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I needed to travel inside of Germany, with large amount of luggage. Since DB only allows amount of luggage which one person can handle, I sent the rest of it using DHL luggage service.

It so happened that the button for the telescopic handle of a Dunlop-branded suitcase I have was destroyed during the transportation.

I initiated the DHL claims process, and now they request receipt for the suitcase and the exact value of the damaged part at the location of the recipient of the suitcase. Unfortunately, since the suitcase is already a few years old, I don't have the receipt (but in USA, it retails for around $100). A the same time, I am unable to find any authorized spare parts stores or similar for Dunlop suitcases, so I am unable to give a quote for the repair of the damaged part.

So my question is: Is there anything I can do, or am I just out of luck here?

  • Did you pay cash originally or, hopefully, used a credit card? If the latter, a credit card statement might do it for this purpose. It appears that the parent company of the brand is Sports Direct; a statement from it, that parts are not available, might work. – Giorgio Apr 11 '17 at 13:51
  • Perhaps you could ask DHL if they would accept an estimate stating the cost to fix the problem from a luggage repair store (or documentation from a luggage repair store that the suitcase cannot be repaired). – Zach Lipton Apr 11 '17 at 13:52
  • @Dorothy Hey, thanks for the tip! I think it was payed with card. I don't know how it's in your place, but unfortunately, here we don't get to see exact items purchased on card statements, only that a transaction has taken place. – AndrejaKo Apr 11 '17 at 13:53
  • @Zach Lipton I'll see how feasible that is. – AndrejaKo Apr 11 '17 at 13:54
  • True, same here, but the statement on the card would at least give you a document of the purchase price (and where). – Giorgio Apr 11 '17 at 13:55
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There are few things you can try :

  • go to a luggage repair center and ask for a repair quote
  • ask the place where you ordered it originally to provide a copy of the invoice (or at least a proof that you bought it there with the price at that time)
  • check your credit card insurance. You might be covered in this situation (even if it seems pretty specific)

The issue here is that since it is pretty old, it could be that the repair cost is more than the residual value of the luggage. So DHL might tell you : ok it costs 250 € to repair it but the residual value is 30 € so we give you 30 €. I am taking fake numbers here as I have no clue on what the values involved are...

  • It is more likely that there is an upper limit to the liability that DHL will pay out; which may end up being lower than the cost to find a now out-of-production part. – Burhan Khalid Apr 12 '17 at 5:39

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