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

English

“The luggage I bought was acceptable, however the published dimensions are incorrect - see review of the XXL”

Helpful Report

Posted 1 week ago

Hi there, Many thanks for your review. I am sorry to hear this. Please kindly refer to our 'how we measure guide', which indicates which aspects of the case are included within the measurements displayed online - https://itluggage.com/pages/how-we-measure-guide. I do hope this helps to clarify any concerns. However, 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. Many thanks

Posted 4 days ago

“Pleased with the case I have bought, however, delivery took 3 days, despite paying for next day delivery”

Helpful Report

Posted 1 week ago

Hi Chris, 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 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 more than happy to help. Many thanks

Posted 1 week ago

“I ordered this cabin case in the hope that the strap would fit on my same brand big case and doesn't it's a lovely case and will be keeping it but was hoping it would be compatible”

Helpful Report

Posted 1 week ago

Hi Julie, Many thanks for your review. I am so glad to hear that you are loving your new itLuggage. However, I am sorry to hear that this is not compatible with your larger case like you had hoped. Should you require any further assistance regarding this matter, or wish to initiate a return within the 28-day return/refund period, 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

“Delivery extremely quick and product really high quality unfortunately due to size I decided to return, returns process was simple and items were pick up promptly (7th May) however the refund process is extremely poor, it’s now 20th May and refund is yet to be received! 1st notification following collection was 19th May advising my refund had been processed however it could take a further 10 working days for the funds to be received into my bank account!! Extremely disappointing and unfortunately would put me off ordering in the future”

Helpful Report

Posted 1 week ago

Hi Ashley, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with the refund process. However, I can happily see that your necessary refund was fully processed as of 18/05, unfortunately, from this point there is nothing further we can do in terms of the time this takes to arrive within your bank account, for which I can only apologise. Nevertheless, if you do require any further assistance in regard to this matter or in the future at all, please do not hesitate to get back in touch. Many thanks

Posted 1 week ago

“Luggage itself is good, however make sure you order the correct size as you get charged for returns”

Helpful Report

Posted 1 week ago

Hi Andrew, Many thanks for your review. I am so glad to hear that you are loving your itLuggage. In regards to the return fee, many thanks for flagging this, unfortunately, we do not offer free returns, as also advised directly within our return policy on our website. However, 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. We wish you many happy travels! Many thanks

Posted 1 week ago

“looks nnice but have concerns over longgevity as zip arrived broken and stuggeling to return”

Helpful Report

Posted 2 weeks ago

Hi Chris, Many thanks for your review. I am sorry to hear this. Please be assured that we would be more than happy to continue to assist with your return, however, we do not seem to have received a response from yourself advising of the necessary information in order to arrange the collection. Please kindly advise back directly via the email chain and we can then happily proceed. Many thanks

Posted 1 week ago

“We ordered our luggage for next day delivery. As it hadn't arrived after two day we received an email direct from IT offering delivery refund or fuul refund with cancellation of order, we requested full refund. Now we are on holiday after purchasing luggage from local store only to receive an email informing us they have now delivered our luggage, we'll were not there so I don't know where they have been left or who has signed for them but it's not us. Please remember we are the customers we like to be kept informed we shouldn't have to chase up paid deliveries.”

Helpful Report

Posted 2 weeks ago

Hi Mark, 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, 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. Many thanks

Posted 1 week ago

“Ordered two large suitcases. One was perfect. The other the retractable handle sticks and has to be forced to push all the way in. Husband had to take mechanism apart to fix and even now too stiff for me to use. This should have been picked up in quality control.”

Helpful Report

Posted 2 weeks ago

Hi Tina, Many thanks for your review. I am sorry to hear this. 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 look into this matter further for you if you wish. Many thanks

Posted 2 weeks ago

“The suitcase never arrived but I was promptly given a full refund and offered a free delivery should I decide to re-order. The extra free delivery was irrelevant as it was on free delivery (over £50) anyway, but since I like the brand and have used IT for many years, I decided to give IT the benefit of the doubt and reordered. I hope this time the suitcase DOES arrive.”

Helpful Report

Posted 4 weeks ago

Hi Enzo, 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, please accept my sincere apologies, it would seem that the response to your email correspondence was an automated response from our system advising of your tracking information. I have now flagged your email as urgent for you, please be assured that a member of the team will be back in touch in due course. Many thanks

Posted 3 weeks ago

“Yodel failed to deliver my suitcase for over a week, and they then returned it to IT Luggage. I then had to contact IT Luggage to explain that I hadn't received my item. I received an email informing me that they had refunded my purchase. They didn't even offer to re-deliver, which is a shame, as I would have liked to have had the suitcase.”

Helpful Report

Posted 4 weeks ago

Hi Mark, 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, unfortunately, we do not seem to have received any email correspondence from yourself regarding this matter. Should you wish for our customer service team to look into this further for you, please kindly contact them directly via the 'Contact Us' form on our website, where they would be more than happy to help. Many thanks

Posted 3 weeks ago

“Any assessment of this brand must necessarily include their chosen delivery partner YODEL, whose service in this instance was appalling. (They failed by a large margin to deliver on their first attempt, were an hour late the second time and customer service was woeful). Would certainly be a consideration before purchasing another IT Luggage product.”

