Frequently Asked Questions

All

Shipping, Returns & Cancellation

Warranty, Service & Support

Security and Locks

Luggage Care and Usage

Product Information

How can I avail warranty on Nasher Miles products?

Your Nasher Miles product comes with a warranty that can be availed simply by dropping us a mail at customercare@nashermiles.com, or by clicking on the whatsapp chat icon on the website. We'll handle everything from there!
What is the warranty on Nasher Miles products? Do I get a warranty card ?

Your Nasher Miles Products come with different warranties: 6 months, 1 year, 2 years, and 3 years Limited Warranty including 1-year warranty on accessories. The best part is that you don’t require a warranty card for the Nasher Miles product. Your Tax invoice acts as your warranty card and your Order ID number is your warranty registration number.

The warranty covers repairs or replacements for any defective materials or components. However, please note that wear and tear from regular use and scratches are not covered.
Does Nasher Miles offer an international warranty?

Yes, we provide an International Warranty with the following coverage:

Damage to Accessories: If any luggage accessory such as wheels, side and top pick-up handles, telescopic handle, or lock is damaged, we will ship the necessary parts to you along with detailed video instructions for fixing them.

Crack to Shell: If the shell of your luggage cracks, we can offer a replacement within India. Unfortunately, international replacements for cracked shells are not available at this time.

Issue with Zipper: If the zipper is damaged, repairs are available in India only.

Backpacks: Please note, backpacks are not covered by our International Warranty.
How many service centers do you have? Where are they located?

At Nasher Miles, we offer comprehensive at-your-door service across India for all under-warranty products, with no additional charges to the customer. In India, we operate 3 main service centers located in Mumbai, Gurgaon, and Bangalore. Additionally, we provide repair services in other cities through a network of repair associates and partnered retail stores.
Do you offer a paid repair service?

Yes, we offer a paid repair service. To initiate the process, please send an email to customercare@nashermiles.com with images of the required repairs. Our service team will review the information and provide you with the next steps, including the cost of the repair.
How can I order spare parts from Nasher Miles?

To order spare parts for your luggage, send an email to customercare@nashermiles.com with the following details:
1. Images of the required spare parts
2. Invoice copy (if available)
3. Product size

Once we receive your request, our service team will check the availability of the spare parts and provide you with the cost and shipping details.
How long does the luggage or backpack repair process take?

If your luggage or backpack requires repair, we will arrange to have it picked up from your location and sent to the nearest service center. Depending on the type of repair needed, the process typically takes 5-7 business days for the actual repair. Once the repair is complete, we will promptly dispatch the item back to you.
What is your shipping policy?

We have warehouses located in Mumbai, Haryana, Bengaluru, and Kolkata. Based on product availability, your order will be dispatched from the warehouse closest to your location. Our shipping partners typically take 1-7 days for delivery. You will receive the tracking details once your order has been dispatched.
What is your return policy for products purchased from the website?

We provide a 7-day return policy for all products purchased from our website (www.nashermiles.com). If you’re not fully satisfied with your purchase, you can return it for a 100% refund. Please note that the item must be unused and returned in the original condition you received it.
Are there any shipping charges?

We offer free shipping on prepaid orders above INR 500. For orders below INR 500, a shipping fee of INR 99 is applicable.

For Cash on Delivery (COD) orders, an additional fee of INR 99-199 is applied, depending on the order value.
How do I make a return?

You can place a return request from the website - Return Order or My Account
Or you can click on the Whatsapp chat button on our website and chat with one of our customer service representatives to process your return.

Please note that in order to process your return:

1. You must pack the product back in its original packaging.
2. Keep the product in the same carton box it was shipped in.
3. Please ensure that the product remains in its original, unused condition, with all original tags still attached, before returning it.
How long will it take for my refund to be processed?

Our customer support team goes above and beyond to ensure you have the best possible experience.

Our team is working diligently to process your refund requests as quickly as possible. At present, refunds are typically processed within 6 to 7 business days from the date of request submission.
What should I do if I receive an order that is damaged, incorrect, or incomplete?

If you receive a damaged, incorrect, or incomplete order, please contact us within 48 hours of delivery. Our team will investigate your issue with our delivery agents. We will work to provide you with a prompt resolution, and will respond within 3 days of receiving your complaint.

Please ensure to include the following images when submitting your complaint: the shipping label, tag label and a short video showcasing the box and its contents. These details can be found on the box or packaging.
What should I do if my order shows as delivered, but I haven't received it?

If you receive a delivery confirmation text but have not received your order, please contact us within 48 hours of receiving the message. Our team will investigate your inquiry with our delivery agents, and assist you in resolving the issue within 3 working days.
What should I do if I want to cancel my order?

You can cancel your order by visiting the "My Account" section. Alternatively, feel free to reach out to us via call or WhatsApp at 9930076456, or you can email us at customercare@nashermiles.com.

Please note that our team can assist you with cancellations only before your order has not been packed. If it has already been packed, we won't be able to process the cancellation on our end. However, you can refuse to accept the order upon delivery, and a refund will be initiated back to your original payment method in case of prepayment.
What should I do if I ordered multiple products but only received one?

