After Sales Service

A promise made is a promise kept. At The Travel Store, our customer’s purchase is not where it ends.The success of our brand today depends a lot on how we continue to support our customers after their purchases. Below some FAQ which we hope will serve as a guidance regarding our service and repairs:

Repair Handling fees:

  1. No charges will apply within the warranty period if the luggage is sent to our The Travel Store, Echolac or Lojel Retail outlets.
  2. However, a RM20 handling service fee will be charged for luggage sent to consignment counters in Parkson, Aeon or Sogo for repair.

There are 2 types of warranty as follow:

  1. Body – which cover the cracks and break in the shell. The main zipper is covered under warranty for a one-to-one replacement as well if it becomes faulty or stops functioning (Applicable to only EMINENT & ECHOLAC Brand)
    1. Replaced or repaired luggage is subject to the same warranty period as the original luggage. Replacement luggage may be provided in a colour different from the luggage you originally purchased. For limited edition, discontinued or out-of-stock luggage covered under the warranty, we guarantee only replacement of a product with equal retail value and does not guarantee exact replacement of the same limited edition, discontinued or out-of-stock item.
    2. There will be no refund should the retail value of the replacement is lesser than the original purchase value. If the retail value of the replacement product is higher than the original purchase price, the customer will need to pay the difference.
    3. A handling fee is required for replacement luggage to cover the claim submission process and shipping of the luggage to Malaysia. The fee is RM40 for Lojel brand and RM20 for other in-house brands.
  2. Accessories – which cover the wheels, handles, trolley, combination lock and zipper head/puller that break off and are no longer usable.


    A. Trolley Handle
    B. Top Carry Handle
    C. Side Bumper
    D. Wheel
    E. Combination Lock
    F. Zipper Puller
    G. Side Carry Handle
    H. Side Carry Handle
    I. Side Lock

Your luggage warranty does not apply in the following situations:

  1. If your proof of purchase is lost, or you did not register the warranty of your product on our website.
  2. If any unauthorized modifications or repairs have been made.

The warranty does not cover:

  1. Cosmetic damage (such as scratches, dents, or stains).
  2. UV degradation or exposure to extreme temperatures, acids, solvents, or moisture
  3. Normal wear and tear:
    – Exposure to extreme temperatures, acids, solvents, or moisture
    – Fabric abrasion
    – Rips, tears, or cuts
    – Melted zippers or fabric
    – Stains (grease, oil, dirt, ink, etc.）
  4. Abuse, overloading, or rough handling during transport by airlines, 3rd parties, the luggage owner, or other travel organizations.
  5. Improper care or misuse
  6. Excessive sun exposure
  7. The use of inappropriate cleaning products

Warranty FAQ

Q1: What products come with warranty and what is the warranty period?

A1: Most of our luggage come with warranty. Warranty type & period will be subject to the respective luggage brand. Feel free to speak to our customer service regarding the warranty details prior to purchase.

Q2: What does my warranty covers?

A2: There are 2 types of warranty, as follow:
1) Body – which cover the cracks and breaks in the shell
2) Accessories – which cover the wheels, handles, combination lock, zipper head/puller & studs that break off and are no longer usable. The warranty does not cover the following:

“Cosmetic Damage” which is defined as scratches, dents, dings, scuffs, stains, colour changes, normal wear and tear, or other non-functional changes in the appearance of the luggage that occur during normal handling and use of Luggage by any party and which do not impair the functionality of the product as luggage. Aluminium Luggage is particularly susceptible to Cosmetic Damage. Replacement of any non-defective pieces in the luggage (for example, if you purchase luggage with multiple components and only one component is defective, then we will only replace the defective component). Loss of functionality due to consumers being locked out of their luggage.

Q3: How do I claim my warranty?

A3: In the event of a defect, you must return your luggage to any of our nearest retails store and provide us the warranty card/warranty sticker/the proof of purchase. We will repair or replace (as applicable) within 30 days of receiving your original luggage. Once the luggage is ready, our product consultant will contact you & you may then collect the luggage from the retail store.

Replaced or repaired luggage is subject to the same warranty period as the original luggage. Replacement luggage may be provided in a colour different from the luggage you originally purchased. For limited edition, discontinued or out-of-stock luggage covered under the warranty, we guarantee only replacement of a product with equal retail value and does not guarantee exact replacement of the same limited edition, discontinued or out-of-stock item. There will be no refund should the retail value of the replacement is lesser than the original purchase value.

Luggage that is locked can be shipped to any of our retail store to be unlocked by our product consultant. You will be responsible for any shipping and handling costs.

Q5: How can I get my luggage repaired after warranty period?

A5: You may bring your luggage to any of our nearest retail store and provide us the warranty card/warranty sticker/the proof of purchase, our product consultant will guide you through the repair process. Repaired luggage will be returned to the same store within 30 days of receiving your original luggage. Once the luggage is ready, our product consultant will contact you & you may then collect the luggage from the retail store.

Should shipping costs be required to send your luggage to us, you will be responsible for those costs. including the shipping costs associated with shipping replaced or repaired luggage

Repair fee is applicable after warranty period & the fees vary depending on the condition of the defect parts. Feel free to call our Repair Hotline at 012 - 6500120 if you need to know the repair pricing.

Q6: How can I order replacement parts?

A6: You may call our Repair Hotline at 012-6500120 to enquire on the parts availability and pricing.

Q7: If my product was a gift, how would I, as the gift recipient receive warranty coverage?

A7: We would suggest you request the warranty card/sticker/original receipt from the purchaser.