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FAQ

Keys, locks & spare parts

I have lost the keys for my case, what should I do?
How do I order replacement parts?
How do I set the code on my lock?
How do I unlock my combination lock when I forgot the combination?

Shopping help

What is the shipping policy?
What is the return policy?
How do I place an order?
How do I track my order?
How do I cancel my order?
Where can I find a store near me that sells Hartmann?

Warranty & repairs

Where can I have my luggage repaired?
What is Hartmanns warranty policy?

Travelling with Hartmann

Can I take my bag in the cabin of an aircraft?


Keys, locks & spare parts

I have lost the keys for my case, what should I do?
Please make sure you note the number embossed on the lock cylinder.
You can e-mail your order to Spareparts.Ordering.UK@samsonite.com.

How do I order replacement parts?
Please make sure you note the full product code you find on the warranty certificate or inside the product. You can e-mail your order to Spareparts.Ordering.UK@samsonite.com.

How do I set the code on my lock?
  1. Remove the red packing arrow on the lock if your case has one.
  2. The case is set to 0-0-0 at the factory. Choose your own 3 digits which you can easily recall (birthday, address, etc.).
  3. Locate the button or lever adjacent to the dials:
    • If there is a button, push it towards the dial and hold while you rotate the dials to your desired setting, then release the button.
    • If there is a lever, move the lever to its lower position (some move to the right and up), rotate the dials to your desired setting, and then return the lever to its original position. Your combination is now set to your 3-digit code.

If you need further assistance, please send an email.

How do I unlock my combination lock when I forgot the combination?
You are going to need assistance from a Hartmann Authorized Repair Centre to unlock your combination lock. To locate the nearest Repair Centre, please click here.

Shopping help

How do I cancel my order?
In order to meet our commitment to you to ship your order as quickly as possible, we cannot cancel or change an order once it has been placed. If you decide you no longer want your order, please contact customer service to cancel your order. Once the request is placed there is no guarantee that we can stop your order from shipping. If we are able to stop shipment you will see the cancellation reflected on Your Account in Order History.

If we are not able to stop delivery please refuse delivery upon its arrival. We will issue you a refund of the purchase price once the product is returned to our fulfillment center.

Please see Return and Exchange Policy for more details.

Warranty and Repairs

Where can I have my luggage repaired? We recommend that you have a Hartmann Authorized Repair Centre repair your luggage, as we know that your case will be properly cared for. While any qualified luggage repair facility can care for your luggage, only Hartmann Authorized Repair Centers are authorized to do warranty repair work. To locate the nearest Repair Centre, please click here.

Travelling with Hartmann

Can I take my bag in the cabin of an aircraft?
General guidance is that cabin baggage should have a maximum length of 56 cm, width of 45 cm and depth of 25 cm. These dimensions include wheels, handles, side pockets, etc.

Note: due to capacity limitations some airlines do apply further restrictions on size and/or weight. Frucon² or Hartmann cannot be held responsible if an airline applies other check-in standards. Please check current in force restrictions with your airline prior to travel.

