Faq

Frequently Asked Questions

Please note the following delivery times to estimate the arrival of your order with us. These delivery estimates are for orders placed before midday, otherwise please add an extra business day. Delivery estimates are a guide and cannot be guaranteed.

Important update: Your delivery may not arrive within the below timeframes due to the Coronavirus impact currently experienced by our carrier, Australia Post. Please refer to the latest updates from Australia Post regarding this topic here

Regular Post
Australia Post regular tracked delivery across Australia.

Metro: 2-3 Business Days (Perth/Darwin 3-4 Business Days)

Regional: 3-6 Business Days

Remote: 4-10 Business Days

At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. However, it may take up to 48 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package for up to 48 hours. All questions regarding the status of a package with a tracking number should be directed to Australia Post.

If we shipped you the wrong product from TUMI please contact our Customer Service Department immediately. Before you call, please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History. Please be prepared with a detailed description of the difference between the product you ordered and the product you received. You may email our customer Service Department at customercare.au@tumi.com with a screenshot of your Order History and a photograph of the product you have received for our referencing.

Customers can only purchase product off their local site. TUMI does not participate in cross border shipping. If you would like to ship to a selected country, the purchaser must purchase the products from that specific country's website.

Unfortunately, you are only able to use one credit card to make your purchase on tumi.com.au.

You can check the “order status” in my account by logging on TUMI.COM.AU. And we will contact via e-mail if there’s update for your order status.

After you have clicked "Place Order", you cannot cancel or change your order. Our system is designed to process and ship orders immediately.

Processing: Your order has been submitted and the information you entered during checkout is being processed.

Shipped: The products have shipped from our warehouse to the indicated shipping destination.

Cancelled: The order is in cancelled status and will not be processed.

To add products to your Shopping Cart, follow these simple steps:

  • Choose a size and/or colour for the product you want to purchase.
  • Click on the drop-down menu to select a size. It will specify in the drop down menu if it is in stock, out of stock, backorder or available for purchase.
  • If a colour is not provided, it is out of stock and is not available for purchase.
  • Enter a quantity in the field provided.
  • Click the "Add to Cart" button to add the item to your Shopping Cart.

There are some changes you can make to your shopping cart. To remove a product, click "Remove." By clicking "Add Free Personalisation," you can add monogramming to your product. Then click "Apply Personalisation" to proceed back to the shopping cart. By clicking "Make this a Gift," you can select your gifting options. Then click "Continue" to proceed back to the shopping cart. Save a product for later. If you wish to continue shopping on www.tumi.com.au, you may click Continue Shopping. You can use the Shopping Cart to store products you wish to purchase. At any time, you can return to your cart by clicking "Shopping Cart" at the top of the page.

You may email our customer Service Department at customercare.au@tumi.com and submit an online repair request form.

Please save your store receipt as proof of purchase. This will be needed to demonstrate your warranty coverage. Additionally, this will serve as proof that your purchase was made at an authorized TUMI retailer. Our Limited Warranty only applies to products that were purchased from an authorized TUMI store or dealer.

From the beginning of the second through the end of the fifth year when you own your TUMI travel item, business case or other bag, and for the second year of ownership for wallets, accessories, or outerwear, TUMI will repair any item that is damaged due to normal wear and tear, or defective in materials or workmanship, including any structural defects. For years two through five, we do not cover damage caused by airlines or other transit damage. Damage claims in transit cases should be filed against the carrier. Other damages not covered are damage resulting from abuse, cosmetic damage and incidental or consequential damages. Normal wear and tear for TUMI Outerwear does not include lost or missing buttons, torn fabrics or leathers or cosmetic damage as described above.

From the beginning of the second through the end of the fifth year when you own your TUMI travel item, business case or other bag, and for the second year of ownership for wallets, accessories, or outerwear, TUMI will repair any item that is damaged due to normal wear and tear, or defective in materials or workmanship, including any structural defects. For years two through five, we do not cover damage caused by airlines or other transit damage. Damage claims in transit cases should be filed against the carrier. Other damages not covered are damage resulting from abuse, cosmetic damage and incidental or consequential damages. Normal wear and tear for TUMI Outerwear does not include lost or missing buttons, torn fabrics or leathers or cosmetic damage as described above.

