FAQ
We strive for your purchase at EPIC to feel safe and good. We know that there may be questions and concerns, which is why we have collected our most common questions with answers here.
Are there spare parts for my bag?
Short answer, yes. We provide spare parts for most of our bags. There is of course a limit to how long it is possible to order parts, but a benchmark is about 5 years. You are welcome to contact us for further assistance.
My bag has been damaged by airport handling, what do I do?
We have a test standard for what is considered normal treatment when loading at the airports. Sometimes it can happen that the loaders are negligent and cause damage to a bag, this must be reported to the airline in the terminal upon arrival. Some bags from EPIC have a so-called "Full Armor Warranty". If your bag is covered by this guarantee, please contact us for assistance and possibly exchange via our complaint form.
I want to make a claim on my suitcase, how do I do it?
Our bags are covered by various guarantees and with that it varies between what is accepted as a complaint or not bags in between. Our biggest guarantee covers damage up to 7 years after purchase. Remember to always contact the shop where you bought the bag in the first place. If you have bought your bag via our e-commerce, you are welcome to submit your complaint to our complaint form. Fill in as much information as possible to speed up your case.
The zipper on my bag has broken, what do I do?
Contact us via our complaint form. We then make an assessment as to whether it is an original fault that is covered by the guarantee. Tips regarding zippers - remember not to overpack the bag and force the zipper together. Open the zipper all the way around to avoid breaking the zipper when you open the bag.
I want to return my bag, how do I do it?
You can return your bag to us if you contact us within 30 days. In order to return your bag, you need to contact us through our contact form. Fill in clearly what your case is about and your order number. We will then send you a return slip. Return the product in its original packaging to your nearest representative. When the product is back in our warehouse, we inspect the item and then issue a refund. You can read more about our return policy here.
I have forgotten the code for my lock, what do I do?
Don't panic! Unfortunately, we cannot offer any keys for the lock as these are only intended for airport checks. However, you can try to unlock the bag on your own in peace and quiet by trying all possible number combinations, from 0-0-0, 0-0-1, 0-0-2 etc. up to 9-9-9. As soon as the correct sequence is found, you can open the bag and set a new code. Read more about how to handle the locks on our bags HERE.
Can I bring the suitcase into the flight cabin, is it the right size for your cabin bags?
Short answer, yes - it's the right size for all cabin bags from EPIC. All our cabin bags measure 55x40x20 cm, which is the standard measurement for most airlines. Some airlines follow their own standard and only allow hand luggage. We recommend always checking this before.
How does EPIC work with sustainability?
Ever since the start in 2004, we have had sustainability as a natural part of product development and manufacturing. We comply with all laws regarding the use of chemicals and choose good materials for a long service life. Read more here.
Where is EPIC manufactured?
EPIC is a Swedish brand with headquarters in Gothenburg, where they also develop their products. China is the main production country for suitcases today and it is also where our bags are manufactured. We choose suppliers with care. All suppliers and subcontractors must certify themselves according to our Code of Conduct. Which includes respecting human rights, paying statutory wages, etc.