We ship Carl Friedrik products to most countries worldwide.

To check availability, simply select your shipping country from the menu in the top-right corner of our website.

If your country does not appear in the list, unfortunately, we’re unable to ship to that location at this time.

Please note that we do not ship to PO boxes or freight forwarding addresses.

United States:
All orders shipped from our US warehouse may be subject to local sales tax, which will be calculated and displayed at checkout. You will not need to pay additional customs duties upon delivery, as any applicable taxes are included in your order.

Canada:
Orders shipped from the US to Canada include prepaid customs duties and import taxes. You will not need to pay any additional fees when your order arrives. The total amount shown at checkout is the full cost.

We work hard to make sure your order is packed and shipped as quickly as possible. Orders are dispatched from our warehouse within 1–2 business days (up to 5 during peak periods).

We ship US and Canada orders from our US warehouse.

Shipping Methods

Not all services are available in all regions. The final cost and transit times for your order will be calculated on the checkout page.

Estimated delivery times are provided for your convenience and are not guaranteed. We recommend allowing extra time for international shipments or peak periods.

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The estimated shipping date for pre-orders is shown on the product page at the time of purchase. This is an estimate only and may change.

If your order includes multiple preorder items with different dates, the order will ship on the latest estimated date.

We are unable to split orders. If you would like in-stock items sooner, please place a separate order for those items.

You will receive a confirmation email when your order is placed and a shipping confirmation with a tracking link once it is dispatched.

If the tracking for your order indicates it has been delivered but you haven’t received it, please follow these steps:

1. Check if someone at your address has accepted the parcel on your behalf.
   

2. Look around the delivery address; the parcel may have been left in a safe location, such as a porch or garage, or with a neighbour.
   

3. Check for an attempted delivery notice in your mailbox and follow the instructions to arrange redelivery or collection.
   
   

If you still cannot locate your order after following these steps, please contact our customer service team with your order details. We will then initiate our lost order resolution process.

 All issues must be reported within 5 working days of the delivery date.

If you are concerned about whether your item will arrive in time, you can find all shipping information here and contact us for further assistance.

Please carefully review the estimated shipping times at checkout to choose the best option for your timeline. Express shipping is currently limited to certain locations only.

Once your order is placed, we cannot change the shipping carrier or method. Please ensure you select the correct shipping option at checkout.

Some of our products may be available at authorized local retailers. You can check our website or contact customer service to find a nearby store where you can purchase your luggage immediately. 

AfterShip Protection is an optional service that provides shipping insurance for your order, covering lost, stolen, or damaged packages.

The cost of this protection is calculated and displayed at checkout, allowing you to choose whether to add it to your order.

In-stock orders generally take 1-2 business days to process before they are shipped. During peak periods, this can take up to 5 days. We'll send you a shipping confirmation email once your order has been dispatched.

Please allow 48 hours for tracking information to update once your order has been shipped.

Once an order has been placed, we’re unable to make any changes.

If you wish to request a cancellation, please get in touch with us as soon as possible - we’ll do our best to assist before the order is processed.

Please ensure all details are correct at checkout, as we cannot take responsibility for orders lost due to incorrect addresses.

We offer all major global and local payment methods specific to your country. At the checkout, you will be able to see the full list of payment methods available to you.

Please note: We're unable to split payment between multiple payment methods.

A preorder is an order placed for an item that is not yet in stock. Preorders allow you to reserve a product ahead of its next restock.

The estimated shipping date for your preorder is provided on the product page at the time of purchase. This date gives you an idea of when we expect to ship your item. However, please note that this date is an estimate and may be subject to change. 

Orders with multiple ship dates will ship on the latest date. If you need to receive the in-stock items sooner, we recommend ordering them separately.

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How do I know if I’m placing a pre-order?

If you are purchasing an item on pre-order, you will see the below information on the product page:

Please note you’ll be charged for the pre-ordered item at the time you place the order.

If you experience any issues while placing an order online, please try the following:

• Check that the item is showing as in stock on the product page.
  

• Clear your browser’s cache and cookies.
  

• Use an alternative payment method.
  

• Try a different browser or device.
  
