That's annoying to hear! We're 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, the order can no longer be changed. You can return the order free of charge. Do you want to return a product? Then click here

Don't worry, this can happen sometimes! First, try all the combinations from 0-0-0 to 9-9-9. This will take about 15 minutes.

Please note: once you have set a new code, we will no longer be able to retrieve your personal combination.

Are you having trouble opening your suitcase even though you're sure you're using the correct combination? Please contact our customer service team at info@onyxjourney.nl . Depending on the problem, we'll be happy to help.

Yes, our 35L and 38L suitcases meet the hand luggage dimensions of the
most airlines.
We do recommend that you always check this with the company.
what you fly with, as rules may differ per airline or
could 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. Not happy? No problem, you can return your order within 14 days of receipt. After you register, you have another 14 days to return the product. Please make sure the product is unused, in its original condition, and in its original packaging. Once we receive your return, we will process your refund within two weeks.

Within 14 days of delivery, email returns@onyxjourney.nl with your order number in the subject line and the reason for your return. You'll receive a link to create your shipping label within 48 hours of receiving your email. From that point on, you have another 14 days to return the product.

To return an item, it must be undamaged, unused, and in its original packaging. If the packaging is missing, please send us photos or a video of the item first so we can assess its eligibility for return.

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

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

You may have additional rights under Dutch law. If you discover or should discover a defect in the product, you must contact us within a reasonable period of time. A reasonable period is at least two months.

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

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

The Hybrid Pro collection comes with a lifetime warranty . This means we guarantee the quality and durability of your suitcase for its entire lifespan. If something breaks due to a manufacturing or material defect during normal use, we'll replace the part or the entire product, depending on the nature of the problem, regardless of how long you've had the suitcase.

It can always happen that something does not go entirely as planned. We recommend that you first report complaints to us by sending an email to 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 . As of 15 February 2016, it is also possible for consumers in the EU to 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 processed elsewhere, you are free to file your complaint via the European Union platform.

Our cases are made of high-quality materials, but unfortunately it can happen that damage occurs, for example due to a fall. We are happy to help you with this. Click here for more information.

Go to the " Warranty Request " page, complete the registration form, and attach your proof of purchase. After submitting your request, you will receive an email confirmation 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 caused by an airline).

Please note: If your suitcase is damaged during travel due to rough handling by the carrier, report this immediately to the airline at the airport. They will give you a form (Property Irregularity Report – PIR) to record the damage. Keep this form in a safe place, as it will be necessary to submit your claim to the airline.

You can find the exact warranty conditions via: warranty request

Yes, after placing your order, you'll first receive a confirmation email. Once your order has been shipped, we'll send you a second email with a track and trace code, allowing you to easily track your delivery through the delivery service. Didn't receive a track and trace code? Track your order here.

Please wait a little longer. It is possible that your order will be delivered in multiple packages. Are you missing a part of your product? 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.

If you order before 10 PM , your order will be delivered the next business day in the Netherlands. Deliveries outside the Netherlands usually take 1 to 3 business days.

Shipping is free for orders over €50 . Standard shipping costs will be calculated at checkout for orders under this amount.

This 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've received the package.

No, once the package has been delivered and you've received a track and trace, we can't make any changes. You can do this yourself by logging in to the delivery service's website and contacting them.