Refunds & Returns

Our Quality Guarantee

At Fly First, we've been in the luggage business since 1911, so quality is extremely important to us.
All our products are quality tested to rigorous standards – so that we can be sure we keep the high quality our customers deserve.
If your product has developed a fault, or you are unhappy with the quality for any reason, you're covered by our Quality Guarantee.

Please reach out to our Customer Service Team at enquiries@flyfirst.com.au for your options. Please include in your email:

• Your order number / proof of purchase
• The product description & number of units
• Description of the fault with the product
• Image of the fault with the product
• Let us know if you'd like a replacement or a refund for your items

Our 30-Day Change of Mind Policy

Fly First offers free returns for eligible items within 30 days from the date of purchase if you change your mind, provided the following conditions are met:

• Proof of purchase must accompany the product being returned. You will need to provide the original Fly First receipt # or online tax invoice for the item(s).
• The product must be unused and in its original packaging.
• Any items that are for personal use (such as ear plugs) are not available for return.
• The item is not a Clearance or Final Sale item.
• The item is not a Gift Card.
• The item was not monogrammed, personalised, or modified in any way.
• Original shipping value is non-refundable.
• Item(s) are being returned within Australia (See our International Return Policy for returns outside of Australia).
• Item(s) are submitted to Australia Post within 7 days of labels being provided.

To arrange a complimentary return within Australia:

For Online Orders:

Go to https://globite.returns.starshipit.com/ and follow the prompts.

For In Store Orders where you provided your email address for the order:

Log into your flyfirst.com account using the email attached to the order.
Go to the orders tab, click on Return Order, and follow the prompts.

For In Store Orders where you did not provide an email address:

Email enquiries@flyfirst.com.au with your Order # and a photo of the receipt.
They will attach your email address to the order, and provide you with a return shipping label.

Once your order has been returned to our warehouse, and we have confirmed it meets the conditions outlined in our return policy, we will process your refund against the original payment method used to purchase the goods.
You will receive email confirmation that your return has been processed. Please allow up to 7 days for the funds to appear against your account.

International Returns Policy

International returns are accepted on eligible items within 60 days from the date of purchase if you change your mind, provided the following conditions are met:

• Proof of purchase must accompany the product being returned. You will need to provide the original Fly First receipt or online tax invoice for the item(s).
• The product must be unused and in its original packaging.
• Any items that are for personal use (such as ear plugs) are not available for return.
• The item is not a Clearance or Final Sale item.
• The item is not a Gift Card.
• The item was not monogrammed or modified in any way.
• Original shipping value is non-refundable.
• Discount codes for first time sign ups can't be used in conjunction with promotions.
• Note: the customer is responsible for the cost of return shipping.

To arrange for an International Return, please email enquiries@flyfirst.com.au.

Once your order has been returned to our warehouse, and we have confirmed it meets the conditions outlined in our return policy, we will process your refund against the original payment method used to purchase the goods.
You will receive email confirmation that your return has been processed. Please allow up to 7 days for the funds to appear against your account.