin Luggage' tab. I can only apologise that we cannot be of further assistance on this occasion, however, I do hope this helps going forward. Many thanks

Posted 3 months ago

“Good, however used once on a trip 2 weeks ago and basically one of the wheels has come off. I get that it’s not IT luggage fault, but really disappointed in the build quality that this should happen.”

Helpful Report

Posted 3 months ago

Hi James, Many thanks for your review. I am sorry to hear this. Should you wish for our 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. Many thanks

Posted 3 months ago

“The only complaint I have with you is the poor packaging you use. My first delivery from you was in a very strong box and delivered by Yodel This time the courier was Evri. Think you need to change courier as they held my parcel 5 days before delivery so that means you technically didn't deliver within your timescale that you advise on your website and when the order is placed. Also the state of the package when I collected was disgusting. There was no packaging in the empty spaces so by the time Evri have finished handling it the box was torn and there was so much tape trying to hold it together. Luckily I have all the bits I need as I won't be ordering from you again”

Helpful Report

Posted 3 months ago

Hi Claire, Many thanks for your review. 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. However, we would like to thank you for your feedback, we will be sure to take this on board. Should you require any further assistance in the future at all, please do not hesitate to get in touch with our customer service team via the 'Contact Us' form on our website. Many thanks

Posted 3 months ago

“Returns very difficult”

Helpful Report

Posted 3 months ago

Hi Ella, Many thanks for your review. I am sorry to hear that you feel this way, however, many thanks for your feedback. I am glad to see via the email chain that your return/collection has been successful, with your full refund to be provided within 10 working days (from the date the successful collection took place). However, should you require any further assistance in the meantime at all, please do not hesitate to get back in touch. Many thanks

Posted 3 months ago

IT LUGGAGE is rated 4.3 based on 5,222 reviews