  

If the problem persists after trying these steps, please contact our team for assistance. We will be happy to provide technical support.

You can find our current stock availability on each product page.

If an item is unavailable, it means we don't have a restock date confirmed at the moment.

You can sign up for stock notifications on the product page by using the Notify me when available button. This way we will be able to notify you once this item is back in stock.

Currently, personalisation and customisation options are not available for any of our products.

In an effort to reduce packaging, we do not currently offer gift wrapping. However, the documents that the recipient will receive inside the package do not contain the price of the product.

We offer a lifetime warranty covering repairs or replacements for functional damage. 

Broadly, this means issues that prevent you from using the product. If your item has functional damage, we will assess and provide either a repair or a replacement.

For more information on what is covered, please visit this page.

The lifetime guarantee does not apply to cosmetic wear and tear, misuse or abuse, or damages caused by negligence.

Airline Damage

Damage caused during transit or by airline handling is not covered under our warranty. We recommend contacting the airline directly and submitting a claim as soon as possible, as most carriers require these to be filed within a short timeframe.

Please follow this link to complete our warranty form with details about your order and the issue.

Our team will review your claim within 14 working days and advise on the next steps.

For minor issues, we may send a repair kit.
For larger faults, we’ll arrange a repair or replacement. If your item needs to be returned, we’ll guide you through the process.

If you purchased through one of our retail partners, you will first need to register your lifetime warranty by clicking here.

Yes, we offer a lifetime warranty on products purchased from authorised retailers or directly from Carl Friedrik.

If you purchased your item through one of our approved retail partners, we recommend registering your warranty by scanning the QR code included with your product.
If the QR code is missing or not visible, you can also register your warranty here.

Please note that in order to process a warranty claim, you’ll need to provide proof of purchase, such as a store receipt or bank statement.

Products purchased through unauthorised third-party sellers are not eligible for warranty coverage.

We accept returns within 60 days of delivery. To be eligible, items must be unused and returned in like-new condition, with all original packaging, paperwork, and accessories included.

Please note, repurposed goods are non-refundable.  For more information, please see here.

Return costs

*subject to currency exchange

Shipping costs are non-refundable 

As we can only accept returns on items that remain unused, we encourage you to test your luggage carefully at home before taking it on a trip. Here are a few suggestions:

• Take your suitcase for a spin indoors (a carpeted surface works best) to experience the effortless glide of the 360-degree wheels.
  

• Pack the interior to see how the compression system performs with your typical travel load.
  

• Keep the combination lock set to 0-0-0 until you’re sure you’d like to keep the suitcase.
  

• Retain all original packaging - you’ll need it should you wish to return your order.
  
  

Once you’re happy with everything, you’re ready to travel with confidence.

Refunds

Refunds are issued once your return has been received and inspected. This may take up to 14 working days from the delivery date. 

We’ll process the refund to the original payment method. If your order was paid with a gift card, the refund will be returned as store credit to that same gift card. Refunds cannot be issued to a different payment method.

Exchanges

Each order is eligible for one exchange only. Once your exchange is processed and a new order is created, it cannot be exchanged again.

If you purchased an item during a limited-time promotion, such as Black Friday, the promotional price cannot be applied to exchanges once the sale has ended. Exchanges will be processed at the current price of the item.

Damaged Items

If your product arrives damaged or faulty, please contact us right away so we can resolve the issue as quickly as possible. We strongly recommend inspecting your order upon delivery to ensure everything has arrived in perfect condition. 

To initiate a return, please visit our Returns Portal and follow the on-screen instructions.

We provide prepaid return labels for returns sent from the same country to which the order was originally delivered. If you are returning an item from a different location, please contact our customer service team before shipping your return so we can advise on the appropriate process.

Once your return request has been submitted, items must be shipped within 14 days. Requests not completed within this timeframe will be automatically closed.

If you are unable to ship your return within 14 days, please reach out to our team for assistance.

Unfortunately, we are unable to offer you an exchange or refund for a product not purchased directly from Carl Friedrik.

We would recommend to get in touch with the retailer directly for further information.

All Repurposed items are final sale and not eligible for returns or exchanges.

