Repairs & Spare Parts

Providing our customers with luggage of great value is always our priority. Meanwhile, we all know how tough luggage handling can be during your travel. But do not worry - usually a damage does not mean that you have to throw away and recycle your suitcase.

We certainly understand that you would like to travel as soon as possible again with your Eminent product. To ensure that we can handle your case as quickly as possible, it is necessary that you fill out the form below so that we get all information and process your request efficiently.

Also you can find the answers to many questions you might have about the repair process below.

Frequently Asked Questions

An EAN number is the number you will usually find underneath a barcode. The length of this number is typically 13 digits.

Every Eminent suitcase has an EAN number which will identify the suitcase and helps our repair service identify the model you have.

Finding the EAN code of your suitcase is easy. The EAN code is printed on a small plastic flag which is sewn into the inner lining of the suitcase. In some cases it is located inside the interior pocket of the suitcase or at the edge of the fabric separating the two shells.

Eminent suitcase which are very old (usually more than 20 years old) in some cases do not have a EAN number. In these cases you can select this option in the contact form below.

Our warranty covers all kinds of material and production defects. You can read more on our warranty and what you should do in case of a transport damage on this page.

For damages which are not covered by our warranty we can only offer you a paid repair e.g. in case of damages resulting from wear and tear.

For most repairs it is not necessary to send in your suitcase. The main components of your suitcase such as wheels, handles, telescopic handle and the lock are fixed to the shell using screws.

This means that most components can be exchanged with a phillips screwdriver within five minutes.

Depending on the region you are located and the exact kind of damage our repair service will offer you to send you a spare part or to send in the suitcase to our repair center. For some damages it might be required to send in the suitcase.

Please note: Sending in the suitcase to our repair service is currently only available in a limited number of regions e.g. Europe, China, Taiwan, UAE, etc.

For warranty cases Eminent will bear the cost of the return shipping however you have to cover the initial shipping to our repair center. For out-of-warranty repairs our repair service will include the return shipping cost in their offer if you notify them in advance that you wish to send the item in for repair or if sending in the item is required.

In most regions of the world Eminent offers a central repair service where all repairs are handled and from where all spare parts are shipped.

To ensure that the quality of repairs matches our standards and that your product is repaired with the correct spare parts we do not recommend to repair your item with spare parts found online or at local repair shops.

As there are more than 23.000 different spare parts for Eminent, Probeetle, Mine and Case-Star products it requires a high level of expertise to ensure that you receive the matching parts for your item.

Most damages can be repaired by exchanging the damaged components. Components like the wheels, handles, telescopic handles, locks, zipper pullers and other components can be exchanged in self repair.

If a torn seam or a damaged zipper can economically be repaired depends on the precise kind of damage. Please reach out to our repair service below with images of the damage so our repair service can evaluate the damage.

The cost of the repair varies if the spare part is exchanged by yourself or if your require our workshop to exchange the damaged components.

The cost of the spare parts varies depending on the parts which need to be replaced. The cost of spare wheels ranges usually between € 4 and € 7 / wheel while the cost to replace a telescopic handle usually ranges between € 15 and € 25. The shipping cost for the spare parts depends on your location, e.g. € 6 within Germany.

After our repair service has checked the availability of the required spare parts you will receive an offer specifying all cost.

If you would like us to perform the repair of your suitcase in one of our workshops please kindly specify this in your request. Afterwards, we will provide you with a quote for the repair and the return shipping. You will be responsible for the shipping to our repair center.

Please note: Due to the complexity of the repair process some components cannot be exchanged by yourself. If this is the case our repair service will notify accordingly.

After you have provided us with the necessary information regarding your repair in the form below our repair center will check the availability of the required spare parts. This process usually takes 2-3 working days.

If the required spare parts are available we will notify you and provide you with an offer for the repair / spare parts.

After you have accepted the offer and paid the amount due the spare parts will be shipped within 1-2 working days.

Please note: The transit time to your location can vary based on your location.

All components of our suitcases are connected to the shell or the frame using screws. This means the components like the lock, handles, telescopic handle or wheels can be easily exchanged using a standard phillips screwdriver. To exchange one of these components usually only takes 5-10 minutes.

To access the screws with which the components are connected the maintenance zipper on the inside of the suitcase (usually located in the middle of the lining) needs to be opened. In most cases the screw heads are covered with additional fabric to avoid sharp edges. The fabric pieces should be removed during the repair and can be re-applied after the component has been exchanged.

For most models the following spare parts are available: Wheels, handles, telescopic handles, locks and zipper pullers.

Spare wheels are only available together with the wheel housing. At the moment it is not possible to only purchase separate components of a wheel. As the wheels of a suitcase always come in two different orientations (left and right) it is not possible to use the same spare part to replace multiple wheels. If multiple suitcases are damaged please submit separate requests for each suitcase by filling out the form below multiple times.

Please note: While we try our best to make as many spare parts available as possible we cannot guarantee that every spare part is always in stock. Please fill out the form below to check if the required spare part is in stock.

Reach out to our Repair Service now!