Frequently Asked Questions

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Delivery

You can track your order through the tracking code sent to you via email from our delivery partners. Once your parcel is on its way, you'll receive this email, which will allow you to track your delivery and rearrange your delivery to a date and time that suits you, if necessary.

If you haven't received your tracking code or have any issues, feel free to email customerservice@paravel.com with your order number for further assistance.

Our team will be happy to assist you with cancelling your order if it has not already been processed. We recommend contacting our customer service team customerservice@paravel.com as soon as you can, as there is only a short window of opportunity for us to be able to do so.

If your order has already been processed and you no longer need it, we recommend waiting to receive your delivery and following our Returns process to initiate a return and full refund.

To update your delivery address, please contact our customer service team as soon as possible at customerservice@paravel.com with your order number and correct address details. They will do their best to help you correct the address before the order is dispatched. If the order has already been shipped, they can advise you on the next steps.

Pre-Orders

At checkout, you can choose how you'd like to receive your order:

Minimise number of shipments: We'll hold your in-stock items and send everything together once your pre-order items are ready.
Ship in-stock now, everything else later: We'll send your in-stock items straight away, and your pre-order items will follow in a separate delivery.

Returns

Warranty

To register your warranty simply click the link here and complete the form. A copy of your details will be registered in the country you live in, for future reference, and your will receive a confirmation email of the details you entered.

Please keep a copy of your purchase receipt as you will need this for any warranty claim that you want to make in the future.

The Paravel warranty covers faults caused by defective workmanship or materials but excludes mishandling by carriers such as airport baggage handlers. The warranty covers the cost of a repair, or, at our discretion, a replacement within Australia. Shipping fees to and from our repair centre apply. The warranty does not cover damage due to general wear and tear.

To activate your warranty, please register your purchase online via our Warranty Registration form.

Our warranty doesn't cover damages caused by airline mishandling. However, you can file a claim directly with the airline for compensation, as they are typically responsible for damage that occurs during transit. Be sure to report the damage as soon as possible - ideally prior to leaving the airport - and provide any necessary documentation, such as photo evidence of the damage and your flight details.

Unfortunately, we aren't able to accept warranty claims for Paravel products purchased before October 8, 2026.

The new collection is made with a new and fully traceable supply chain, our supplier holds none of the previous parts including zips, wheels, handles so we are unable to support with any repairs.

Locks

Treat the code for the lock on your suitcase like a PIN code for a credit card and use a code that is only known to you: hard to guess, but easy to remember. We’ve provided space in the Owner's Manual booklet that comes with your case, to write the code down and keep it safe.

As part of our warranty, we are unable to cover issues with combination locks that arise from the incorrect setting of the lock, if the lock is used incorrectly, or if it has been forced open.

If you forget the code, our advice is to logically go through each combination to try and crack it. Unfortunately, we don't have a master key that can help with opening your case.

Payments

For ‘Pay later in 4 interest-free instalments’, as soon as Paravel has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any instalment amounts already paid. The return will be reflected in the Klarna app immediately.

For ‘Pay later in 30 days’, as soon as Paravel has accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. Subject to status. T&Cs and late fees apply.

For more information on Klarna, please read our about Klarna page here.

Products

Contact us

If your question isn’t answered here or you have a more specific request, head to our contact us page where you can fill out the form. Alternatively, email us at customerservice@paravel.com and we’ll get back to you as soon as possible, usually within 48 hours.