Frequently Asked Questions


How can I make a warranty claim?

Should you need to make a warranty claim, you can find all the details here.

What payment methods can I use?

You can pay by credit card or debit card—we accept Visa, Visa Debit, Mastercard, Solo, Maestro UK, American Express, Visa Electron, or express checkout is available via Paypal and Amazon Pay. 

UK customers can also pay with Klarna. All payments are processed securely. 

How do I set my TSA lock? 

You can find more details on how to set your TSA lock, and what to do if you’re having trouble with it, on our locks page here.

Do your suitcase locks come with keys?

Please see our locks page here for how to set your luck. But no, our suitcases feature a TSA-combination lock. These types of lock use a combination code that you set yourself when you receive the suitcase—think of it like a 3-digit PIN code. Instructions on how to set this lock are included in the 'Owner's Manual' booklet that comes with your case.

It's important to remember your code, because once it's set, it's understandably tricky for us to help you figure out what it is! The Owner's Manual includes space for you to make a note of your code, which we advise you to keep in a safe place. 

TSA locks are internationally recognised and designed so that if airport security services need access to your case, they will be able to open it without breaking it. 

For more information on how to set your lock, head to our locks page here.

I ordered two products but only one has arrived, what should I do?

Suitcases and bags

We aim to make our deliveries as efficient as possible, to save on packaging. If you’ve ordered multiple products, for example a cabin and a medium suitcase, or a suitcase and a backpack or holdall, we pack our products inside each other. Please unzip and check inside the largest suitcase, and your second bag or suitcase will most likely be there.

What’s the best way to store my suitcases? Do they nest inside each other?

Yes, our suitcase sets are designed to nest neatly inside each other, so if you have a set of the same collection, you can store your cabin suitcase inside your medium suitcase, and then the pair of them inside your large suitcase.

My Chelsea overnight bag or weekender bag is missing its shoulder strap—what's happened?

Our Chelsea overnight bag and Chelsea weekender come with a detachable shoulder strap. The strap is usually found folded up, in one of the zipped pockets of the bags, so you may not immediately notice it. Please look in all pockets before getting in touch with us if you think your bag has arrived without one. 

How do I return an item?

If you're not completely satisfied with your purchase, or if your new purchase has arrived with a fault, you can arrange a complimentary return. Please see the full details about how to arrange a return on our returns page here.

What is your policy on returns?

We will accept the return of any goods within 28 days from the date of delivery. All items for return must be in their original packaging, including the dust bag, and must be unused.

Which is your lightest suitcase?

We understand that in today's travel environment, it's essential to be able to pack more of what you want. We are proud of our reputation as a world leader in luggage, with lightweight design remaining at the heart of our development and innovation.

Our lightest cabin suitcases are our Soft Stripe cabin suitcase—at 1.9kg.

What is the difference between polycarbonate and polypropylene in hard-sided suitcases?

Both polycarbonate and polypropylene are best-in-class materials for luggage. Polypropylene is lighter than polycarbonate, but not quite as flexible. Polycarbonate has built-in flex, which means it will take knocks and heavy impact a little better than polypropylene. Polycarbonate also performs slightly better in durability tests, and is inherently scratch-resistant. Our best-selling Clifton case is made of polycarbonate, whilst our Lincoln and Portobello cases are made of polypropylene. 

Why is the zip on the lining of my case missing the pull tag?

There is no need for you to unzip the lining of the case as it isn’t designed to be an internal pocket; it is deliberate that the zip has no pull tag. The zip is there for us to access the interior of the case and retractable suitcase handle, should we need to at any stage, for a repair.

How do you measure the height of a suitcase?

You'll find the dimensions of our luggage in the 'Size & Weight' section, on each product page. The height of our suitcases includes the wheels.

My promotional code doesn't work?

We offer a 10% promotional code for first time customers who sign up to our newsletter. We may offer additional promotional codes from time to time so that our newsletter subscribers get the latest and very best deals. 

It is not possible to combine coupon codes on a single order. All codes are not valid on the following items: Antler loves, Outlet, Gift cards. Please note codes are not valid during sale period or on items which are already discounted. 

If you have an issue with a code and have checked the above, please contact our customer service team who will be happy to assist you further.  

How can I get in touch with you? 

For all customer enquiries you can email us at or look out for the Live Chat box that pops up on site in the bottom left corner or via WhatsApp. If you see it, we're there and ready to speak to you. If not, we'll be back soon. We run Live Chat as often as we can—usually (though not always) every day, from 9am-5.30pm. 

For any press or partnership enquiries please email

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to, or held by, Antler. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

For Pay later in 3 interest-free instalments, yes. Just go to the Klarna app or log onto and pay off early.

For Pay later in 30 days, you can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.


I have cancelled my order. How long will it take until I receive my refund? 

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.


What do I need to provide when I make a purchase?

You will need to provide your email, shipping address and card details. All communications will be sent to your email address, including details of how to cancel and any updates of your pre-order.

Can I change my email or shipping address?

Yes! Send an email to with your updated details and a member of the customer service team will get this updated for you. You will then receive an updated pre-order confirmation email.

Is my payment information safe?

Payment information is processed securely by Stripe. No card details are transferred to or held by ATR Brands trading as Antler or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols.

I have asked for a refund. How will I be refunded?

Refunds are issued back to the debit or credit card used at checkout.