We are sorry to hear that! We are happy to help you solve the problem. For questions or defects you can contact us via our contact form. We will respond as soon as possible to help you further.

No, unfortunately that is not possible. After you have placed the order with us, it can no longer be changed. You can, however, return the order free of charge. Want to return a product? Then click here

The original number is 0-0-0. If you want to reset the number, follow the steps below:

1. Slide the reset button from “OFF” to “SET”.
   
2. Turn the digits to the desired combination (e.g. 8-8-8).
   
3. Slide the reset button (1) back to “OFF”. You can now open the lock with the new combination.
   

How to Use the Combination Lock

1. Dial in your code.
   
2. Press the button; the display window shows whether the lock is open.
   
3. After closing the suitcase, scramble the digits. The lock is now closed.
   

Please note:

We have improved the TSA lock, so it may look slightly different.
Please note: No key is included; the key is only intended for customs inspection at the airport.

Download manual

No worries, this can happen sometimes! First try all combinations from 0-0-0 to 9-9-9, this takes about 15 minutes.

Please note: once you have set a new code yourself, we can no longer retrieve your personal combination.

Unable to open your suitcase even though you are sure you are using the right combination? Then contact our customer service team at info@onyxjourney.nl. Depending on the problem, we are happy to help you further.

Yes, our 35L and 38L suitcases comply with the carry-on dimensions of
most airlines.
We do recommend always checking this with the airline
you are flying with, as the rules can differ per airline or
be stricter.

Our suitcases are lightweight and designed for optimal travel comfort:

• 35L (55×35×21 cm) – 3.5 kg
  
• 38L (55×35×23 cm) – 4.2 kg
  
• 70L (65×42×28 cm) – 4.8 kg
  
• 100L (75×48×32 cm) – 5.2 kg

We want you to be completely satisfied with your purchase. Is that not the case? No problem, you can register your order for return within 14 days of receipt. After registering you have another 14 days to send the product back. Do make sure the product is unused, in original condition and in its original packaging. As soon as we have received your return, we process your refund within 2 weeks.

Within 14 days of delivery, send an email to returns@onyxjourney.nl with your order number in the subject line and the reason for the return. After your email you will receive a link within 48 hours to create your shipping label. From that moment you have another 14 days to send the product back.

To be able to return an item, it must be in undamaged, unused condition and in its original packaging. If the packaging is missing, we will first ask you to send photos or a video of the item, so we can assess whether it still qualifies for return.

We care about our products and naturally do our best to deliver them to you in top condition.

Still, it sometimes happens that an order gets damaged during transport or that something else happens which entitles you to warranty. Under European law we are liable for any lack of conformity that becomes apparent within two years of delivery of the goods. *However, we give extra warranty when you register the product. Click here

You may have additional rights under Dutch law. When you discover, or should have discovered, a defect in the product, you must contact us within a reasonable period. A reasonable period is in any case two months.

Under certain circumstances a period longer than two months may also be acceptable. If you contact us in time, we will arrange a free repair or a replacement.

Our Air collection, Hybrid collection and bags & accessories come with a 2-year warranty.

The Hybrid Pro collection comes with a lifetime warranty. This means that, for the entire lifespan of your suitcase, we vouch for the quality and durability of the product. Does something break due to a manufacturing or material defect while you use the suitcase normally? Then we replace the part or the entire product, depending on the nature of the problem, regardless of how long you have had the suitcase

It can always happen that something does not go entirely as planned. We recommend that you first make complaints known to us by emailing info@onyxjourney.nl. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via link. Since 15 February 2016, consumers in the EU can also register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the platform of the European Union.

Our suitcases are made from high-quality materials, but unfortunately damage can occur, for example from a fall. We are happy to help you with this. Click here for more information.

Go to the page “Warranty request”, fill in the registration form and add your proof of purchase. After sending your request you will receive a confirmation by email and your product will be registered for warranty

The warranty does not apply to normal wear and tear, careless use, modifications or damage caused by third parties (such as baggage damage by an airline).

Please note: if your suitcase is damaged while travelling due to rough handling by the carrier, report this immediately at the airport to the airline. They will give you a form (Property Irregularity Report – PIR) to register the damage. Keep it safe, it is needed to submit your claim to the airline.

You can find the exact warranty terms via: warranty request

Yes, after placing your order you first receive a confirmation email. As soon as your order has been shipped, we send you a second email with a track and trace code, so you can easily follow the delivery via the delivery service. Did you not receive a Track & Trace? Then track your order here

Please wait a little longer. It may be that your order is delivered in several parcels. Missing a part of your product? Then send an email to info@onyxjourney.nl. Our customer service will contact you as soon as possible. 💪

We ship within the Netherlands, to Belgium, Germany, Austria and Denmark, Norway, Sweden.

If you order before 22:00, your order is delivered the next working day within the Netherlands. Deliveries outside the Netherlands usually take 1 to 3 working days.

Shipping is free on orders from €50. For orders below this amount, standard shipping costs are calculated at checkout.

That is only possible if your order has not yet been processed. You can try
by sending an email to info@onyxjourney.nl as soon as possible. If the order is already being processed, you can no longer cancel it, but you can return it free of charge once you have received the parcel.

No, once the parcel has been handed over and you have received a track and trace, we can no longer change anything. You can do this yourself by logging in on the delivery service's website and contacting them.