Frequently Asked Questions

Do your products come with a warranty?

All suitcases purchased at Antler.com come with a 10-year warranty. We don’t offer a warranty on any other products.

How can I make a warranty claim?

To make a warranty claim, please complete our Warranty Claim Form here.

We offer a 10-year warranty on all our suitcases. See full details on our Warranty page here.

What payment methods can I use?

You can pay by credit card or debit card — we accept Visa, Visa Debit, Mastercard and American Express. Express checkout is available via ShopPay, PayPal and AfterPay.

All payments are processed securely.

How long does delivery take?

Please allow 1-2 working days for the order to be processed.

Our standard delivery time is up to 9 working days.

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

We aim to make our deliveries as efficient as possible. If you’ve ordered multiple products, for example a carry-on and a medium suitcase, or a suitcase and a backpack, we may pack the products inside each other. Please unzip and check inside the largest product, and your second bag or suitcase will most likely be there. If not, please email us at hello@antler.com.

Do the suitcases nest inside each other?

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

My Chelsea duffel is missing its shoulder strap — what's happened?

Our Chelsea overnight bag and Chelsea weekender both 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?

Our lightest suitcase is our Brixham luggage. This is a soft-shell suitcase designed to be as lightweight as possible without compromising on strength or durability.

We are proud of our reputation as a world leader in luggage, with lightweight design remaining at the heart of our development and innovation.

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 hits, falls and heavy impact a little better than polypropylene. Polycarbonate also performs slightly better in durability tests and is inherently scratch-resistant.

Why is the zip on the lining of my suitcase 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. You can also unzip it carefully to clean inside your suitcase if you’d like to.

Does the height of a suitcase include the wheels?

Yes, the height of our suitcases includes the wheels. You'll find the full dimensions for all our luggage in the 'Specifications' section at the bottom of each product page.

Why doesn't my promotional code work?

We offer a welcome discount code for first time customers who sign up to our newsletter. We may offer additional discount codes from time to time. It is not possible to combine promotion codes on a single order. Promotion codes are only valid on full price luggage and travel bags. They are not valid on gift cards, during sale periods or on items which are already discounted.

If you’re still having trouble using your code, please contact our customer service team at hello@antler.com.

How can I contact you?

For all customer enquiries you can email us at hello@antler.com or use our Live Chat service on our website.

For any press or partnership enquiries please email press@antler.com Please do not use this email address for customer service questions as our press team will not be able to assist you.

 

Purple Dot - About Page/FAQs

Purple Dot is a waitlisting platform that allows you to be the first to get your hands on Antler next great item. Purple Dot will keep you in the loop the whole time.

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.

What are my payment options with Purple Dot?

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

What happens if I cancel my pre-order?

You can cancel at any time here https://www.antler.com/pages/manage-pre-orders

You will receive an email confirming the refund and should see the money back in your account in 3-5 business days.

Can I change my email or shipping address?

Yes! Send an email to hello@antler.com 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 cancelled my pre-order. How long will it take until I receive my refund?

Once you have cancelled your pre-order, your refund will be processed within 3-5 business days.

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

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