For orders containing multiple products, please be aware that we will ship each item individually, depending on availability at the warehouse nearest to you. As a result, you may receive the products at different times and separately rather than all at once.
Why is my order for a luggage set shipped in a single box?

For orders that include luggage sets, please be aware that the entire set will be packaged within a single box. Our luggage sets are designed for convenience, allowing the smaller pieces to nest inside the larger ones, optimizing storage space.
What should I do if I need to update my PIN code, address, or contact information?

Once your order is placed, we can assist with changing the pin code, address, or contact details as long as your order hasn’t been packed for delivery. In the situation that these details cannot be changed, we kindly ask that you cancel your order and place a new one with the updated information. For assistance with this process, please contact our customer service team.
What should I do if my pin code isn’t serviceable and I need to get my Nasher Miles Returned?

If your return request involves a pin code that is not serviceable, please self-ship your order to the nearest warehouse. A member of our customer service team will contact you with the warehouse address. Once your order has been delivered, kindly provide us with the proof of delivery to confirm receipt of the correct order. We will reimburse the courier charges you incur.
What should I consider when returning my Nasher Miles order?

All products must be returned in their original packaging and with all original tags attached. Please make sure to remove any personal belongings from the items before returning them, as we cannot ensure their safety during transit to the warehouse due to third-party vendors being involved.
How long will it take to receive my order from Nasher Miles?

Your new travel companion will be delivered within 2 to 7 business days. Please keep in mind that not all of our third-party courier partners accept UPI payments/Card Payments for cash on delivery (COD) orders.
How can I place a bulk or corporate order?

Please send us your requirements along with your phone number at customercare@nashermiles.com, and our sales team will reach out to you shortly.

P.S. We offer special pricing just for you!
Do you have a retail store that I can visit?

Great news - we’re thrilled to invite you to visit us in person! Our stores are now open in all major cities, and we can’t wait to welcome you. Simply use our store locator to find a location near you. Come by and experience what we have to offer—we look forward to seeing you soon!
Can I collect my online order from a nearby retail store?

At this time, we’re unable to offer in-store pickup for your online orders. But don’t worry! We’ve got you covered—every order you place on our website will be delivered straight to your doorstep via our speedy courier service.

Sit back, relax, and let us bring your favorite travel companion right to you!
What is a normal lock and how to use it?

Keys are not needed to lock the bag. The following steps have to be followed to set the combination for the normal/non-TSA locks:

1. The lock is pre-set to 0-0-0.
2. Push the button towards the outside.
3. While in this position, set each number to your selection.
4. Release the button and your number is now set.
5. Take care when setting the numbers and do not release the button while setting it.

Please click the link below to reset your luggage's number lock code:

1. English
2. Hindi
What is TSA lock and how to use it?

In the United States, the Transportation Security Administration (TSA) requires access to luggage without the passenger being present. To allow travellers to lock their luggage, they have accepted certain locks which they can open and relock. The TSA recommends that TSA accepted locks be used, as luggage locked using other methods must be opened by force in order to be inspected.

How to use it?

The lock is originally set to open at 0-0-0. To set your own personal combination, follow these steps:

1. Turn the dials to their original number 0-0-0.
2. Press down the reset button (a) with a pen (or similar) until you hear a ‘click’ sound.
3. Set your personal combination by turning the dials (b), for example 8-8-8.
4. Push the button (c) in the direction indicated by the arrow towards the dials and the reset button will ‘click’ back into place.
5. Your personal combination is now set.
6. If the lock cylinder is open, lock it again by turning the lock anti-clockwise to the red dot position (any tool which can be inserted into the lock cylinder is ok to use).

Please click the link below to reset your luggage's TSA lock code:

1. English
2. Hindi

What if I forget the lock combination and am unable to open the bag?

For security reasons the TSA lock passcode needs to be memorised. For this reason, our warranty does not cover the wrong setting of combination locks. You would need to contact a local locksmith who can assist you in opening the bag. However, in some bags, we can provide a hack on how to open the lock. For that, you would need to write an email to customercare@nashermiles.com for further assistance.

Is the luggage waterproof?

Nasher Miles luggage is water-resistant, not waterproof. The softside and hardside luggage are made of premium material that provides a high degree of water resistance. The difference between water-resistant and waterproof is that you don’t have to worry about your luggage getting wet in the rain or going through a puddle, but you can’t dunk your luggage into the pool and expect the items inside to be dry.
How should the luggage be cleaned?

For Hardside Luggage:
We recommend using a gentle soap and warm water for rinsing. If you would like to wax the case after cleaning, any good silicone-base automobile or furniture polish will preserve the lustre and add resistance to the covering.

For Softside Luggage:
For cleaning, we suggest spot cleaning with a mild soap, such as dish soap, and water. You can also opt for a spot removal product designed for clothing or use a foam cleaner specifically made for car mats and carpets, available at automotive stores. If your luggage has a strong odor, a vinegar and water solution can help eliminate it. However, be sure to air out the bag for a few days afterward.
How should the luggage be stored?

