FAQs

Frequently Asked Questions

Product Care

HOW TO CARE FOR YOUR HARDSIDED LUGGAGE?

Briggs & Riley hardsided luggage is made from 100% virgin polycarbonate. Due to the nature of all polycarbonate cases, the bags will naturally receive surface scratches and scuffs during use. These marks are cosmetic and do not impede the functional aspects of the bag. Use these tips to keep your hardsided luggage in good condition.

    STORAGE AND USE?

  • When your hardsided luggage is not in use we suggest you store it in the soft fabric bag provided.
  • Be sure to pack your bag properly. Most repairs on polycarbonate cases are due to bags being over-packed or way under-packed.
  • Don’t sit on your hardsided luggage while waiting in line. Hardsided cases are not designed to be a seat.

CLEANING AND CARE?

The polycarbonate exterior can be cleaned with a solution of mild soap and warm water, applied with a soft cloth or wash cloth.

FOR MILD SURFACE MARKS?

Some mild surface marks can be buffed out by using a car wax or car polish.

FOR SCUFF MARKS?

We recommend using car polish. Avoid chemical cleaners, as they will damage the clear-coat finish and leave a sticky residue. Apply the car polish to a soft cloth and gently rub the scuff mark. Remember to treat the scuffed area only, not the entire bag.

FOR THE INTERIOR?

Stuff happens. If you had a major spill of shampoo, conditioner, body lotion, etc., suck it up with a wet/dry vac. You may have to blot the spill with a bit of water to loosen residue as you vacuum. Repeat as needed to remove as much of the spillage as possible. Proactive tip: Next time, pack all liquids and spray cans/bottles in plastic zip-close bags.

HOW TO DISINFECT HANDLES AND BOTTOMS?

Wipe handles with a damp microfibre cloth, a disinfecting wipe or an all-purpose cleaner. If there are wheels, wipe them off, too. For bags without wheels, take care to wipe the bottom of the bag. It often ends up sitting directly on floors and picking up all sorts of germs.

HOW TO CARE FOR YOUR FABRIC LUGGAGE?

Ballistic nylon and nylon bags which are dirty and/or dusty can easily be cleaned with a soft, damp cloth. For stains we recommend using a mild laundry detergent and warm water. Adhesive lint brush rollers work well to remove lint, fuzz balls and dust as well.

HOW TO CLEAN MOULDED PLASTIC, HARD-SIDED OR SOFT VINYL?

Remove spots using a microfiber cloth and mild soap and water or, for stubborn stains, use a solution of all-purpose non-abrasive cleaner and water, mixed according to product directions. Rinse and dry. To add a layer of protection, apply a coat of silicone-based car wax to hard-sided luggage or a coat of Armor All to soft vinyl or molded plastic. As always, check luggage manufacturer’s care guide for specific recommendations.

HOW SHOULD I CLEAN AND CARE FOR MY LEATHER BAGS?

For leather bags we recommend using leather conditioner to clean, protect, and polish the bag. You should never use any products containing bleach to clean your bag.

Product Troubleshooting

HOW TO SET YOUR PERSONAL COMBINATION DIAL ON YOUR SYMPATICO™ SPINNER?

All Sympatico Spinners come preset with the lock combination 0-0-0 on the Control Panel™. The zippers need to be unlocked to set the combination dial. To set your combination:

Step 1: To unlock the zippers, make sure the combination reads “0-0-0,” then push the TSA access slider in the direction of the arrow. Both zipper pulls will pop open.

Step 2: Using a pen, slide the switch (located to right of the combination dial) in the direction of the arrow and hold it in place.

Step 3: While holding the switch, turn the combination dials to the numbers of your choice, then release the switch. Your personal combination is now set.

HOW TO SET YOUR PERSONAL COMBINATION DIAL ON YOUR TORQ™ SPINNERS?

