Frequently Asked Questions

Shopping With Us

1. Do I Have To Set Up An Account To Shop?

You are not required to set up an account in order to shop with us, but we recommend that you do. This will make checking out in the future easier and faster. If you would like to set up an account now, go to Create Account.

2. I Forgot My Password, Can You Help?

If you forget your password, just click on the Forgot Password? feature on the sign in page and follow the instructions.

3. How Can I Make Changes To My Order?

Unfortunately, once an order has been placed, you are unable to make changes to payment, address, product selection, or shipment type.

You are welcome to return items within 30 days of receipt. The returned items must retain all tags, be unused, and be kept in their original packaging. In order to receive a full refund, you must provide a reason for the return and an RA number. Contact our Customer Experience Team at [email protected] to request an RA number. Returns that do not meet these criteria are subject to delays, and in rare cases, may be denied and sent back to the customer. Please note all hand-painted items are final sale.

4. When Will I Get My Order?

All orders placed before 2PM are shipped that same day. Orders placed after 2pm, and orders placed on weekends and holidays will ship the next business day.

Payments

1. What Payment Methods Do You Accept?

We accept all major credit cards.

2. Do You Offer Gift Cards?

We are working to offer gift cards in the near future, and if you’d like to be notified when this service is available then please email us at [email protected] and sign up for our newsletter to be the first to know.

3. When Will I Get My Refund?

Once your return is received and processed, refunds can take up to 10 business days, depending on your payment provider or financial institution.

Gift Codes

1. My Gift Code Isn't Working, Can You Help?

Double check that you are entering the correct code, as they are case sensitive. Your code may be expired or might be invalid on certain purchases. If you continue to experience difficulty checking out, please contact our Customer Experience Team at [email protected].

2. How Do I Use My Gift Code?

Once you’ve made your selections and added items to your shopping cart, you will be prompted to enter a promo-code in the cart. Once you’ve added your code, confirm by hitting the “APPLY” button and continue the checkout process, where you will see the code applied. If you are having trouble with this, please feel free to contact our Customer Experience Team at [email protected].

Shipping

1. What Shipping Options Are Available?

Standard Shipping: 5 - 7 business days - Free
UPS 3rd Day Air: $35.00
UPS 2nd Day Air: $55.00
UPS Next Day Air: $75.00

2. How Can I Track My Order?

A tracking number will be sent once the order has shipped. Please allow 24 hours after receiving your tracking number before checking on the status of your purchase.

3. Does PARAVEL ship internationally?

We have recently begun offering international shipping to select areas at an additional charge. To see if your order qualifies, please contact our Customer Experience Team at [email protected]with the items you would like to purchase and your shipping address, including postal code and telephone number.

4. Do You Ship To PO Boxes?

Unfortunately, we do not ship to PO Boxes, or APO/FPO addresses.

5. Is A Signature Required For My Order?

We do not require a signature on our packages when they are delivered to residential addresses. However, a signature is always required when shipping to a commercial address.

Pre-Order Items

1. My Item Says Pre-order, What Does That Mean?

We pride ourselves on superb craftsmanship, and in order to ensure excellence, we limit production quantities. If an item is unavailable to ship immediately, it will be listed as pre-order. These items are still available for purchase, and doing so will guarantee that your pieces are reserved from our next production delivery.

When an item must be pre-ordered, an estimated ship date will be listed beneath the product description and in your cart. Once you’ve placed your order, you may contact us at [email protected] and we will be happy to keep you updated on its status.

2. When Will My Pre-order Item Ship?

When an item says “pre-order” an estimated shipping date will be listed beneath the product description and in your cart. Once you’ve placed your order, you may contact our Customer Experience Team at [email protected] and we will be happy to keep you updated. It is important that your address is up to date before the order has shipped. We will not be able to make any changes to an order once it has shipped.

3. My Pre-order Item Is Taking Too Long, Can I Cancel?

While we are unable to cancel an order, please note that you are welcome to return your items within 30 days of receipt. The returned items must retain all tags, be unused, and kept in their original packaging. In order to receive a full refund, you must provide a reason for the return and an RA number. Contact our Customer Experience Team at [email protected] to request an RA number. Returns that do not meet these criteria are subject to delays, and in rare cases, may be denied and returned to the customer.

Returns and Exchanges

1. What Is The Return Policy?

If you are unhappy with your purchase for whatever reason you are welcome to return your items within 30 days of receipt. The returned items must retain all tags, be unused, and kept in their original packaging. In order to receive a full refund, you must provide a reason for the return and an RA number. Contact our Customer Experience Team at [email protected] to request an RA number. Returns that do not meet these criteria are subject to delays, and in rare cases, may be denied and returned to the customer. Please note all hand-painted items are final sale.

2. Can I Cancel My Order?

While we are unable to cancel an order, please note that you are welcome to return your items within 30 days of receipt. The returned items must retain all tags, be unused, and kept in their original packaging. In order to receive a full refund, you must provide a reason for the return and an RA number. Contact our Customer Experience Team at [email protected] to request an RA number. Returns that do not meet these criteria are subject to delays, and in rare cases, may be denied and returned to the customer. Please note all hand-painted items are final sale.

