1. Orders and Delivery
How much does delivery cost?
Delivery is free of charge.
How long does delivery take?
Orders are delivered in 1–3 days, and delivery is free. Orders placed before 2pm are handed to the courier the same business day; orders placed after 2pm, or on a non-business day, will be handed to the courier on the next business day.
Can I collect my order myself?
Yes. Choose self-pickup at checkout and wait for our collection confirmation. You can then pick up your order at 3014A Ubi Road 1 #06-10/11, Singapore 408703. We will place the item at the pickup point outside our door and you can pickup anytime, even after working hours. There's cctv so its safe.
What payment methods do you accept?
Credit cards (Visa, Mastercard, American Express), PayPal, Shop Pay, and bank transfer/PayNow.
I ordered on Shopee / Lazada / Amazon / TikTok Shop — where's my delivery?
Marketplace orders are delivered through that platform's logistics. Check your order page there for tracking and delivery timing.
2. Warranty and Repair
What does the warranty cover?
Luggage is covered by a limited 3-year warranty on the wheels, handles and locks. If a wheel, handle or lock stops working properly within the warranty period, we repair or replace it free of charge — whatever the cause, including accidents and airline handling. Bags and travel accessories are covered by a limited 1-year warranty covering manufacturing defects.
Does the warranty apply if I bought from Shopee, Lazada, Amazon, TikTok Shop or a retail shop?
Yes. The warranty applies whichever channel you bought from, as long as you have your order number or receipt.
My luggage was damaged during a trip. Is that covered?
Broken wheel, lock or handle? Covered — whatever the cause, including airline handling. The repair happens at our Singapore service centre when you're back — free within warranty. Damage to the luggage shell isn't covered under our warranty; for shell damage caused by an airline, file a claim with the airline as soon as possible (most carriers have a short reporting window from the carousel).
How do I make a warranty claim?
Take clear photos of the affected part (a short video helps if possible), then contact us via our website chat or email us at hi@worldpolo.sg with the photos, the platform you purchased from, and your order number (or a photo of your receipt for in-store purchases). We will triage your claim within 1 business day of receiving complete information and advise next steps.
How long do repairs take?
Repairs at our Singapore service centre usually take about 10 minutes at your appointment. The service centre runs on appointments only — no walk-ins — so book a slot via chat or email (hi@worldpolo.sg) first.
What if my warranty has expired?
We still service your luggage. Wheel, handle or lock replacements are S$5 per part, other parts are quoted case by case, and parts are always in stock.
3. Return and Refund
Can I return my order?
We have a 14-day return policy. You have 14 days after receiving your item to request a return. Your item must be unused, with tags, and in its original packaging, and you'll need the receipt or proof of purchase. To start a return, contact us via our website chat or email hi@worldpolo.sg. This applies to orders placed on worldpolo.sg. For marketplace orders, use that platform's return process; items bought at our retail partners are covered by the retailer's own exchange policy. The World Polo warranty applies regardless of where you bought.
My item arrived damaged, defective, or it's the wrong item. What do I do?
Tell us within 14 days of delivery — via our website chat or at hi@worldpolo.sg— and we'll replace it.
When will I get my refund?
We inspect and process your return within 2 business days of receiving it and let you know whether the refund is approved. Cash and PayNow refunds are paid within 2 business days; credit-card refunds can take up to 14 days to appear, depending on your card issuer.
4. Products
Will my luggage fit as cabin baggage?
Our 20" models are sized for cabin on most airlines, but each airline sets its own cabin spec and can change it — best to confirm the current limit with your airline. Exact dimensions are on every product listing.
What does TSA lock mean?
A TSA lock can be opened by the Transportation Security Administration using a master key, so they can inspect your checked luggage without damaging the lock or your case. If a bag with a non-TSA lock is selected for inspection, the lock may be cut open. TSA locks work like normal combination locks everywhere else.
Why is the colour of the physical item slightly different from the photos on this website?
We make every effort to display the colours of our products as accurately as possible. However, the colours you see depend on the resolution and type of your screen, so we cannot guarantee they will exactly match the physical product. If the colour isn't what you expected, our 14-day return policy applies to unused items in their original packaging.
5. Contact
How do I reach you?
Message us via the chat on worldpolo.sg or email hi@worldpolo.sg.