All Torq Spinners come preset with the lock combination 0-0-0 on the Control Panel™. The zippers need to be unlocked to set the combination dial. To set your combination:

Carry-on Styles:

Step 1: Make sure your bag is unlocked and the combination sliders are set to 0-0-0

Step 2: Using a pen, push the small sliding button to the leftuntil it clicks into place. You may have to apply some force

Step 3: Set the number dials to new desired combination

Step 4:Using a pen, push the small sliding button back to the rightuntil it clicks into place

Watch the instructional video here

Checkable Styles:

Step 1:Make sure your bag is unlocked and the combination sliders are set to 0-0-0

Step 2: Using a pen, push and hold the small sliding button to the left

Step 3: While holding the sliding button to the left, set the dials to your new combination

Watch the instructional video here

HOW TO SET YOUR TSA COMBINATION LOCK (STYLES ACC-W14, ACC-W15)

Step 1. Set dials to factory preset combination: 0-0-0.

Step 2.  Open the lock by pressing down on the rubber button on the side of the lock. The cable tip will be released.

Step 3.  With a pen, push the button located on the bottom of the lock. Hold it until completing the next step.

Step 4.  Set all three dials to your desired personal combination. Be sure to write down your combination for reference once set.

Step 5.  Release the bottom button and insert the cable tip into the hole.

This cable lock may be opened by Transportation Security Administration (TSA) agents utilising a secured access device, independent from your personal combination.

WHAT MAKES A LAPTOP BAG OR SLEEVE CHECKPOINT FRIENDLY?

A laptop bag or laptop sleeve meets checkpoint friendly guidelines if the bag or sleeve provides a clear X-ray image of the laptop computer. In practice, this means that the X-ray image must be clear, without obstruction, from content like power cords or from the bag itself. The Transportation Security Administration (TSA) itself does not designate bags or sleeves as checkpoint friendly, and they reserve the right to request the laptop be removed from any bag at any point in time.

WHAT MAKES A LAPTOP BAG OR SLEEVE CHECKPOINT FRIENDLY?

Travel Sentry® is a leading independent testing and standards organisation. The Travel Sentry® Red Diamond mark indicates that the SpeedThru™ laptop sleeve has undergone rigorous testing by Travel Sentry, and is Travel Sentry® approved as checkpoint friendly.

Briggs & Riley’s SpeedThru™ laptop sleeves are the first-ever Travel Sentry® Approved checkpoint friendly laptop sleeves. Used as directed, your laptop can remain in its sleeve during screening. However, screening officers, at their discretion, may request that your laptop be removed for inspection.

HOW DO I KNOW IF MY BAG IS CONSIDERED A CARRY-ON BAG?

Briggs & Riley takes special care to meet industry standards when making our products, such as adhering to linear totals and constructing the lightest bags possible. However, each airline has different requirements for what is considered a carry-on, and they reserve the right to modify their policies without notice. Briggs & Riley is not responsible if an airline does not accept your case as a carry-on. Additionally, air travellers should never assume that the aircraft they are flying on for a given flight will have sufficient storage onboard to accommodate all the carry-on bags passengers may want to take onboard. The rules for carry-ons are at the discretion of each airline and every gate crew. We continue to strongly recommend that passengers check with their respective airline to confirm that their case meets that airline’s carry-on regulations.

Ordering

WHERE CAN I PURCHASE BRIGGS & RILEY PRODUCTS WITHIN THE UK?

You can purchase Briggs & Riley products on our website for UK Orders. Simply click 'add to cart' on any product detail page you are viewing. Our products are also available at Independent luggage and select department stores.

If you can’t find what you are looking for, please contact our customer care representatives at 01491 642 333 or via email at uksales@briggs-riley.com.

Due to our automated ordering and shipping processes, online transactions cannot be cancelled.

WHERE CAN I PURCHASE BRIGGS & RILEY PRODUCTS INTERNATIONALLY?

Please visit our 'Find a Retailer' section on the website to find retailers globally.

For European customers with sales inquiries or questions, please contact our United Kingdom office at +44 (0) 1491 642 333 or via email at uksales@briggs-riley.com.

