Our goal is for customers to be happy with their experience. If you are not entirely satisfied with your purchase, we’ll do our best to help. Here are Our Main Service!

Q: Is it normal for the lever to shake a little?

A: It is normal for the pull rod to shake a little. Hervas suitcases have been scientifically tested, and the trolley
The amplitude of the front and back shaking is within a certain normal range, so please feel free to buy it.

 

Q: Does TSA (customs lock) have a key?
A: Customs locks (TSA certified locks) refer to products produced and sourced in accordance with unified international customs standards.
A lock that can be opened with the universal universal TSA special key used by international customs.
When the suitcase passes through customs security inspection, customs staff have the right to open the suitcase for inspection.
Therefore, only customs staff can use this internationally accepted customs lock key.
To ensure security, the key cannot be given to the user.

Q: What is the initial password for the luggage combination lock?

A:monica muse suitcase password lock initial password: 000

 

Q: Which ones can be exempted from the "three guarantees" liability?

A: According to Article 17 of the "Regulations on Liability for Repair, Replacement and Return of Certain Goods":
If it falls under any of the following circumstances, three guarantees will not be implemented, but repairs can be carried out for a fee:
1. Damage caused by improper use, maintenance, and storage by consumers;
2. Damage caused by disassembly by persons other than those responsible for repairs under the Three Guarantees;
3. Without Three Guarantees certificate and valid invoice;
4. The model number on the Three Guarantee Certificate does not match the model number of the repaired product or is altered;
5. Damage caused by force majeure.

 

Q: I can’t find the purchase receipt or invoice. Can I get a warranty?

A: If the proof of purchase is lost, you will no longer enjoy free warranty service, but our company can continue to provide you with Maintenance services are provided and fees will be charged depending on the situation.

 

Q: How long is the warranty for paid replacement parts?

A: Three months.

 

Q: What should I do if the exchanged product has the same quality problem?

A: 1. You can apply for exchange for other styles of equivalent value; 

2. If the certificates are complete, you can
Go to the original place of purchase to apply for a refund.

 

Q: How many days will it take to return to the factory for repair?

A: Within 15 working days. (From the date the product is mailed to our company and received until our company maintains
It will take fifteen working days from the day it is repaired and shipped)

 

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