3. Can I exchange my items?

While we are unable to offer an exchange, we are more than happy to help you with a return request in the event you are unhappy with your purchase. After the return is processed, we can also assist you with a new purchase of the desired item. Please note all hand-painted items are final sale.

For the return, please send back your items within 30 days of receipt. The returned items must retain all tags, be unused, and kept in their original packaging. In order to receive a full refund, you must provide a reason for the return and an RA number. Contact our Customer Experience Team at [email protected] to request an RA number. Returns that do not meet these criteria are subject to delays, and in rare cases, may be denied and returned to the customer.

Damaged or Wrong Items

1. I Received A Damaged Item Or Received The Wrong Thing, What Should I Do?

We are very sorry this happened and we will work quickly to resolve the issue. If you’ve received an item that is damaged or received the wrong item, please contact [email protected] and we will address this immediately. To expedite the process, please include a photo with your email.

Care and Repair

1. How Do I Care For My Pieces?

Following a few, simple care instructions will ensure the lasting quality of your Paravel pieces. Both our signature cotton and canvas fabrics are waterproof and oopsproof, so most stains will wipe off easily with water alone. For more stubborn stains, use a natural and gentle household soap and a soft cloth. We do not recommend using abrasive household cleaners, as they can adversely affect the special coating on your Paravel bags. For best results, treat stains as they occur.

Our leather is a natural Italian calfskin without synthetic top finishes. Like any natural leather, scratching will occur as it develops a beautiful patina over time. We like to think of the leather’s changing appearance as a testament to the adventures you’ve been on together. For any specific leather issues, we recommend you speak to your local leather repair shop or treat at home with commercially available leather polishers and cleaners.

We stand by our materials and our commitment to quality. For any specific care questions or concerns not addressed here, please email us at [email protected].

2. What’s Special About Your Canvas?

We’ve worked to create a fabric that, in addition to being beautiful, is also durable and waterproof. Our state-of-the-art cotton and linen canvases have proven to withstand liquids including water, red wine and even paint. Please check out the link below for a video demonstration.

3. Does Paravel Offer A Repair Service?

Cleaning and careful handling will extend the life of your items, ensure that they age beautifully, and help to avoid natural wear-and-tear as much as possible. Please refer to our care information for more details.

We believe in the quality of our products and will be happy to answer any questions you may have. Please contact us at [email protected] for more information.

4. Is There A Warranty For Luggage Items?

We believe in the high quality of our products. Please refer to our care guide for instructions on caring for your items.

In some cases, damage may be caused by travel carriers, particularly in-flight or transport damage. In these cases, damage should be reported immediately to the carrier, (e.g. airline or railway company) who is insured against this, after retrieval of goods from transport.

If you have additional questions, please contact [email protected].

5. What Should I Do If My Pieces Are Damaged While Travelling?

In some cases, damage may be caused by travel carriers, particularly in-flight or transport damage. In these cases, damage should be reported immediately to the carrier, (e.g. airline or railway company) who is insured against this, after retrieval of goods from transport.

We encourage you to present the issues to them immediately. For your convenience, we’ve created a list of carrier contacts if you need to report your items as damaged.

Carriers: Jetblue, Hawaiian Air, Alaska Air, Virgin, Delta, American Airlines, Spirit, Frontier, United, Southwest
Rail: Amtrak, Metro North, Long Island Railroad, New Jersey Transit

Site Issues

1. Having Trouble Logging In?

Double check to make sure that your password and email address are correct. If you are still having issues, try using the “Forgot Password” feature. For any persistent problems please email our Customer Experience Team at [email protected].

2. The Page Is Not Loading?

Try hitting the refresh button. If that does not work, ensure that you are running the most current version of Google Chrome, Safari, or Firefox, as our site is optimized for these browsers. If you are still having issues, just email our Customer Experience Team at [email protected].

Everything Else

1. Do Your Bags Come With Locks?

Our Grand Tour duffel bag and Stowaway collapsing suitcase feature durable two-way zippers that can be used with any TSA approved lock.

2. Will My Laptop Fit?

Our Memory Foam Pouch can accommodate laptops and tablets up to 14”x 10”x 0.75” or smaller, while our Courier bag can hold such items up to 12”x 8.5”x 0.75” or smaller.

3. Are Your Bags Carry-On Size?

Both our Grand Tour duffel and Stowaway collapsible suitcase meet the TSA Luggage Regulation for carry-on sizes.

4. Can I Have My Order Gift Wrapped?

We are working to offer gift wrapping in the near future. If you’d like to be notified when this service is available, please email us at [email protected] and sign up for our newsletter to be the first to know.

5. Can I Have My Pieces Monogrammed?

We are happy to offer hand-painted monogramming and emoji personalization in a wide range of colors, fonts, and designs. To customize your Paravel, select the personalization option on the product's page and follow the instructions before checking out. Please note, due to the hand-painted nature of the process, slight variations may occur in the final product. All hand-painted items are final sale. For any specific requests or questions related to monogramming please email us at [email protected].

6. Where Else Can I Buy Paravel Products?

Paravel products are only available on our site at www.tourparavel.com. This ensures that you are always getting the best value.

7. Do You Have End of Season Sales?

We are a direct-to-consumer brand, which allows us to offer the best prices to our customers year-round. As such, we will not be offering discounted pricing on our products. We encourage you to sign up for our mailing list and be the first to know when we offer special offers and promotions.