Frequently Asked Questions

Koora is dedicated to reducing environmental impact by incorporating sustainable practices at every stage of production. This includes sourcing materials with lower environmental footprints, such as recycled plastics, and implementing processes that conserve water and energy.

Koora integrates sustainability by using recycled and sustainable materials, optimizing manufacturing processes to minimize waste, and engaging in partnerships that promote environmental responsibility. We also focus on creating durable products to extend their life cycle and reduce landfill waste.

All Koora products are manufactured in facilities that adhere to strict environmental and ethical standards, primarily located in regions renowned for skilled craftsmanship and sustainable manufacturing practices.

Koora suitcases are crafted with precision and care using high-quality recycled materials. Each suitcase undergoes rigorous testing to ensure durability and functionality, from the recycled plastic components to the sturdy zippers and wheels.

Yes, our suitcases are designed to nest within each other seamlessly. This feature allows for efficient storage solutions, saving space in your home when the luggage is not in use.

Our suitcases range in weight depending on the model and size, typically from lightweight carry-ons at around 2.5 kg to larger checked baggage options weighing up to 5 kg, ensuring they are easy to handle yet durable for all travel needs.

Koora’s Carry-On luggage is designed to comply with the size restrictions of most major airlines. We recommend checking with your specific airline for any unique size guidelines to ensure compliance.

Choosing the best carry-on depends on your travel style and needs. Consider the length of your trip, the items you plan to pack, and specific airline requirements. Koora offers various sizes and features to cater to different travel demands.

If you are locked out of your luggage, refer to the manual provided for instructions on how to reset your lock. If further assistance is needed, contact our customer service team for support.

To set or reset the lock on your Koora suitcase, align the dials to the current combination, press the reset button with a pen or similar tool, enter your new combination, and then release the button. Instructions vary slightly by model, so refer to your specific product manual for detailed guidance.

Contact our customer service immediately if your order is lost or arrives damaged. We will investigate the issue, arrange for a replacement, or process a refund as needed to resolve the situation promptly.

Koora Carry-On models differ in features such as size, interior compartments, wheel style, and handle types. Some models may offer enhanced compartmentalization for organization or advanced wheel systems for smoother navigation.

Koora’s Checked Luggage is designed for longer trips requiring more packing capacity and often features tougher materials to withstand the rigors of checked baggage handling. Unlike carry-ons, these larger pieces offer expansive storage and sometimes additional features like built-in garment folders or suiter systems.

Koora’s smallest carry-on models are designed to fit under most airplane seats, making them ideal for travelers who prefer to keep their luggage accessible.

The Koora Carry On Max is designed to maximize packing space while still fitting within the size restrictions of many airlines. However, checking with your specific airline is recommended as size allowances can vary.

Consider the type and length of your trip, the amount of gear you need to pack, airline restrictions, and your personal travel comfort. Koora offers a range of sizes, ensuring that there is an option suited to every type of traveler.

Koora ships globally, with specific shipping options and costs available based on the destination. Check our shipping policy for details on available countries and regions.

Shipping costs depend on the destination and the size of the order. Detailed shipping costs can be calculated at checkout based on your specific location and selected products.

For international shipments, duties and taxes may apply depending on the destination country’s regulations. These are typically not included in the purchase price and may be due upon receipt of the goods.

Delivery times vary based on the shipping location and method chosen. Estimated delivery times will be provided at checkout, and tracking information will be available once the order has been dispatched.

Any additional fees, such as for expedited shipping or specific handling requirements, will be clearly stated during the checkout process.

International shipping times vary based on the destination and shipping service used. Typical transit times can range from 3-15 business days.

Yes, Koora offers expedited shipping options for customers who need their orders quickly. Details and costs can be found at checkout.

For security and to ensure the safe receipt of your order, a signature may be required upon delivery, depending on the shipping method selected.

We strive to ship items together; however, in cases where items are located in different warehouses or require different processing times, orders may be shipped separately. You will receive tracking information for each shipment.

Non-personalized items can be returned within a specified period if they are unused and in their original condition. Details of the return period and process can be found in our return policy.

