Frequently Asked Questions
My Order
I haven't received my order confirmation, what should I do?
The delivery of the order confirmation may take a while. If you do not receive your order confirmation on the same day you placed the order, please contact us. If your order was successfully submitted, a notification "Great, your order has been sent :)" and a summary of your contact details for review will be displayed on your screen.
When will my order be shipped? What is the delivery time?
When viewing a product, you have the option to click the "When will I receive the goods?" link for each variant, where we state the estimated delivery date for all offered shipping methods. Generally, if an order is placed on a weekday morning, the goods can be dispatched the same day, provided they are in stock at the central warehouse or the Brno store. For more information on availability and dispatch, please see the Product Availability section.
I made a mistake in my order (wrong email, phone number, payment method, incorrect quantity, different color variant), what can I do?
Before submitting your order, we recommend that you double-check all the details and selected options very carefully. If you still find that you have made a mistake, don't panic, and contact us as soon as possible. We can solve the problem together.
Product Selection
Will the color variant of the product I ordered look exactly the same as the product in the e-shop picture?
Since every eye perceives color differently, it is possible that the product you order may differ in color from the photograph shown. Colors can also be distorted by technology – it depends on the camera settings at the time of the photoshoot and also on the settings and color balance of your monitor.
Where can I find the luggage dimensions?
Luggage dimensions are listed in the "Parameters" table, which is located to the right of the product description. If the product dimensions are not listed, it means we do not have them available because the manufacturer does not provide them.
Are the suitcase dimensions listed inclusive of wheels/handles?
Unless stated otherwise (e.g., if the "Internal Dimensions" field in the Parameters table is not filled in), the luggage dimensions include its protruding parts (wheels, handles). Therefore, we generally state the maximum dimensions of the suitcases.
Are fabric or hardshell suitcases more durable?
Hardshell suitcases, especially those made of polycarbonate, are significantly more durable than fabric suitcases. Another advantage is that the shell is waterproof in heavy rain, whereas fabric is not. You can learn more in the article on travel suitcase materials.
Which suitcase material is the lightest/most durable?
By far the most durable and lightest material for suitcases is polycarbonate, which is also flexible.
Returns and Complaints
I want to return/exchange a purchased and unused product. How should I proceed?
If the product does not meet your expectations, you can of course return it. In this case, simply send it back to our address: Shopen Group s.r.o., Křenová 409/52, 60200 Brno. Please include a copy of the invoice and the completed Withdrawal from the Purchase Contract form. If you wish to exchange the goods, the procedure is the same, but please also provide information about which specific goods and in what quantity you wish to receive, and how you will pay any difference (cash on delivery or bank transfer).
There seems to be a defect with the purchased product, what is the complaint procedure?
Pack the goods for complaint in such a way as to prevent further damage during transport to us. Send the shipment together with a copy of the invoice (or order number) and a cover letter describing the defect to the address: Prodejna Bagalio, Křenová 409/52, 602 00 Brno. As soon as we receive the goods under complaint, we will contact you to arrange the next steps.
How long is the warranty period for purchased products?
The warranty period for purchased products is legally set at 24 months from the date of purchase. Some manufacturers also offer an extended warranty. The warranty period for each product is listed in the "Parameters" table on the e-shop. Information about the length of the warranty is also stated directly on the product's packaging or tag.
Other
What are the permitted dimensions for cabin luggage?
Each airline sets its own conditions for carrying cabin luggage, so we strongly recommend that you look up the specific details in the terms and conditions of carriage of the airline you plan to fly with before purchasing luggage. Not all airlines may respect the cabin luggage dimensions set by IATA (International Air Transport Association). We list some dimensions in our overview of cabin luggage dimensions.
Can I use a four-wheeled suitcase on two wheels?
We do not recommend it. A four-wheeled suitcase suffers when rolled on two wheels. The wheels wear out very quickly. Especially under a heavier load, mechanical damage can occur. A subsequent complaint may not be accepted based on such findings. The exception is four-wheeled suitcases where it is explicitly stated that their wheels are designed to be used on two wheels as well.
I've forgotten the combination code I set on my suitcase lock, what should I do? Is there any way to open the suitcase?
In this case, the only option is to try all the numerical combinations (1000 in total). If you want to open the suitcase and continue using it, start with 0-0-0, then 0-0-1, and proceed up to 9-9-9. It's about an hour's work.
Do you provide post-warranty service or product repairs?
We do not normally provide post-warranty service for products; it is only possible for selected brands and by prior arrangement.
Do you sell spare parts?
We are able to obtain some spare parts from manufacturers. You can inquire about the availability and price of the spare part you need directly with our complaints department, which manages the spare parts warehouse. In your inquiry, please provide specific information about the requested spare part (brand, model, type, and quantity).
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