FAQs
Shipping & Delivery
Where do you ship?
We are able to get your Carl Fredrik products to you no matter where you are - we ship our orders to almost every country.
Simply, choose your shipping country in the top right corner of the website.
If you do not see your desired country in the menu on the website, unfortunately, this means we cannot ship to this country.
Do I need to pay duties?
Please see below the tax and duty information for the country you want your order shipped to.
US
If applicable, taxes will be applied at checkout. There are no import duties applicable for US customers.
Canada
Taxes will be applied at checkout. Carl Friedrik will cover any duties applicable on the shipment so you will not have to pay anything on delivery.
Shipping times and prices
We work hard to make sure your order is packed and shipped as quickly as possible. It usually takes about 2 business days for us to dispatch your order.
Our warehouse team takes a much-deserved break on weekends and public holidays, so orders placed on those days will be shipped the following business day.
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.
| Region | Shipping service | Transit time | Cost |
|---|---|---|---|
| United States | DHL Parcel | 3-8 working days | FREE |
| UPS Ground | 2-7 working days | FREE | |
| FedEx 2Day | 2 working days | From $25 USD | |
| Canada | Fedex Standard | 4-7 working days | From $10 CAD |
Pre-orders
Pre-order means that the item is currently not in stock, but by placing an order now, you can secure a unit from the next restock.
The estimated delivery date is displayed on the product page, and you’ll benefit from a 10% discount as a thank-you for waiting.
Please note that these dates are estimates and are not final, so they may be subject to change. We encourage customers to keep this in mind when placing a pre-order.
Additionally, if you order multiple items and at least one of them is a pre-order, the entire order will ship once all items are in stock. If you’d like to receive the in-stock items sooner, we recommend placing a separate order for them.
For any further queries, please feel free to contact us at [email protected].
My order is marked as delivered but I did not receive it
If the tracking for your order shows as delivered but you haven't received it, you should:
- Check if someone else at your address has accepted it.
- Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place, like a porch or garage.
- Look for a notification of attempted delivery. You may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request redelivery, or to arrange collection of the package.
If you have followed the steps above and still cannot locate your package, please contact our customer service team with your order details. We will initiate our lost order resolution process:
Any issues should be reported within 5 working days of the delivery date.
Replacements
If we have stock available, we will ship a replacement for your lost order at no additional cost to you. You will receive an email confirmation once the replacement has been dispatched.
Refunds
In cases where a replacement is not possible, or if you prefer a refund, we will start an investigation with the carrier to confirm the status of your lost order. This investigation can take up to 10 business days. Once the investigation is concluded and the carrier confirms that the package is lost, we will process a full refund for your order.
If you purchased the Aftership protection at checkout, please follow this link to submit a claim.
Do you ship to P.O. Boxes?
Unfortunately, we cannot ship to P.O. Boxes at this time. If you don’t have a residential address, please contact us before placing your order, and we will do our best to assist you.
Where will my order ship from?
All US orders are shipped from our US warehouses.
Sometimes, your order might be shipped from a different warehouse due to stock availability. We will always make sure your package reaches you as quickly as possible.
What if I need luggage for a rapidly-approaching trip?
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.
What is Aftership Protection?
AfterShip Protection provides shipping insurance covering lost, stolen, or damaged packages.
How much does Aftership Protection cost?
You have the option to be protected by opting in at the checkout. The price for protection is calculated and displayed during the checkout process.
Returns & Exchanges
What is your return/exchange policy?
If you are not satisfied with your order you can return it within 100 days of delivery for a refund. See costs and conditions below.
Please note, repurposed goods are non-refundable. For more information please see here.
Return costs
| Returns | Exchanges | |
|---|---|---|
| US | $20 | Free |
| Canada | $20 | Free |
Please note that the original shipping costs are non-refundable.
Under our returns policy, an order can only be exchanged once. Once an exchange has been processed and your new order created, that order cannot be returned for another exchange.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return may not be accepted.