HOW CAN I PURCHASE LIMITED EDITION COLLECTIONS?

Briggs & Riley will occasionally offer special limited edition collections. As with all Briggs & Riley collections, these items are covered under our Simple As That® Guarantee. These exclusive collections are offered in limited quantities only, and will be unavailable for purchase once inventory levels are depleted.

HOW CAN I GET A PRODUCT MONOGRAMMED?

Complementary monogramming is offered on select @work, Torq, ZDX, Rhapsody and Delve items ordered on briggs-riley.co.uk. Please allow 1-2 business days for production. Please note that personalised items CANNOT be returned or exchanged.If you require monogramming for an item not ordered on our website, you can email uksales@briggs-riley.com to arrange for your bag to be monogrammed.

DOES BRIGGS & RILEY OFFER PRICING PROTECTION?

Briggs & Riley’s pricing policy for sale items is as follows: promotions are effective only within the dates specified. Price adjustments will not be made for purchases made prior to promotional events, nor will special pricing be offered after the event has ended. Briggs & Riley reserves the right to change pricing without notice at any time.

If you have any questions, please contact our customer care representatives at uksales@briggs-riley.com 

Shipping

UK SHIPPING POLICY?

SHIPPING INFORMATION

Briggs & Riley uses DPD for UK deliveries. We offer Free Next Business Day Shipping on all UK orders £60.00 and over placed before 1.30pm. A delivery charge of £6.00 will be added for orders under £60.00. Saturday deliveries are possible but will incur a further charge. DPD will provide a text message on the day of a delivery with a 2 hour delivery window. Please allow 1 additional day for orders with monogramming.

ORDER CONFIRMATION

After you complete your online order, you will receive an email confirmation within 24 hours. This confirmation contains the details of your order and includes an order number. If you have any questions about your order, please contact our customer care representatives at 01491 642 333 or via email at uksales@briggs-riley.com and have your order number ready.

ORDER SHIPMENT

You will receive a follow-up email notifying you that your order has shipped, which contains the DPD tracking number for your purchase. If you have any questions about your order, please contact our customer care representatives at 01491 642 333 or via email at uksales@briggs-riley.com.

INTERNATIONAL SHIPPING POLICY?

Briggs-Riley.co.uk currently only offers shipping to customers in the UK. For customers outside of the UK, you can order through the US website - Briggs-Riley.com.

On the US website we can now ship to over 200 countries. We have partnered with Bongo International to service our international customers. Bongo International is responsible for all billing, shipping, delivery, and customer service inquiries related to your international order. Here’s how to place an International Order:

  • Select your items and add them to your shopping cart
  • In the shopping cart, select “International Shipping” to receive a pop-up message notifying you that your current cart will transfer to Bongo International for checkout. When you choose continue, you will be redirected to Bongo International’s shopping cart to complete your order.
  • Upon completion of your order, Bongo International will charge your credit card for the entire purchase, which includes all related taxes, tariff, duties, conversion fees, handling fees, etc. if applicable. Briggs and Riley is not responsible for delivery or payment of any related taxes, tariff, duties, handling fees etc

    Please Note: Countries that do not accept pre-payment of duties/taxes may require them to be paid to courier upon delivery. Additional custom release procedures may be required.

    For more information about a specific country’s custom requirements, please contact Bongo International directly at 203-683-4894, Monday – Friday from 9:00 am – 9 pm EST.
  • Bongo International will process your order (including, billing, shipping, and customer service) and guarantee delivery.

Once your order is complete, all inquiries should be directed to Bongo International at: 203-683-4894, Monday – Friday from 9:00 am – 9 pm EST.

If you need assistance placing your international order or have any payment or shipping questions, please contact Bongo International at 203-683-4894, Monday – Friday from 9:00 am – 9 pm EST.

Please note that for international sales, all sales are considered final and no returns will be permitted.

All international orders ship to a third party warehouse in California before heading to their final destination.

