Frequently Asked Questions
I am a consumer
Buying our collection
Where can I buy Enrico Benetti bags and suitcases?
Nice that you visit our website and are curious where you can buy an Enrico Benetti item. Unfortunately, you cannot directly place and order your favorite bag or suitcase in your shopping cart here. We have, however, collected the points of sale. Find a store near you or look at one of the webshops.
Important: Many stores have a selection from our wide collection. It is, therefore, useful to first contact the store to inquire whether your favorite bag or suitcase is available or can be ordered. Keep the article number (and serial name) to hand.
Can I buy Enrico Benetti bags and suitcases directly on this website?
No, as a consumer you cannot order items directly on our website. As a brand, we leave the sale to our retailers. View the points of sale and find a store in your area or look at one of the webshops.
Important: It is useful first to contact the store if your favorite bag or suitcase is available or can be ordered. Keep the article number (and serial name) to hand.
What should I do if I cannot find my favorite bag at one of the points of sale?
Can't find your favorite item in one of the webshops based on the article number (and serial name) and does the store in the neighborhood not have it in stock? Ask them to contact us and together we can find a possible solution.
What does the suggested retail price mean?
On our website, we display the recommended retail price for our items. This is the price that we advise retailers to use. Of course, retailers are free to determine their selling prices themselves, so it may happen that there are (promotional) other prices.
Why can't I find my favorite bag on the website (anymore)?
We show the latest and best of our collection on our website. We therefore no longer display articles that we remove from our range in public. It is also possible that the item is (temporarily) sold out and therefore not shown. Are you looking for a specific bag? Please contact our customer service.
Guarantee
What is the warranty on the bags and suitcases of Enrico Benetti? And where do I submit a claim or complaint?
Enrico Benetti products are designed and manufactured according to strict quality standards. Is there something wrong with your Enrico Benetti item? There is a two years guarantee on factory faults, such as zippers and stitches, starting on the day of purchase (purchase receipt). Other types of damage due to improper use, wear, and damage by third parties (eg baggage handling at the airport) are not covered by the guarantee. In case of damage within the warranty conditions, please contact the store where you bought your bag or suitcase. Purchased abroad? Please contact our repair department via service@enrico-benetti.nl. Please describe the problem clearly and add photos that show the default. Also, add a photo or copy of the purchase receipt.
Suitcases and locks
Which locks do you use on the luggage?
The lock differs depending on the suitcase model. Within our collection, we have suitcases with key locks, TSA (number) locks and number locks.
How do I set up my suitcase lock?
A combination lock of a suitcase is automatically set to the code 000. In order to set a personalized code, the method differs per lock.
TSA combination lock with 3-point lock:
This case closes by means of clips on the three sides of the suitcase. The main closure is provided with a TSA combination lock. This lock is set to code 000 by default. You can personalize this code; set your desired code by following these steps:
- Open the clip with the TSA lock
- Slide the slider to "set"
- Set the desired code by turning the wheels
- Slide the slider back to 'off'
Your personal code has been set. Remember it well, because now your suitcase will only open by entering this personalized code.
TSA combination lock with zipper and push-button:
- Set the three wheels with numbers on the standard code 0-0-0
- Press the button on the top or side of the lock
- The pullers of the zippers pop out of the lock
- Take a pen or other narrow object and press the catch on the side of the lock
- Set the desired code by turning the wheels
- Press the button on the top or side of the lock again until you hear a click.
Your personal code has been set. Remember it well, because now your suitcase will only open by entering this personalized code.
TSA combination lock with zipper and slider:
- Set the wheels of the lock to the standard code 0-0-0
- Slide the button sideways and the pullers of the zippers will pop out of the lock
- Take a pen or other narrow object and push the catch onto the lock
- Set the desired code by turning the wheels
- Slide the button sideways again, the catches will rise.
Your personal code has been set. Remember it well, because now your suitcase will only open by entering this personalized code.
TSA padlock on zipper:
- Set the wheels of the padlock to the standard code 0-0-0
- Press and hold the catch on the lock with a pin or other narrow object
- Set the desired code by turning the wheels
- Release the catch so that it shoots up again
Your personalized code has been set. Remember it well, because now your suitcase will only open by entering this personalized code.
To safely lock your suitcase or travel bag, take the padlock through the eyelets of the pullers of the zippers. Click the lock well and rotate the numeric code on a combination other than your personalized code.
I have forgotten the code of my suitcase, how can I get it open?
If you do not remember your personal code, you can contact our customer service. Hopefully, we can help you to open the lock again.
