Frequently Asked Questions (FAQ)

Ashard suitcases mainly use two types of materials.

Aluminum Frame Series: Made with aerospace-grade aluminum alloy. Lightweight yet highly rigid, and resistant to scratches and deformation.

Polycarbonate Series: Uses polycarbonate material that combines flexibility with impact resistance. Lightweight and easy to handle — ideal for everyday use.

Both series feature high-quality water-repellent fabric lining on the interior.

All models feature 360° rotating double spinner casters.

The casters use a quiet design well-regarded in Japanese products, allowing smooth, quiet rolling even on cobblestones or indoor flooring. You can use them with confidence in noise-sensitive environments like airports and hotels.

* If a caster is damaged, we offer free replacement within the warranty period.

A TSA lock is a lock system certified by the U.S. Transportation Security Administration.

When traveling to the United States, security officers can unlock and re-lock your suitcase using a special master key during baggage inspection, meaning your lock won't be broken during a security check.

All Ashard models come standard with a TSA lock. It's valid not only in the U.S. but in any country using TSA-compliant baggage inspection.

Available colors vary by model. Please check the individual product page for details.

We photograph and adjust product images to match the actual colors as closely as possible, but slight color differences may occur depending on your monitor settings. We appreciate your understanding.

For questions about color, feel free to contact us at support@ashardly.com.

All models include the following:

• TSA lock (built-in)
• 1 name tag
• Storage bag (select models)

* Included accessories vary by product. Please check the "What's Included" section on each product page.

Our S size (carry-on) meets the standard cabin baggage size requirements for most airlines.

However, size and weight rules vary by airline. Please always check the latest rules for the airline you're flying with.

Reference cabin baggage sizes for major airlines:

Airline	Max Size (sum of 3 dimensions)	Max Weight
JAL (Japan Airlines)	Up to 115cm	Up to 10kg
ANA (All Nippon Airways)	Up to 115cm	Up to 10kg
LCCs	Varies by carrier	Often around 7kg

* Rules may change without notice. Please always check the latest information.

Size	Capacity	Weight	Recommended Trip Length
S (Carry-On)	Approx. 38L	Approx. 3.2kg	1–3 nights
M (Checked Baggage)	Approx. 68L	Approx. 4.1kg	4–7 nights
L (Checked Baggage)	Approx. 98L	Approx. 4.8kg	8+ nights / extended trips

* These are general guidelines. The right size depends on how much you're packing.

Ashard suitcases are designed with lightweight construction in mind.

• S size: approx. 3.2kg
• M size: approx. 4.1kg
• L size: approx. 4.8kg

* Weight varies slightly between the Aluminum Frame and Polycarbonate series. Please check the exact weight on each product page.

This leaves plenty of room under standard checked-baggage weight limits (typically 20–23kg).

Some models feature an expander function that increases capacity by about 15–20% when unzipped.

Please check the "Expandable: Yes/No" field in the specifications section of each product page.

* Using the case in its expanded state may exceed cabin baggage size limits. Please make sure it's in its standard size when boarding.

We can accept cancellations or changes only before your order ships.

Processing begins shortly after your order is placed, so if you'd like to cancel or make changes, please contact us at support@ashardly.com within 12 hours of ordering.

NoteWe're unable to cancel orders once shipping is complete. Please use our return process after the item arrives.

Please check the following:

• Check your spam/junk folder
• Allow emails from "@ashardly.com" in your domain settings
• Double-check that the email address you entered was correct

If you still haven't received it after checking the above, please contact support@ashardly.com with your order number.

We currently do not offer gift wrapping or noshi service.

We may be able to include a gift card message in some cases. If you'd like this, please let us know in the order notes or by email.

Business customers or those interested in bulk orders can contact us at support@ashardly.com.

We'll provide a custom quote based on quantity and your specific needs.

The following payment methods are available:

• Credit card: Visa / Mastercard / JCB / American Express
• PayPay
• Convenience store payment: 7-Eleven, FamilyMart, Lawson, and others
• Bank transfer
• PayPal

* Convenience store payments must be completed within 3 days of ordering. Orders will be automatically cancelled if the deadline passes.

