FAQ

In addition to being available for purchase on our own website, Princess Traveller products are currently sold at Bol.com, Travelbags.nl, Littlegreenbag.nl and in stores and online at Blokker. You can also find our suitcases on sale at other stores.

If you have a question for our customer service team, please contact us via the contact form. We will do our best to respond within 24 hours, but no later than 3 business days.

Unfortunately, there is no clear-cut answer to this question, as regulations can vary quite a bit from one airline to another. Our first piece of advice is therefore to always check the most recent information on the website of the airline you’re flying with. This will help you avoid extra charges at the airport. Here you’ll find an overview of all carry-on baggage rules and maximum dimensions for each airline.

We manufacture most of our carry-on suitcases in the size 55x35x20 cm, making them suitable as carry-on luggage for many airlines. Most airlines have a height limit of 55 cm, a width between 35 and 40 cm, and a depth between 20 and 25 cm. Our standard carry-on size fits perfectly within these limits. Not all of our carry-on suitcases are this size, so be sure to check the specifications.

Also, keep in mind that some airlines charge extra for carry-on luggage. The rules are always changing… So check, check, and double-check!

The scale runs on a battery that you can access through the battery compartment, located on the inside of the suitcase behind the service zipper.


1. Locating the battery compartment: open the service zipper inside the suitcase and slide open the battery compartment cover.

2. Remove the plastic tab: on a new case, there is a plastic tab between the battery and the contact. Carefully remove this tab and close the cover. The scale will often work immediately afterward.

3. Replace the battery: If the scale still doesn’t work, the battery may be dead. The scale uses a CR2032 coin cell battery. Always insert a new, fully charged battery and make sure it is positioned correctly according to the plus and minus markings.



Have you followed these steps and is the scale still not working? Please feel free to contact us.

That can happen, because the label is a bit hidden. You can find it under the handle of the trolley system. When you pull out the trolley system, you’ll see the NoLongerLost label right away. Can’t find the label there? Please contact us!

If you unzip the lining of the suitcase, you’ll find a sticker that includes the item number. With this information, our customer service team can help you determine which replacement part fits your suitcase.

Part of our product range now consists of sustainable luggage. Be sure to check out the page for the I AM Green Collection. Our ambition, of course, is to continue expanding this range, with the ultimate dream of becoming the most sustainable travel brand in the world. We’re not there yet, but we’ve set our sights on the horizon and we’re well on our way!

At the bottom of the I AM Green Collection page, you’ll find the models made from recycled materials. These include the Atlantic, Sumatra, and Harlem collections. Our goal is to continue expanding this collection.

In addition to being made from durable materials that last a long time, the suitcases are actually crafted from recycled (and therefore reused) materials. These include old PET bottles, such as plastic water bottles. We use these to make the suitcase shells, as well as the zippers and the inner lining.

We can also make the suitcase components from old fishing nets and ropes. The cool thing about this is that it’s actually waste that’s been cleaned up and collected—waste that was polluting our land and oceans—and now we’re using it to make the parts for our suitcases!

For more information, please visit the collection page of the I AM Green Collection.

On the contrary, we can actually make very durable products from PET and PP (old fishing nets and ropes). Furthermore, all our products must meet strict quality standards, which are also subject to testing. As a result, all our products offer the high quality you would expect from travel products.

We aim for a delivery time of 3 business days. If it takes longer, we will contact you.

Of course! As soon as we ship your suitcase, you’ll receive a tracking code at the email address you provided during the ordering process.

You can currently pay via iDeal, credit card, Bancontact, and checkout via bol.

Checkout via bol is a payment method that allows you to complete your order with Princess Traveller using your own bol.com account. You will be redirected from our checkout page to bol.com, where you can log in and proceed directly to checkout without having to re-enter your address or customer details. Bol.com will automatically fill in all the information for you.

If you choose to pay later via bol, the entire payment process will also be handled by bol.com. They manage the payment terms, reminders, and further follow-up. As soon as your order is received by us, we will process it as usual.

Checkout via bol.com makes ordering from Princess Traveller extra easy. You don’t have to re-enter your information, because bol.com automatically retrieves your address and customer details. Just log in and you can complete your order right away.

In addition, you pay later through bol. The invoice and payment terms are fully managed by bol.com. Everything stays organized within your bol account, while you can order quickly, securely, and without any extra steps through our webshop.

In this case, it’s best to contact the Princess Traveller sales location where you purchased the product. They will inform you of your options. It is important that you bring your proof of purchase with you.

Click here for more information about returns.

Setting up your lock is very easy and takes just a moment. Each suitcase comes with an instruction manual that explains how to use the lock on that specific suitcase.

Tip: Choose a code you won’t forget easily and write it down somewhere! If you’re still having trouble, send an email to info@princesstraveller.com. In your email, please include at least the model name and the item number. For your convenience, you can attach a photo of the lock.

If you’ve set a combination for your lock and have forgotten it, there’s a simple trick or a reset mode to recover it. Since we don’t want everyone to know this trick, we’ll send it to you separately via email.

You can request the instructions via the lock reset page

The TSA lock is used exclusively by customs officials to gain unrestricted access to your luggage, for example, when they need to inspect the contents of your suitcase for security reasons. They are authorized to do so, and if your suitcase does not have a TSA lock, they would, in theory, be permitted to break open your suitcase and lock. This is not yet the case for customs officials in all countries, but in the United States, for example, it is already mandatory.

More and more countries are adopting this practice. It is therefore convenient and safe to have a TSA lock on your suitcase. The key is not included; you set the lock yourself using a combination code.

TSA stands for Transportation Security Administration and is a security agency of the U.S. Department of Homeland Security that was established following the 9/11 attacks. This agency oversees the security of travelers to and from the United States.

When you fly to the United States, your suitcase may be opened for inspection by TSA personnel. Of course, they only do this when there is a valid reason. With a TSA lock, they are the only ones who can open your luggage.

If your suitcase does not have a TSA lock, they will force the lock and break open your suitcase. More and more countries are using TSA locks at customs.

After the inspection, TSA agents will leave a note in your suitcase to let you know that they have opened and inspected it.

Click here for all information about the warranty.

Click here for all information about the warranty.

Unfortunately, it won’t be possible to remove the dent without leaving a mark. The force that caused the dent has stretched the material, and this will remain visible. You can try heating the dent with a hair dryer, alternating between the inside and outside, and then pushing the dent back in with a firm, blunt object.

If your suitcase is damaged during your trip—for example, at the airport or on the plane—this is unfortunately not covered by our warranty. If this happens, it’s best to report it immediately to the airline you traveled with, as they are liable for the damage incurred. At the airport, you can ask for the PIR form (Property Irregularity Report) at the baggage service counter in the customs hall. Be sure to take photos of the damage as evidence. After receiving your luggage, you have seven days to file a written claim with the airline. Include the complaint form and your PIR form with your claim.

Don’t panic! Your suitcase isn’t broken—our ABS/PC (polycarbonate) suitcases, which are mainly our printed models, are protected by a thin, transparent film that can be removed. Once you remove this film, the suitcase will look even better.