If The Bag is Faulty

Our most important task is to ensure your absolute satisfaction. We will always strive to reach that target. However, we acknowledge that mistakes are made occasionally. If you are not wholly satisfied with your bag, please tell us as soon as you can:

• exactly what is the fault
• the date, if relevant, when the fault became apparent
• when and how you discovered the fault
• how the fault affected your use of the bag

To do this, it is essential that you follow the instructions below. These provisions apply in the event that you return bag to us because you say it is faulty:

You must tell us by email (using the form on our website) or by letter to our land address at the top of this agreement, that you would like to return the bag, specifying exactly what bag and when purchased, and giving full details of the defect or other reason for return. We will then issue a returns number for you to write on the returns label. If you send a bag to us without a returns number, we may not be able to identify sufficient details to enable us to attend to your complaint. Please return the bag to us by Royal Mail.

The bag must be returned to us as soon as any defect is discovered.

So far as possible, the bag should be returned:

• with both bag and all packaging as far as possible in their original condition
• securely wrapped
• including our delivery slip
• at your risk and cost – if we agree that the bag is faulty we will refund your postage costs

If You Simply Change Your Mind

We hope your bag is just what you wanted, but if you change your mind when you have received it, you have 7 days after the date on which you received it to send it back to us and get a full refund of the price of the bag, including postage. We find that the majority of returns tend to be caused by customers not fully appreciating the size of the bag when they order it. To avoid ordering a bag and then being disappointed because it was not the size you expected it to be, we recommend you use a tape measure or ruler to make sure that you can envisage the dimensions (including handle drop)  we give on the website for each bag. Please remember that if you have to return a bag, you will have to pay the postage costs. We are always here to provide further information if you have any questions about a bag before you order it.

To help us in identifying your bag on receipt by us, we ask you to email us via our website for a returns reference to write on our returns label. Please do not post the bag back to us without telling us first. You will need to bear the cost of returning the bag to us. Please send the bag back to us by Royal Mail, and please note that we cannot refund you until we have received the bag.

If you fail to return the bag within 14 days, we are entitled to arrange for collection. If we do we shall look to you to repay us the cost of collection.

We will refund your money within 30 days.