The Kids Carry-On in Jessie Red

Returns and exchanges We offer free returns and exchanges on unused items for the first 100 days Online return or exchange We want you to love everything about Away products. Please select from the options. To start a return or exchange, you'll need your order number.

Find your order number in your order confirmation email or by logging into your account . For in-store purchases, your order number is your 18-digit receipt number and can be found in the subject line of your emailed receipt. RETURN AN ONLINE PURCHASE Have your order number ready START RETURN RETURN AN in-store Purchase online Have your receipt ready START RETURN Start an Exchange online Have your order number ready START EXCHANGE In-store return or exchange We also accept returns and exchanges in any of our retail stores.

Please note we are not able to process warranty replacement orders in store. RETURN IN-STORE Prefer to return in person? We have over 16 stores.

FIND A STORE FAQs What’s your return and exchange policy? Transforming travel is our mission, and we stand by the quality and design of everything we make (just ask the millions of travelers who’ve already gotten Away). We want you to love everything about Away products, too—which is why we offer free returns and exchanges on unused items for the first 100 days.

We are only able to accept returns on unused items, so please gently test your products at home before traveling with them. Here’s how: Take your suitcase for a spin indoors, preferably on carpet, to test out our 360-degree, buttery smooth wheels. Try out your suitcase’s interior compression system by packing in as many outfits as you can. (Our comparison page can help you decide which suitcase size is right for you.) Keep your suitcase’s lock set to 0-0-0 until you’re sure you want to keep it.

Keep your original packaging—you’ll need it if you want to return your order. If everything is to your liking, it’s time to make things official! You’re ready to get Away.

To proceed with a return or exchange, please visit our Returns & Exchanges Self Service Portal to download a prepaid return label if you are living in the US, Canada, or the UK. Please note that original shipping fees are non-refundable. All final sale items are yours to keep.

Personalized products (including luggage tags) are made to order, so they can’t be returned or exchanged. How do I make a return? Download a prepaid shipping label here or head to our contact page and fill out the form, and we’ll get back to you with the next steps.

Please note that original shipping fees are non-refundable. Additionally, it may take up to two weeks for us to issue your refund. Can I return or exchange my personalized items?

Personalized items are made to order and cannot be exchanged or returned, but our product warranties still apply. Personalization is only available on new items. Can I return my gift card?

You cannot return a gift card. All gift cards are final sale What's your return and exchange policy for a corporate order? We do not accept returns or exchanges of items that were purchased as a corporate gift.

However, e very suitcase comes with Away LifetimeCare™ Coverage , which includes repair support for the life of your suitcase and covers functional damage from manufacturing defects or unexpected rough travel. For the first five years, repairs are complimentary. If we’re unable to repair covered damage, we’ll provide up to one replacement within that period.

After five years, repair support continues, and round trip shipping stays on us. Learn more . If you purchased your suitcase prior to April 14, 2026, see warranty details here .

Our bags and accessories are protected by a limited one-year warranty. If you run into any issues within your first year that result in functional damage due to manufacturing defects or unexpected rough travel, we’ll get you back on the road. See more details .

Can I return or exchange an order purchased with Shop Pay? You can return all items purchased with Shop Pay online so long as they are otherwise eligible for return. If you wish to exchange a product, kindly make a new order and return the original one via our online return process to receive a refund.

Do you offer returns and repairs in-store? Yes! We accept standard returns and offer repairs at our retail locations.

You can also start an online return or repair request by contacting our customer experience team at our contact page . Our stores are not able to process warranty replacement orders. ALL FAQS Still have questions?

You can reach out to us through chat or email. CHAT WITH US Chat with us 10AM-8PM ET EMAIL US We typically respond within 1-2 days