Open a customer account

In order to order from koffer-direkt.de, you do not necessarily have to open a customer account; you can also place your order as a guest. However, you will then not be able to log in to koffer-direkt.de and, for example, view past orders.

Change my data

If you have created a customer account, you can log into your protected area at any time using your password. To do this, click on "Login" at the top left of the page and enter your email address and password. You can now change your address, password, preferred payment method and other personal data and settings.

Subscribe or unsubscribe to the newsletter

If you no longer wish to receive our newsletter, you can either unsubscribe in your customer account under “Profile Settings” or click on “Unsubscribe from newsletter” at the bottom of the last newsletter.

delete customer account

If you would like to have your customer account deactivated, simply send us a short message to info@koffer-direkt.de or use our contact form . We will then deactivate your account for you immediately.

your password

You can only have a password sent to you if you register as a customer, i.e. open a customer account. If you have ordered as a guest, you will not receive a password, even if you request one.

Place an order

When you have found the item you want, put it in your shopping cart. You can access your shopping cart at any time by clicking on the shopping cart symbol at the top right. There you can view, change or delete the items you have previously selected. By clicking on "Continue ordering process" you will be taken to the next step of the order, during which you can select the desired shipping method and payment method. If you want to tell us something, tick the box "Add special shipping instructions" in step 2 "Shipping". A comment field will then open in which you can enter your message to us.

Unavailable items

If a selected item is not in stock, we will notify you by email as soon as it is available again. To do this, simply click on "Notify when available" on the item page and enter your email address. You will then be notified by email as soon as the item is back in stock.

Prepayment by bank transfer (only for registered customers)

Please transfer the total amount of your order to the following account at Stadtsparkasse Wuppertal:

IBAN: DE21 3305 0000 0000 6734 67
BIC: WUPSDE33XXX

Please enter the order number from your confirmation email as the intended purpose. Please note that although the amount will be debited directly from your account, it may take a few days for it to be credited to our account. For domestic transfers, this is usually 2 banking days, for transfers from abroad, it is usually 3 days. Your order will be dispatched immediately after receipt of payment, provided the ordered items are in stock.

If your transfer takes longer, this is usually due to the following reasons: Holidays and weekends are not bank working days, and no payments are processed on these days. When submitting a transfer slip at the counter, the statutory transfer period is one day longer than for electronic and online transfers. The cut-off time for transfers varies depending on the bank, but is usually between 2:00 p.m. and 6:00 p.m. If your transfer arrives after the cut-off time, the order will not be processed until the next day. If you want to be sure that your payment is booked and reaches us on the same day, choose an express transfer at your bank counter or pay by 4:00 p.m. using the "Euro Express Transfer Online" in the online banking area.

Sofortüberweisung:

At koffer-direkt.de you can of course also pay conveniently and securely by instant bank transfer. Please note that instant bank transfers can also take 1-2 working days to complete the booking.

Paypal:

At koffer-direkt.de you can pay easily and securely via PayPal. At the end of the order process you will be automatically directed to PayPal. If you are already a PayPal customer, simply log in to make the payment. Are you not yet a PayPal customer? Then open a PayPal account and confirm the payment to us. As soon as PayPal reports your successful payment to us, your order will be released and processed immediately. If you return an item, the purchase amount will be credited to your PayPal account.

Credit card:

We accept Master Card, Visa and American Express. The invoice amount is initially reserved on your credit card. Your credit card is only charged when the item is dispatched. To offer you the highest level of security when shopping, a 3D Secure security query may be required. Please have your required login details ready. If you pay by credit card, your order will be dispatched immediately, provided the items ordered are in stock.

We are often asked whether we also offer a 5% discount when paying by credit card. Unlike with advance payment, however, you as the customer do not have to pay in advance, as your credit card is only charged when the goods are dispatched. For this reason, we are unfortunately unable to offer an advance payment discount for this payment method.

refund of the purchase amount

Refunds will be made using the payment method used in the order, usually within 14 days. If you do not receive payment from us within this period, please contact our customer service at info@koffer-direkt.de or use our contact form. If you paid cash on delivery, please give us your bank details.

Redeem a promotional code

If you have a promotional or discount code, you can enter this voucher code during the ordering process. To do this, click on "Enter promotional code" in the shopping cart, enter your code in the field and click "Apply". The discount will be immediately included in the total amount.

Purchase on account for authorities

We allow corporate customers, authorities and corporations to pay by invoice. Please contact us after you have opened a customer account. We will then activate the invoice payment method for you. Please understand that we are unfortunately unable to offer this payment method to private customers.

orders from abroad

For foreign customers (outside Germany), any transfer fees (if paying in advance) as well as customs duties and taxes are borne by the customer. German customs processing fees are already included in our shipping costs. For orders from outside the EU, we deduct the current German VAT from the value of the goods after you have registered in the shop (and then also every time you log in).

delivery times

If an item or a certain color is not in stock, we will tell you the expected delivery time on the product page. Simply select the desired color and the delivery time will appear next to it.

