Frequently Asked Questions

Frequently asked questions


1. ONLINE REGISTRATION AND ACCOUNT INFORMATION


• Why do I need to register to shop?

Registering with Frasers helps speed up your ordering process and allows you to keep track of your orders and refunds.


• By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our newsletter. If you do sign up, you can always ask to be taken off our mailing list at any time by clicking unsubscribe at the bottom of any of our emails.


• What do I do if I have forgotten my password?

To keep things simple, we never change your password without you requesting it. If you have forgotten it for whatever reason, simply click the Forgot Your Password on the login page and we’ll get you back up and running right away. Simply follow the steps in the email that will be sent to you.


• How do I create an account?

Creating a Frasers account means that you can easily shop with Frasersluggage.co.za. To create yours now simply click here (or on the Log In/Register Dropdown under the Profile Button on the home page) and follow the new customer instructions to create your account.


• What is your online security policy?

We want to make sure that you are safe and secure when you shop with us online and thus we take the utmost care with the information that you provide to us when you place an order online. All of the information you provide us, is restricted to our staff and we ensure that they are informed of our latest security and privacy policies. If you have any further questions about the security of ordering from the Frasers online site, please email us at customerservice@frasersluggage.co.za.
We use the highest standard of encryption when passing payment information between your computer and our website. Credit card details used for payment on our website are handled according to international best practice standards using encryption and key data removal. We do not record nor retain any of your PIN/CVV numbers used for authentication of your card.


2. ORDERS AND DELIVERY


• What if I have made a mistake with my order?

If you have made a mistake on your order, please call 087 150 2220 or email customerservice@frasersluggage.co.za and we will do our best to correct it for you.


• Can I find out if you will be getting replacement stock on items that have sold out?

Some of the items on our website do sell out quickly and we will be able to advise whether we will be receiving additional stock, you can contact us at customerservice@frasersluggage.co.za for further info.

However, we regularly update our site so it's worthwhile checking again.


• I have received my order but one of the items is missing, what do I do?

Please email customerservice@frasersluggage.co.za and we will gladly assist you in rectifying this.


• I have received an incorrect or damaged item with my delivery, what do I do?

We aim to get your order right every time but we do occasionally make mistakes. If we send you the wrong item or a damaged item, you can return it to us free of charge and we will send you a replacement item. Click here or email customerservice@frasersluggage.co.za to resolve this.


• Can I cancel my order or an item from my order?

YES! We may be able to cancel your order, give us a shout on 087 150 2220 or email customerservice@frasersluggage.co.za.

If it is too late for us to cancel your order, as it may already be on its way to you, please return your item to us using the returns process. Note that a refund can take up 7 days to reflect in your account.


• Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.


• Does the price include the cost of delivery?

Delivery is free for orders over R1000. If your order is less than R1000, the delivery charge will be calculated during the payment step.


• How do I track my order?

You will receive an order confirmation email from us. Dawn Wing will send you an sms with a waybill number once your item has been dispatched. If you wish to track the current whereabouts of your order, please click here and enter your waybill number in the space provided. Unfortunately, we are unable to query the delivery before the expected delivery time.


• How long will it take for my order to arrive?

3 - 7 working days depending where you live in South Africa. For more information click here.


• Can I collect my order myself from one of your stores?

Yes, all items offered on Frasersluggage.co.za have the click and collect option available from selected stores nationwide. Click here to view stores offered.


• Do I need to sign for my delivery?

Yes. A signature is required at the time of delivery.


3. PAYMENTS AND BILLING


• How do I place an order?

It is really easy! You will need to register an account with us. Once you are done adding items to your shopping cart and are ready to complete your transaction, click on the “Checkout” button and your order will be processed.


• What payment methods do you accept?

We accept American Express, Visa, MasterCard, Diners and EFT payments. Should you have a VIP card managed by RCS, this is only accepted in our Frasers stores.


• Can I pay for my order using my Gift Card?

Unfortunately, at this stage we are unable to accept Gift Cards on our frasersluggage.co.za website, you can however redeem these in store.


• Why has my card been declined?

All credit/debit cardholders are subject to validation checks and authorisation by the issuing bank. If the issuing bank refuses to authorise payment then you will be notified of this immediately. Please contact your bank for further information.


• My order did not go through but I think you have charged me?

When you enter your card details to pay for your order, your bank automatically reserves the amount from your available balance although it is not actually taken from your account until we process your order. If we do not process your order, we do not charge you and the money is automatically put back into your available balance by your Bank. Please contact our Customer Service department by giving us a shout on 087 150 2220 or customerservice@frasersluggage.co.za if you have any queries.


4. PROMOTIONS ANS DISCOUNTS


• Why doesn't my promotional code work?

Please check that the code/link you are using is correct and still valid. Please contact our Customer Service department by giving us a shout on 087 150 2220 or customerservice@frasersluggage.co.za if you have any queries.


5. RETURNS AND REFUNDS


• What is your return policy for internet purchases?

Click here for our returns & refunds policy.


6. REPAIRS


Due to the technicality of our products we offer a fully comprehensive repairs facility, click here for further details.


7. GUARANTEES, WARRANTEES & 3RD PARTY REPAIRS


• What is a Guarantee?

A Product Guarantee is a promise to the customer that the item will not break in a particular way. As part of that commitment, the relevant brand will repair or replace the item free of charge during the period of Guarantee. This Brand promise, in most cases, covers certain portions of the product and not the product as a whole. As an example, when a bags wheel has broken the relevant brand commits to replace the wheel free of charge so long as that portion of the bag is covered by its Guarantee. This commitment stands even if it is defined as 3rd Party Damage (Explained Later).
If a bag is damaged in an area not defined by the Guarantee then the normal repair process is followed as the damage is seen as normal wear and tear. A charge for the repair may then be expected.


• What is a Warranty?

Product warranties are different although, a warranty is often mistaken for a Guarantee but the difference is an important one. A Warranty only applies to any manufacturing faults on the product. In this instance, the brand is committed to replacing or repairing the product free of charge. An issue of warranty is seen as a faulty product and so every effort is made to resolve the issue with the customer. It does not cover wear and tear or 3rd Party Damage (Explained Next).


• What is 3rd Party Damage?

Many travellers have been in the unpleasant situation of the Airlines damaging their bag in transit or during the handling process. Unfortunately, you will be charged for the repairs needed on your luggage as this does not fall under a warranty issue, but as a result of mishandling. The product has been handled negligently and not due to any manufacturing fault. Luggage in particular, is manufactured to withstand general handling but cannot handle abuse. The good news is that a traveller has up to a week to claim from the Airline they used, which means they will pay to fix/replace it. Please ensure that all the Airline swing tickets, stickers etc. remain on the bag until you claim from the airlines. They need all this information to assist you.

Please ensure you read the Warranty/Guarantee card that comes with your product, failing that, this information will be openly displayed on the brands own website as well.


8. GIFT CARDS


• Where can I purchase gift cards?

Gift Cards can be purchased at any Frasers store nationwide. Unfortunately, they are not yet available for purchase or use online.


• My gift card has been lost or stolen. What should I do?

Unfortunately gift cards are treated as cash and therefore lost or stolen gift cards will not be replaced.


9. STORE INFORMATION


We have stores located nationwide. For a comprehensive list of these stores and their contact details please click here.


10. BAGGAGE RESTRICTIONS


Different airlines have different restrictions regarding the weight and dimensions of your luggage. Please contact your airline for further information.

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