All heys.com.au orders are shipping out of our Distribution Center in Melbourne.

Heys Australia will ship your items via standard ground from our Distribution Center in Melbourne within 24-48 hours of receiving your order and the successful processing of your credit card payment. In the even that a delay may occur with your order, Heys Australia will contact you within 1-2 business days.

If you require an immediate delivery ETA or assistance with your order, please email shop.au@heys.com and a representative will get back to you.

Heys Australia will not be responsible for delivery delays due to unforeseen circumstances outside our reasonable control such as delays due to severe weather, natural disasters or strikes.

All shipping is done with Australian Post Standard ground shipping out of our Distribution Center in Melbourne.

Please "Log In" to your account and view its Order Status and tracking information. If you do not have an account set up, please create one using the same email address you used for your order.

Once your order is shipped via Carrier, you will receive an email providing you with your tracking number. Kindly click the link to view the status of your package. You may also “Log In” to your account to retrieve your tracking number.

Orders over $99 can enjoy free delivery.
Orders under $99 will have a $9.95 flat delivery fee applied.

Free delivery does not apply to New Zealand

After placing your order, you may click the "Log In" link at the top right hand side of our site to review your order status. When your order is shipped you will see your tracking number displayed in your account. You will also receive a shipment confirmation email along with a URL link to track your package on Australia Post website

Click the "Log In" link at the top right hand side to review the items purchased. If you have received your shipment, please check inside each piece to make sure the missing item(s) is not “nested” inside another product.

If the missing item is not “nested”, please email our our Customer Service representative for further assistance at Shop.AU@heys.com.

Click the "Log In" ink at the top right hand side of our site, then click on the order in question to retrieve your tracking number(s) (your tracking number will be displayed beside the Fulfillment Date). Click the tracking link provided to see your order status. If your package shows a status of “delivered” please email shop.au@heys.com for assistance.

Shop Heys does not accept Backorders. However, in the rare event, we will offer “Pre-Orders” for a new or popular style. If you decide to place an order for a “Pre-Order” your credit card will be charged at the time of purchase to “reserve” your piece.

Please make sure your billing name, address and phone number matches exactly with the information your credit card company has on file. If the information is not a complete match, your order will not be completed.

Shop Heys cannot charge a credit card if the order was not completed or if the payment failed.

Your monthly credit card statement usually displays your EXACT billing information. If you are still unsure, please contact your credit card issuing bank to confirm / correct your billing information. Also, if you have recently moved, the Credit Card company may still have your old address on file.

Sorry, Shop Heys does not price match.

Please crosscheck your Invoice with with your financial records. If you have further questions or concerns, please email us at Shop.AU@heys.com and our Shop Heys representative will get back to you.

If you are returning a product, credits can usually take up to 2 weeks from the time we receive your return.

If you are canceling an order that has not been shipped, please allow 2-4 business days for the credit to be issued.

However, credit card companies vary on the time it takes for a credit to appear on their customers' records. Please allow one to two billing cycles for the refund to appear on your statement, once it’s been issued.

Your credit card will be charged within 24 hours of submitting your order

Please click here for more information on returning an item.

If you feel that you have received the wrong product, please contact our Shop Heys representative within 14 days of receiving the product. If you are traveling, please make sure you contact us before you depart.

For shipping to America, please click here

For shipping to Europe, please click here

For shipping to Korea, please click here

For all other International shipping, please email Sales.AU@heys.com and your inquiry will be directed to the appropriate department.

Please see our Return Policy for details.

Please note we have different levels of luggage warranty. These levels are based on the different materials used on various styles. ie) German engineered Pure Polycarbonate material on the ELITE Series grants a 10 Year UNCONDITIONAL Warranty, while ABS/PC luggage affords a 5 year Limited warranty.

Visit our "Warranty Page” for more information.

Orders placed directly on heys.com.au will automatically register for warranty.

Any customers purchasing from a retail location, will need to register their warranty.

Please visit heys.com/register to activate your warranty.

This will depend on several factors, such as the make of product itself and the nature of the repair. Please email our customer service team at service.au@heys.com and a representative should be able to provide an estimated date.

You cannot reset your lock combination without knowing the original combination you had set. You can buy bolt cutters to break open your lock - but there is another more simple solution if you have 15 minutes to spare. Simply try all the possible combinations from 000 - 999 ( 000, 001, 002, 003 through to 999) It may sound like a laborious task, but it should only take you 15 minutes to go through all the numbers - and it will save you from breaking your lock. So it’s the best solution if you forget your combination code. Try it out instead of breaking your lock and having to buy a new one..

Please view the instruction manual ( included in the purchase ) or follow the instructions - Here

The Keyhole on your TSA lock is for TSA personnel ONLY. It allows them to open, inspect and re-lock luggage if necessary. This applies to passengers arriving and/or connecting to the United States. Unless you own the Smart Luggage, the new innovative technology suitcase that comes with a built in App controlled TSA Lock and a set of keys.

This applies to passengers arriving into the USA and connecting to other flights.

The Transportation Security Administration (TSA) requires access to air passengers' luggage for security screening in the USA, sometimes without the passenger being present. To allow luggage to be locked for protection against theft, the TSA has approved certain locks, identified by a logo on the locks. TSA personnel’s can open and inspect your luggage and then re-lock your luggage with a master TSA key. If TSA officers require an inspection on your luggage and you do not have a TSA Lock, then they may break your Lock to inspect your luggage.

If you cannot find the size of a product that you are interested in, please send us an email at Shop.AU@heys.comand we will see if we can accommodate your request.

If you know the name of the product you would like to purchase, please the magnifying glass on the top right hand side of the screen. If you have any trouble locating a product, feel free to contact our customer service for assistance.

Heys has launched several styles of xScales, please view the instruction manual ( included with your purchase) on how to replace the batteries on your xScale.

If you are unsure, please email us at service.au@heys.com for further assistance.

We put a clear coating of protective film, on most of our glossy surfaced luggage’s. The clear film helps protect your bag from any scratches, or scuff marks while the luggage is in transit.

We are open only for order pick-up are our main location.

Working hours are Monday to Friday, 9am - 5pm AEST.

Please click here for our company contact information.