My order says 'declined'

This could be because the address entered is not the same as the billing address. A common typing error is a customers postcode, for example entering a o instead of an 0

How long do orders take to be delivered?

We aim to deliver your order the next working day providing your order is received before 12noon. Delivery to Non-Mainland UK will take longer.  

If the item is not available for immediate dispatch it may take longer. If this happens you will recieve an email explaining why and an estimated delivery date.

How much do you charge for delivery?

Delivery is free for all purchases delivered throughout the United Kingdom.

How do I contact you if I have a problem?

By phone, e-mail or letter you can contact us and whoever you speak to will do their best to help you. See the CONTACT US section for details.

Can I return the goods that I have purchased?

If an item has a material defect or manufacturing fault we will refund or exchange the item provided that you can provide proof of purchase. Please note that items such as luggage are not guaranteed against handling damage by third parties such as baggage handlers. If damage has occurred not due to a fault or fair and reasonable wear and tear, you should report it to the airport or station you are travelling with and make a claim from them.

If you feel the item has a manufacturing fault or a material defect then you need to arrange to return the item securely, clearly marking on it your customer and order details and the reason for its return.

It should be returned to:

Bags ETC LTD, Returns Department , Riverside House, River Way, Harlow, Essex, CM20 2DW.

If on inspection the item is found to be faulty then we will refund or exchange the item and reimburse you for your P&P if you include a receipt of postage.

Non faulty goods can be returned within 28 days if not suitable provided that they are in perfect saleable condition and that you have proof of purchase. However, P&P cannot be refunded and you will be required to return the goods yourself. If you would like us to arrange collection/delivery, we can do this for a £4.95 fee

If you wish to return a non suitable item please securely pack it and send it to:

Bags ETC LTD, Returns Department , Riverside House, River Way, Harlow, Essex, CM20 2DW.

We recommend you send it by registered post so you have confirmation of our receipt. The item must arrive in unused re-sellable condition.

If you do return an item please include a copy of the invoice and / or details of who is sending it back and why.

You can also return or exchange items in any of our stores (excluding our House of Fraser concessions) as long as you take along a copy of your internet receipt, a full list can be found by clicking on the store locator on our website

If you would like to exchange an unsuitable item for another item please contact us via [email protected]

If you receive goods that are damaged on delivery please sign stating that the goods were received damaged and contact us straight away.

Refunds will be made against the same method of payment for the goods and only on receipt of the item returned.

How do you calculate the literage of a suitcase or bag?

1. Measure the length, depth and width in inches

2. Multiply the 3 dimensions together (L X D X W)

3. Then divide the number by 61.03

This will give you the approximate capacity in litres of the case