There is no key to my suitcase lock, but there is a keyhole. (TSA lock)
This is probably a suitcase with a TSA lock, recognizable by the red shape on the lock, often with the letters TSA around the keyhole. These locks are intended for security personnel at the airport, who can open these locks with a universal key, without damaging the lock. The lock closes like a regular (number) lock.
Organization
Where can I read more about Enrico Benetti?
On our About us page, you can read more about the company Enrico Benetti.
Where and how are Enrico Benetti bags and suitcases made?
The production of our bags and cases takes place in China. For pleasant cooperation with our suppliers, we also have employees and an office in Hong Kong. All purchases and sales are carried out from the Netherlands. In the entire process from production to delivery, good working conditions are paramount and we work according to strict quality standards.
Is the answer to your question not included? Please contact our customer service.
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I am an Enrico Benetti dealer
Become an Enrico Benetti dealer
I am a retailer and would like to become an Enrico Benetti dealer. Where can I request a customer account?
If you are interested as a retailer to sell the Enrico Benetti collection in your store, you can apply to become a dealer. After submitting this form we will process your application personally. If there are no objections, you will receive a confirmation e-mail and it is possible to create an account and place a digital order immediately. You are also welcome to make an appointment without obligation in one of our showrooms in Oud-Beijerland or at the Trademart in Utrecht. Make an appointment through our office.
Where can I read more about Enrico Benetti?
Read more about the Enrico Benetti brand and its history at www.enrico-benetti.nl/about-us.
Placing an order as a dealer
How do I log in?
If your customer request has been approved and you have created an account, you can now log in on the Enrico Benetti website with the login details. Click in the top right on the puppet and then on 'Log in'. Enter your login details and click on 'confirm'. You can also choose 'Dealer login' at the bottom of the page by Dealer info.
How can I place an online order?
To place an order, log in first. You can then view the entire collection and order it directly. Click on the relevant article, view photos and different colors, if required, and then choose the number of each color you want. Click on 'Click & order'. Now, these items have been added to your shopping cart. Continue shopping this way. Then click in the top right on the shopping cart and 'show basket' to view it and continue. Check and possibly change the order here and choose 'Continue to checkout'. After this, you can change the billing address, place any comments and complete the order with the payment.
How do I pay for digital orders?
We ask that you pay through Ideal or bank transfer for the first two orders that you place. After this, it is possible to pay through your account.
I am already an Enrico Benetti customer, but I do not have a customer account for the website. How do I request it?
Just like a new customer, you request a new customer account via www.enrico-benetti.nl/register. We will process your request personally and will create an account. You will receive this by e-mail and with it you can now order digitally.
What is the minimum order amount and what are the shipping costs?
A minimum order amount of €100 per order applies to all (online) orders. Delivery in the Netherlands, Belgium, Luxembourg, and Germany costs €7.50 shipping costs. For all other European countries, the shipping costs are € 15. Orders from € 250 are delivered free of charge throughout Europe.
The export document costs € 27.50 for countries outside the European Union. The associated freight costs vary per destination and can be requested via info@enrico-benetti.nl
What is the delivery time?
The delivery time of the order depends on the stock. We strive to send the items that we have in stock within 1 day. Items that are still underway from our supplier may have a longer delivery time. We will inform you about this.
How do I know if items are in stock?
As soon as items are in stock, they will be displayed on our website. If you are logged in, you will see the stock per color. For example 'more than 100 pieces available' or '20 more in stock'. When there is no more stock, the item is no longer displayed. Sometimes an item comes back in stock. Questions about the stock of a specific product? Contact our office.
We handle our stock with the greatest possible care. Unfortunately, it can sometimes happen that a product is no longer in stock during the processing of the order. In that case, you will be notified and the purchase amount will not be charged.
Where can I find my orders and invoices?
If you are logged in, you will find your orders, contact details, and invoices under My account. Invoices can be downloaded here as PDF and orders can be viewed here and possibly immediately reordered
I want to (re)order items quickly, how do I do that?
If you are logged in, you will find your orders under My account. When ordering, click on 'Reorder' to place the relevant items directly in your shopping cart. This can still be adjusted and supplemented for a new order.
You can also order directly by item number by entering the item number with color number and the quantity in My account on the left under 'Quick order with an item number'. It is important that you write the article number and color code together. For example: 47191001
I have forgotten my account password, how can I request it again?
When logging in, choose 'Forgot your password?' If you enter the address of your account here, we will email a link with which you can create a new password.
Other dealer information
Where can I come to see the bags and suitcases of Enrico Benetti?
