Faq

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Frequently Asked Questions

What can we help you with?

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. We offer complimentary express shipping for all orders that are made on TUMI.AU.

Express Post

Metro: 1-3 Business Days

Regional: 2-5 Business Days

Remote: 3-7 Business Days

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.

Items may ship separately depending on size, availability and the addition of value added services (accenting and monogramming).

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.

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.

TUMI products damaged during the first 12 months you own it, including damage caused by normal wear and tear, airline handling, or other transit damage, TUMI will cover all repair expenses, including shipping costs to and from our repair facility. If we determine that the product is damaged beyond repair, we will replace it. If we determine that a replacement product is not available, we will provide you with a product of comparable value. Damages not covered are damage resulting from abuse, cosmetic damage and incidental or consequential damages.

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.

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 personalized 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.

Returns can only be made within the original country of purchase.

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.

Gift cards, Care Kits, and personalized products, including monogrammed and TUMI Accents are final sale.

Refunds will be made to the original form of payment. Once we have received the return, please allow 3-5 days for inspection and processing. The time it takes for a refund to appear on your credit card statement varies from bank to bank.

You may submit your feedback to customercare.au@tumi.com and your information will be forwarded to the appropriate department. You may also leave a review on Tumi.com by going to the Product Detail Page, select Ratings and Reviews, and Add a Review.

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

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 racecar 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?

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