Welcome to Victorinox Shop’s FAQ section. Here you’ll find answers to common questions about our premium travel gear, shipping policies, and more. If you don’t find what you’re looking for, please contact our customer service team at [email protected].
About Our Products
What types of travel products do you offer?
We specialize in premium travel gear including:
- Backpacks (leather, laptop-specific, and general use)
- Carry-on and checked luggage (including 4-wheel spinner options)
- Designer handbags (crossbody, hobo, clutch styles)
- Specialty travel items (garment bags, duffel bags, cosmetic cases)
- High-end luggage collections (leather options and fabric alternatives)
Are your products authentic Victorinox?
Absolutely. We are an authorized retailer of genuine Victorinox products. Every item in our collection carries the quality craftsmanship and attention to detail that the Victorinox brand is known for worldwide.
Do you offer RFID-protected products?
Yes, several of our wallets and select handbags feature RFID protection to safeguard your personal information from electronic theft while traveling.
Shipping & Delivery
Where do you ship?
We offer global delivery services to most countries worldwide (excluding select remote regions in Asia). Our premium shipping options ensure your carefully selected travel gear arrives with the care and attention it deserves.
What are my shipping options?
We offer two convenient shipping methods:
- Standard Shipping ($12.95 via DHL/FedEx): 10-15 business days after processing. Ideal for business professionals needing items like garment bags or laptop backpacks quickly.
- Free Shipping (via EMS for orders over $50): 15-25 business days after processing. Perfect for those ordering premium leather goods or complete luggage sets who prefer cost-effective delivery.
How long does order processing take?
All orders are processed within 1-2 business days at our facility in Frio, US. You’ll receive an order confirmation immediately after purchase and a shipping notification with tracking when your items depart.
Will I need to pay customs fees?
For our international customers: All prices are shown in USD and customs fees may apply depending on your destination. These fees are the responsibility of the customer and are not included in your order total.
Returns & Exchanges
What is your return policy?
We stand behind every piece of luggage and handbag we sell. Our policy includes:
- 15-day return window from delivery date
- Items must be unused with original tags attached
- Return shipping costs are the customer’s responsibility
- Refunds processed to original payment method within 5 business days
How do I initiate a return?
Please contact our customer service team at [email protected] with your order number and reason for return. We’ll provide you with return instructions and the appropriate address.
What if my item arrives damaged?
In the rare event that your item arrives damaged, please contact us immediately at [email protected] with photos of the damage. We’ll work quickly to resolve the issue, either by sending a replacement or processing a full refund.
Payment & Account
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all transactions. Your payment information is processed securely and never stored on our servers.
Do you offer gift wrapping or special packaging?
While we don’t offer traditional gift wrapping, all our premium travel gear arrives in high-quality protective packaging that makes an elegant presentation. For special requests, please contact us before placing your order.
Customer Service
How can I contact customer service?
Our dedicated customer service team can be reached at [email protected]. We typically respond within 24-48 hours during business days.
What are your business hours?
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM CST. Emails received outside these hours will be answered the next business day.
Where is your company located?
Victorinox Shop operates from our facility at 468 Hilltop Drive, Frio, US 79045. This is where all orders are processed and shipped from.
At Victorinox Shop, we’re committed to providing premium travel gear with equally premium service. Whether you’re a frequent business traveler or shopping for a special gift, we’re here to ensure your experience with us is as exceptional as our products.