Q. I'm having difficulty placing an order? What should I do?

If you have any difficulty ordering online you can call us to place your order. Our number is 020 8681 5432. Lines are manned weekdays from 10am to 6pm, with a voicemail facility for you to leave a message if we are unable to answer your call. You can also email us anytime at sales@bags123.com with your daytime number, and we will call you between the above hours to take your order details.

Q. Is bags123.com safe and secure for entering card and personal details?

Yes. We use 'EPDQ by Barclaycard' (a leading payment processing system from Barclaycard Business Services and part of the Barclays Bank group) to safely process credit and debit card payments. To place an order complete the online order form and then click the 'Online Payment' button. You will then be taken to the secure 'EPDQ by Barclaycard' web site for entering your credit or debit card details. This is a secure site and you will see the 'golden padlock' symbol in the frame of your web browser.

Q. Can I place an order without entering my card details?

Yes. Complete the online order form then click on the 'Contact me offline for payment details' button. Make sure you have correctly entered your daytime telephone number. We will then call you on that number during our normal office hours, Monday to Friday (exc. public holidays) between 10am and 6pm. If we are unable to reach you we will send you an email asking you to call us. Or  you can call us during office hours on 020 8681 5432. 

Q. Can I pay by cheque, cash-on-delivery (COD?), or PayPal?

No. We cannot accept payment by cheque, cash nor PayPal

Q. How long will it take to receive delivery of my order?

Generally, this should be just a few days after you place your order. Processing of orders usually starts a few hours after an order is placed or on the next working day when you order at the weekend, evenings or public holidays. Subject to stock availability order processing normally takes one working day and once an order leaves our dispatch centre it should be delivered the next working day (excluding weekends and public holidays). However sometimes there are unforeseen delays to order processing or dispatch, or we might be waiting for a new stock delivery to arrive from manufacturers and suppliers. You should allow 3 to 5 days for your order to be delivered. We will advise you by email if the delay will be any greater than this.

With the exception of orders for smaller items which are usually sent by Royal Mail, delivery by parcel carrier service is strictly between Monday and Friday and between 9am and 5pm. We cannot advise what time deliveries might be made.

Q. I'm at work all day, there is no one at home. Can deliveries be left unsigned for or with a neighbour?

Deliveries cannot normally be left unsigned for. Due to the value and size of the types of products we sell we cannot authorise our delivery partners to leave goods unattended and unsigned for unless you authorise us to do this when you place your order. After placing your order you should email us at sales@bags123.com or call us during office hours on 020 8681 5432 with instruction of where the package should be left.

Regarding deliveries to neighbours, the same applies and you should email us with your instruction after you have placed your online order.

Once an item has left our dispatch centre via parcel delivery service the address can only be changed after payment of a 'change of address fee' which is currently £10.00. This fee is levied by the carrier, not by us. Once a package has been dispatched via Royal Mail the delivery address cannot be changed.

Please note, if a package is to be left unattended and unsigned for or with a neighbour neither bags123.com nor the delivery service can be held responsible or liable if the package is not at the specified location after the delivery driver has confirmed it was left there.

Q. But I'm at work, there is no one at my address to receive packages. Can delivery be to my place of work?

Yes. We recommend delivery be to your place of work or business. In the order form you can specify an alternative address for delivery.

Q. The parcel delivery service have tried to deliver to me, but there was no one in to receive the package. What happens now?

Our delivery service partner (City-Link) will attempt to deliver on two consecutive days (Monday to Friday only). If after the second attempt there is still no one to receive the package(s) it will be necessary to collect the package(s) from the relevant local branch of City-Link. Please note: you must collect the package(s) within five working days or it/they will automatically be returned to us, and we are unable to prevent this from happening. We reserve the right to deduct from any refund or to charge before re-sending any packages the cost charged to us by the carrier for returning any uncollected packages. Charges will also apply for any re-sending of packages. We will advise you of all charges should the situations referred to arise. You can find the location of the relevant local branch of City-Link by visiting their web site here and typing in your postcode: http://www.city-link.co.uk/track_parcel/track_parcel.php.

Q. I want to change the delivery address. Can I?

The delivery address of any order can be changed up to the time it is dispatched. You should email us at sales@bags123.com or call us on 020 8681 5432. Once an item dispatched by Royal Mail has been posted it is not possible to change the delivery address. Once items dispatched by City-Link have been shipped (has left any of our dispatch centres) a charge applies to change the delivery address (this is levied by the carrier, not by us, and is a charge we have to pass on). Currently that charge is £10.00. You should email us at sales@bags123.com or call us on 020 8681 5432.