To prevent premature aging of luggage caused by extreme humidity, it's important to regularly take bags out of storage, open them up, and allow them to air out. This helps prevent mildew from forming due to moisture and maintains the durability of the luggage. For efficient storage, smaller bags can also be nested inside larger ones.
Why does Nasher Miles cost less than other luggage?

Most luggage brands tend to be expensive due to high overhead costs. Retail outlets, licensing companies, and other intermediaries take their cuts before the luggage even reaches the market. Nasher Miles, being a digital-first company, does not incur these mark-ups. Consequently, we can offer high-quality products at relatively lower prices. This price benefit is directly passed on to the customer.
What are the discount offers?

Discover the unique features of our bags and enjoy enticing discounts ranging from 10% to 15%, available directly on our website. For exclusive seasonal offers, be sure to follow us on Instagram and stay updated with the latest promotions.

For bulk orders or further inquiries, please feel free to contact our customer service team at customercare@nashermiles.com
Which is the best choice for international travels?

The Nasher Miles Krabi, Antwerp and The Line collections are perfect for international travel. These luggage bags come equipped with ideal features such as TSA-approved locks, an expander option (up to 25% more space in the Krabi and Antwerp collections), lightweight design, eight 360° silent spinner wheels, and a limited international warranty.
What is cabin luggage and what is check-in luggage?

The term hand luggage or cabin baggage (also commonly referred to as carry-on in North America) refers to the type of luggage that passengers are allowed to carry along in the passenger compartment of an aeroplane instead of moving to the cargo compartment or in other words, checking it in. This is supposed to fit in the flight's overhead bin and/or under the seat.

Check-in luggage consists of larger pieces of luggage which are not permitted to be carried in the cabin of an aeroplane and have to be handed over to the airline for transportation in the hold of an aircraft, which means it is inaccessible to the passenger during the flight or ride. The dimensions and weight specifications for check-in luggage differ from airline to airline.
Do you have 100% polypropylene luggage ?

Yes, we do have a premium collection of hardside luggage made out of 100% polypropylene. This material makes the travel bags lightweight yet sturdy, scratch-resistant and resilient. These are built to sail through rocky travels and arrive as good as new on the conveyor belts.


Collections like Paris, The Line, Vienna, Goa, Pondicherry, Mumbai, Bruges, Singapore, Antwerp, Lisbon, Nicobar, Sahara, and Boston are made from polypropylene material.
What is ABS, PC and PP luggage?

Polycarbonate (PC) is a moulded thermoplastic and is a very popular material for hardside luggage. It is lighter than aluminium but still very durable and offers more style choices in colours and patterns. Polycarbonate is extremely resistant to impact. Upon impact, the material flexes to absorb the impact and then flexes back to its original shape, making polycarbonate luggage extremely resilient to rough handling.

Polypropylene (PP) is also a type of thermoplastic polymer and the lightest of all thermoplastic products. It is also very resilient. Polypropylene is a great choice for those travellers who want good protection in as lightweight a form as possible.

ABS (acrylonitrile-butadiene-styrene) is a common thermoplastic. ABS is lighter than polycarbonate but not as durable. It is also the cheapest hard material, meaning it is popular in the less expensive hardside luggage ranges. It is frequently added to other stronger luggage materials like polycarbonate. The combined material is more durable than ABS on its own, but also lighter and cheaper than polycarbonate on its own.
How do you measure the capacity of each luggage?

Multiply the height x width x length of a bag in centimetres and divide it by 1000 to get the volume in litres. This capacity is usually expressed in litres. Travel bags by Nasher Miles are equipped with spacious interiors to ensure that you have room for almost everything that you wish to carry. Being lightweight, they easily tag along no matter the terrain.
What are the standard dimensions for bags?

The standard dimensions for bags are Small (20 inches/55 cm), Medium (24 inches/65 cm) and Large (28 inches/75 cm). Small bags are used as cabin luggage; medium and large are used as check-in luggage. Each kind of travel calls for a certain kind of luggage. We, at Nasher Miles, understand that not all bags are made for all travellers; which is why we bring you options in three sizes. You also have the option to buy a set of 3 bags from the same collection. (small, medium and large bags that look alike).
What is the maximum weight each luggage can hold?

The maximum weight that a travel bag can carry largely depends on its dimensions. Ideally, each luggage should be able to carry this much weight, at the least:


1. Cabin luggage (20“) can hold weight up to 15 kg
2. Medium size luggage (24“) can hold weight up to 20 kg
3. Large size luggage (28”) can hold weight up to 25 kg

We request you to not exceed these weight limits as the handles and zippers can get damaged.
What is the maximum size of baggage and weight that I can carry while travelling?

Each airline has its own baggage policies, which can vary based on factors like your ticket type, destination, and more. To ensure a smooth check-in experience, it's highly recommended to contact your airline directly to confirm their specific baggage rules.