At this time we are NOT shipping to or accepting payment from the following countries: Canada, China, Colombia, Bahamas , Bermuda, Germany, Ireland, Jordan, Panama, Philippines, Taiwan, Turkey, Qatar, Saudi Arabia, Singapore, South Korea, St Maarten, United Arab Emirates, United Kingdom, Vietnam, Russia, Ukraine.

Search our Global Retail Locator to find a specialty store near you if you are looking to ship to a country listed above.

For Self-Repair Kits please contact our customer care representatives at uksales@briggs-riley.com

RETURNS

WHAT IS THE BRIGGS & RILEY RETURN POLICY?

*EXTENDED RETURNS FOR HOLIDAY!

Orders placed on or after November 1, 2021 are eligible for return until February 1, 2022.

STANDARD RETURN POLICY

Due to our automated ordering and shipping processes, online transactions cannot be cancelled.

If you are not completely satisfied with your purchase from Briggs & Riley Online, you may return any unused merchandise with the original hangtags attached and with all original packaging, for a prompt refund within 30 days of receipt of the item.

Return shipping is free.

All Travel Accessories must be in their original packaging with all items included in order to be applicable for return. Items received incomplete will not be given a refund.

TO INITIATE THE RETURNS PROCESS

Please visit our returns page to start your returns process. From here you will be able to print a returns label using the Collect + service and drop your parcel off to any of the 7500 stores offering the Collect + service.

REPAIRS

SIMPLE AS THAT® GUARANTEE

Our 'Simple as that' warranty will cover the repair of all functional aspects of your Briggs & Riley bag for life. We will continue to repair your bag even if you decide to purchase a new Briggs & Riley product with the latest performance innovations.

Naturally, our warranty does not cover cosmetic wear or cleaning due to odors or stains, nor does it cover the replacement of lost, stolen, or damaged bags and/or its content. If your bag or its contents are damaged by an airline and you wish to hold them responsible, we suggest that you file a claim with the carrier before leaving the airport.

If you choose not to do this and instead wish for us to repair your bag, we will be happy to do so at no charge. Due to the nature of certain types of repairs and normal wear and tear, it is not always possible to return your bag to its original condition.

I LOST MY TRAVEL ACCESSORY, HOW CAN I REPLACE IT?

Briggs & Riley does not replace any lost or stolen items. However, you can purchase replacement accessories on our website. If you can't find the accessory that you are looking for, please contact our customer care representatives at 01491 642 333 or via email at uksales@briggs-riley.com.

CAN I ORDER PARTS TO REPAIR MY BAG?

Have a bag that needs a quick fix you could do yourself with the right parts and tools? With our self-repair kits you can avoid the time and hassle of shipping your bag to us. Simply email customer services at uksales@briggs-riley.com with a picture of the part needed and the style number of your bag. If we have the parts we will ship them to you free of charge.

HOW DO I FIND MY STYLE NUMBER TO OBTAIN A REPAIR AUTHORISATION?

Locate the inside tag of your bag, the style number will be listed there. If you cannot locate this tag, please enter '9' five times in the style number field.

HOW CAN I REPAIR MY ZIPPER PULLS?

In the unlikely event that you experience an issue with your Briggs & Riley zipper pulls, they are designed to be easily replaced. This can be done from the convenience of your home – no need to visit a repair shop for a solution! Please email uksales@briggs-riley.com for more details.

Packing Tips

HOW TO PACK

Tip #1: Pack your clothing tightly without over-stuffing your suitcase. Tight packing means no loss of space and fewer creases. There are three basic ways to pack efficiently:

  1. The Rolling Method: Roll clothing, especially garments like turtlenecks, pajamas, sweaters, slacks, etc. By wrapping a rubber band around each item, they stay rolled up.
  2. The Interweave Method: This works best with longer items such as dresses, pants, etc. Start with the longest items first, placing them in the bottom of the suitcase, with the ends hanging over the case. Then place smaller items on top of the longer ones. Finally, when the suitcase is filled, fold the hangover on top. This will prevent sharp creases on your long garments.
  3. The Bundling Method: Like the interweave method, bundling is accomplished by folding longer items around smaller items. However, bundling is done by outfit. In other words, if you plan to wear a particular shirt with a particular pair of trousers, you bundle them together. Starting with socks and underwear, you then wrap the shirt and finally the trousers. The advantage of this method is that each outfit is together and easily accessible. If you then put the complete bundle in a zip-lock bag and expel all of the air out of it, you have a fairly crease-free outfit at your fingertips. With longer garments, however, a garment bag or a suitcase with a suitor is best of all to prevent creases.

