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faq
I'd like to know when my order is shipping.Your email receipt includes a button to view order status. for questions regarding order status please contact our customer service team.
How long do orders usually take to arrive?
Most orders are dispatched within one to five working days. all orders are sent from london so once your order has been dispatched it takes one or two days to be delivered to UK addresses, about a week to be delivered to European addresses approx two or three weeks for all other countries.
Am I purchasing through a secure website?
Purchases are made through our retail partner Topspin's secure back-end via SSL. For more details click here.
Why is my credit card declined?
please double check that you have selected the correct credit card type. If you've already contacted your bank, it may be that our payment processor had flagged your purchase for review. if you continue to have problems please contact our customer service team.
Do you ship to my country?
Yes, we ship globally.
What do I do if the goods I ordered haven't arrived?
The first thing you should do if the goods haven't arrived even though we've emailed you telling you they've been sent, is to contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should do this after five days but before two weeks has elapsed. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn't been able to help you, email our customer service team who will then investigate the matter for you.
What should I do if I have problems placing my order?
If you have a problem at any point please contact our customer service team.
Can I change my order after it has been submitted?
Yes you can, but please be quick. contact our customer service team who will arrange to change the order if possible.
Can I cancel my order after it has been submitted?
yes, please contact us as soon as possible after ordering.
What do I do if I've placed a duplicate order?
If you order twice by mistake send a message to us (including details of the order) and which the item you want cancelled. we will arrange to cancel the order and refund you any money you've paid. You can only cancel an order prior to it being dispatched.
Why didn't I receive an email confirming my order?
it can take up to an hour to receive your confirmation email. if you are using a Hotmail account or similar as your email address and you have exceeded your mail quota or the message has been spam filtered. The other reason is that you accidentally entered your email address wrongly when you registered it with us.
Do you share my personal information?
Your personal information isn't supplied to third parties except when it is required by law. We do not allow third parties access to our customer list.
How do I get you to stop emailing me your newsletter?
All you have to do is to click on the link at the bottom of one of the newsletters you've received from us.
What are your shipping rates?
the shipping rate depends on the package weight and your location. Shipping rates are shown in full before you confirm your order.
How will I know when my order ships?
if you click on "check order status" in the emailed receipt you will see the status of the current.
Can I return my order?
We offer a money back guarantee on all our products. If you buy anything and decide within seven days that you don't want it all you have to do is send it back to us in mint condition and we'll refund you the cost of the items. If the goods are damaged or not what you expected please email our team before sending them back to us as we have a different procedure for dealing with these returns. Please be aware, however, that we are unable to refund items that have clearly been worn, laundered or have been subjected to abnormal usage.
I'm not at home during the day. How can I get my goods?
We offer you the option of giving a delivery address other than your home address so you could arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person isn't able to deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery.
What should I do if my goods were damaged in transit?
We take a great deal of care when packing orders to make sure that the items you've ordered arrive undamaged, however, occasionally goods do get damaged in transit. If you discover something in your order is damaged you should call our merch company sandbag on 0118 9569183 (+44 118 9569183 from outside the UK), or mail our merch company at sigurros@sandbag.uk.com and explain the situation.
We will arrange for replacements to be sent out to you and instruct you on what to do with the damaged ones.
Do not send the damaged items back without having contacted us first.
What should I do if some of my order is missing?
There can be a several reasons why you may receive your order with some items missing. The usual reason is that your order has been sent out in more than one package and you haven't received them all yet. Another cause is that one of the items you ordered was unavailable and so we have refunded you for that item. The final reason for your order missing items is that we have made a simple mistake while picking your order. If you discover that your goods are missing you should send a message or call our merch company customer service team on 0118 9569183 (+44 118 9569183 from outside the UK), Or email sigurros@sandbag.uk.com and explain the situation.
What should I do if you've sent me the wrong goods?
If you discover that your goods are incorrect you should send a message or call our merch company customer service team on 0118 9569183 (+44 118 9569183 from outside the UK). and explain the situation. We will arrange for replacements to be sent out to you and instruct you on what to do with any incorrect items you received.
