Returns and exchanges

We offer free returns and exchanges on unused items for the first 100 days

Online return or exchange

We want you to love everything about Away products. Please select from the options.

RETURN AN ONLINE PURCHASE

Have your order number ready

START RETURN

RETURN AN in-store Purchase online

Have your receipt ready

START RETURN

Start an Exchange online

Have your order number ready

START EXCHANGE

In-store return or exchange

We also accept returns and exchanges in any of our retail stores. Please note we are not able to process warranty replacement orders in store.

RETURN IN-STORE

Prefer to return in person? We have over 16 stores.

FIND A STORE

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. 
  • 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 or exchange, download a prepaid shipping label here. 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 do I make a return?

Download a prepaid shipping label here or head to our contact page and fill out the form, and we’ll get back to you with the next steps. Please note that original shipping fees are non-refundable. Additionally, it may take up to two weeks for us to issue your refund.

Can I return or exchange my personalized items?

Personalized items are made to order and cannot be exchanged or returned, but our product warranties still apply. Personalization is only available on new items.

Can I return my gift card?

You cannot return a gift card. All gift cards are final sale

What's your return and exchange policy for a corporate order?

We do not accept returns or exchanges of items that were purchased as a corporate gift. However, our suitcases are guaranteed by a limited lifetime warranty that covers any damage to the shell, wheels, handles, zippers, or anything else that functionally impairs the luggage. If anything breaks, we’ll fix or replace it for you. Our bags and accessories are all protected by a limited one-year warranty, which means that if you have any issues during your first year on the road together, we’ll fix or replace it. Read more about our warranty here.

Can I return or exchange an order purchased with Shop Pay?

You can return all items purchased with Shop Pay online so long as they are otherwise eligible for return. If you wish to exchange a product, kindly make a new order and return the original one via our online return process to receive a refund.

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.

ALL FAQS

Still have questions?

You can reach out to us through chat or email. 

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EMAIL US

We typically respond within 1-2 days