Our Customer Services team are on hand to help with any product queries, orders or technical difficulties.
We aim to respond within 48 hours.
Call: +44 (0) 1442 866009
Mon-Fri 9:00am – 5:00pm
Find your answer to your query quicker using our FAQs listed below.
Frequently Asked Questions
I have forgotten my password, what do I do?
Click ‘Forgot Your Password?’ at the Login page and we will email you a link to reset your password.
How can I pay for my order?
You can pay using a credit or debit card, PayPal, Amazon or a Gorgeous Gift Card.
Is VAT included?
Yes, all prices shown include VAT.
I’m not sure if my order has gone through, what should I do?
Please make sure you always check with our Customer Services Team before placing the order again to make sure it doesn’t create a duplicate order.
My order is showing as Payment Review, what does this mean?
Payment Review means the order has failed. You won’t be charged and you will need to place the order again.
Can I change my order?
As long as your order hasn’t been picked and packed we can make some changes. Please call us as soon as you place the order to make sure we can do this before it’s dispatched.
Can I cancel my order?
As long as your order hasn’t been picked and packed we are able cancel it. If your order has been picked and packed we can send you a free-post returns label to return your order once it’s been delivered.
An item on my order is out of stock, what do I do?
If an item is out of stock on your order we will email you informing you of the delay and when we are due the stock in.
What are your UK delivery charges?
• Orders over £15 are free. Your parcel will arrive within 4 working days (excluding weekends and bank holidays) from the date of dispatch.
• Orders under £15 will incur a delivery charge of £1.99. Your parcel will arrive within 4 working days (excluding weekends and bank holidays) from the date of dispatch.
• UK Express Delivery is £5.99. UK Express service will be delivered on the next working day (Mon-Fri, excluding Bank Holidays) when placed before 2pm. If you live in remote parts of the UK (N.Ireland, Channel Islands, Isle of Man, Scottish Highlands and Islands, Isle of Wight) and require our Express Delivery service, where possible we will use Royal Mail to ensure your parcel arrives as quickly as possible. This may not be Next Working Day depending on your exact location but it is still the quickest way to receive your goods.
What are your European Delivery Costs?
Please view our different cost options on our European Delivery page.
When will my order be dispatched?
Your order should be dispatched within 24 hours of placing your order. If there is a delay due to stock, we will notify you as soon as possible.
How can I track my order?
Once your order has been dispatched, you will receive an email with tracking information and confirming when your order is out for delivery.
Where do you deliver to?
We currently deliver to the UK Mainland, Northern Ireland and The Republic of Ireland. We also deliver to UK areas deemed as exceptions; these are areas that are more remote. This includes the Highlands of Scotland and off shore islands such as the Channel Islands, Isle of Man, Scilly Isles, Shetland Islands and the Scottish Islands. Please note we do not deliver to a PO Box address.
I haven’t received my order, what do I do?
If your order has been dispatched but it hasn’t been delivered or it is showing as being delivered but you have not received it, please contact our Customer Services Team and we will follow this up with the courier.
I would like to return my order, how can I do this?
Please contact our Customer Services Team to receive a free-post returns label. Unfortunately we are unable to accept opened or used products back.
Do I need a proof of delivery?
We recommend obtaining a Proof of Postage when returning an item back to us. This way you can track once it’s been received.
How long will the returns take?
It can take up to 7 days for a refund or exchange to be processed and we will email you to confirm once this has been done.
An item from my order is incorrect, what do I do?
Please contact our Customer Services Team to receive a free-post returns label to return the incorrect item back to us and we will send out the correct item to you.
An item from my order is missing, what do I do?
Please contact our Customer Services Team and they will arrange the missing item to be sent to you.
An item from my order is damaged, what do I do?
Please contact our Customer Services Team and they will arrange a replacement item to be sent to you. On occasion we will need you to send a photograph of the damaged item to notify this issue to the courier.
Voucher Codes & Gift Vouchers
Where do I enter a promotional code?
Enter your promotional code at Shopping Bag, before Checkout.
How do I redeem my gift card?
Enter your Gift Card number at Shopping Bag, before Checkout.
Free Gifts & Samples
Will my free gift be automatically added to my order?
The majority of our free gifts will be automatically added to your order. However, on occasion there may be a choice of free gifts that you will manually need to add to your order or a promotional code to enter to obtain your free gift. If you have qualified for a free gift, please check that it has been added to your order before proceeding to Checkout. Please note: All free gifts are subject to availability and may be substituted if necessary.
I didn’t receive my free gift, what do I do?
If you qualified for a free gift and it is stated on your delivery note, please contact our Customer Services Team and they will dispatch a replacement gift to you. If your free gift has sold out, we will do our best to replace to a similar free gift.
How do I receive a sample with my order?
We often have a choice of samples available to add to your order at the Shopping Bag. On occasion these will be automatically be added to your order.