We will respond within 48 hours.
Our customer service is available from Monday to Friday, 09:00–17:00.
Ask your question using the form below. Prefer to email? You can: info@dutchsuitcase.nl
Tip: many answers can already be found in our Frequently Asked Questions above.
Contact page
99% of our customers find the answer here.
Track & Trace & Delivery
Order & Delivery
Returns & Refunds
Damaged / Defective
Product Information
Invoicing
Where is my order?
Check the current status via our Track & Trace page:
There you will immediately see:
- the latest scan,
- which carrier is delivering your parcel,
- a link to the official tracking page of that carrier for more information.
My tracking is not working / remains blank.
Normal.
The first scan usually appears within 24–48 hours after the tracking is created.
What you can do now:
- Open our Track & Trace page
- Click through to the official carrier page
- Wait for the first scan — it will appear as soon as the depot scans the package
Tracking says 'delivered', but I haven't received anything.
Can be caused by early scans or delivery to neighbors.
Solution:
- Check neighbors / mailbox / parcel locker
- View the exact delivery location via our Track & Trace → official carrier page
- Wait 2–4 hours (early scans can occur)
- Still nothing? First contact the carrier (fastest way)
- Can't figure it out? Then contact us
My package is delayed or stuck on one status.
This happens during peak times / at sorting centers.
Solution:
- Open our Track & Trace page
- Click through to the carrier
- Use their live chat — they see more than we do
- If it is not resolved → contact us with your order number
Can I still change my address?
-
Before shipping: contact us directly
-
After shipping: changes can only be made through the carrier (if they offer this)
👉 See delivery options via the link to the carrier on our Track & Trace page.
What is the delivery time? - tab
Standard assortment: 1-2 business days
Limited Release: 3–8 business days
👉 Do you want to check if your product is a Limited Release?
It is always stated at the top of the product page.
I haven't received an order confirmation.
- Check spam / junk mail
- Search for “Dutchsuitcase”
- Still nothing? Email address probably filled in incorrectly
👉 Contact us → we will resend the confirmation.
How do I request a return?
Via our Returns Portal:
➡️ enter order number + email → select product → submit request.
How does the return label work and what are the costs?
- In many cases, you will receive a return label
- Cost: return label via us €6 per label
- Haven't received a label? → send it yourself to the address in your return instructions
When will I get my money back?
Returns are processed within 7 business days of receipt.
Upon approval, we will issue a refund within 7 business days via your original payment method.
You will receive a confirmation once the refund has been processed.
My product was delivered damaged.
Via our Returns Portal:
➡️ enter order number + email → select product → submit request with photos of damage (overview + close-up).
My bag is misshapen from transport.
Stand it upright or temporarily fill it with soft items → it will naturally regain its shape.
Will my laptop fit in your bags?
General guidelines:
- DS Explorer → up to 17.3"
- DS Elevate Rolltop → up to 15.6"
- Cases with front pocket → 14–15"
Always check the product page for exact measurements.
Do your bags or suitcases have a built-in power bank?
No.
You use your own power bank via the USB port.
Can I get an invoice with VAT?
Yes → send us your order number + company name + VAT number.
Contact
-
Email
info@dutchsuitcase.nl
We will respond within 48 hours.
Customer service - Monday to Friday, 09:00–17:00. -
Registered address
Dutchsuitcase
De Nieuwe Erven 3,
5431NV, Cuijk
Netherlands
Chamber of Commerce number: 92367526 -
Social Media
Facebook: dutchsuitcase
Instagram: @dutchsuitcase