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

Personalized items are generally not eligible for returns or exchanges due to their custom nature unless there is a defect or error in the personalization.

To initiate an online return, visit our returns center on our website where you can enter your order details and follow the instructions to ship the items back to us.

If you receive only part of your order, please contact customer service. If you need to cancel an order, you may do so from your account dashboard if the order has not yet been processed for shipping.

If you notice that not all items from your returned order have been processed, contact our customer support to resolve the issue and ensure all eligible items are refunded.

To file a warranty claim, please contact our customer service team through our website or at our dedicated support email. Provide a detailed description of the issue and proof of purchase. Our team will guide you through the process to assess the item and offer a repair, replacement, or refund as applicable.

Koora offers a comprehensive lifetime warranty on luggage, covering defects in materials and workmanship. We also offer a limited warranty on accessories, which covers manufacturing defects for a specific period from the purchase date as detailed in our warranty policy.

Yes, Koora honors warranty claims from our international customers. Products purchased in one country can be serviced in another, provided the claim complies with our warranty terms.

While we do not offer an outer-space specific warranty, our standard warranties cover a wide range of issues that could arise under normal use conditions on Earth.

No, our warranty does not cover normal wear and tear, such as scratches, scuffs, dents, fading, or other cosmetic damage that does not affect the product’s functionality. 

No, damages caused by airlines or other transportation carriers during transit are not covered under our warranty. We recommend filing a claim with the respective carrier for such issues. 

No, the warranty excludes damages resulting from misuse, mishandling, accidents, or improper care, such as exposure to extreme temperatures, harsh chemicals, or submerging leather components in water. 

No, any issues arising from unauthorized repairs, modifications, or alterations to the product are not covered under the warranty. Only repairs conducted by our authorized service providers are covered..

Damage to shock absorber components, including dislodged or exposed springs, caused by uneven falls, improper handling, or exceeding the design load capacity, is not covered under warranty. 

No, our warranty does not cover loss, theft, or misplacement of the product. 

No, the warranty does not extend to the loss or damage of items stored within the luggage. We recommend using additional travel insurance for such scenarios. 

Normal wear and tear refer to the natural deterioration of the product over time, such as minor scratches, scuffs, or fading, that occur with regular use and do not impact the product’s functionality.

No, damages resulting from overloading beyond the bag’s design load capacity, including impacts on the shock absorbers or wheels, are not covered under warranty.

To maintain warranty coverage, handle the product with care, avoid overloading, prevent exposure to harsh environments, and ensure repairs are conducted by authorized service providers.

You can check the status of your order by logging into your account on our website and visiting the ‘Orders’ section. You will also receive email updates as your order status changes.

Tipping delivery personnel is not required but is appreciated if you feel the service was exceptional.

If your order has not yet been shipped, you can update your delivery information from your account dashboard or contact customer service for assistance. Once an order has shipped, changes may not be possible.

Keep your luggage clean by wiping it with a damp cloth, avoid overexposure to direct sunlight, and store in a dry place. For deep cleans, use suitable fabric cleaners designed for the specific materials.

Scuffs can often be removed with mild soap and water or with cleaners designed for the luggage’s material. For persistent marks, specialized products or professional cleaning may be necessary.

The Everyday Tote and packing cells can be cleaned with a damp cloth. For thorough cleaning, use a mild detergent and warm water. Ensure everything is dry before reuse or storage.

Negative Nylon should be cleaned with a soft brush or cloth and mild soap. Avoid harsh chemicals as they can damage the fabric’s integrity and appearance.

Store Koora products in a cool, dry place out of direct sunlight. If storing luggage for long periods, keep it unzipped to allow air circulation and prevent odor build-up.

Spend & Save promotions offer discounts that increase with the amount spent. Details and terms of these promotions are available during promotional periods on our website and through our newsletters.

Koora accepts various payment methods including major credit cards, PayPal, and other digital payment platforms.

Order details can be found in your account under the ‘Orders’ section, where you can view past orders, track new ones, and manage returns and exchanges.

Changes to orders that have not yet been processed may be possible by contacting our customer service team directly.

We accept all major credit cards, PayPal, and other popular payment methods.

