it Luggage Reviews 5,778

Need replacement wheels. Best customer service of mist companies. Quick to response to my wheel. They were clear on what information they needed and how much the product was. One of the only companies I was not dreading emailing when I had to contact them

Royal Mail lost a spare lock they had sent
me but Rhea sent another immediately which arrived in 2 days. Gold star for IT.

Brought a new hard shell case for a long awaited holiday, which got off to a rocky start as my case was taken in error and forced open and broken.
My enquiry about a repair was answered promptly and the replacement parts arrived just a day after I returned. Thankfully I now have a fully working case again and look forward to many more adventures as it is so easy to wheel along, a vast improvement from my old case and I love the colour😊

Purchased six matching it suitcases, the wheel was broken off one, this was replaced with another style, the wheels jammed and started squealing on three other cases, one was replaced with another style, contacted it Luggage and asked if they could send the two other replacement cases to match the previous case sent, customer services agreed to replace the whole set as we had issues with four out of six cases, an order was raised and a tracking number was issued but then subsequently cancelled, order no IT365275 is the replacement cases for the two warranty claims WAR-UK21335 and WAR-UK21413. despite several emails I have had no further response. I feel like we have been let down by it luggage customer services and their 10 year warranty. I have spoken with DPD and they say they have no parcel, it was never collected from It Luggage.
I have contacted It Luggage by email, WhatsApp, Instagram and their response every time is contact customer service and the loop starts all over again, this has been going on since my original claim submitted on the 22.02.2026.

Updated 14.03.2026.
I appreciate your prompt reply however this does not tell me anything new, how hard is it to locate a parcel, DPD never collected the parcel as iT Luggage cancelled the collection 1 minute after raising it which is clearly shown on the tracking and confirmed by DPD. Good customer service would be to send a replacement as the original has obviously not left the warehouse. I look forward to a more positive response and to able to put closure to this and for me to restore faith in iT Luggage.

The wheel on my IT suitcase was broken off by the baggage handlers on my return flight. The case was 4 years old and although it has a 10 year guarantee, damage by baggage handlers being "rough" is not covered. I understood this so I tried to find a replacement wheel. There are many compatibles available but I was not certain if they would fit. I decided to contact IT direct.
I explained the issue and they asked for identification label, proof of purchase and photos of the damage. They agreed to supply a new wheel free of charge in this case. Good customer support which is most appreciated.

A wheel on my daughter’s suitcase was badly damaged, probably through wear and tear, making it very difficult to manoeuvre properly. Despite being out of warranty, I got in touch with IT, supplying photos of the wheel and other aspects of the case as requested, and ordered a complete set of four wheels. These arrived today, and the case is now as good as new.

Wonderful service emailed back with a solution very quickly , would recommend

Having used IT luggage whilst traveling nationwide and international many time per year for the last 10 years we decided it was about time that we replaced our aging suitcases.

We purchased two triple sets. On our first ski trip to Avoriaz/Morzine with our new luggage, heavy handed baggage staff managed to rip two of the studs from one of our checked cases.

This had never happened with our old suitcases.

I reported this to IT luggage on our return, completing all relevant paperwork.

Within days they replied and resolved the problem far and above our expectations.

Safe to say we hope our IT suitcases will provide many more years of service during our global travels.

Thank you IT Luggage.

Great service and fast delivery of new replacement case wheel.

I originally posted a review on 10/3, but I feel it’s important to update it.
Quite frankly, this company has been completely unacceptable to deal with. Despite receiving the returned goods weeks ago, they ignored all communication and failed to issue a refund.
In the end, PayPal had to step in and refund me £60 on 6/4. The bags themselves were in worse condition than items you’d expect to find as seconds in an outlet store. Very disappointing experience overall.

[Page down to see full experience]

I stumbled across this brand on John Lewis and we bought 2 hand luggage cabin bags, one cream other black. They arrived and were so poor with finish, strands of unfinished cotton, double stitching, sharp edges, we returned them. I then bought one online in the cream at Dunelm thinking it would be better,..it went straight back. So we thought buy direct… exactly the same, poorly finished, threads hanging off stitching everywhere.

I emailed to complain sent loads of photos with circles clearly marking all the imperfections and ask for 2 labels for a return or if they had other solutions, I was insulted by an offer to get 25% off buying 1 more item from them! Then sent me a survey to ask how the customer service agent dealt with query…needless to say she got the lowest score!

