FREQUENTLY ASKED QUESTIONS
Below you can find the answers to other frequently asked questions. For questions regarding our warranty, locks, spare parts, delivery, returns and exchanges, please kindly refer to our customer service page.
The products shown on our website only reflect the products which are directly sold by us to customers in Europe.
The products available in your region and the pricing may defer from those shown on our website. Additionally, some of our products are available exclusively at selected retailers and their online presence.
You can find the next Eminent retailer near you as well as other websites selling Eminent on this page.
Our website currently only allows to place orders with a delivery address in Europe.
If you are located in China please refer to our Chinese website under www.eminent.cn.
If you are located in Taiwan please refer to tw.eminent.com.
For other regions you can find retailers selling our products here.
We try our best to make all our products available at all times. If a model is in high demand it can happen that a product is marked as sold out on our website. You can rest assured that we are trying to make this product available to you again as soon as possible.
Depending on the model it can take a few weeks or even months until a specific color or size is back in stock. To save you from having to check our website frequently you can sign up on the product page to be alerted when the product is restocked.
For safety reasons there is no option to unlock the lock without knowing the combination or damaging the suitcase (even for us).
Our help page for lock instructions also features a description on how you should proceed if you have forgotten your combination under 'What should I do if I forgot my lock code?'.
We currently do not operate a customer service hotline. Many questions such as those regarding spare parts or repairs cannot be answered immediately on the phone as they might require images or further information such as order numbers.
On our website you have the option to fill out contact forms for various requests e.g. for repairs or cooperation requests. Filling out these contact forms help us to gather all information necessary to solve your problem and give you a reply as fast as possible.
We hope for your understanding that messages sent to our general contact email address in the imprint require manual processing and may lead to longer response times.
In Taiwan and Mainland China Eminent operates a large number of own stores.
In other regions you can find our products at specialized luggage retailers and on various other online platforms.
Please refer to this page to find a retailer near you.
As there are several thousand different spare parts for Eminent products available it is essential to first identify the spare parts required.
Afterwards, our repair service can assist you by sending you the necessary spare parts or by directing you to a repair center in your region. For further information regarding the repair process please refer to this page.
To ensure that your enquiry is reaching the correct person within our company and that we receive all necessary information you can refer to the contact form on the following pages:
After you have completed your purchase we will immediately start preparing your order. If you have placed your order in the morning (before 10 am) it is in many cases even prepared the same day.
Once your parcel(s) have been handed over to the courier service you will automatically receive a tracking link by email with which you can track your parcel(s). Additionally, you can use your email address or your order number to track your order on this page.
For further information on student discounts please refer to this page.
