Help centre

FAQs

How can I pay for my order?

On our website, you can make a payment via PayPal, ShopPay, Afterpay or using any major credit card. Rest assured that our payment process is 100% secure.

Is my payment secure?

Yes, of course! Shopping online with Steamline Luggage is 100% secure. We use a payment service provider, Stripe, to handle our credit card transactions. Stripe is a leader in online security, and maintains several layers of technology to keep your information safe and secure at all times. We also offer PayPal as an alternative payment method, should you so wish. If you have any queries regarding the security of our payments process, please contact our team at: hello@steamlineluggage.com and we will be happy to assist you.

What countries do you ship to? 

We ship to the US, UK, Europe, Canada, Australia, New Zealand the Middle East, China, Hong Kong and Singapore. Contact us if your country isn't on this list and we will see if we can accomodate you.

Will I have to pay customs charges?

Orders outside the EU, UK and the USA are subject to local customs charges.

Please see our Delivery and Returns page for more information.

How do I track my order?

Once we have received payment from you, we will work to get your order dispatched from our warehouse and into the hands of our shipping partners. Once this stage has been completed, you will automatically receive an email from us containing your shipping details and tracking number. Once your order has left our warehouse you will be able to track its whereabouts by following the link in the email mentioned above, right up until such time as it is in your hands.

How long until I receive my order?

Please see our delivery page for information.

Do you ship to P.O. Boxes? 

Unfortunately, we are not able to guarantee delivery to P.O. Boxes.

What is Installments with Afterpay?

Installments with Afterpay is a service that allows you to make purchases now and pay for them over time. To learn more, visit www.afterpay.com

How do I use Installments with Afterpay?

**PLEASE NOTE: If Afterpay doesn't display after entering your email address, please select the Continue as Guest option to proceed with Afterpay.**

Simply add your desired SteamLine pieces to the cart and checkout as normal. At the checkout, choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase.

Please note that all items in your shopping bag must be eligible for Installments with Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Where can I use Installments with Afterpay?

Afterpay is only offered to our customers in regions where an Afterpay or Clearpay Account can be created (US, CA, AU, NZ for Afterpay, UK for Clearpay).  Customers must have a billing address, shipping address, credit card, debit card, or bank account, and a mobile phone number in the corresponding region to set up an account with Afterpay or Clearpay

Where can I find common questions about payments?

Check out the Afterpay Payments FAQ.

When will my items be delivered if I use Installments with Afterpay?

Afterpay orders are delivered pursuant to our usual delivery time frames after you complete your order online.

How do I return or exchange an item purchased using Installments with Afterpay?

Subject to our return and refund policies, if you have changed your mind, you may be able to return your Afterpay purchase for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you are fully returning items you purchased using the monthly payments option and a refund is owed, any amounts paid towards the good or service will be refunded; any interest that has already been paid will not be refunded. You may be charged interest for the period of time before your refund is processed.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com

How do I return my item?

For information on our returns process please see our returns page.

What if there is something wrong with my order?

In the unlikely event you are not completely satisfied with you order please email hello@steamlineluggage.com and we will resolve it for you as quickly as possible.

Can I customize my luggage?

Unfortunately we don’t currently offer a customization or monogramming service.

However, it is something that we’re very interested in doing in the future. Please email your suggestions to hello@steamlineluggage.com and we`ll keep you updated.

Can Steamline Luggage Stowaway cases be used as cabin baggage when travelling by air?

Good question! We all know how strict airlines have become on cabin baggage allowances in recent years.

Unfortunately, the answer is no. Measuring 23.6 x 15.7 x 8.3 inches (60 x 40 x 21 cm), our Stowaway cases are simply too large to be used as cabin baggage.  

However, all cases in our Carryon category have been designed specifically to meet these strict regulations, and as such they make perfect inflight companions.  Don’t forget that our smaller attaché luggage items can also be used as cabin baggage.

I’ve lost my keys, how can I get a replacement set?

Firstly, we are so sorry to hear this. We can of course send you replacement keys. In order to do this, please send us an email to hello@steamlineluggage.com with your original order number and a clear image of the lock. We will send you the appropriate key you need!

I’d like to order a case that is out of stock. How long will I be waiting?

We know that no one likes waiting too long for something that they would like to purchase.  Unfortunately, the wait time will depend on the luggage that you have in mind. The best thing to do is to sign up for our newsletter and that way you’ll be the first to hear about restocked collections, new collections and promotions. You can also contact our team regarding availability on: hello@steamlineluggage.com

What are the dimensions of SteamLine Luggage Hatboxes?

Our Hatboxes come in three sizes, Small, Large and Deluxe. The dimensions and weight of each are as follows: Small: 12" x 11" x 4" & 3.1lbs. Large: 15" x 14" x 6" & 3.5lbs. Deluxe: 18" x 16.5" x 7" & 4.2lbs.

What are the dimensions of SteamLine Luggage Vanity Cases?

In general our Vanity cases measure 11.8 x 7.9 x 4.7 inches (30 x 20 x 12 cm) and weigh 1.8kg

 

What are the dimensions of SteamLine Luggage Carry On Cases?