Yes, Koora offers gift cards available for purchase online. These can be used as a perfect gift for travelers who wish to choose their own gear.

The balance of a Koora gift card can be checked online through our website by entering the gift card’s unique code.

Gift wrapping is available for most products at a small additional cost, which can be selected during the checkout process.

Yes, gift receipts are available and can be requested during the checkout process to be included in your order.

If you encounter technical issues during checkout, please refresh your browser or try a different device. If problems persist, contact our customer support for assistance.

Our products are primarily made from recycled plastic bottles and automotive lights, promoting environmental sustainability and reducing waste.

Using recycled materials helps reduce landfill waste, conserves resources, and decreases energy consumption during the production process.

All recycled materials used in Koora products undergo rigorous testing to meet high standards for quality, durability, and safety to ensure they perform as well as, or better than, traditional materials.

Yes, customers are encouraged to return their end-of-life Koora luggage to us for recycling. We are committed to the responsible disposal of products to minimize environmental impact.

Recycled materials reduce the demand for new raw materials, lower energy consumption, and decrease greenhouse gas emissions, making them a preferable choice for sustainable manufacturing.

Koora stands out by using unique sources of recycled materials, such as automotive lights, that are less commonly used in the luggage industry, setting new standards for innovation and sustainability.

No, our recycled materials are processed to meet strict performance standards, ensuring they offer the same strength, durability, and usability as traditional luggage materials.

Koora products are certified by globally recognized environmental organizations that attest to their sustainability and reduced environmental impact.

For more detailed information on the impact of our use of recycled materials, please visit the sustainability section of our website or contact our customer service team for specific reports and data.

To use a TSA lock, set the combination to your preferred digits by following the instructions included with your luggage. Ensure the lock is set to the correct combination before closing and scrambling the numbers. TSA personnel can use a master key to open the lock if needed during security checks without damaging it.

To use a TSA lock on your Koora luggage, you first need to set a personal combination:
Locate the reset button or switch on the lock.
Push or slide the reset mechanism to the appropriate position (usually by using a pen tip or a small tool).
Set your desired 3-digit combination while the reset mechanism is in the correct position.
Return the reset mechanism to its original position.
Scramble the dials to lock. Your lock is now set, and TSA agents can open it with a master key if necessary during security checks without damaging the lock. Make sure to memorize your combination or keep it in a secure place.

If your TSA lock does not open with the set combination, double-check that you are entering it correctly and ensure all dials are properly aligned. If the issue persists, it may be necessary to reset the lock if possible or contact customer support for further assistance.

If your TSA lock isn’t opening, follow these steps:
Ensure you are entering the combination correctly. Double-check each digit as you enter it.
Make sure the dials are fully clicked into place at each digit of your combination.
If the lock still won’t open, try gently jiggling the shackle while entering the combination.
If you suspect the lock is jammed or faulty, contact customer service for assistance or consider visiting a locksmith who can help without damaging the lock.
In cases of a forgotten combination, you might need proof of purchase for security reasons when seeking professional help.

Yes, TSA locks can generally be reset by following these steps:
Open the lock using the current combination or default code, usually set to 000.
Look for a reset button or lever inside or near the shackle.
Press or slide the reset mechanism and hold it in place.
Enter your new combination.
Release the reset mechanism. Your new combination is now set. Be sure to test the new combination a few times before locking your luggage. Always reset your lock while it’s open to avoid locking yourself out.

TSA locks are designed for use in the USA to comply with Transportation Security Administration requirements, allowing agents to inspect luggage without damaging it. However, they can be used internationally as regular combination locks. They are recognized and respected by international airport security agencies, which may have similar arrangements to open TSA-approved locks without damaging them. Even if an agent outside the USA does not have a master key, your belongings will be secured by your personal combination.

If your TSA lock is damaged during a security check, particularly within the USA, you can:
Contact TSA directly through their website to report the damage. They handle claims for damaged property due to security screenings.
Keep any evidence of the damage, such as photographs or TSA notices received at the time of inspection.
Check if your airline or travel insurance covers such damages as part of their policy.
Replace the damaged lock with a new TSA-approved lock to ensure future compliance and security.

KOORA