Helpful Report

Posted 1 month ago

Hi David, Many thanks for your review. I am sorry to hear of the delivery issues in which you 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, this is certainly not the standard we would expect. 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. We wish you many happy travels! :) Many thanks

Posted 1 month ago

“Happy with the item however disappointed with the courier being used as the box was delivered damaged and one of the suitcases was not in the packaging. Picture taken by the courier company however didn’t allow me to upload”

Helpful Report

Posted 1 month ago

Hi there, Many thanks for your review. I am sorry to hear that you are not 100% satisfied with the delivery service used 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 in the future at all, 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 help. Many thanks

Posted 1 month ago

“I ordered a set of 3 Legion suitcases and a medium Glitzy suitcase. They arrived as expected and I am very pleased with them. I looked each case over, testing all the zips etc, then decided to set the codes on the built-in combination locks. It is a simple process, starting with pressing in a small button, setting the code and pressing the release button - which also causes the small button to ping out to it's original position. No problem with the first three cases, but there was with the last one - the large Legion case. I tried to press the small button in, and it wouldn't stay, so I was unable to set a code. Others in the household tried - but no luck, it's a duff lock. I looked online about returning it for a replacement. It had to be done by email and was not a quick process. I had to wait for a reply, telling me to complete a form to put in the case and email back my details and a day it could be collected. When they receive the case, a new one would be sent out IF ONE WAS IN STOCK. I bought a SET of 3 and I want to know there is a replacement the same. What if it sells out? I am going on holiday soon and will need it, thats why I bought it!!!!! I work, so the pick up day had to be when I was home-working, since the email didn't say it could be collected in the evening. All this arranging is done by email and they don't answer promptly and don't address all my concerns. They even wanted a video of the problem, eventhough I had explained it - a video can't really show the problem!!! ONE PHONECALL could have sorted this and it would have taken much less time for EVERYONE concerned to sort the problem out. I found a phone number online, but it is never answered - an answer machine clicks in after a while and invites a message, but again, no reply was received for the message I left. I am anxious that a replacement won't be available, so am going to order one and see what happens. This problem shouldn't cause the customer so much effort to sort out. I am not returning it because I have changed my mind or because it was damaged in transport, I am returning it because it is faulty, which is their quality control error.”

Helpful Report

Posted 1 month ago

HI Fiona, Many thanks for your review. I am sorry to hear that you have experienced an issue with one of your new cases. Please kindly be aware that we do work exclusively via email I'm afraid, where although we are currently working through an increased number of emails due to the current peak period/recent bank holiday, we will always aim to assist to the best of our ability. Unfortunately, in order to assist to the best of our ability, if an issue has been raised with an item, we do require the relevant evidence to support this (in the form of an image or video) in order to proceed with the matter accordingly. I can happily see via the email chain that a member of the team has now responded as of this morning in regard to your return and how best to proceed in order for your correct replacement to be received - in line with the current stock availability. Please kindly refer back to the email chain where further updates on your collection will also be provided in due course. Many thanks

Posted 1 month ago

“The cases look the part but feel very flimsy. Not as sturdy as our previous IT suitcases.”

Helpful Report

Posted 1 month ago

Hi Rhonda, Many thanks for your review. I am sorry to hear you feel this way, however, would like to thank you for your feedback, this is very valuable to us. Should you require any further assistance at all, or wish to initiate a return within our 28-day return/refund policy, please do not hesitate to contact our customer service team directly via the 'Contact Us' form on our website. Many thanks

Posted 1 month ago

“Need to return the items, wrong colour”

Helpful Report

Posted 1 month ago

Hi Patience, 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

“When I received my suitcase it looked as though I received someone’s returned one therefore I was not happy with it not being in pristine condition. Also, this was my third purchased and the new design has changed. There is not a netted compartment like previously which is a shame.”

Helpful Report

Posted 1 month ago

Hi there, 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

“This is a complex review to write. The luggage is fabulous, well, would have been if I'd received it! It was meant to be delivered by Yodel on Tuesday, the 8th April. However, the driver couldn't find the address, even though he must have been right outside the property. Meant to be re-delivered the next day, no show, nor on Thursday or Friday! They had mislaid the package! Therefore, this would have been a 0 star, but Louise at Customer Services was brilliant, very prompt in replying and investigating and had a lot of empathy. I then had to order via Matalan a different set, 3/4 suitcases arrived, chasing DHL this time and eventually I could collect all 4 on Saturday afternoon (12th April) . Given this was for a flight on Monday (1.5 days later), I envisaged wearing all my clothes at once to the airport as Saturday morning I still had no luggage!! It's not it luggage that's the problem, it's the delivery options they have chosen. Yodel are absolutely dreadful. I've never spoken to so many advisors on Yodel, totalled about 11/12 over the course of the week!”

Helpful Report

Posted 1 month ago

Hi Angela, Many thanks for your review. I am sorry to hear of the delivery issues in which you 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 and thank you for making us aware of these issues. Following on from the above, I am glad to hear that all items have now been received successfully and you are loving your new itLuggage. Please do not hesitate to get back in touch should you require any further assistance in the future at all. We wish you many happy travels! :) Many thanks

Posted 1 month ago

“I'll be using my old 'it' cabin bag on my Canada flights.”

Helpful Report

Posted 1 month ago

Hi there, Many thanks for your review. Should you wish to receive any further assistance regarding this matter, please do not hesitate to contact our customer service team directly via the 'Contact Us' form on our website. Many thanks

Posted 1 month ago

“Straight forward purchase with no issues and quick delivery.”

Helpful Report

Posted 1 month ago

Hi there, Many thanks for your review. We do hope you love your new itLuggage and wish you many happy travels! However, should you require any 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. Many thanks

Posted 1 month ago

“This is the second suitcase we have purchased! 1st one was amazing, sturdy and strong! But the second suitcase unfortunately had a few noticeable marks on. Awaiting a replacement”

Helpful Report

Posted 1 month ago

Hi there, Many thanks for your review. I am sorry to hear this. However, I can happily see that collection of your return has now been successful, with your replacement order now processed as of today. 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 1 month ago

IT LUGGAGE is rated 4.3 based on 5,222 reviews