Help Centre - FAQ's


How do I know my order has been received?

As soon as you make your order, you’ll receive an order confirmation email from us to let you know that we received your order. You’ll receive another email when your order has been processed and shipped to they designated shipping address.

If you have a question about the status of your order, please email, providing us with your order number (e.g AB123456).  This will allow our customer care team to help you more quickly.

Didn't receive an email confirmation for your order?

This may be because your email provider is putting our emails in your “Spam” or “Junk Mail” folder.  Please check there to ensure this is the case. If you still haven’t received a confirmation email within 24 hours of placing your order, please contact There may have been an issue with placing your order.

Do you accept International orders?

We’re sorry, TOSCA only delivers within Australia, and payment is via credit card or Pay Pal and charged in Australian Dollars.

New Zealand Residents can purchase selected TOSCA Travelgoods ranges from the New Zealand Luggage Co. Please visit for further information.


How much does shipping cost?

Shipping is free for orders over $80* within Australia for Metropolitan areas only* (exclusions may apply). Orders under $80 will incur a flat fee of $10. Bulkier items may incur additional shipping costs.

See Shipping & Delivery for further information.

How can I track my order?

The progress of your order can be tracked on the internet by following the link in the email we send you confirming dispatch. If you have not received your tracking information, please let us know by emailing

How long will my order take to get to me?

We would like you to receive your order as quickly as possible and endeavour to deliver within 1-5 working days.  Once a parcel is in transit, the delivery is outside our control.  Delays may occasionally occur.

Dispatch operates from will be 9am – 5pm Monday to Friday.  Please note there will be no weekend or public holiday deliveries.

Can my order be deliverted to a PO Box or Parcel Locker?

We can ship small items such as wallets/handbags/small backpacks to PO Boxes or Parcel Lockers via Australia Post. All other items will be sent with our courier and require a physical address for delivery.

Please ensure the dimensions of the items you have ordered will fit in your PO Box or Parcel Locker (e.g. A small hard case suitcase will not fit in a Parcel Locker).

In the event where your order is too large to fit, your parcel will be left behind the counter at the Post Office where your PO Box is situated.

Authority To Leave

There is an Authority to Leave (ATL) option when completing your purchase. Please tick this box (and fill in any specific instructions for the delivery driver) if you give permission for the goods to be left at the delivery premises without requiring a signature. Goods will be left at the front door otherwise.  TOSCA Travelgoods and the courier company will not be held responsible for lost or damaged goods after they have been delivered.

What happens if I'm not home when my order is delivered?

Large Bulky Orders (Direct Freight)

If you are not home at the time of delivery (and did not authorise the Courier to leave at the premises) the driver will leave a card advising you that a delivery was attempted. You will then need to make contact with the Direct Freight office (1300 347 397) to arrange another mutually convenient delivery date.

TOSCA Travelgoods and the courier company will not be held responsible for lost or damaged goods after they have been delivered.

Small Items (Australia Post)

Found a missed delivery card in your mailbox? You’ll find information on how and where to collect your item on the card.  The order will be taken to a nearby Post Office.  You’ll have 10 business days to collect it before the item is returned to the sender.

Please visit the Australia Post website for additional tips and options.

Pricing, Description & Availability

Have a question on price or availability?


Prices appearing on this Website are in Australian dollars and are inclusive of GST (where applicable).  All prices on this Website are for Online Purchases only. Due to circumstances beyond our control, prices may have to be altered. If this occurs, You will be notified and requested to reconfirm Your Order at the altered price.

Description and Availability

We take all reasonable measures to ensure that details, measurements, descriptions and availability of Products given on this Website are as accurate and complete as possible but there may be variations between these, store documentation and the Products themselves.


What size is the luggage case I'm ordering?

Unless otherwise specified, the dimensions provided are external and are taken from the widest point of the case. Measurements are taken from the top of the case to the ground, including the wheels.  It is a generally accepted standard to measure luggage cases in this way.

Carry On Baggage

When it comes to baggage each airline has its own rules for carry-on and checked luggage. To prevent being charged for excess, overweight or oversized pieces, flyers should always check the baggage limits for their airline and fare type. This way, there should be no pre-departure surprises at the airport.

The days of passengers bending carry-on baggage rules have to come to an end with airlines cracking down on customers taking oversized bags on board.

In general, your main carry-on bag must fit in the overhead lockers and not exceed 56cm (height) x 36cm (width) x 23cm (depth). Your small item must fit under the seat in front of you.

In every case, your travel agent will be able to advise you of the precise allowance available.

TOSCA’s Mini Digital Luggage Scale is the perfect travel accessory to ensure you don’t exceed baggage limits.


Returns & Refunds (online purchases only)

Do you want to return something you’ve ordered online? You can return any item for a refund within 14 days of receiving your original order*.

*Products must be unused, in their original condition and include any instruction manuals, information booklets or hangtags. Please include a copy of your receipt/order confirmation with the attached ‘Return Form‘.  You may also wish to email the Return Form to

TOSCA Travelgoods Return Form (PDF – 195KB)

Please send returns to:

TOSCA Travelgoods
2B Slater Parade
Keilor East, VIC 3033

*The return of goods is your responsibility until they reach our warehouse. We recommend using registered post so that you can keep track of your parcel

Inspection of Goods

Upon receipt of returned goods, TOSCA Travelgoods will inspect and ensure they are in brand new condition and able to be re-sold.  If we believe items have been used and not in saleable condition, the items will be returned to you at your expense.

Successful Return

The price you paid for you item will be refunded, back to the original account used. Original freight charges (if applicable) will not be refunded.

Further information on Returns can be found here.

TSA Lock

What is a TSA Lock?

TSA Locks are a global security system that allows luggage to be locked, whilst permitting security authorities to open and inspect the contents, without damage to the lock, or inconvenience to the passenger. When purchasing luggage or padlocks, passengers choosing to buy products equipped with a Travel Sentry® Accepted lock complies with regulations and won’t face the risk to have their luggage broken open by security.

All TOSCA Travelgoods luggage items feature a TSA lock.

How do I open my combination lock for the first time?

When your combination lock is new, it is set to 0-0-0 by the manufacturer. Move the dials to 0-0-0 and then press the release button to open the lock.

How do I set my TSA code?

Please see the TOSCA Setting your TSA lock page for detailed instructions.

What happens if I forget my code?

We are very sorry – for security reasons the TSA lock pass code needs to be remembered. For this reason our warranty does not cover the wrong setting of combination locks or breaking into your case.

Suggest you write it down and keep in a safe place (e.g. wallet or purse). Most people have mobile phones these days so take a photo of the combination and store it in your (mobile phone or tablet).

Data Collection

Does anyone else see the information that I provide to TOSCA Travelgoods?

TOSCA Travelgoods respects your privacy. We collect your Personal Information for the primary purpose of providing our services to you, providing information to our customers and marketing initiatives. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure.

Please see our Privacy Policy for further information.