FAQ

The best way to check the status of your order is to go to the Customer Support Portal and track your order there.

Returns must be initiated within 14 days of the delivery date, packaged exactly as they were received, including any protective materials or inserts, and accompanied by all original packaging and hang tags still attached.

1. Go to the Customer Support Portal to initiate your return.
2. Our team will review your request and provide you with a return authorization and shipping instructions if the return is approved.
3. Ship the item back using the instructions provided. Return shipping costs are the customer’s responsibility, except in cases of defective or incorrect items.
4. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

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The EDELWEIS warranty covers all functional parts on all EDELWEIS companions, unless stated otherwise. This warranty excludes suitcases with ordinary cosmetic damage such as scuffs, stains, scratches or dents.

While traveling, these small imperfections will happen – but when you see them, embrace them. They are marks made during an amazing time while traveling (the best feeling in the world).

1. Open the lock (factory combination: 000)
   Align the dials to 000 and push the button to release the lock.
2. Prepare to set a new combination
   Once the lock is detached from the suitcase, locate the switch on the back of the lock and move it from OFF to SET.
3. Set your desired 3-digit combination
   While holding the button, turn the dials to your preferred 3-digit code.
4. Finalize the new combination
   Release the button, then move the switch on the back of the lock back to OFF. Re-attach the lock and scramble the dials to secure your belongings.

Creating an account simplifies order tracking, receipt organization, warranty proof, returns, and personal information management. Plus, you’ll be the first to know about new collections, promotions, and updates—if you choose to opt in.

You can modify or cancel your order before it ships by contacting us at moreedelweis@gmail.com or through your EDELWEIS account. Changes are limited to items of equal or lesser value.

Once shipped, orders cannot be modified, canceled, or have shipping addresses updated. You may still process a return and place a new order if needed.