I am looking for a specific item but cannot find it in your store.

We will be happy to make a non-binding inquiry to the manufacturer to find out if and when the desired product is available. We usually receive an answer from the manufacturer within 1-3 working days as to whether the desired item can currently be delivered. Items of this type usually have a longer delivery time, so please bear this in mind when ordering. Send us your non-binding article request to mail@koffer24.de and we will help you immediately.

I have questions about an item in your store.

Is information about an item missing or do you have questions about an item where information is not available in the store? Send us an e-mail with the item description (item number, etc.) to mail@koffer24.de and we will be happy to help you.

Why is the shipping time for the item so long?

You have chosen a product in our store that is marked with a shipping status of (-) working days (+ 1-2 working days delivery time)? This means that your item is ordered directly from the manufacturer for you. As soon as the item arrives in our warehouse, it will be shipped to you. Experience shows that the manufacturer delivers within the specified working days.

I would like to buy from you, but I live in Switzerland.

Unfortunately, we do not ship all items directly to Switzerland. You are welcome to use the meineinkauf.ch service for this. The shopping portal for Switzerland will help you with your order and take care of all the formalities for you. We will be happy to provide you with further information in pdf format. Write to us at mail@koffer24.de and we will be happy to send you the requested documents. Further information on the ordering process can be found right here: Shipping to Switzerland (koffer24.de)

If you have the item sent to a delivery address within the EU and import it into Switzerland yourself, you will pay VAT. Please use your home address within Switzerland as the billing address and have the invoice stamped by customs when importing into Switzerland. If you then send the original stamped invoice to our office in Augsburg, we will be happy to refund the VAT paid. Please send the invoice with the request for a VAT refund to the following address:

Koffer24 GmbH
Mauerberg 25
86152 Augsburg

I have ordered something, but it has not yet been dispatched.

You can find your shipping time plus the delivery time directly in our webshop under the item information. If this shipping time has been exceeded, please contact us directly at mail@koffer24.de. We will take care of the matter for you immediately.

Why is the shipping time for my order so long?

Have you chosen a product in our store that is marked with a shipping status of (-) working days (+ 1-2 working days delivery time)? This means that your item is ordered directly from the manufacturer for you. As soon as the item arrives in our warehouse, it will be shipped to you. Experience shows that the manufacturer delivers within the specified working days.
Unfortunately, due to the current global delivery situation, unforeseen delays can sometimes occur. We will inform you of any delays as soon as possible when we receive information from the manufacturer. We thank you for your patience and are of course available to answer your questions at any time at mail@koffer24.de.

I have ordered something, but there is an error in the order details.

If there is an error in your order (the address does not match, there is a typing error in the name, etc.), please contact us by e-mail at mail@koffer24.de stating your order number and the new data so that we can correct the data for you immediately.

I have a shipping confirmation, but my package has not arrived.

We are very sorry that you have not yet received your goods and will investigate the whereabouts of the shipment for you as soon as possible. Please send us your order number at mail@koffer24.de and we will take care of the matter immediately. It usually takes 2-4 working days to contact the shipping service provider, so please be patient. If the package arrives in the meantime, please send us a short message.

I have received an invoice, but no delivery information yet.

You will receive your invoice for your records by email as soon as your item has been processed in our warehouse. As soon as the item leaves our warehouse, you will receive a shipment confirmation with your shipment details in a separate email. This may take a little while, but you will usually receive this information the same evening.

I have received an invoice, but no payment information.

You will receive your invoice with all the necessary data in a separate email from Klarna. Please keep an eye out for it in your email inbox over the next few days. If you have still not received the invoice four days after receiving the goods, please contact Klarna directly at https://www.klarna.com/de/kundenservice/ . Our payment service provider will help you immediately.

I live in Germany and would like to return something.

All our items have a 30-day right of return, provided they are returned unused and in their original condition. Custom-made products are excluded from the right of return. Within the Federal Republic of Germany, we will bear the cost of returning the goods.
You will receive a link from us for a DHL return label. This link can also be used for multiple parcel returns. Simply fill in the corresponding order number and generate a new label for each parcel.

And this is how it works:
- pack the parcel properly
- enclose a copy of the invoice or delivery note
- Remove all old shipment labels from the parcel and stick the new label on the parcel.

You can now post the parcel at any post office/packing station or give it to your DHL driver.
Send the goods back to us or hand them over to us immediately and in any case within fourteen days at the latest from the day on which you inform us of the revocation of the contract. The deadline is met if you send the goods before the period of fourteen days has expired.
For the repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment.

I live outside Germany and would like to return something.

All our items have a 30-day right of return, provided they are returned unused and in their original condition. Custom-made products are excluded from the right of return. Returns outside Germany must be sent back to us carriage paid by the customer. Please send the item to be returned to the following address at your own expense:

Koffer24 GmbH
Am Friedrichsfeld 4
36272 Niederaula

And this is how it works:
- pack the parcel properly
- enclose a copy of the invoice or delivery note
- Remove all old shipping labels from the parcel and stick the new label on the parcel.
You can now post the parcel at any post office/packing station. Send the goods back to us or hand them over to us immediately and in any case within fourteen days at the latest from the day on which you inform us of the revocation of the contract. The deadline is met if you send the goods before the period of fourteen days has expired.
For the repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment.