MAXIMUM EXTERNAL DIMENSIONS AND WEIGHT ALLOWED IN ECONOMY CLASS

 AIRLINEMAX. DIMENSIONSMAX. WEIGHT
 Aegean Airlines56 x 45 x 25 cm8 kg
 Aer Lingus25 x 33 x 20 cm23 kg
 Aeroflot55 x 40 x 25 cm (max. 115 cm)10 kg
 Aerolineas Argentinas55 x 35 x 25 cm8 kg
 Aeromexico55 x 40 x 25 cm10 kg
 Air Belgium55 x 35 x 25 cm10 kg
 Air Canada55 x 40 x 23 cm23 kg
 Air Caraïbes55 x 40 x 20 cm12 kg
 Air Europa55 x 35 x 25 cm (max. 115 cm)10 kg
 Air France55 x 35 x 25 cm12 kg
 Air India40 x 55 x 20 cm8 kg
 Air New Zealand56 x 45 x 25 cm (max. 118 cm)7 kg
 Air Transat51 x 40 x 23 cm10 kg
 All Nippon Airways55 x 40 x 25 cm (max. 115 cm)10 kg
 American Airlines56 x 36 x 23 cm23 kg
 Arkia55 x 40 x 20 cm7 kg
 Asiana Airlines55 x 40 x 20 cm (max. 115 cm)10 kg
 Austrian Airlines55 x 40 x 23 cm8 kg
 BMI55 x 40 x 23 cm12 kg
 British Airways56 x 45 x 25 cm23 kg
 Brussels Airlines55 x 40 x 23 cm8 kg
 Cathay Pacific56 x 36 x 23 cm7 kg
 Cebu Pacific56 x 36 x 23 cm7 kg
 China Airlines56 x 36 x 23 cm7 kg
 CityJet56 x 35.5 x 23 cm12 kg
 Condor55 x 40 x 20 cm8 kg
 Corsair55 x 40 x 20 cm (max. 118 cm)12 kg
 Czech Airlines55 x 45 x 25 cm8 kg
 Delta Airlines56 x 35 x 23 cm23 kg
 easyJet45 x 36 x 20 cm15 kg
 El Al56 x 45 x 25 cm (max. 115 cm)8 kg
 Emirates55 x 38 x 22 cm7 kg
 Ethiopian Airlines55 x 40 x 23 cm7 kg
 Etihad56 x 36 x 23 cm7 kg
 Eurowings40 x 30 x 25 cm8 kg
 Finnair55 x 40 x 23 cm8 kg
 HOP!55 x 35 x 25 cm12 kg
 Iberia56 x 40 x 25 cm10 kg
 Israir50 x 40 x 20 cm8 kg
 ITA Airways55 x 35 x 25 cm8 kg
 Japan Airlines55 x 40 x 25 cm (max. 115 cm)10 kg
 Jet Airways55 x 35 x 25 cm (max. 115 cm)7 kg
 Jet256 x 45 x 25 cm10 kg
 KLM55 x 35 x 25 cm12 kg
 Korean Air55 x 40 x 20 cm10 kg
 LATAM Airlines55 x 35 x 25 cm10 kg
 LOT55 x 40 x 23 cm8 kg
 Lufthansa55 x 40 x 23 cm8 kg
 Malaysia Airlines56 x 36 x 23 cm (max. 115 cm)7 kg
 Norwegian38 x 30 x 20 cm10 kg
 Olympic Airlines55 x 40 x 23 cm8 kg
 Philippine Airlines56 x 36 x 23 cm (max. 115 cm)7 kg
 Qantas56 x 36 x 23 cm (max. 115 cm)7 kg
 Qatar Airways50 x 37 x 25 cm7 kg
 Royal Air Maroc55 x 40 x 20 cm (max. 115 cm)10 kg
 Ryanair40 x 25 x 20 cm10 kg
 Scandinavian Airlines55 x 40 x 23 cm8 kg
 Singapore Airlines60 x 50 x 30 cm (max. 115 cm)7 kg
 South African Airways56 x 36 x 23 cm8 kg
 Swiss International Airlines55 x 40 x 23 cm8 kg
 Tap Air Portugal55 x 40 x 20 cm10 kg
 Thai Airways56 x 45 x 25 cm7 kg
 Transavia55 x 35 x 25 cm10 kg
 TUI Fly55 x 40 x 20 cm10 kg
 Tunisair56 x 45 x 25 cm (max. 115 cm)8 kg
 Turkish Airlines55 x 40 x 23 cm8 kg
 United Airlines56 x 35 x 23 cm (max. 115 cm)23 kg
 Vietnam Airlines56 x 36 x 23 cm (max. 115 cm)10 kg
 Virgin Atlantic56 x 36 x 23 cm10 kg
 Volotea40 x 30 x 20 cm10 kg
 Vueling40 x 30 x 20 cm10 kg
 Wizz Air40 x 30 x 20 cm10 kg