Can I return an item from a different country than where it was delivered?
We can provide prepaid return labels for shipments sent from the same country to which the order was originally delivered. For example, if your order was shipped to Canada, we can provide a prepaid return label for a return shipped from within Canada. If you need to return the item from a different country, you will be responsible for the shipping costs.
Return Shipping Timeline:
Returns must be shipped within 14 days of receiving the return label. If the return is not shipped within this timeframe, your request will be rejected.
Packaging
We recommend keeping the original packaging for the duration of the trial period. This helps ensure the item is protected during return shipping.
Personal Belongings:
Please make sure to remove all personal belongings from the item before returning it. We do not take responsibility for any items left behind in the returned product.
Condition of Returned Items:
Returned items should be in like-new condition. This means no damage or alterations. If the item gets damaged during the trial period, please specify this in your return request so we can address the issue accordingly.
Refund
Refunds will be issued to the original method of payment. If your order was purchased with a gift card, the refund will be processed as store credit to the same gift card. Refunds will not be issued to alternative payment methods.
Gift card
If you choose to receive a gift card instead of a refund, please note that once the gift card is issued, we are unable to change or convert it back to another payment method.
Gift cards can be used for any future purchases on our website and do not expire. If you have any questions about using your gift card, feel free to reach out to our support team.
How do I start a return?
In order to initiate a return, please follow this link and follow the instructions on the portal.
Your order number starts with #.
If your order arrived in multiple boxes, please submit a separate return request for each item.
Small items like the Smart Holder or Compression Pads can be shipped together in the same package.
Once you've initiated a return request, you have a 14-day window to return your items. If the items are not returned within this period, the request will be closed. However, no need to worry – you can always reopen the request if necessary.
When can I expect my refund?
Once we receive your return in our warehouse we will process your refund or exchange within 14 working days. Please allow the refund between 3-5 days to show in your account once it has been processed.
We'll send you an email once your refund has been fully processed. If you haven’t heard from us in over 2 weeks after your return was delivered, please reach out to us, and we will help to resolve the process as quickly as possible.
Can I return an item that I bought from a third party?
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.
What is the return policy for repurposed goods?
All sales on repurposed goods are final and non refundable. We are unable to accept returns for repurposed goods.
Warranty
Do your products have warranty and what does it cover?
We offer a lifetime warranty covering repairs or replacements for functional damages. 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.
This includes all stitching, zips, metalwork, and handles.
The lifetime guarantee does not apply to cosmetic wear and tear, misuse or abuse, or damages caused by negligence.
Airline Damage
In the event of airline damage, airline claims usually need to be reported to the airline within a set timeframe so we recommend contacting the airline immediately. If you do not receive compensation or the airline does not respond within 14 days, please contact us and we will do everything we can to help.
Please get in touch with us here regarding any functional damage.
How do I make a warranty claim?
To make a warranty claim, you will need to follow this link
If you need further information on locating a batch number, please click here
After submission, our team will determine whether the defect is covered by our warranty. If this is the case, we will repair or replace the product.
Repair
We cover the cost of repairing your item if it is within our warranty terms and falls under eligible repairs. We also ship it back to you at no additional charge.
You will be responsible for covering the cost of shipping the item to our service center for repair. We recommend using a trackable shipping method and ensuring the item is securely packaged.
Replacement
If the fault can't be repaired and it falls under warranty terms, we will offer you a replacement.
Our commitment to quality means we regularly enhance our products with new features, materials, or designs. This means your replacement item may include improvements or changes that enhance durability, functionality, or aesthetics.
For the most up-to-date information on our current product offerings, including specifications and features, please refer to our website. This will give you an idea of the current version of the product you will receive as a replacement.
Do your products have warranty and what does it cover?
We offer a lifetime warranty covering repairs or replacements for functional damages. 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.
This includes all stitching, zips, metalwork, and handles. Please note, this warranty does not cover the natural ageing of materials or normal wear and tear.
