How to make a Return or Exchange
Does your order contain a personalised item?
Personalised items are not returnable and are exempt from the Distance Selling Regulations. If you are returning a bag that entitled you to receive a free bag charm, you must either return the charm with your bag or be refunded the value of your return less £7 which is the cost of the charm on its own.
30-Day Guarantee and £2.75 UK Tracked Returns Service
Our 30-day guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition, unused with all labels intact and still attached to the item within 30 days of completing your order.
If you are returning an item from the UK, you can use our Royal Mail Tracked Returns service.
Return postage when using our Royal Mail Tracked Returns Service is £2.75.
This will return your item to us at Second Class post speed. If you want a faster service or would rather make your own arrangements, that is absolutely fine. Please be aware that if you use any other service it is entirely at your own cost and risk, such as parcels lost or delayed, or damaged in transit.
To use our Tracked Returns Service, please follow these steps:
Please note that the company name on the Royal Mail system is ‘Happybags’
A Royal Mail window will open in a new window when you click the above link.
Print off the label (you can either download it on the Royal Mail page or it will also be emailed to you and you can print it from there).
Attach it securely to your parcel.
Remember to put something to identify your order inside your parcel such as a note or copy of your invoice.
Take the parcel to your local post office. There will be nothing to pay at the Post Office. We recommend you ask for and retain a proof of posting.
Once Happybags has received and accepted your return we will do the following:
If you are returning something and simply want a refund, we will process your refund to the original payment method minus the £2.75 return postage fee.
If you ask for an exchange and it is less than the cost of the original purchase, we will send out your replacement item and refund you minus the £2.75 return postage fee.
If you ask for an exchange and it is more expensive than the original product bought, or the refund due is less than £2.75, we will charge the original payment card with the extra money due for the more expensive product plus the £2.75 return postage fee. If you paid via Paypal, we will send a Paypal invoice to the address used on your order.
What if I don’t have a printer?
Not a problem at all, please contact us and we can create and print a return label for you which we can post to you.
If you choose to exchange your item, please note that we will send one exchange per customer and not charge delivery, subsequent exchanges will incur delivery charges.
For orders outside of the UK, we will charge the postage cost for an exchange at the usual rate to send the replacement item.
Happybags is not responsible for returned items until they are received by us.
This returns policy does not affect your statutory rights.
Returning an Item
Please include the following information to enable us to process your refund efficiently:
- Your order ID
- The date you placed your order
- Today’s date
- The name and address that the order was placed under
- Description of the item being returned
- Reason for return
- In the case of an exchange, the details of the item you would like to exchange for
Please then follow these steps:
- In the case of a faulty product, please contact us before returning your item
- Ensure all manufacturer’s labels and tags are still attached to the bag and all accessories are present
- If your item came with a plastic bag or any other packaging, please include that too (not the outer packaging we use to send your parcel)
- Ensure the packaging used to return your item is suitable for the size and nature of the product. Any products received that are not in a resaleable condition may be returned to you or we will offer a reduced refund to compensate for the reduction in value caused by poor packaging.
- Send the package according to the instructions on the Royal Mail website for UK returns.
- We will e-mail you once we have successfully received and processed your return or exchange. Please keep any proofs of posting until you receive confirmation from us.
PO Box 3554
Please use the above PO Box address for returns from overseas using the normal postal system. If you are intending to use a courier, many of them will not accept a PO Box address. If this is the case please contact us and we will provide an alternative Returns address.
When returning your order, please ensure that the product is securely packaged and is not folded or crushed into packaging that is too small. If we receive an item in unsuitable packaging which has resulted in damage to the product we reserve the right to reduce the amount refunded to cover the cost of receiving a product unfit for resale.
If you have any queries, please contact us.
Your Right to Cancel
When buying by mail order, phone or internet, you have a cooling-off period during which you have an unconditional right to cancel the contract. This cooling-off period ends 14 calendar days after the day you receive your goods.
You must inform us of your decision to cancel and return the unwanted goods within 14 days of cancelling the contract. The full cost of the goods plus any delivery charges incurred at the time of ordering will be reimbursed as soon as possible – and in any case within a maximum period of 30 days. You are liable for the cost of returning unwanted goods. If you fail to return the goods, or send them at our expense, we may charge you the direct cost to us of the return, even if we have already refunded your order. You also have a duty of care to take reasonable care of the goods in question. We have the right to reduce the money refunded for any goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.
If you would like to exercise your right to cancel, you may do so using our cancellation form below, although you are not obliged to do so.