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Frequently Asked Questions

The delivery times for an order are within 5 - 7 working days from the date that the order is dispatched from the distribution centre.  We do strive to deliver as soon as possible.

Once the order has been dispatched you will receive a tracking number for your parcel.

The parcel can be traced with Night Wing couriers or telephone number 0860 268 7437.

  • Please send an email to contactus@celliniluggage.co.za with an exchange request.

  • Include the collection address and we will arrange to have the parcel collected as soon as possible.
  • Please pack the product in its original packaging or another packaging for protection during transit.

  • Once the parcel arrives at our warehouse, the product/s will be inspected before the exchange can be authorised. This process takes between 3 - 5 working days (longer during high-volume periods)
  • Should the exchange item cost more than the original item ordered, we will advise you on how to pay the outstanding amount.

  • Should the exchange item cost less, you will be required to include your banking details in the exchange request email, for the credit.
  • Please send an email to contactus@celliniluggage.co.za with a refund request.

  • Include your banking details for credit card payments or your ID number for eBucks payments, along with the collection address and we will arrange to have the parcel collected.
     
  • Please pack the product/s in the original packaging or another packaging for protection during transit.

  • Once the parcel arrives at our warehouse, the product/s will be inspected before the refund can be authorised. This process takes between 3 - 5 working days (longer during high-volume periods)

All locks are set to a default code of 0-0-0. Should this combination fail, please take your bag to a Cellini store to have the lock reset.

Padlock;

  • The default passcode for your new lock is 0-0-0.
  • Open the lock with the factory set or previously set combination and pull up the shackle to open (a).
  • Rotate the shackle 90° counter-clockwise and press the shackle all the way down (b). Hold down and continue to turn another 90˚ counter-clockwise (c).
  • Set your own combination by turning dials (c).
  • Pull up the shackle then turn back as normal. The setting is now complete.
Please ensure you remember your personal combination or write it down in a safe place so that you can go back to it if you forget it.


Padlock with reset button;


  • The default passcode for your new lock is 0-0-0.
  • Press down the reset button with a pen (a). Hold it in until you finish the next step. (You don’t need to open this lock to reset)
  • Set your own combination by turning dials (b).
  • Release the reset button (a). The setting is now complete.
Please ensure you remember your personal combination or write it down in a safe place so that you can go back to it if you forget it.

 

Luggage Lock

  • The default passcode for your luggage lock is 0-0-0.
  • Open the lock with the factory set or previously set combination
  • Press down the little reset button with a pen (a). This is usually found near the dials (b) or side of the lock
  • Remove the pen. The button will remain in this position until the process is complete.
  • Set your own combination by turning the dials (b).
  • Slide/ push the TSA release button across (c) and the reset button will go back to its original position.
  • The setting is now complete.
Please ensure you remember your personal combination or write it down in a safe place so that you can go back to it if you forget it.
 
 

Clasp Luggage Lock


  • The default passcode for your luggage lock is 0-0-0.
  • Open the lock with the factory set or previously set combination.
    Find the reset button at the back of the lock and push it from the OFF position to the SET position (b).
  • Set your own combination by turning the dials (c) until your selected combination is displayed in the display window (d).
  • Push back the reset button to the OFF position (b).
  • The setting is now complete.

Please ensure you remember your personal combination or write it down in a safe place so that you can go back to it if you forget it.

Living in/visiting South Africa;

  • Please take your case or lock to the nearest Cellini store.
  • The store will assist in having the lock reset for you.
  • To find a store near you please click here www.celliniluggage.com/storelocator

 

Living/ visiting internationally;

  • To access your luggage in an emergency situation, the easiest way to open your bag without damaging it would be removing the zip puller from the zip slider by using a flat screwdriver or a butter knife.
  • A padlock can be used to secure your luggage if the pullers contain a lock ring.
  • Please note that Cellini does not have stores or dealers beyond South Africa to assist with the reset/ repair of your case. A specialist luggage store in your area may be able to assist you.

Living in/visiting South Africa;

  • Please take your case to any Cellini store or dealer. 
  • The store will be able to assist you in arranging for your bag to be sent to the repair centre for assessment and/or repair.
  • To find a store near you please click here www.celliniluggage.com/storelocator

 

Living/ visiting internationally;

  • Please note that Cellini does not have stores or dealers beyond South Africa to assist with the reset/ repair of your case. A specialist luggage store in your area may be able to assist you.
  • Please send an email to contactus@celliniluggage.co.za for assistance with regards to spare parts.

Living in/visiting South Africa;

  • You can place an order for spare parts at any Cellini Store.
  • Please be sure to have a full image of your bag and of the spare part you need.

 

Living/ visiting internationally;

  • Please send an email to contactus@celliniluggage.co.za requesting spare parts.
  • Please include a full image of your bag and the spare part you need.

Unfortunately, this option is not available for online purchases.