Frequently Asked Questions

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Klarna (pay in 3 interest-free instalments). All transactions are processed securely using 256-bit SSL encryption. Prices are displayed in GBP (£) and include VAT at 20%.

If your order has not yet been dispatched, we can usually amend or cancel it. Please contact our Concierge team as soon as possible at Sales@BRIGHTLANE.uk or call +44 (0) 20 7946 0123. Once an order has been dispatched, it cannot be amended — but you can return it under our 30-day returns policy.

Every Brightlane product is delivered in our signature presentation box with tissue paper and a branded ribbon — at no extra charge. If you would like to include a personalised gift message, you can add one during checkout. We do not currently offer additional external gift wrapping.

Yes, you will receive an email confirmation immediately after placing your order, followed by a dispatch notification with full tracking details once your parcel leaves our London warehouse.

Yes, all prices displayed on our website include UK VAT at 20%. For international orders shipped outside the UK, VAT is removed at checkout. However, you may be liable for local import duties, customs charges, or sales taxes imposed by your country — these are the responsibility of the recipient.

We offer complimentary next-day delivery via DPD on all UK orders over £50. For UK orders under £50, standard delivery is £4.95 (2–3 working days). International shipping starts at £15 for Europe, £25 for North America, and £35 for the rest of the world via DHL Express.

UK orders placed before 2:00 PM (GMT), Monday to Friday, are dispatched the same day. Next-day delivery means you will typically receive your order the following working day. International delivery times are: Europe 2–3 business days, North America 2–4 business days, and Rest of World 3–6 business days.

Yes, Brightlane ships to over 150 countries worldwide via DHL Express. International customers should be aware that local customs duties and import taxes may apply upon delivery. These charges are not included in our prices and are the responsibility of the customer.

Absolutely. Once your order has been dispatched, you will receive an email with a tracking number and a direct link to track your parcel in real time via the courier's website (DPD for UK, DHL for international).

We can deliver to BFPO (British Forces Post Office) addresses. However, we are unable to deliver to PO Box addresses due to the size and signature requirements of our parcels.

You may return any unused item in its original condition and packaging within 30 days of delivery for a full refund or exchange. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you also have a statutory 14-day cooling-off period from the day after you receive your goods. A complimentary Royal Mail return label is included inside every UK order.

Because personalised items are made to your specifications, they cannot be returned or exchanged unless they are faulty or the personalisation is incorrect due to our error. This is in accordance with the Consumer Contracts Regulations 2013, which excludes bespoke and personalised goods from the standard cancellation right.

Once your return is received and inspected at our London workshop, we will notify you by email. If approved, your refund will be processed and credited to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to reflect the refund in your account.

UK returns are free — a pre-paid Royal Mail return label is included in every presentation box. For international returns, the customer is responsible for return shipping costs unless the item is faulty. If you received a defective item, please contact our Concierge and we will arrange a free return collection.

Our lifetime guarantee covers all manufacturing defects for the life of the product, including broken zippers, failing hardware, cracked shells, seized wheels, and unravelling stitching. If your item fails under normal use during travel, our London workshop will repair it free of charge. It does not cover cosmetic wear (scratches, scuffs, leather patina), airline damage, or misuse.

Simply email Sales@BRIGHTLANE.uk with your order number and clear photographs of the damage. Our workshop team will assess the claim within 2 business days. If approved, we will arrange a free DPD collection from your UK address. Most repairs are completed within 5–10 working days.

Airline-inflicted damage (e.g., crushed shells from baggage handling) is not classified as a manufacturing defect. However, we offer subsidised repair at 50% off our standard repair rate for airline damage. We strongly recommend filing a Property Irregularity Report (PIR) with the airline at the airport before leaving.

Our Lifetime Craftsmanship Guarantee applies to the original purchaser only and requires proof of purchase (order number or receipt). It is not transferable to subsequent owners.

Our guarantee is offered in addition to your statutory rights under the Consumer Rights Act 2015. Under UK law, goods must be of satisfactory quality, fit for purpose, and as described. Within the first 30 days, you have a short-term right to reject faulty goods. Within the first 6 months, the retailer must prove the goods were not faulty at the time of delivery.

Yes, all our cabin luggage is meticulously engineered to comply with standard IATA dimensions (55 × 35 × 23 cm), ensuring they are accepted as overhead baggage on British Airways, easyJet, Ryanair, Eurostar, Virgin Atlantic, and most major international carriers. We recommend checking your specific airline's current size allowances before travelling, as policies can change.

Vegetable-tanned leather is designed to evolve and develop a rich, unique patina over time — this is a feature, not a flaw. We recommend applying a natural beeswax leather conditioner every 6–12 months. Keep it away from prolonged direct heat and sunlight. If it gets wet in the rain, wipe gently with a soft cloth and allow it to dry naturally away from radiators or hair dryers.

Sustainability is at the core of our design philosophy. 72% of our fabric components are made from post-consumer recycled materials, including ocean-recovered plastic. Our leather is 100% vegetable-tanned using natural chestnut liquor — free from chromium and heavy metals. All packaging is plastic-free and FSC-certified. Visit our Sustainability page for full details.

Our polycarbonate cabin suitcases weigh approximately 2.8 kg (empty), which is significantly lighter than many competitors. This leaves you with maximum packing capacity within most airlines' 7–10 kg cabin baggage weight allowances.

Yes, all our hard-shell cabin and check-in luggage features integrated TSA-approved combination locks. This allows US Transportation Security Administration agents to inspect your luggage without damaging the lock, while keeping your belongings secure during transit.

We offer three bespoke personalisation techniques: Classic Hot Foil stamping (24-carat gold, silver, or blind foil on leather — from £25), Hand-Painted Monogram (12 heritage colours on canvas and twill — from £45), and Metal Hardware Engraving (laser engraving on luggage tags and lock plates — from £15).

Turnaround times depend on the technique: Hot Foil takes 3–5 working days, Painted Monogram takes 7–10 working days, and Metal Hardware Engraving takes 2–3 working days. These times are in addition to standard delivery timescales.

Yes, we send a digital proof via email for your approval before any personalisation work begins. Once you approve the proof, our artisans will proceed. Please check all initials and spelling carefully — once submitted for crafting, changes cannot be made.

Absolutely. We offer volume discounts on personalised orders of 10 or more items, including company logo monogramming and branded packaging. Please visit our Corporate Gifting page or email Sales@BRIGHTLANE.uk for a bespoke quote.

No, you can checkout as a guest. However, creating an account allows you to track orders, save your delivery addresses, view your order history, and speed up future purchases.

We take data protection seriously. All personal data is processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Payment details are handled by our PCI-DSS compliant payment processors (Stripe, PayPal) and are never stored on our servers. For full details, please read our Privacy Policy.

Under the UK GDPR, you have the right to request erasure of your personal data. To delete your account, please email Sales@BRIGHTLANE.uk or contact our Concierge team. We will process your request within one calendar month. Please note that we are required to retain order data for 6 years for HMRC tax compliance purposes.

You can unsubscribe at any time by clicking the 'Unsubscribe' link at the bottom of any marketing email. Alternatively, contact our Concierge team and we will remove you from our mailing list. Please allow up to 48 hours for the change to take effect.