One year limited warranty. If your TUMI Global Locator has a manufacturer defect, or is damaged during the first twelve 12 months of ownership, TUMI will cover all repair expenses, including shipping costs to and from our repair facility if the product was purchased from an authorized TUMI store or dealer. If we determine that the product is damaged beyond repair, we will replace it. Not covered by this warranty are damages resulting from accident, abuse, misuse, modification, water damage or cosmetic damage.

In order to see my registered TUMI products in "My Account," you must sign into your tumi.com account or create a tumi.com account, click on Register Your TUMI and proceed filling out the form. You will only see your registered TUMI products if and only if you register your items this way. If you register your TUMI products in store or while not signed into your account, you will not see your products listed under "My Account". Please note: Once your item is properly registered, please allow 5-7 business days for your item to show up.

You can find your 20 digit tracer number, which is located on a metal plate affixed in certain locations depending on the collection to which your product belongs to. Generally placements consist of interior pocket lining or the exterior of some travel pieces.

Please note: not all products have tracer numbers.

If you are not satisfied with a product that you have purchased on TUMI.COM.AU, you may return the product within 30 days of delivery for a full refund of the purchase price, minus the shipping, handling, gift box, and other charges where applicable. Please note: Monogrammed and personalised items, including TUMI Accents, cannot be returned. The product must be returned unused, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure credit. Sale products are non-cancellable and non-refundable.

If you wish to return a product(s) which is purchased from TUMI.COM.AU, please contact our customer service through e-mail customercare.au@tumi.com. For product(s) purchased from our offline store, you will need to go to our offline store for the exchange.

Unfortunately, we do not accept exchanges at this time.

If you wish to exchange a product, you must return the product by following the Return Instructions on the packing slip and re-order a new product at www.tumi.com.au.

Please note: www.TUMI.COM.AU is not responsible for shipping, handling, gift wrap, or other additional charges for returned products.

You may submit your feedback to customercare.au@tumi.com and your information will be forwarded to the appropriate department.

Tumi was the first to bring ballistic nylon to the consumer market over 30 years ago. Now we have perfected it with our exclusive FXT ballistic fabric, which combines a unique weave and a special coating to make it ultra-tough and virtually abrasion proof.

Please visit the Setting Your TUMI Lock section for instructions www.tumi.com.au/tumi-lock/.

If you would like more information about a product you see on www.TUMI.COM.AU, simply click on the product. This will take you to a Product Detail page that provides a complete product description.

A product's availability is clearly noted on the Product Detail page as In Stock, Backorder, or Pre-order. Most products on our site are In Stock and ready to ship. Some products are either not yet available (Pre-order) or temporarily out-of-stock (Backorder).

The TUMI nylon fabric refresher is a special spot cleaning formula that removes dirt and most stains from ballistic and micro fiber nylon fabrics.

Directions for use: Wipe excess dirt from fabric with a clean, dry cloth, bristle brush, or sponge. Gently rub into affected area. After a few seconds, wipe once more with a clean, damp cloth and air dry.

The TUMI leather conditioner is a complete leather care product designed to clean, polish and protect most leathers (except suede or napped finishes). The special wax-free lotion was created for Tumi to preserve the rich luster and soft hand of its fine leather luggage, business cases, handbags and accessories.

Directions for use: Shake well. Always test on a small area before treating an entire item. Using a clean soft cloth, smooth conditioner onto leather surface, let dry, then buff gently with a soft dry cloth. For exotic and naked leather apply sparingly, work into the surface, let dry and buff with a soft absorbent cloth. For best results, apply the conditioner to product before its first use. Reapply as needed.

The TUMI | McLaren logo monogram is exclusive to the TUMI | McLaren collection.

TUMI | McLaren pieces purchased at a McLaren dealership cannot be returned to a TUMI store. The return policy is dependent upon the retailer where the product was originally purchased.

All are welcome to shop the TUMI | McLaren collection. You do not need to purchase a McLaren vehicle or race car to purchase from the collaboration.

All TUMI | McLaren pieces are covered under TUMI's warranty policy. More information can be found here.

It will follow the same repair process that all other TUMI products follow. More information can be found here.

Still have questions?

Please feel free to reach us by e-mail, phone call or live chat.

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