In general our Carry On cases measure 19.7 x 14.6 x 6.7 inches (50 x 37 x 17 cm) and weigh 4.5kg

What are the dimensions of SteamLine Luggage Check in/ Stowaway cases?

The sizes vary from collection to collection, but in general our Stowaway cases measure 23.6 x 15.7 x 8.3 inches (60 x 40 x 21 cm) and weigh 5.6kg.

What are the dimensions of SteamLine Luggage Check In Spinner cases?

The dimensions vary from collection to collection but in general our Spinner cases measure 26.7 x 16.2 x 9.8 inches (68 x 40 x 25 cm) and weigh 6.6kg.

What materials do you use?

We use a range of materials across all of our range. For an in-depth breakdown of our materials and collections, please check out our blog.

Caring for your SteamLine to last a lifetime

As with any natural leather product, the appearance of your Steamline Luggage will change over time. The vegetable-tanned leather softens and often patinas depending on your own adventures around the world, and how well it is stored during your sojourns at home. These changes are entirely expected and will not affect your luggage’s functionality. In fact, in our own experience, well-used luggage is usually accompanied by a very happy traveller!

Embrace the beauty marks of travel as you and your SteamLine case adventure together. 

Use your Protective Cover


Enclosed with all of our Carry-Ons and Check-in Luggage you will find a protective rain cover for your luggage. Please use the protective cover when you need to check-in or think you might be on rougher terrain. Simply slip the cover over your case and whisk it off again when you want to attract the attention of passer-by and fellow travel companions.

Cleaning your case

To clean your case, please wipe clean with a soft damp cloth. Always choose an appropriate cleaning material so as not to discolour the case exterior. Strong cleaners or abrasive products are not recommended. Gently dry the surface if excess water is on your luggage for any lengthy period of time.

For the linen in The Editor collection, you can use a foam shoe or upholstery cleaner to gently rub out any dirt or debris from the linen fibers. 

For our Pasco fibreboard collections (The Starlet, Correspondent, Sweetheart, Industrialist, Illustrators) scuff marks can be removed from the exterior with a neutral color gum eraser.

Spillage of liquids inside the case should be cleaned as soon as possible with a dry absorbent cloth. Although our poly-satin linings are very easy to keep clean and care for, if not dried immediately, excess liquids may stain or discolour the lining or affect the shape of the case.

Removing Airline Stickers


Airlines love a badly placed stubborn sticker! We advise being careful when removing travel/ airline communication stickers as these can tear the surface of your case. We recommend using a hairdryer on strong adhesives such as airline stickers to gently loosen and remove stickers from your Steamline luggage. Stubborn or sticky glue residue can be safely removed using a simple alcohol like isopropyl. A test patch is highly recommended before total application. 

Four quick steps will allow you to change the combination lock to whatever you desire.

  1. Open the lock by sliding the square button away from the combination dials to release the latch. Note the combination code will be set at 000 when it arrives to you.
  2. While the lock is open, slide the square button towards the combination dials. Keep holding this button until you have completed the next step and have reset the lock.
  3. Set your new combination by rolling each dial until it displays your desired code making sure the three digits are centered in the middle and that your new code is something that you will remember in the future.

Release the button.

Where to find the keys

The keys are located inside the case in the corner of the inside pocket.

I’ve lost my keys, how can I get a replacement set?

Firstly, we are so sorry to hear this. We can of course send you replacement keys. In order to do this, please send us an email to hello@steamlineluggage.com with your original order number and a clear image of the lock. We will send you the appropriate key you need!

Luggage for Life is SteamLine's lifetime luggage refurbishment program. In partnership withModern Leather Goods in New York City, we will work with you to make any cosmetic or mechanical repairs to your SteamLine case for the life of your luggage. Please contact us athello@steamlineluggage.comto begin reviewing your needs!

I purchased my item on clearance. Can I return it?

We are sorry to say that there is a strict no-return policy on clearance items discounted over 30%.

There are minor cosmetic blemishes on a piece I purchased on clearance. Why?

Clearance products are tested to the same standards and hold the same warranty as any other products, but may have minor cosmetic blemishes as they are end of line stock and therefore have been in storage for longer periods.

Storing your Steamline Luggage

When not in use, ideally stand your empty case in an upward position rather than on its side. If flat, please refrain from laying heavy objects upon the exterior especially when empty. Heavy pressure on top of an empty suitcase can misalign the luggage and affect the lock alignment. Please ensure that the case is not crammed into a space where deformation may occur when empty.

The dust bag provided with your luggage is recommended if storing out of sight.


It is also best to avoid leaving heavy items inside the suitcase for extended periods of time. Doing so may affect the shape or cause damage to the suitcase. 

You can store blankets, towels, or seasonal clothing in your luggage. This will actually help keep the shape in tack when in storage for long periods.

Steamline cases are best stored in a cool, well-ventilated place. Do not allow your Steamline to be exposed to direct sunlight, high temperatures or damp. Doing so may affect the shape and/or the paint finish. 

And remember, the best part about SteamLine is its eye-catching, photogenic quality! SteamLine is one of the few luggage brands in that world that you needn’t store out of sight when not on the move. See our SteamLine at Home page for inspiration! 

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