FAQ

What payment methods are accepted?

We accept Visa, Mastercard, Google Pay, Apple Pay, Atome, and PayPal for online orders. American Express is currently not accepted.

 

Can I cancel my order?

We are able to assist with an order cancellation if the order has yet to be shipped out from our warehouse. Please email ecommerce.sg@samsonite.com.sg for further assistance.

 

How do I know if my order has been placed successfully?

Once an order has been successfully placed, you will receive an order confirmation email via the email address used for the order.

 

I did not receive any order confirmation email, what do I do?

Please email ecommerce.sg@samsonite.com for further assistance.

 

I am unable to log into my account, what do I do?

Please take a screenshot or recording of the error encountered and email ecommerce.sg@samsonite.com for assistance.

 

Are items added into my cart reserved?

Unfortunately, there is no option to reserve items. We recommend completing your purchase as soon as possible to secure your preferred items.

 

I am not able to checkout my purchase, what should I do?

Please take a screenshot or recording of the error encountered and email ecommerce.sg@samsonite.com for further assistance.

 

I have placed my order already but forgotten to apply my voucher, what do I do?

As vouchers must be applied before placing an order, we regret to inform you that reimbursement of voucher amounts is not available.

However, vouchers remain usable as long as they are valid and meet the terms and conditions. We recommend using the voucher for your next purchase.

Alternatively, please contact ecommerce.sg@samsonite.com for further assistance.

How do I use my voucher?

Ensure you are logged into your account before checkout. At checkout, click the drop-down menu to view eligible vouchers, select the voucher you wish to use, and it will be applied to your order.

 

Why doesn’t my voucher apply to my order?

Each voucher has individual terms and conditions. The selected product may not meet voucher requirements.

For Friends of Samsonite vouchers, ineligible vouchers will not appear in the drop-down menu. You may check the “My Coupon” section in your account to review voucher terms.

 

Why did my payment fail and what should I do?

Possible solutions include:

• Use a different browser to make the purchase

• Make the purchase via mobile

• Ensure browser pop-ups are enabled

• Use PayPal, Apple Pay, or Google Pay as payment method (customers without PayPal accounts may still use PayPal)

• Use another card issued by a different bank

• Enter OTP within the timeframe stated in the SMS

Pending transactions are typically released within 7–10 working days by the issuing bank.

When will the restocking of a product happen?

We are unable to advise when an out-of-stock item will be restocked.

You may use the “Notify Me” function on the product page. Enter your email address to receive notification once the item becomes available.

How do I become a "Friends of Samsonite" member?

Register using your email address to become a Friends of Samsonite member. Start your journey here: https://www.americantourister.com.sg/login

Why is my Friends of Samsonite Stamp not reflecting in my account?

Please email the following details to sam.sg@samsonite.com.sg for assistance:

• Membership Email
• Mobile Number
• Screenshot of your receipt

How do I know my Friends of Samsonite membership status?

Check your membership status, accumulated stamps (Classic members), and accumulated amount (Black members) at http://americantourister.com.sg/account .

If you forgot your password, reset it using the “Forgotten your password” option. After login, visit “My Membership” for details.

Do I need to register the warranty for my American Tourister product?

For online purchases, the order confirmation email is sufficient to validate the purchase date for warranty purposes. No online warranty registration is required.

For in-store purchases, store staff should have stamped your warranty card for warranty validation.