Our products are designed with durability in mind, with each piece exuding a unique, timeless aesthetic and built for enduring utility.

LOJEL warranties are integral to this commitment, providing active support beyond purchase and enabling the use of your product well into the future.

 

Register your LOJEL

Register to enjoy the full benefits of your LOJEL.

Our warranty applies whether you register your LOJEL or not but registering gives you the best peace of mind as you will no longer need to retain a physical copy of your proof of purchase, and we can ensure that we have the absolute correct information in case of repair.

 

WHY REGISTER?


ONLINE WARRANTY
We know any time is a long time to hold onto a receipt, especially when you’re busy living life, so we keep an electronic record of your purchase on file for your peace of mind.


CONFIRMED OWNERSHIP
Those who register become official owners of their LOJEL product. If your LOJEL product was ever lost or stolen, your Unique Serial ID + registration becomes an easy way for us to help get it back to you.


FASTER SUPPORT
Our registration system is integrated with our help desk. Those who register can skip filling in the small details when filing a warranty claim.


GLOBAL NETWORK
The relationships we’ve built around the world allow us to ensure a resolution is always within arm’s reach, wherever the world finds you.


EXCLUSIVE ACCESS
Those who register also enjoy early access to Exclusive Content including Care & Repair videos for your product and Seasonal Offers for LOJEL owners, plus Travel Tips and Stories curated by LOJEL.

 

HOW TO REGISTER?

Just click on the “REGISTER NOW” button below to fill out the registration form and include your Unique Serial ID and an attachment of your receipt, invoice, or digital order confirmation. Then, enjoy the benefits.

 
Register Now

 
 

 

PRODUCT COVERAGE

🧳 LUGGAGE / TEN-YEAR LIMITED WARRANTY

⚠️🚨 FOR DAMAGE THAT OCCURRED DURING TRANSPORT ✈️🚄🚢🚌:
Contact the airline or travel provider as soon as you arrive at your destination. DO NOT LEAVE THE ARRIVAL/BAGGAGE CLAIM AREA UNTIL THE MATTER IS ADDRESSED.

Airlines are responsible for damage to your luggage, but many have a limited 24-hour claim window. Taking action while you’re still at the airport gives you the best chance of having your damage claim resolved.

 

FLAWLESS SERVICE

1️⃣🥇 First Year of Ownership: No Questions Asked

If you discover any defects or damage within your first year of ownership, report it to us straight away and we will repair it. If it’s not repairable then we will replace no questions asked. This includes significant wear and tear*, accidental damage and damages that airlines / train companies don’t take responsibility for.

Click here to make a repair request →

  • If we need a technician to repair your luggage, all you have to do is get the product to the closest repair center and we’ll cover shipping it back to you.

  • If there is no repair center at your location, we will ship the parts and instructions for self-repair. Alternatively we may appoint a third-party repair center depending on the nature of the repair.

  • Please note that our global support service outside of your country of purchase may be subject to the processing/handling fees of the region where you are traveling, but you will not be charged for the spare parts.

  • * “Wear and tear” pertains to the progressive degradation of surface materials, where extended usage leads to a loss of operability in a given component. Note that this would exclude minor cosmetic damage such as scratches, scuffs, or superficial abrasions that do not diminish an item’s functionality.

 
2️⃣👉🔟 Years 2 to 10: Seamless Repair and Upkeep

Years 2 through 10 of ownership we will repair or replace cases which display manufacturing defects. Manufacturing defects are defined as failures occurring through normal use.

The following would not be considered a manufacturing defect:

• Cosmetic Damage (Scratch, Dent, Scuff, Stain, Discoloration)
• Use of extreme force or speed
• Overpacking
• The use of inappropriate cleaning products
• Exposure to extreme temperatures, acids, solvents, moisture or sunlight
• Fabric abrasion
• Rips, tears, or cuts
• Melted zippers or fabric

We will replace or repair, where possible, parts which have deteriorated due to normal wear and tear.

  • After 2-10 years of use, some wear and tear may be present (worn wheels and zipper heads for example).

  • We will replace worn out parts at one of our repair centers, or if there is no repair center at your location, we will ship you the parts and instructions for self-repair.

