FAQS

  • Our Guarantee

    Our Guarantee:

    • Departure provides a five-year warranty on all hardside products and a one-year warranty for softside products from the purchase date. The product will only be covered by our guarantee if the warranty card is presented.

    What is covered by this guarantee?

    • This guarantee only covers manufacturing defects and workmanship. Departure will, repair or replace any defects after the inspection of Departure’s authorised repair centre.
    • Departure can only repair or replace parts such as the handles, wheels, TSA locks, and ribbons.

    ※ Any damage caused by improper use of the product such as abrasion, expose to extreme temperatures, acids, solvents, normal wear and tear and externally occurring forces (ie. transport damages) will not be covered by this warranty.

    What is NOT covered by this guarantee?

    • Normal wear and tear
    • Accessories
    • Replacement of lock
    • Divider pad

    After-Sales Service:

    • Departure products have been rigorously tested to ensure that the products meet the performance requirements, the consistency and stability of the products are all beyond standard requirements therefore damages caused by improper use of the product such as abrasions and externally occurring forces (ie. transport damages) will not be covered by this warranty.
    • For repair services, you will find the full contact details of authorised repair centres on Departure’s official website.
  • Product Care

    Storage and Use:

    • Avoid damages caused by exposure to extreme temperatures, over-packing, rubbing products against abrasive surfaces, applying aggressive acids and solvents.
    • When not in use, place the product in the soft fabric bag provided and store it in ventilated areas. To prevent mildew from forming, do not store in high temperature, high humidity areas.
    • When storing leather products, stuff with soft materials to maintain the original shape.
    • Natural marks, irregular patterns and slight colour change tend to occur to natural leather over time.
    • Slight colour changes to hardware accessories may occur due to interaction with air, rain, dust..etc.
    • Do not layer light and dark coloured leather together to avoid colour transfer.

    Cleaning and Care:

    • We recommend cleaning the polycarbonate exterior with gentle soap and warm water solution, apply with soft dampened cloth. Avoid using chemical cleansers.
    • We recommend using leather conditioner to clean, protect, and polish. Do not use products containing bleach.
  • Quality Assurance, Delivering Perfection

    Departure's Impeccable Quality

    Departure insist on only using locally produced high quality Taiwanese fabrics, promise that every product has at least 3 patented designs and have passed 17 major quality and performance tests.

    The hardside products made from 100% virgin polycarbonate, highest quality aluminium alloy handles, highly resilient polyurethane wheels, in addition to having excellent after-sales service and a five-year warranty of free repair services.

    Rigorous Performance and Resistance Tests

    Every Departure product has to undergo more than a hundred stages of performance tests such as the zipper performance test, sway test, product drop test, handle jerking test, treadmill test and tumble test to ensure product durability and strength.

    • Zipper Performance Test:5,000 to 10,000 cycle tests, ensuring the zipper’s quality.

    • Sway Test:Product loaded with 20 kg, swing with top and side handle for 3500 cycles each.

    • Product Drop Test:After product loaded with 15 kg and frozen at -12℃, dropped from 90cm high on four wheels for three rounds, then drop from 60cm high on each wheel once.

    • Handle Jerking Test:2,500 to 10,000 cycles of pulling tests to ensure product durability.

    • Treadmill Test:Product loaded with weight then tested on the treadmill, on two wheels and four wheels at the speed of 4 km per hour, tested for 8 hours in total.

    • Tumble Test:Product loaded with 15 kg then tested for 50 cycles at the pace of 3 circles per minute, thoroughly examine the durability of the luggage and its components.

  • Departure's Product Packaging

    ■ Departure products are packaged with double-layered carton to prevent delivering damages

    ■ Complimentary transparent toiletry bag and shoe bag upon purchase