Select convenience store payment at checkout, and a payment reference number will be emailed to you.

Enter that number at the register or payment terminal of your chosen convenience store and pay in cash. We'll begin processing your shipment once payment is confirmed.

NotePayment is due within 3 days of ordering. Orders will be automatically cancelled after the deadline.

We don't offer installment plans directly, but if you pay by credit card, your card issuer may offer installment or revolving payment options.

Please contact your credit card company for details.

Your order confirmation email can serve as a receipt.

If you need a formal receipt addressed to a specific name, please contact support@ashardly.com. We'll issue one in PDF format.

Once payment is confirmed, we typically ship within 1–3 business days from our partner warehouse in Japan (Utsunomiya, Tochigi).

Estimated delivery times after shipping:

Region	Estimated Delivery
Kanto / Tohoku	1–2 business days
Kansai / Chubu	2–3 business days
Kyushu / Shikoku / Chugoku	2–4 business days
Hokkaido / Okinawa	3–5 business days

* Delivery may take a few extra days during year-end/New Year holidays, major holidays, or peak seasons.

Once your order ships, we'll send you a shipping confirmation email with a tracking number.

You can check delivery status in real time through Yamato Transport or Yamato Business Members tracking service.

* It may take up to 24 hours for tracking information to update.

Yes, you can specify a delivery date and time. Please select your preference in the "Preferred Delivery Date/Time" field at checkout.

Available time slots:

• Morning (8:00–12:00)
• 14:00–16:00
• 16:00–18:00
• 18:00–20:00
• 19:00–21:00

* We may not always be able to accommodate your preference depending on shipping readiness.

Free shipping on orders of ¥5,980 (tax included) or more.

For orders under ¥5,980, a flat shipping fee of ¥980 (tax included) applies nationwide.

* Additional shipping charges may apply to remote islands and certain areas.

Damage to the outer box (cardboard) can occur during transit.

Please check the condition of the outer box before opening it. If there's significant damage to the box, take photos before opening and contact support@ashardly.com.

If the product itself is affected, we'll offer a free replacement or refund.

We accept returns for any reason within 30 days of delivery.

ReturnableUnused, unopened items
ReturnableInitial defects, damage, or wrong item sent (we cover shipping)

Not returnableUsed items
Not returnableDamage or soiling caused by the customer
Not returnableMore than 30 days after delivery
Not returnableMissing tags or accessories

To start a return, please contact us first at support@ashardly.com. We'll guide you through the process.

Please check your item as soon as it arrives. If you find damage or a defect, contact support@ashardly.com within 30 days of delivery.

Please include the following in your message:

• Order number
• Photos of the damage/defect (multiple angles)
• A description of the issue

Once confirmed, we'll offer a free replacement or full refund, with shipping covered by us.

• Initial defects or issues on our end: We cover the full cost of return shipping
• Returns for personal reasons (wrong size, not as expected, etc.): Return shipping is the customer's responsibility

All products come with a 1-year product warranty from the date of purchase.

Manufacturing defects that occur under normal use — such as zipper failure, frame deformation, or caster damage — are covered by free repair or replacement.

Your order number is required for warranty service, so please keep it on file.

The following are not covered under warranty:

• Damage caused by customer negligence or accidents (drops, collisions, etc.)
• Damage caused by airline handling (please file a claim with the airline directly)
• Normal wear and tear on casters, zippers, etc.
• Damage from modification or disassembly
• Claims made after the 1-year warranty period has ended

For damage that occurs while handled by an airline, please report it directly to the airline you flew with. Airlines are responsible for damage to checked baggage.

We recommend reporting the damage at the baggage claim area on the day of arrival, and be sure to take photos.

If you need further assistance on our end, feel free to reach out to support@ashardly.com.

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That said, creating an account gives you the following benefits:

• View order history and shipping status
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