Repair Service
Spare parts, repairs and what to do if your suitcase is damaged.
Repair first
A suitcase with a wheel that sticks is not a broken suitcase. It is a suitcase that needs a wheel. We supply spare parts and help with repairs, even when the damage is outside the ALTAIR warranty.
Spare parts
For our suitcases, we keep the parts that most often need attention:
- Wheels and wheel housings
- Telescopic handles and handle components
- Combination locks and fastenings
- Interior straps, dividers and zips
If the damage is covered by the warranty, we send you the replacement part free of charge. If it is not a warranty case — for example, after an accidental drop — we charge for the part at cost. We tell you the amount before anything happens. Most parts can be replaced at home in a few minutes with a Phillips screwdriver. We include illustrated instructions.
How to request help
- Email contact@altairluggage.com.
- Include your order number and a short description of the problem.
- Attach a photograph of the whole suitcase and a close-up of the affected area.
We usually reply within 24 hours on working days and explain the right solution. If there is a charge, we tell you beforehand.
If repair is not possible
If the damage cannot reasonably be repaired and is covered by the warranty, we replace the suitcase. Details are on the ALTAIR warranty.
Care
- Remove hair, sand and dust from the wheels from time to time.
- Extend and retract the telescopic handle straight, without twisting it.
- Clean the aluminium with a soft, slightly damp cloth. Avoid abrasives and solvents.
- Store the suitcase dry and avoid overloading it.
Scratches and dents, incidentally, are not defects. They are part of aluminium.