Q. Are items on bags123.com in stock?

Yes. We work very hard to ensure that all the items shown on our site is in stock, either at our main dispatch centre or one of our support dispatch centres. Occasionally an item or a colour goes out of stock before the web site can be updated. Should this happen we will email you as soon as possible with an update, along with details if known of when new stock might be available, or with suggestions for alternatives if no new stock of that item or colour will be available.

Q. Do you deliver outside of the UK?

No. At present we are unable to deliver outside of the UK. We can accept orders placed from outside of the UK but for delivery within the UK, and will proceed with these types of orders only when the payment and billing details have been verified by our banking services providers.

Q. Do you deliver across the entire UK?

Yes. Deliveries to mainland UK are all free, and if an item is dispatched by Royal Mail (e.g is under 1kg in weight) delivery to all other parts of the UK is also free, including Channel Islands. However, delivery to Northern Ireland, Isle of Man, the Scottish Islands and any other Islands (exc. Channel Islands) for packages over 1kg incur a delivery surcharge which currently is £7.50. We would prefer all deliveries to these areas to be free but unfortunately carriers charge a surcharge which we have to pass on. Packages over 1kg to Channel Islands also incur a surcharge and we will advise Channel Island customers of this charge after they have placed their order and when you enquire by emailing us at sales@bags123.com. 

In the order form is a box for entering a check-mark (a tick) if you require delivery to either Northern Ireland, Isle of Man, the Scottish Islands or Channel Islands. When we process your order we will then email you with information of the delivery charge and we will require email acceptance of the charge before we can proceed with your order. Any delivery charge is processed separately from your order.

Q. I have placed an order. How can I check the progress of the order?

Simply return to our web site and type your full order number into the order status box about half way down on the left-hand side of the page, then click the 'search now' button. This will show you the current status of your order.

Q. What are your full contact details?

Our email address is sales@bags123.com. Our postal address is Bags123.com, 1016-1018 Whitgift Centre, Croydon CR0 1UU. Our telephone number is 020 8681 5432 and fax is 020 8686 5423. 

Q. Are the bags and cases on your site genuine or fake?

100% genuine. We are a fully approved stockist of Samsonite, Antler, Travelpro and Carlton luggage, as well as an authorised stockist of many other brands.

Q. I've seen a Samsonite case in a shop or on their web site and want to order it but you don't have it on your web site. Can you order it?

Yes. If the item you saw is from Samsonite's European range we can usually order it on a 'special order' basis and subject to stock availability at the manufacturer. It usually takes between seven and fourteen days for us to receive from the manufacturer a special order item for then forwarding to the customer (subject to availability at the manufacture). For special orders of items we don't normally stock there is an administration charge applicable only in the event of the item being returned within 28 days or the order cancelled after the order has been placed. This charge is deducted from any refund. We will advise you of this when you contact us about special orders. To enquire about special orders please email us at sales@bags123.com.

Q. What is your refunds and returns policy?

You can cancel an order anytime up to the point where the order is shipped (dispatched) or within 28 days of its delivery to you. Once an order has been dispatched or delivered it will need to returned to us within 28 days of its delivery. The cost of return postage is the customer's responsibility. Items must be unused and have all labels and any accessories still attached. Also any brand-specific outer packaging such as boxes, cartons or wrappers must be intact and re-used for the return. Please email us at sales@bags123.com if you need any further information about returns. Where an item has become defective within 28 days it must be returned to us. In this instance please contact us by email so that we can advise you how to proceed and the best method for returning the goods. For packages up to and around 1kg in weight it will need to be sent to us via Royal Mail and we advise using their recorded or special delivery services. If the item is defective we can refund the cost of return postage to a maximum of £10.00 only. For larger items such as luggage please contact us so we can advise further. In some instances we can arrange for our carrier to collect the package from you though there may be a refundable collection charge applicable. This is when an item is thought to be faulty but needs to be examined by us and/or the manufacturer. Once it has been confirmed the item is faulty we will refund the collection charge. We cannot refund the collection charge where the item is not faulty. Where an item is covered by a manufacturer's warranty or guarantee and more than 28 days has passed since the item was delivered to the customer the terms of the warranty will apply and the manufacturer will repair or replace the item at their discretion. In instances where it is not possible to repair nor replace the item (and after the expiration of the initial 28 day period) a credit note may be provided for redeeming against other goods shown on the bags123.com web site within a specified time.

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