If the status is "currently not available" or "delivery time on request", please contact our customer service by phone or email at info@koffer-direkt.de or use our contact form. Please be sure to tell us the article number in your inquiry.

shipping methods and costs

The products from our range are sent exclusively by DHL (Deutsche Post). Shipments can therefore also be delivered on Saturdays and to packing stations. When sending to packing stations, please note that oversized packages are deposited at the nearest post office. You will then be notified directly by DHL.

You can see which countries we ship to and what shipping costs apply on the “Shipping Costs” page. For goods worth just 50 euros or more, we ship all items free of charge throughout Germany. You can find an overview of shipping costs here.

package tracking

As soon as your shipment leaves our warehouse, our system will automatically send you the tracking number of your package or packages by email. You can then use DHL parcel tracking to see where your shipment is at any time and will also be informed of any status changes. If you do not receive this email, please also check your spam folder.

pickup

Collection from our warehouse in Oberhausen is possible Monday to Friday from 10 a.m. to 3 p.m. If you would like to collect your order, please select payment in advance, credit card or PayPal as your payment method and enter in the comments field that you would like to collect the item. Your order will then be ready for collection the following day at the stated time.

In very urgent cases or to arrange a specific pick-up time, please contact our customer service by phone on +49 208 8848250 Monday to Friday from 9:00 a.m. to 4:00 p.m.

Claim an item

If you would like to complain about an item, please send an email with your order or invoice number, photos and a detailed description of the defect to info@koffer-direkt.de . We will then check the situation and send you a DHL return link, which you can use to send the item back to us free of charge. The item will then be forwarded to the manufacturer for repair. Repairs usually take 2 - 4 weeks. If the defect is something you can easily repair yourself, in some cases it is possible to order suitable spare parts from the manufacturer for self-assembly. If the item is new (unused) and defective, the defective item can be returned free of charge using the enclosed return documents. The description of the defect must be noted on the return slip.

transport damage

Despite all care, damage may occur during delivery. In this case, we will of course reimburse you for the damaged items free of charge. However, please note the following procedure: Transport damage must be reported to the supplier (DHL) immediately upon receipt of the goods and you must then inform us of any transport damage found.

guarantee

The warranty periods depend on the respective manufacturer; information about the warranty period for an item can be found on the product page.

spare parts requests

We can only offer you spare parts from manufacturers that we have in our range and only if they are still available from the manufacturer. Call us or send us a photo to info@koffer-direkt.de and we will be happy to inquire with the respective manufacturer for you.

cancellation of an order

You have the right to cancel this contract within 1 month without giving any reason. We have described in detail how to do this in our cancellation policy. If you would like to exercise your right of cancellation, please click here to read the cancellation policy .

As of September 25, 2024, our customers will continue to enjoy the benefit of free shipping for orders over €50, but they will bear the return costs themselves if they decide to return the ordered product. This regulation is our response to the steadily increasing number of returns, which have now reached a significant level and pose major challenges for both online retailers and society.

With this decision, we want to make a contribution to counteracting the “flood of returns”.

Of course, this does not include items that are defective or have been delivered differently than described.

Personalized products are excluded from cancellation!

Please also note our cancellation policy.
You can start a return request here: Start return!

Questions to customer service

You can reach our customer service Monday to Friday from 9:00 a.m. to 4:00 p.m. by phone at +49 208 8848250 or by email at info@koffer-direkt.de

Security when shopping

We want your shopping at koffer-direkt.de to be a pleasant experience. We explain in detail in the "Security, Protection and Privacy" section what measures we take to ensure you have a safe shopping experience and what it means that our shop complies with the strict guidelines of a Trusted Shops certification.

Why is a TSA lock delivered without a TSA key?

All TSA locks, regardless of whether they can be opened with a key or a combination, are also equipped with a TSA lock. Only employees of the American TSA authority (Transportation Security Administration) have a key to this lock so that your suitcase can be opened and relocked for inspection at the airport. You can find more information about TSA locks here.

In our material guide we give you an overview of the different suitcase materials, explain their advantages and disadvantages as well as recommendations for certain types of travel.

You can find our material guide here.

At koffer - direkt.de, sustainability is the focus. We strive for environmentally and socially responsible supply chains and
optimize our profitability.

You as a customer are an important part of this process, as with a little patience you can help simplify logistics processes and avoid unnecessary journeys. As a thank you, we offer our unique sustainability discount!

Let’s slow down the world of e-commerce together.

You can find further information about sustainability at koffer - direkt .de here.