Because stock is limited and each piece may show minor signs of previous use, we’re unable to offer refunds or replacements for these products.

If you’re unsure about sizing or suitability, we recommend ordering from our regular collection instead, where standard return and exchange policies apply.

We use vegetable-tanned, full-grain Vachetta leather and premium, chrome-free nubuck in the production of our leather & travel goods.

You can find more information about the leather we use here and in our blog article. 

We’re proud to say, all of our leather is sourced and tanned in Italy. We work with various factories to produce our products in Italy, India, Portugal and China.

We recommend applying Carl Friedrik Leather Cream to your Vachetta leather bag every few months using a soft cloth. The cream is formulated specifically for vegetable-tanned leather and will help to nourish and protect your bag.

You can find all our tips and tricks for caring for your leather bag or wallet here

Can I waterproof my bag?

We use vegetable-tanned Vachetta leather, which is best protected with a waterproof spray specifically formulated for this type of leather.

Always spot-test a hidden part of the leather before treating the rest of your bag. Because vegetable-tanned leather is a porous material, it will never be 100% waterproof; however, you can increase its level of water resistance. 

The Smart Holder is designed to seamlessly attach your Palissy Briefcase, Palissy Double, Palissy Weekend, or Palissy Overnight bag to your luggage.

To use, slide the Smart Holder under the two vertical straps on the back of your Palissy bag. The holder fits neatly beneath the unstitched sections of the leather, allowing for a secure connection to your luggage handle.

When not in use, simply remove the Smart Holder and store it until your next trip.

Yes, our Carry-On and Carry-On X fit inside both the Check-In and Large Check-in, and our Check-In fits inside the Large Check-In.

You won't be able to fit any of these suitcases inside the Trunk.

Each Carl Friedrik suitcase is labelled with a batch number and it’s easy to find.  Please see the demonstration below.

If you are experiencing problems locating the batch number, please contact us

We recommend storing your luggage in a cool, well-ventilated area, away from direct sunlight, high temperatures, or damp environments. Avoid resting heavy objects on top of the case to maintain its shape and structure.

For longer periods of storage, ensure the interior is clean and dry, and fasten all zippers and straps to help the bag retain its form. Storing it in a dust bag or protective cover can also help preserve the leather and hardware.

As you travel, your luggage will inevitably suffer some wear and tear, but we also recommend regular care for your items so they remain your trusted companions for a lifetime of travel.

• When your luggage isn’t in use, we recommend keeping it in the cotton dust bag provided to prevent your suitcase from accumulating dirt and dust.
• We recommend our packing cubes to help you pack efficiently and prevent an overstuffed suitcase.

For more information, visit our blog article here.

If you have locked yourself out of your suitcase, we recommend running all possible combinations from 0-0-0 to 9-9-9. This can take about 15 minutes. Alternatively, you can purchase a TSA master key from an online retailer.

Please note, once you have set your personal combination there is no way for Carl Friedrik to know the code or to reset it for you.

In the event that you have tried all possible combinations please contact us.

Carl Friedrik suitcases come with two TSA-approved combination locks. The locks are factory-set to 0-0-0 and can be changed to your desired combination.

Please note that once the combinations are set, only you will be able to open your bag. We strongly recommend that you make a note of your combination.

To set your locks, please follow the below steps:

1. With all the dials set to 0, slide the reset button (1) from OFF to SET.
2. Dial the numbers (2) to your desired code.
3. Slide back the reset button (1) to OFF.
4. Repeat for the second lock (if desired).
5. Your new combinations are now set and ready to go.

For instructions on how to replace the lock, please see the guide below:

For instructions on how to replace the lock, please see the guide below:

To begin with, make sure you have a screwdriver at hand and take a moment to read the instructions above before proceeding. 

1. Open your suitcase and lay it flat.

2. Unzip the lining to expose the inner trolley system. If there is protective foam inside, gently remove it.

3. Locate the screws securing the trolley:

Four screws near the top, underneath the handle.

Two screws at the base of the poles (you may need to remove a thin layer of foam to access these).