I have sent my return, when will I receive feedback?

Our returns processing usually takes 3 to 5 working days after receipt of the return, so please be patient. As soon as we have completed the return, you will receive a confirmation by e-mail. The amount will be credited to the payment method used for the order upon receipt of the confirmation. If the processing time is exceeded, you are welcome to send us your return shipment number so that we can check the current status of your return. You can reach us at any time by e-mail at mail@koffer24.de and we will take care of your request immediately.

I bought a new case and can't get it open because it doesn't come with a key.

No key is required for a TSA combination lock; it can only be opened by the employees of the American security authority (Transportation Security Administration) with a special key, so that it cannot be opened by force during checks in the check-in area. The owner of the baggage can use the TSA combination lock simply by setting their own combination of numbers.
The same principle applies to all (TSA) combination locks for individual coding: open the piece of luggage with the previously valid combination (factory setting 0-0-0), move the coding element (pin, flap, toggle bolt, etc.), which is located on the lock (on the side, back, etc.), to a different position (slide, release, tilt, etc.) and turn the number wheels to the new, desired combination. Finally, be sure to return the coding element to its original position before locking the case.
With some locks for zipper sliders, the coding element can only be moved if the side unlocking elements on the front of the lock are pressed at the same time.

I have bought car cases, but something is missing.

The manufacturer of the car cases always packs its goods as environmentally friendly as possible. Your case set is nested inside each other. Please open the larger cases, the smaller bags are usually inside. However, if something is missing, please let us know as soon as possible so that we can inform the manufacturer. You can reach us at any time by stating your order number at mail@koffer24.de

My item is broken.

In the case of defective items, please contact us at mail@koffer24.de stating your order number and how the defect occurred. We also need photos of the damage to ensure a smooth complaint process. If the item needs to be sent in for repair, please note the processing times. The manufacturers make every effort to repair your item as quickly as possible. However, due to the current situation, it can sometimes take up to 8 weeks for the repair to be completed. We therefore ask for a little patience. As soon as we receive the current status of your complaint from the manufacturer, we will contact you immediately.

I need a spare part.

We will be happy to ask the manufacturer if a spare part is available. We will need your order number and, if possible, detailed photos of the part you require. Cases usually have serial numbers which are either engraved directly in the case or on a fabric label/sticker inside the case. Send us your details directly to mail@koffer24.de and we will forward your request. As soon as we receive the current status of your complaint from the manufacturer, we will contact you immediately.

My suitcase was damaged during the trip.

Damage caused by a transportation company is excluded from the manufacturer's warranty and can only be handled by the responsible airline or the transportation company you used. If your damage is due to transportation, please contact the airline or transport company immediately. To settle the claim, you will need your boarding pass/travel ticket and a damage report, which can be downloaded from the airlines' websites, for example. The transport company will settle the claim for you.

I have a claim for an item that I purchased from koffer24 before March 2021, how do I make a claim?

Unfortunately, Koffer24 Gmbh cannot provide you with any information for purchases made at Koffer24 before March 2021. We do not have any customer data available before this date. You are welcome to contact the former operator, Leder-Stoll OHG, directly at info@leder-stoll.de; they are responsible for all transactions up to and including 28.02.2021.
As Leder-Stoll OHG only has limited capacity due to the closure of the store, office and online shop, we kindly ask you to send proof of purchase directly with your request in the event of warranty claims within 24 months. Naturally, Leder-Stoll OHG will endeavor to help you as quickly as possible. However, it is not possible to obtain copies of invoices or process warranty claims after 24 months.
Of course, you can always contact the manufacturer directly if you have a complaint. Please always include your invoice as proof of purchase.

When to use leather care?

To remove scratches:

With everyday use, it is normal for superficial scratches to appear on the leather, giving your bag an individual look. These marks can usually be removed by hand or with a fine cloth. If there are deeper scratches in the leather, it is advisable to apply a color-neutral wax to this area to protect the leather from weather-related influences. The rubbed area will initially be slightly darker until the wax is completely absorbed.

For dry leather:

It is possible that your bag will develop a rougher surface over time and the leather will feel dry to the touch. For a more even texture and softer leather, you can treat the bag with a color-neutral wax or cream.

How to apply the leather care?

1. make sure the leather is clean, dry and dust-free

2. take a clean and lint-free cloth and dip it lightly into the wax.

3. test the effect of the wax on an inconspicuous area of your bag and wait an hour to make sure that the result is what you want.

4. apply the wax as evenly as possible in a circular motion, ideally working on the entire section of a pocket in one session.

5. after you have applied the wax, polish the surface again with a dry, soft cloth. Let the leather rest for a while before using the bag again. This allows the wax to soak in completely. If the leather is very dry, you can repeat the waxing process after the leather has dried completely after the first waxing.

6 How often you need to wax the bag depends on how often and how you use it. It also depends on the style in which you want to wear the bag. Wax can leave marks on clothing. If you use the bag every day, the wax should be treated approximately every 4-6 weeks.

Note: very deep scratches cannot be removed with wax alone. However, it is precisely such marks that give your bag its unique character.