FAQ

Most frequent questions and answers

INFORMATION

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

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.

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.

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.

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.

PAYMENTS AND BILLING

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.

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.

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

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.

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.

PROMOTIONS ANS DISCOUNTS

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.

REPAIRS

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

GIFT CARDS

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

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

ORDERS AND DELIVERY

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.

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.

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

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.

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.

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

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

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.

5 - 7 working days depending where you live in South Africa. For more information click here.

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.

No. Deliveries are contactless. You will be sent a OTP code that you will need to provide as proof on delivery. 

RETURNS AND REFUNDS

Click here for our returns & refunds policy.

GUARANTEES, WARRANTEES & 3RD PARTY REPAIRS

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.

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).

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.

STORE INFORMATION

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

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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GET R300 OFF

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only valid Online on Full Priced Items

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