Order Processing

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We aim to show on our site only items are in stock, and orders are subject to availability of goods at the time the order is received. If the item(s) you order are out of stock we will inform you by e-mail. We will do our best to inform you when we will have stock of the item(s) you would like and will suggest the best way of proceeding with your order. Processing of an order normally commences within a few hours of it being placed. Orders placed over a weekend or public holiday period will be processed on the next available working day. Normally items ordered are delivered between 1 and 7 working days from the order being received.

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Accepted Payment Methods

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Payment is accepted via the following credit cards: Visa, MasterCard and via the following debit cards: Switch, Delta, and Solo. We cannot accept payment by cheque.

We reserve the right to decline any orders placed with us.

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Confirmations & Receipts

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When you place your online order with us you can print off the summary of your order that will be shown on your screen, and we advise you to do so. You will also be sent an e-mail summarising your order and informing you your order has been placed. 

This email will also contain details of how your order will be delivered and when you can expect to receive it.

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Cancellation of an Order

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If after placing an order you wish to cancel it we can accept cancellation right up to the time the items are dispatched or within 28 days of receipt if the goods have already been dispatched (14 days if a sale item) . The cost of return postage or return delivery is the customer’s responsibility. If you wish to return your order, simply click here to send an email to us at sales@baggagefactory.co.uk to let us know you wish to cancel and please see our section on ‘Returns Policy’ for more information. Refunds will be made to the credit or debit card used to make the original purchase after the returned goods are received by us.

We reserve the right to amend, change, or delete products listed on our site, and the way product images and colours are shown.

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Personalised Items

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Personalised items cannot be returned or exchanged online or in store.

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Voucher Codes

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Please note: when signing up for a generic voucher code, you are only eligible to use this on your first order. Once you have used your voucher code which has been sent to you, you are not able to re-use this. Any attempt to do so will result in your order not being processed.

Also, if you have previously ordered an item and then sign up for, and use a voucher code, your order will not be processed.

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Complaints

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Should you feel you have any reason to make a complaint please send us an email by clicking here: sales@baggagefactory.co.uk

Or telephone us on: 0208 591 2111

Any complaints made will be acknowledged as soon as they are received, and certainly within 5 working days. We will advise you of the time it will take to resolve any complaints, and we will keep you informed via email or by phone throughout the process.