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? That's also possible: info@dutchsuitcase.nl
Tip: you will find many answers in our Frequently Asked Questions above.
Contact page
99% of our customers find their answer here.
Track & Trace & Delivery
Order & Delivery time
Returns & Refunds
Damaged / Defective
Product information
Billing
Where is my order?
Check the current status via our Track & Trace page :
There you can see immediately:
- the last scan ,
- which carrier will deliver your package,
- a link to that carrier's official tracking page 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 — which will come 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 box
- View exact delivery location via our Track & Trace → official carrier page
- Wait 2–4 hours (premature scans do occur)
- Still nothing? Contact the carrier first (fastest way)
- Can't figure it out? Please contact us.
My package is delayed or stuck on one status.
This happens during busy periods/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?
- For shipping: please 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 range: 1-2 working days
Limited Release: 3–8 business days
👉 Want to check if your product is Limited Release?
This is always stated at the top of the product page.
I have not received an order confirmation.
- Check spam / junk mail
- Search for “Dutchsuitcase”
- Still nothing? Email address probably entered incorrectly.
👉 Contact us → we will resend the confirmation.
How do I report 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
- Costs: return label via us €6 per label
Didn't receive a label? → Send it yourself to the address in your return instructions.
When will I get my money back?
Returns will be processed within 7 business days of receipt.
Once approved, we will refund you 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 has been deformed by transportation.
Stand it upright or fill it temporarily with soft stuff → it will return to its original shape.
Will my laptop fit in your bags?
Global guidelines:
- Digital Nomad → up to 17.3"
- Elevate Rolltop → up to 15.6"
- Suitcases with front compartment → 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 Us
-
E-mail
info@dutchsuitcase.nl
We will respond within 48 hours.
Customer Service - Monday to Friday, 09:00–17:00. -
Business address
Dutchsuitcase
The New Heirs 3,
5431NV, Cuijk
The Netherlands
Chamber of Commerce number: 92367526 -
Social Media
Facebook: dutchsuitcase
Instagram:@dutchsuitcase