Lifetime guarantee does not apply to cosmetic wear and tear, misuse or abuse, or damages caused by negligence.
Airline Damage
In the event of airline damage, airline claims usually need to be reported to the airline within a set timeframe so we recommend contacting the airline immediately. If you do not receive compensation or the airline does not respond within 14 days, please contact us and we will do everything we can to help.
Please get in touch with us here regarding any functional damage.
Product Information
What kind of leather do you use?
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 in our blog article.
Where do you manufacture your product?
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.
How do I care for my leather?
In order to help you look after your Carl Friedrik product in the best way possible, we have written some great articles on our blog about leather care. You can find all our tips and tricks for caring for your leather bag or wallet here
How can I care for my Vachetta leather bag?
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. For more information on leather care, visit our blog article on the topic.
How can I waterproof my Vachetta leather bag?
We use vegetable-tanned, Vachetta leather to produce the Palissy family and other bag models. So the best option is to use a waterproof spray that is compatible with vegetable-tanned 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.
Will Carl Friedrik Leather Cream waterproof my product?
Carl Friedrik Leather Cream helps to leave leather soft and nourished, as well as providing a layer of protection. It will not waterproof your product but can be used in tandem with waterproofing sprays.
What is a Smart Holder? How do I use it?
Smart Holder for Palissy Briefcase, Palissy Double, Palissy Weekend and Palissy 25-hour bag allows your bag to perfectly attach to your Carl Friedrik luggage.
Under the two vertical straps on the backside of your Palissy bag. There are several cosmetic stitches along the leather left unstitched to slide the Smart Holder in. When not travelling, you can simply remove the Smart Holder and store it for your next trip.
You can find out more information here
Do your suitcases fit inside each other?
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.
How much do Carl Friedrik suitcases weigh?
We are pleased to say we designed lightweight suitcases to suit all your travelling needs.
- The Carry-On has a weight of 3.9kg (8.6lbs)
- The Carry-On Pro has a weight of 4.3kg (9.5lbs)
- The Check-In has a weight of 4.5kg (9.9lbs)
- The Check-In Large has a weight of 5.6kg (12.4lbs)
Note: You can find more information on each product page
Does my suitcase come with a compression pad?
Each suitcase comes with one compression pad already included. You can add a second compression pad directly from the product page or from the Travel Accessories page.
How do I find the batch number on my luggage case?
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
Where should I store my luggage?
We recommend storing luggage in a cool, well-ventilated place avoiding direct sunlight, high temperatures or damp environments. Please refrain from resting heavy objects on the exterior.
What other steps can I make to ensure the longevity of my luggage?
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.
I have locked myself out my suitcase, what should I do?
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.
Do you offer a personalisation service?
The personalisation option is available in selected countries. If the option is not showing on the product page for you, this means the option is currently not available where you are located.
You can also subscribe to our email newsletter, that way if we make any changes you will get notified.
We currently do not offer product customization - all available variants can be found on the product page.
Order Information
How do I track my order?
Orders generally take 1-2 business days to process before they are shipped. During peak periods this can take up to 2 - 5 days. We'll send you a shipping confirmation email once your order has been dispatched.
Once your order has been dispatched you will receive an email confirmation with the tracking link for your order. If you do not receive the tracking link or have any problems with the tracking please contact our team here
Please note: Please allow 48 hours for tracking information to update once your order has been shipped.
Can I edit/cancel my order?
Our team moves quickly to get your order shipped, If you would like to amend your order items or your shipping details, please contact us here as soon as possible.
We can only edit orders before they have been shipped from our warehouse, so we will let you know if this is still possible for your order. If we cannot edit the order we can help you with the return process.
Please note that we are unable to accept responsibility for any orders lost due to incorrect address details being entered at the checkout stage.
What payment methods do you accept?
You can pay by credit card or debit card. We accept Visa, Mastercard, Discover, and American Express(you can see the full list when you add your credit card at checkout) or express checkout is available via Paypal and Google Pay.
