FAQ - Frequently Asked Questions
Choosing your suitcase
Are these suitcases cabin size?
The external dimensions of each model are listed on its product page. Cabin allowances vary between airlines, so check the listed dimensions against your airline's allowance before ordering.
What is the difference between the models?
The Halden has a ribbed polycarbonate shell with an aluminium frame. The Marlow, Ashby, Kendal and Ludlow have an aluminium-magnesium alloy shell with an aluminium frame, in different rib and groove patterns. The shell material, frame, handles and dimensions of each model are listed on its product page.
Do the suitcases have a lock?
Each model closes with an aluminium frame and a TSA combination lock.
Which colours are available?
The available finishes for each model are listed on its product page. The product photos show each finish, and colours may vary slightly depending on screen settings.
Features and specifications
Do the suitcases have an outer zip?
No. The shell closes with a frame and locks rather than a zip. Interior zipped pockets and dividers are listed on the product page where present.
Is the weight listed?
Where the weight is specified by the manufacturer, it is listed on the product page.
Delivery
Where do you deliver?
We deliver across the United Kingdom.
How does delivery work?
Your order is shipped with a tracked courier service. Once your order is dispatched, you will receive a shipping confirmation email with tracking information.
What are the delivery times?
Orders are dispatched within 1-2 working days and typically delivered within 7-10 working days. Full details are in our delivery policy at the bottom of the page.
Returns and refunds
Can I change my mind after ordering?
Yes. Under the Consumer Contracts Regulations you have 14 days from delivery to notify us of a return. Full details are set out in our return and refund policy at the bottom of the page.
What if my suitcase arrives damaged?
Contact us as soon as possible at support@ostrell.co.uk with your order number, a description of the issue and photos. Depending on the situation, we may offer replacement parts, repair, replacement, return or refund, as set out in our return and refund policy at the bottom of the page.
Contact and payment
How can I contact Ostrell?
By email at support@ostrell.co.uk, or through the form on our contact page. Our customer service is available Monday to Friday, 9am to 6pm (UK time), and aims to reply within 24 hours.
Which payment methods do you accept?
The available options are displayed at checkout. They typically include major debit and credit cards and other payment methods.
Is payment secure?
Yes. All payments are processed through Shopify's PCI-compliant checkout and your payment details are encrypted. We never see or store your card details.