Terms & Conditions

Welcome to baggage factory By placing an order on our website, you agree to the following terms and conditions. Please read them carefully.

Order Processing

We aim to display only in-stock items on our website. All orders are subject to availability at the time of purchase.
If any item you’ve ordered is out of stock, we’ll notify you via email and advise on estimated restock dates or alternative options.

Orders are typically processed within a few hours of being placed.
Orders placed over weekends or public holidays will be processed on the next working day.
Delivery is usually completed within 1 to 7 working days after your order has been confirmed.

Accepted Payment Methods

We accept secure payments via:

Credit Cards: Visa, MasterCard
Debit Cards: Switch, Delta, Solo

Unfortunately, we do not accept cheques.

We reserve the right to decline any order at our discretion.

Order Confirmations & Receipts

Upon placing an order:

A confirmation screen with your order summary will appear — we recommend printing or saving this for your records.
You will also receive a confirmation email with your order details, delivery method, and estimated delivery timeline.

Order Cancellation

You may cancel your order:

Before dispatch, or
Within 28 days of receipt for full-price items, or
Within 14 days of receipt for sale items.

To request a cancellation or return, please email us at: sales@baggagefactory.co.uk
The cost of return shipping is the responsibility of the customer.
Refunds will be issued to the original payment method once the returned goods are received and verified.

Please also refer to our Returns Policy for more details.

We reserve the right to update, amend, or remove product listings and to make changes to how product images and colours appear on the site.

Personalised Items

Please note that personalised items are non-returnable and non-exchangeable, both online and in-store.

Voucher Codes

Voucher code usage terms:

Voucher codes are valid only on your first order.
Once a code has been used, it cannot be reused on subsequent purchases.
Any attempt to use a code multiple times may result in cancellation of your order.
If you place an order prior to signing up for a voucher and attempt to use a code afterward, the order may not be processed.

Complaints

We’re committed to providing exceptional customer service. If you have any complaints or concerns, please contact us via:

Email: sales@baggagefactory.co.uk
Phone: 0208 591 2111

All complaints will be acknowledged within 5 working days, and we’ll provide regular updates throughout the resolution process.