Tip #2: Make use of dead space. Stuff underwear, socks, ties, scarves etc. into shoes. This not only saves space, but also keeps your shoes from being crushed.

Tip #3: Layering clothing with plastic dry cleaning bags or tissue paper helps to prevent creases.

Tip #4: Don't bring full sized toiletries. Many pharmacies carry sample size toothpaste, hair spray, shaving cream, etc. These take up a lot less space and are much lighter than their full-sized counterparts. Also available at pharmacies are small plastic bottles and jars that can be inexpensively and ecologically refilled with your preferred toiletries.

Tip #5: Travelling with a friend or your family? Consider 'cross packing'. Pack essential items of each person in each other’s bags. That way, if a suitcase is lost, everyone will still be able to enjoy their trip until the bag is found.

Tip #6: Place jewellery, medicines, contact lenses, and other valuable or irreplaceable items in your carry-on. Also consider packing a change of socks and underwear in your carry-on (see Tip #5).

Tip #7: Unpack as soon as you arrive at your destination. Doing so will keep your clothes as crease-free as possible. Other packing tips

OTHER PACKING TIPS

Tip #1: Although some airlines still allow you to check two bags per person plus allow you a carry-on, many airlines are now charging to check your bags. Always check with your airline for their regulations regarding the number and size of the bags you are required to carry. With this information you will be able to plan your wardrobe carefully.

Tip #2: Make a list of all the activities and events you plan to do and then make a list of the clothing you need to wear for those activities. Now go over the list and eliminate anything you really don't need.

Tip #3: The best way to plan your wardrobe is to mix and match basics, planning the wardrobe around one or two basic colours. For dress, men can pack two suits for an extended trip matching them up with different shirts and ties. A charcoal grey or tan suit will mix and match with just about any colour. Women can mix and match the same way with black, grey, or tan jackets, skirts and trousers. In either case, a change of tie or scarf with a different coloured shirt will make another outfit.

Tip #4: Casual clothing depends upon where you are going. Do not assume that jeans are appropriate casual wear. In many countries, jeans are frowned upon. Khaki trousers, however are usually acceptable. Additionally, jeans are heavier and bulkier than khakis. In many parts of the world, shorts are considered inappropriate as are any clothing that has a military look. It is better to err on the side of conservatism. When it comes to casual clothing, layering is a much better scheme than packing bulky, heavy clothing. Layering your clothes also gives you more opportunity to mix and match outfits. A turtleneck under a sports jacket will give a very different look than wearing it under a sweater. Always bring a bathing suit. You never know when a hotel will have a pool. For men, a conservative bathing suit can also do double-duty as a pair of shorts. For women, a bikini can do double duty as underwear. One warning, though: two-piece bathing suits may not be acceptable in all countries.

Tip #5: Knits and textured fabrics travel better than natural fabrics that have a tendency to wrinkle. Synthetics don't wrinkle as much but can be very uncomfortable in hot humid climates. A blend of natural and synthetics can be a good compromise. However, undergarments should be made of natural fabrics because they breathe easier. Also, you can bring fewer undergarments and wash them out at night. If you do opt for washing out your socks and underwear be aware that cotton takes a long time to dry. Try silk undergarments. Not only do they dry quickly, they breathe well and feel good against the skin.

Tip #6: Consider not bringing much clothing at all. Buying clothing at your destination can often be less expensive than buying it at home... unless you are staying in a resort area.

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