We welcome you as a retailer in one of our showrooms. In Oud-Beijerland and at the Trademart in Utrecht we have all bags and suitcases in all colors. Make an appointment without obligation with one of our sellers via the office. We also have a large exhibition stand at ILM Offenbach (Internationale Lederwaren Messe) in Germany. We will be present at this major international trade fair in the spring and autumn. View location and data at www.enrico-benetti.nl/hoofdkantoor.
When will the new collection come out?
We work on the Enrico Benetti collection throughout the year, so new series come out throughout the year. As soon as they are in stock, they will appear on the website. Twice a year we publish a catalog that is sent by post to our dealers. This contains the newest and best articles from our collection. The Autumn / Winter catalog always comes out in June and the Spring / Summer catalog in late December. The catalogs can also be viewed digitally. Retailers are kept informed of the latest collection with a monthly e-mail newsletter.
Can I receive a catalog by post?
You can view our catalogs digitally. Are you a retailer and would you like to receive the latest catalog by post? Then mail your address to info@enrico-benetti.nl.
How do I stay up to date with news, the latest collection, promotions, sale, etc.?
If you have an Enrico Benetti customer account, you will regularly receive the email newsletter from Enrico Benetti. It shows new items, special promotions, and sale items. We also place new items and promotions on the homepage, you can view the retailer news and view the inspiration page.
Can I also use the photos from the Enrico Benetti collection on my own website?
Yes, we take photos of different views with the greatest care of all articles. When you log in as retailers, you have access to our image bank. It contains all the articles in all colors. These pictures are intended to promote the Enrico Benetti brand and may therefore only be used for this purpose. Specifications for the use of product photos and atmospheric images are described in the conditions, with which you automatically agree when you download the photos. The conditions can be viewed on the image bank.
Is there more product information available for me as a retailer?
The image bank contains all article photos and atmospheric images that you may use to promote Enrico Benetti. In this image bank, you will also find PDF documents from the catalog, associated price lists and an overview of all descriptions and specifications of our articles. (Specifications for the use of product photos and atmospheric images are described in the terms and conditions, with which you automatically agree when you download the photos. The terms and conditions can be viewed on the image bank.) Do you have a specific question about an item? Then please contact our office.
I can't find a certain article on the website, why is that?
If you are not logged in as a retailer on the website, you will see the public version of the website. This is therefore open to everyone and only shows our newest and best articles. The articles only show the suggested retail prices and there is, of course, no order option. Special editions and, for example, sale items are not shown here. If you log in as a dealer, you will see all the items that are in stock with us, with the purchase price included. Items that we do not have in stock, for example, because they are sold out or because they are brand new, are not (yet) shown.
Can I pre-order new items that are not yet on the website?
Yes, we only show items in stock on our website, but you may have seen brand new items in the new catalog that you want to pre-order. Then mail to sales@enrico-benetti.nl.
Dealer contact
What are the contact details of the head office?
For all questions regarding sales, administration, and marketing, you can contact the office in Oud-Beijerland as a retailer. On this page, you will also find the data of our office in Hong Kong and the showrooms that we have in the Netherlands and Germany.
What is the warranty on Enrico Benetti items?
Enrico Benetti's products are designed and produced according to strict quality standards. Is something wrong? There is a 2-year warranty on manufacturing defects, such as zippers and stitching, starting on the day of purchase). Other types of damage due to incorrect use, wear, and damage caused by third parties are not covered by the warranty. For example, in the event of damage due to baggage handling at the airport, you can turn to the airline. Within the warranty period, customers can come back to you at the store. Then contact us via service@enrico-benetti.nl. Clearly, state what is going on and add a photo that shows what is broken and also send the purchase receipt. Then we provide a suitable solution. Always keep the purchase receipt, this is your guarantee certificate. Make a copy if necessary, vouchers can fade over time.
I have received a defective/incomplete product, what now?
Have you received a delivery from us, but is there a defect or are you missing an item? We apologize, just contact our office and we will make it as good as possible.
I am an Enrico Benetti dealer, but I am not on the points of sale page. What's up with that?
Dealers from Enrico Benetti come in all shapes and sizes in many countries. We have compiled the list of points of sale with great care. If you are not listed as a retailer, please send us an email and we can still add your store(s).
Can I also receive POS material for my store from Enrico Benetti?
We currently have no standard point of sale material from Enrico Benetti. We can, however, look into the options in the consultation. For this, contact the office and ask for the marketing department.
Is the answer to your question not included? Then contact the office.