  • We do not charge for spare parts, you only need to cover the cost of shipping and a processing fee equivalent to 10 USD if it goes through a repair center.

  • For years two through ten we will not replace any cases which are damaged beyond repair as a result of accidental damage, cosmetic damage or airline mishandling. Only inherent manufacturing defects will be eligible for a replacement.

Click here to make a repair request →

 
🔟👉⏭️ Post 10 Years of Usage

Our warranty covers manufacturing defects up to 10 years of ownership. After this time, we help extend the life of your suitcase where possible.

  • If you are still using your LOJEL after 10 years, then we are thrilled that you have been able to enjoy the product for this long.

  • We are dedicated to conscious consumption, and we build our products to last, but at the same time we are always upgrading and improving our products, so after 10 years we cannot guarantee parts will be available for your model.

  • If we do have the parts and your case is repairable, we will charge a one-off fee of 10 USD plus shipping & repair costs.

  • If repair is not possible then we can advise on how to responsibly dispose of the old luggage and we hope that we can entice you to continue your journey with us.

Click here to make a repair request →

 

CIRCUMSTANCES TO CONSIDER

Your luggage warranty does not apply in the following situations:

• If your proof of purchase is lost, defaced, or illegible, and/or you did not register the Unique Serial ID of your product on our website.
• If the purchase was made through an unauthorized reseller; if the product was imported without permission (i.e. parallel imports); if the product was sold as used, reconditioned, returned, or refurbished.
• If any unauthorized modifications or repairs have been made.

In cases where the warranty doesn’t apply, we’ll provide an estimate for any repairs, assistance with 3rd party claim filing, or help locate repair centers as necessary so you can get back to traveling.

This limited warranty applies only to the individual who originally purchased it or that purchaser’s gift recipient and is only applicable for collections released to the global market.

 

🎒 BAGS

LOJEL bags are guaranteed to be free of manufacturing defects in materials and workmanship between 1 to 5 years from the date of purchase.

Eblo Bags (Backpack & Sling Pouch): 5 Years

All Eblo accessories, including the Interchangeable Straps and Poncho, are also guaranteed to be free of manufacturing defects in materials and workmanship for 1 year from the date of purchase.

Urbo Bags (any version/model): 2 Years

Slash Bags (Travel/Daypack & the Hip/Shoulder Bag): 1 Year

Niru Bags (Daypack, Daypack Mini, 3-Way Tote & City Sling): 2 Years

Situations where the bag warranty doesn’t apply:

• If the receipt, invoice, or digital order confirmation is lost, defaced, or illegible
• If unauthorized modifications and repairs have been made
• If the product has been used in conditions outside of its intended purpose

The warranty does not cover damage from:

• Improper care or misuse
• Excessive sun exposure
• The use of inappropriate cleaning products
• Normal wear and tear:
– Exposure to extreme temperatures, acids, solvents, or moisture
– Fabric abrasion
– Rips, tears, or cuts
– Melted zippers or fabric
– Stains (grease, oil, dirt, ink, etc.)

 

🔧 ACCESSORIES

LOJEL accessories are guaranteed to be free of manufacturing defects in materials and workmanship for 1 year from the date of purchase.

PRODUCT EXCEPTIONS

• Copper Mask (2 Pack) is not covered under the 1-year accessories warranty due to sanitary reasons.
• Global Travel Adapter comes with an 18-month manufacturer’s warranty via Zendure.

Situations where the accessories warranty doesn’t apply:

• If the receipt, invoice, or digital order confirmation is lost, defaced, or illegible
• If unauthorized modifications and repairs have been made
• If the product has been used in conditions outside of its intended purpose

The warranty does not cover damage from:

• Improper care or misuse
• Excessive sun exposure
• The use of inappropriate cleaning products
• Normal wear and tear:
– Exposure to extreme temperatures, acids, solvents, or moisture
– Fabric abrasion
– Rips, tears, or cuts
– Melted zippers or fabric
– Stains (grease, oil, dirt, ink, etc.)

 
 

 

If you need more information and assistance regarding warranties, don’t hesitate to contact us.

⚠️🚨 Please refer to this page for the most up-to-date and detailed information. We reserve the right to interpret the warranty terms at our discretion and that terms may be subject to change without notice.

Last updated May 4, 2023