I declined and then was offered 30% to keep them by another agent but I had to send ONE SHORT video of both bags faults front & back, which was impossible to do a short video when so much was wrong!....the videos bounced back due to size limit, then I split video back & front on each and it went through … Anyway yet then they again asked for ONE SHORT video on both by WhatsApp…I did that, then was ghosted and they’ve ignore my emails since.

I chased and no reply …heard nothing. So I opened a Paypal dispute and they still tried to communicate directly with me saying I can return them, then again saying close the dispute so we can send you the 30% , I IGNORED as Paypal said if you close the claim you're no longer protected.

After 2 weeks they told paypal I can return them but refused to pay shipping, so Paypal paid the shipping (They will charge it back to vendor!)

The goods were returned a week ago, they have IGNORED emails yet again to refund me, so Paypal said they will step in come easter to refund me.

So my advise is pay via PAYPAL as you will need their protection here.

Have purchased a few medium cases from it without problem . After upgrading to hard case ones with 4 wheels I found after two trips one of the wheels split apart . On contacting customer service i found the whole process very quick and easy . They asked for pictures of damage and suitcase front ,then in another e- mail for a picture of inside of case .
I think within a week it was sorted , could have provided a new wheel but it would have meant ripping inside lining to fit it . I wasn’t keen to do that so I was offered a new case no problem .
Altogether a good experience ,Rhea the customer service agent was very efficient and prompt with her reply’s . Very satisfied with outcome my new case is on its way 👌

We had one of the corner protectors lost from one of our suitcases on a recent trip. I got in contact with customer services who were very helpful and were able to send out the replacement corner protector to enable us to repair out suitcase, which was very easy to do, thanks to the great design. Thank you ☺️

We bought a very large IT luggage case from Primark. It was too large for our use for our foreseeable holidays but my wife loved the stability given from the wheels. I took the wheels off the new case and fitted them to an older, smaller case. It worked a treat but now I had a case but without wheels. I contacted customer service and supplied all the details necessary to purchase a new set. It took a few months for the new wheels to arrive as they were shipped from the far East. I had to contact customer service again to get the screws to secure the wheels appropriately. Rhea at IT luggage customer service was ver helpful. The new wheels cost about £20 and now we have a very large, stable suitcase again, and a slightly smaller, stable suitcase too. Thank you

We purchased a suitcase from It Luggage. Unfortunately, on the way to Amsterdam, the TSA lock broke. I emailed the customer service team regarding this. Within 12 hours, I received a response, and they shipped a replacement part out. Super pleased.

I had an issue with my suitcase where the wheel was broken and IT have replaced it under warranty.
Couldn’t expect anything better, well done and thank you

We purchased a set of luggage and the 1st time using it the wheel broke we have sent many messages and emails we get a generic email saying it is being delt with - no real contact or thought for us not being able to use the cases purchased - I have requested the complaint policy - again no response - shocking !!!

Had an issue with soft sided cabin case that had done really sterling service during my weekly commute to Northern Europe. Handle refused to retract. I completed the online warranty claim and had a response in 10 minutes. I was offered a full replacement from their warranty replacement selection. This was accepted and the new one is scheduled to arrive about 3 days after the initial claim. Rhea has been amazing and handled everything with speed and efficiency. Excellent

Excellent service after having an issue with the zip on the suitcase. Easy to make a warranty claim by uploading pictures/video of the problem. Quick response and a replacement suitcase received. Thank you very happy with the replacement suitcase.

I purchased a suitcase from IT Luggage in 2023 with a 10-year warranty. In January 2026, I contacted them regarding a fault with the inner lining and was advised it would be replaced under warranty. My suitcase was collected on 30 January and confirmed as delivered back to them on 3 February.

On 2 February, I was told a replacement would be requested from the warehouse and that I would receive tracking details. However, it has now been over four weeks and no replacement has been dispatched, nor have I been provided with any timeframe.

Each time I have asked for an update, I have been told they are experiencing delays. My last two emails have gone unanswered, despite their website stating emails are responded to within 48-72 hours. I have also been unable to reach anyone via phone.

I am due to travel shortly and have been left without a suitcase, despite returning my original one in good faith. The lack of communication and failure to provide a clear resolution has been extremely disappointing.

I hope IT Luggage will now resolve this matter promptly. Otherwise I will have no choice but to contact both Trading Standards and Citizens Advice for info about court action.

Last year I bought a bag from it Luggage. It was really great but unfortunately the handle stopped retracting into the bag. I got in touch and it Luggage were very helpful - after I sent some photo evidence they very quickly arranged a replacement and it has now been shipped to me.