4. Unscrew all six screws, keeping track of which ones go where, as different screws may be used in different areas.

5. Once the screws are removed, pull the metal trolley poles out of the plastic brace at the bottom and slide the trolley out by the exterior handle.

6. Insert the new trolley system, ensuring the metal poles pass through the inner reinforcement.

7. Fit the base of the poles into the plastic brace at the bottom of the suitcase.

8. Align all screw holes and secure the trolley in place by fastening all six screws. Ensure each screw is fully tightened.:

9. Zip the lining back up, and you're all set!

Test the trolley system by extending and retracting the handle, ensuring smooth movement.

Please note that Carl Friedrik cannot be held responsible for any damage or injury that may arise from using this DIY repair kit or following these instructions. If you have any queries or concerns, don't hesitate to contact us at [email protected] at any stage of the repair process.

To begin with, make sure you have a screwdriver at hand and take a moment to read the instructions below before proceeding. 

1. Open your suitcase and lay it flat.

2. Unzip the lining to expose the handle.

3. Locate the screws securing the handle.

4. Unscrew the four screws that attach the top handle. Whilst unscrewing from the inside, hold the handle from the outside to support the screw.

Please do not discard the screws as they will be needed when inserting the new handle.

5. Align all screw holes and secure the new handle in place by fastening allfour screws. Ensure each screw is fully tightened.

6. Zip the lining back up, and you're all set!

Please note that Carl Friedrik cannot be held responsible for any damage or injury that may arise from using this DIY repair kit or following these instructions. If you have any queries or concerns, don't hesitate to contact us at [email protected] at any stage of the repair process.

To begin with, make sure you have a screwdriver at hand and take a moment to read the instructions above before proceeding. 

1. Open your suitcase and lay it flat.

2. Unzip the lining to expose the wheels.

3. Unscrew the 4 screws located on top of the wheelbase.

Hold the wheel from the outside for security.

Please do not discard the screws as they will be needed when inserting the new wheels.

4. Align and insert the new wheels and screw the existing screws in place.

5. Zip the lining back up, and you're all set!

Please note that Carl Friedrik cannot be held responsible for any damage or injury that may arise from using this DIY repair kit or following these instructions. If you have any queries or concerns, don't hesitate to contact us at [email protected] at any stage of the repair process.

The Smart Holder attaches under the two vertical straps on the backside of the Palissy product.

A small area about halfway up is left unstitched to slide the Smart Holder in.

You can remove the Smart Holder and store it for your next trip when not traveling.

Please check our Help Centre for answers to frequently asked questions. If you can't find the answer you need, please complete this form. We’ll get back to you as soon as possible.

Alternatively, you can email us at [email protected]

We aim to respond to all queries within 24 hours. However, during peak periods, response times may be longer. Please allow up to 3 working days for a reply - rest assured, our team will get back to you as soon as possible.

To request your customer data removal under GDPR guidelines, please get in touch for assistance.

We’re sad to see you go.

If you would like to unsubscribe, simply click the unsubscribe button found at the bottom of any of our emails. Unsubscribing will prevent you from receiving all promotional and marketing emails, but will still allow you to receive all transactional emails, such as order confirmation and shipping notification emails.

At Carl Friedrik (a trading name of Oppermann London Ltd) we are committed to protecting and respecting your privacy. This notice sets out key information regarding Carl Friedrik and how any personal data you provide to us will be processed. For more detailed information on how we use your data and your rights regarding your data, please read our full Privacy Policy and Cookie Policy.

For all other information regarding our services, please refer to our Terms & Conditions and Shipping & Returns page.

If you would like more information about how we collect, use and store your personal data, you can contact us at any time by emailing [email protected], calling 020 3026 0816 or writing to the Privacy Supervisor at Carl Friedrik, Unit B2 128 Hoxton Street, London, N1 6SH

Personal information we collect

This privacy policy tells you how the Carl Friedrik uses your personal data when you visit our website www.carlfriedrik.com(referred to here as “Site), interact with us, and buy our goods and services.

We collect the following data when you browse or shop at www.carlfriedrik.com:

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.”