Please note: We're unable to split payment between multiple payment methods.
Do you offer discount codes?
We don't offer discount codes or partake in seasonal sales. We work hard to provide the best quality possible and the lifetime guarantee on all products is a testament to this.
My discount code isn’t working?
You can add discount codes on the checkout page however you cannot use more than one discount at a time. If a discount code is automatically applied to your cart but you have a better one, you should remove the automatic code before applying your own.
If you are applying your discount code and it is still not working please contact our team here
For the latest news on all promotions and exclusive offers, we recommend you subscribe to our newsletter
When will my pre-order ship?
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 pre-order dates will ship on the latest date.
We are unable to split orders so if you need in-stock items sooner, we recommend that you place a separate order for them.
You will receive an order confirmation email upon placing the order. Then when your order is dispatched from our warehouse you will receive a shipping confirmation email with a tracking link.
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.
I am having trouble checking out, what should I do?
Should you experience any problems while placing your order online, please try the below steps:
- Clear all cache and cookies
- Use an alternative payment method
- Try another browser or device
If you have tried all steps above and are experiencing difficulties please contact our team who will offer technical support.
Do you offer gift wrapping?
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.
I have locked myself out my suitcase, what should I do?
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.
How do I make a stock enquiry?
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.
My product is faulty, what do I do?
We are truly sorry to hear that you are experiencing faults with your product, to make a warranty claim, you will need to follow this link.
Affiliate
Why join?
If you’re passionate about our products and want to promote them, apply to our Commission Junction (CJ) affiliate programme.
We offer a generous standard commission rate (10%), 30-day cookie period and always keep our partners up to date with the latest promotions and launches.
We’re particularly looking to work with relevant media, bloggers, review sites and content creators.
How to join?
Apply to our affiliate programme on CJ. Our company ID is 6163383.
Or reach out to [email protected] if you have any questions about the programme.
Press
How do I share a press opportunity?
We’re always happy to review press opportunities and answer queries.
Contact [email protected] if you have a question.
How do I get additional brand information?
We can provide our media kit, hi-res imagery, press releases and additional product information upon request. Please contact [email protected]
Contact Us
How do I contact you?
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]
Opening Hours: Monday-Friday 9 am-6 pm GMT
Please note: Our team aim to respond to all queries within 48 hours. However, during peak periods it’s an extremely busy time for us here at Carl Friedrik and all our team are busy helping customers. Please be assured that we have your query and will look to address it as soon as possible.
How can I request for my data to be removed?
To request your customer data removal under GDPR guidelines, please get in touch for assistance.
How can I unsubscribe from emails?
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.
Terms and Conditions
Privacy Policy
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.
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:
- Workflow management, including assigning, managing and administering projects;
- Human Resources administration and communication;
- Payroll and the provision of benefits;
- Compensation, stock plan administration, compensation analysis, including monitoring overtime and compliance with labor laws, and company recognition programs;
- Job grading activities;
- Performance and employee development management;
- Organizational development and succession planning;
- Benefits and personnel administration;
- Absence management;
- Helpdesk and IT support services;
- Regulatory compliance;
- Internal and/or external or governmental compliance investigations;
- Internal or external audits;
- Litigation evaluation, prosecution, and defense;
- Diversity and inclusion initiatives;
- Restructuring and relocation;
- Emergency contacts and services;
- Employee safety;
- Compliance with statutory requirements;
- Processing of Employee expenses and travel charges; and
- 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.
- 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.
How-To-Guides
How do I use and set the combination lock on my Carl Friedrik suitcase?
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:
- With all the dials set to 0, slide the reset button (1) from OFF to SET.
- Dial the numbers (2) to your desired code.
- Slide back the reset button (1) to OFF.
- Repeat for the second lock (if desired).
- Your new combinations are now set and ready to go.
How to attach the trolley system?
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.
How to attach the leather handle?
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.
How to attach the wheels?
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.
How to attach the Smart Holder?
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.
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