FAQ

Frequently asked questions. Contact us if you have any more

Instructions on setting your lock

What is the default code for my lock?

All locks are set to a default code of 0-0-0. Should this combination fail, please take your bag to a Cellini store to have the lock reset.

How do I change the combination on my lock?

Padlock:

  1. The default passcode for your new lock is 0-0-0.
  2. Open the lock with the factory set or previously set combination and pull up the shackle to open (a).
  3. Rotate the shackle 90° counter-clockwise and press the shackle all the way down (b). Hold down and continue to turn another 90˚ counter-clockwise (c).
  4. Set your own combination by turning dials (c).
  5. Pull up the shackle then turn back as normal. The setting is now complete.

 

Please ensure you remember your personal combination or write it down in a safe place so that you can go back to it if you forget it.

Luggage Lock:

  1. The default passcode for your luggage lock is 0-0-0.
  2. Open the lock with the factory set or previously set combination
  3. Press down the little reset button with a pen (a). This is usually found near the dials (b) or side of the lock
  4. Remove the pen. The button will remain in this position until the process is complete.
  5. Set your own combination by turning the dials (b).
  6. Slide/ push the TSA release button across (c) and the reset button will go back to its original position.
  7. The setting is now complete.

 

Please ensure you remember your personal combination or write it down in a safe place so that you can go back to it if you forget it.

Clasp Luggage Lock:

  1. The default passcode for your luggage lock is 0-0-0.
  2. Open the lock with the factory set or previously set combination.
  3. Find the reset button at the back of the lock and push it from the OFF position to the SET position (b).
  4. Set your own combination by turning the dials (c) until your selected combination is displayed in the display window (d).
  5. Push back the reset button to the OFF position (b).
  6. The setting is now complete.

 

Please ensure you remember your personal combination or write it down in a safe place so that you can go back to it if you forget it.

My lock is stuck/ won’t open. What should I do?

Living in/visiting South Africa:

Please take your case or lock to the nearest Cellini store.

The store will assist in having the lock reset for you.

To find a store near you please click here www.celliniluggage.com/storelocator

Living/ visiting internationally:

To access your luggage in an emergency situation, the easiest way to open your bag without damaging it would be removing the zip puller from the zip slider by using a flat screwdriver or a butter knife.

A padlock can be used to secure your luggage if the pullers contain a lock ring.

Please note that Cellini does not have stores or dealers beyond South Africa to assist with the reset/ repair of your case. A specialist luggage store in your area may be able to assist you.

Delivery, order and guarantee

How long does delivery take?

The delivery times for an order are within 5 - 7 working days from the date that the order is dispatched from the distribution centre. We do strive to deliver as soon as possible.

How do I track my order?

Once the order has been dispatched you will receive a tracking number for your parcel.

The parcel can be traced with Night Wing couriers or telephone number 0860 268 7437.

How do I return/exchange my product?

Please send an email to contactus@celliniluggage.co.za with a refund or exchange request.

Include the collection address and we will arrange to have the parcel collected as soon as possible.

Please pack the product in its original packaging or another packaging for protection during transit.

Once the parcel arrives at our warehouse, the product/s will be inspected before the return/exchange can be authorised. This process takes between 3 - 5 working days (longer during high-volume periods)

Should you choose to exchange the item and it costs more than the original item ordered, we will advise you on how to pay the outstanding amount. If the exchange item cost less, you will be required to include your banking details in the exchange request email, for the credit.

If you require a full return, the transaction will be reversed to the payment method chosen during checkout

Where should I send my Cellini product for repair?

Living in/visiting South Africa:

Please take your case to any Cellini store or dealer.

The store will be able to assist you in arranging for your bag to be sent to the repair centre for assessment and/or repair.

To find a store near you please click here www.celliniluggage.com/storelocator

Living/ visiting internationally:

Please note that Cellini does not have stores or dealers beyond South Africa to assist with the reset/ repair of your case. A specialist luggage store in your area may be able to assist you.

Please send an email to contactus@celliniluggage.co.za for assistance with regards to spare parts.

Where can I order spare parts?

Living in/visiting South Africa:

You can place an order for spare parts at any Cellini Store.

Please be sure to have a full image of your bag and of the spare part you need.

Living/ visiting internationally:

Please send an email to contactus@celliniluggage.co.za requesting spare parts.

Please include a full image of your bag and the spare part you need.