We collect Device Information using the following technologies:

• “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
• “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
• “Web beacons,” “tags,” and “pixels” are electronic files used to record information about how you browse the Site.
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To provide better content and service, our Site uses the Hotjar web analytics service. Hotjar records mouse actions and scrolling movement, as well as basic interactions with website forms. Hotjar does not track your browsing habits across other third-party websites and all information about you which reaches Hotjar contains no personal data about you. Please see their privacy policy at: https://www.hotjar.com/legal/policies/privacy

When you make a purchase or attempt to make a purchase through the Site or a Carl Friedrik store, or you contact us via email, web chat or phone, we collect certain information from you. This includes your name, email address, billing address, shipping address, phone number, payment information (including partial credit card details and Paypal account email address). We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

Human Resources data

Carl Friedrik collects Personal Information from current, prospective, and former Employees, their contact points in case of a medical emergency, and beneficiaries under any insurance policy (“Human Resources Data”). The Human Resources Data we collect may include title, name, address, phone number, email address, date of birth, passport number, driver’s license number, Social Security number or other government-issued identification number, financial information related to credit checks, bank details for payroll, information that may be recorded on a CV or application form, language abilities, contact information of third parties in case of an emergency and beneficiaries under any insurance policy. We may also collect Sensitive Human Resources Data such as details of health and disability, including mental health, medical leave, and maternity leave; information about national origin or immigration status; and optional demographic information such as race, which helps us achieve our diversity goals.

We acquire, hold, use and Process Human Resources Data for a variety of business purposes including:

1. Workflow management, including assigning, managing and administering projects;
2. Human Resources administration and communication;
3. Payroll and the provision of benefits;
4. Compensation, stock plan administration, compensation analysis, including monitoring overtime and compliance with labor laws, and company recognition programs;
5. Job grading activities;
6. Performance and employee development management;
7. Organizational development and succession planning;
8. Benefits and personnel administration;
9. Absence management;
10. Helpdesk and IT support services;
11. Regulatory compliance;
12. Internal and/or external or governmental compliance investigations;
13. Internal or external audits;
14. Litigation evaluation, prosecution, and defense;
15. Diversity and inclusion initiatives;
16. Restructuring and relocation;
17. Emergency contacts and services;
18. Employee safety;
19. Compliance with statutory requirements;
20. Processing of Employee expenses and travel charges; and
21. Acquisitions, divestitures, and integrations.

How do we use your Personal Information?

We use the Order Information that we collect generally to fulfill any orders placed through the Site or in-store (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

• Communicate with you (including sending you order updates, asking you to leave a review, or notifying you about an incomplete purchase). We may communicate with you via email, SMS, or via Facebook if you have chosen to receive order communication through Facebook Messenger. Screen our orders for potential risk or fraud. Surveys. We may contact you to participate in online surveys. If you do decide to participate, you may be asked to provide information which may include Personal Information. All information collected from your participation in our surveys is provided by you voluntarily. We may use such information to improve our products, Site and/or services and in any manner consistent with the policies provided here.
• Posting on the Site. You may post reviews of your purchases on the Site. When you disclose information about yourself on the Site (such as your name), the Site will collect the information you provide in such submissions, including any Personal Information. If you choose to submit content to any public area of the Site, such content will be considered “public” and will not be subject to the privacy protections set forth herein.
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• Study how customers use our products/services.
• When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

When you sign up for our marketing communications, we will ask you for your email address. If you would prefer not to receive these emails, you can unsubscribe at any time using the link on the bottom of the email, or by contacting our Customer Care team at [email protected].

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

We use the Device Information to deliver content, including ads relevant to your interests, on our Site or on third party sites. This includes using technologies to understand the usefulness to you of the advertisements and content that has been delivered to you, such as whether you have clicked on an advertisement.

Sharing your Personal Information?

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store – you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.

We use Google Analytics to help us understand how our customers use the Site – you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

We also share your Personal Information to other third parties to help us use your Personal Information as described above.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Behavioural advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/. These cookie-based opt-outs must be performed on each device and browser that you wish to have opted out.

Do Not Track

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

Your rights

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

Data retention

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

Changes

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

Contact us

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at [email protected] or by mail using the details provided above.