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Top FAQs

What’s your return and exchange policy?

Transforming travel is our mission, and we stand by the quality and design of everything we make (just ask the millions of travelers who’ve already gotten Away). We want you to love everything about Away products, too—which is why we offer free returns and exchanges on unused items for the first 100 days.

 

We are only able to accept returns on unused items, so please gently test your products at home before traveling with them. Here’s how:

  • Take your suitcase for a spin indoors, preferably on carpet, to test out our 360-degree, buttery smooth wheels.
  • Try out your suitcase’s interior compression system by packing in as many outfits as you can. (Our comparison page can help you decide which suitcase size is right for you.)
  • Keep your suitcase’s lock set to 0-0-0 until you’re sure you want to keep it. 
  • Keep your original packaging—you’ll need it if you want to return your order.
  • If everything is to your liking, it’s time to make things official! You’re ready to get Away.

To proceed with a return, download a prepaid shipping label here. If you'd like to make an exchange or return a store purchase, simply fill out this form and one of our team members will be in touch. If you’re returning your order from the US, Canada, or the UK, we’ll send you a prepaid return label. Please note that original shipping fees are non-refundable.

 

All final sale items are yours to keep, including the Face Mask and Replacement Filters. Check out our final sale T&Cs for more details.

 

All personalized items (including luggage tags) are made to order, so they can’t be returned or exchanged.

How long does it take to personalize my order?

Because every item is personalized just for you, these pieces typically take 1 - 2 weeks to complete before they hit the road. Please keep in mind that selecting a faster shipping option will not impact the processing time of your order.
 

Please note that foil stamping will not add any processing time to your order.

My referral link is not working, what do I do?

How odd! We’re so sorry for any trouble with the Refer-A-Friend program. The discount should show up at checkout once you’ve entered your email address and continue onto the shipping details. Please note that the referral discount is only valid on the purchase of suitcases and bags. (See full program terms for purchase minimums.) And don’t forget that, because of currency limitations, our Refer-A-Friend program is only eligible when the referral and qualified referral purchase both occur on the same country site. Currently our Refer-a-Friend program is available to customers based in the U.S., UK and Canada.

 

If you still need assistance with your referral link please visit awaytravel.com/legal/referral-terms to view our full program terms and conditions or fill out the form on our contact page with the referral link, and the name and email address of the person who referred you so we can look into it.

Do you offer returns and repairs in-store?

Yes! We accept standard returns and offer repairs at our retail locations. You can also start an online return or repair request by contacting our customer experience team at our contact page. Our stores are not able to process warranty replacement orders.

Where are your stores located?

You can buy Away products online at awaytravel.com or IRL at one of our retail stores in the US, Toronto, or London— find your nearest location here!

When will I receive my order?

All orders have a 1 to 3 business day processing time at our warehouse before they hit the road. Once your order leaves our warehouse, how long it takes to deliver depends on your shipping method selected at checkout. If you choose our UPS Ground shipping option, your order will arrive within 2-4 business days, depending on your location. You'll be charged for items in your order once they ship.

 

Our warehouse team takes a much-deserved break on weekends and federal holidays, so orders placed on those days will be shipped the following business day.

What payment methods do you accept?

We accept the following payment methods:

 

Away Gift Card

American Express

Apple Pay

Diners

Discover

Google Pay

Interac

JCB

Mastercard

PayPal

Union Pay

Visa

 

Our retail locations accept the same forms of payment as well as cash. Klarna is available at checkout for online purchases. We currently do not accept prepaid gift cards and we're unable to split payment between multiple payment methods. 

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