WARRANTY & REPAIRS

 

What’s the warranty on your luggage?

Our luggage/suitcases (excluding bags and accessories) are guaranteed by a 5-year limited warranty on manufacturing faults. This warranty covers any cracks or breaks in the polycarbonate shell or aluminium alloy bumpers and any defects on handles, wheels, zips or interior compression pads. 

Click here for our Terms of Use which contains our warranty policy.

 

What’s the warranty on your bags and accessories?

Our bags and accessories (excluding the Luggage Tag) are guaranteed by an 18 month limited warranty on manufacturing faults. This warranty covers any defects on handles or zips. 

Click here for our Terms of Use which contains our warranty policy.

 

Who do I contact if I need to fix my AIDAN product under warranty?

Please email us at contact@aidanthebrand.com and we will get in touch to resolve the issue.

 

What if my order arrives damaged and faulty?

Please email us at contact@aidanthebrand.com and we will get in touch to resolve the issue.

PRODUCT & CARE

 

The Getaway Carry-on

What Airline standards does it fit?

The Getaway Carry-on will comply with the carry-on baggage requirements for many major airlines including Qantas and Virgin Australia.

How will the suitcase wear? And how should I care for it?

The polycarbonate shell is very durable and while it will wear a little, and may get some small scuffs, much of those small things can be fixed with some mild soap, damp cloth and some warm water. There are also magic erasers that you can purchase to buff away any marks.

The aluminium alloy corner plates and rubber feet on the side of your suitcase are there to protect the Getaway carry-on from damage and rough handling. They will wear over time, but it is part of their beauty. 

When it comes to keeping the interior materials clean, again, some mild soap, a damp cloth and some warm water is the best idea. Make sure to leave your case open while the interior is drying!

When you go to store your suitcase, cover it with the AIDAN dust bag you received with your order, and you are good to go. 

Do you plan on releasing a check-in suitcase?

Yes, we will be working on new product releases in 2021. 

Why doesn’t your suitcase come with a power bank?

Airline restrictions are tricky, and can change at any time. We wanted to future-proof our case, so we left this element out. We suggest having a charger with you for your electronic devices - most airports contain multiple charging ports, as do most airplanes. 

 

Bags & Accessories

Is the clear flight pouch suitable for taking liquids/cosmetics on planes?

Yes. It is TSA compliant and follows the 3-1-1 liquids rule. 

How will the Getaway Duffle and Wash Bag wear? And how should I care for it?

The Getaway Duffle and Wash Bag are both made with coated canvas which is a water-resistant and durable material. 

With canvas, it is best to always spot clean with a mild soap, and soft, damp washcloth. 

With the leather trim, be careful not to use a soap, and instead just use a damp cloth to spot clean it. 

Whatever you do, do not put your bags into the washing machine or dryer! 

When you go to store your Getaway Duffle or Wash Bag, cover it with the AIDAN dust bag you received with your order, and you are good to go. 

How do I care for the rest of the AIDAN products?

This will depend on the particular fabric it is made of. 

For all canvas fabric, spot clean with a mild soap and damp cloth.

For all leather fabric, spot clean with a damp cloth and avoid using soap. 

For our 600D polyester fabric, spot clean with a mild soap and damp cloth.

For all of our interior fabrics (other than leather), spot clean with a mild soap and damp cloth. 

Make sure to air out any interior fabrics to dry. Do not wet interior fabric and then leave the suitcase or bag closed to dry. 

If you have concerns about the soaps you are using on your products, be sure to rest on a small corner first for colour fastness. 

Do not put any of your AIDAN products through the washing machine or dryer. 

When cleaning your products, be careful not to use anything too abrasive and to avoid snagging or tearing any fabrics. 

PERSONALISATION

What products does AIDAN personalise?

The Luggage Tag. We will look into personalising more of our products in 2021. 

How much does personalisation cost?

$30. During presale, personalisation is free. 

How long will it take to get my personalised order?

Add an additional 3 business days to your delivery time. 

Can I return or exchange my personalised items?

No. All personalised items are final sale and cannot be returned or exchanged.