We respect your privacy, below is an outline of the information that we gather via this website and how it is used. Please contact us if you have any questions about this policy.
What are cookies?
We use the following cookies:
(Contains a PHP "session ID", expires when the browser is closed)
The "PHPSESSID" cookie is required so that the site can recognise you clicking from page to page. Without it, every page would be treated as the first visit to the site, and anything added to the shopping basket would be instantly forgotten. Online shopping would, therefore, be impossible.
(Contains a PHP "session ID", can also contain an email address and encrypted password, expires after one year)
The "session" cookie is intended for the your convenience. Our software provider, Bluepark, creates this with a copy of the initial session ID so that you can be classed as "returning" and the contents of your shopping basket will still be available. If you sign in with an email address and password, these login details are also saved so that you can remain logged in when returning (the password is encrypted). If you sign out, your login details are removed from the cookie.
We use Google Analytics, a popular web analytics service which helps us to count the number of people that visit our website and to analyse how they use it.
Cookies enable the function of Google Analytics. This software helps us take and analyse visitor information such as browser usage, new visitor numbers, response to marketing activity and shopping times. That information helps us to improve the website and your shopping experience. It also helps us to determine which of our website pages are the most popular and which products have received the most visits for example.
The data stored by these cookies can be seen only by us at Happybags LLP and Google and never shows any confidential information.
Google Certified Shops Programme
Happybags is a member of the Google Certified Shops programme. Full details of the programme can be viewed here:
Google Certified Shops
In order for Google to offer protection to shoppers, they require a certain amount of information about you the customer (the End User) and the transaction you have placed with us.
The benefit of the Google Certified Shops Programme for you is that you gain some extra peace of mind when shopping online with us.
We embed videos from our official YouTube channel using YouTube’s privacy-enhanced mode. This mode may set cookies on your computer once you click on the YouTube video player, but YouTube will not store personally-identifiable cookie information for playbacks of embedded videos using the privacy-enhanced mode.
Removing and blocking cookies
You can easily restrict or block the cookies used by this website through your browser settings. The Help function within your browser will provide detailed instruction of how to change these settings.
You might also want to visit aboutcookies.org which provides instructions on how to block cookies on all the major browsers. This site also explains how you can delete cookies that have already been stored on your computer as well as general information about cookies. Please remember we are not responsible for third party websites.
You should be aware that most cookies are harmless and restricting them may impact on the functionality of the websites you visit.
Review our service or products
We use a third party system to request and collect reviews on Happybags behalf. This system is called Reviews.co.uk and it means our customers can leave honest reviews and feedback on the products they received in an impartial area. In order for Reviews.co.uk to create the review request email, they are sent one copy of your order confirmation email. Reviews.co.uk will contact you just once to ask if you would like to leave a review on our products or service. If you do not wish to be contacted by Reviews.co.uk they have an unsubscribe link at the bottom of their email.
"Subscriber lists are stored on a secure Reviews.co.uk server. We don't, under any circumstances, sell your lists, contact people on your lists, market to people on your lists, steal your lists, or share your lists with any other party, unless it's required by law. If someone on your list complains or contacts us, we may then contact that person."
Other Terms and Conditions
Happybags relates to us as a business, you are the consumer or customer.
Orders can be placed via our website, this service is open 24 hours a day, 7 days a week. You can also telephone us on 01508 549922 (9am-4pm Monday to Friday) to discuss any queries or place your order. For details on payment options, please see the 'Remittance Terms' section below.
Happybags reserves the right to cancel and refund an existing order or refuse to accept any future orders for any reason such as, but not limited to, unreasonable customer behaviour including poor or abusive treatment of our staff, receipt of returned goods in an unsaleable condition, or repeated delivery issues.
Acceptance of your order
Once your order is placed you will receive an email to acknowledge receipt of your order. Happybags will legally accept your order once the goods are dispatched. You will receive a dispatch email to confirm our acceptance and dispatch of your order.
Delivery is normally within a maximum of 7 days of receipt of order for the UK unless Express Delivery has been requested (see Postage and Packing for more details.) For European countries, this may be longer. We aim to dispatch goods within 24 hours of receiving your order. Orders placed Friday-Sunday may not be dispatched until Monday and any Express Delivery order placed after midday will be deemed to be received the following working day. We do try to ensure that we have a good stock of all products but from time to time some goods sell faster than we can anticipate. If the item you order is out of stock we will do our best to get it for you as soon as possible. If this is not possible, we will contact you to see if you wish to wait for our stock to arrive or if you prefer to amend or cancel your order.
We use Royal Mail or Parcelforce to deliver your order. Unless you select Express Delivery, we cannot provide a tracking number or guarantee delivery by a given date, in this instance, we highly recommend using our Express Delivery service.
Orders that contain a personalised item have a different delivery schedule, please see the section on personalised goods at the bottom of these Terms and Conditions.
When you have successfully placed your order, you'll be sent an email with your order details. If there is a problem with your order, our initial contact will be via e-mail. We will wait one week for a response and will try one more time to contact you. If after a further week we have not received a reply, we will assume your order is cancelled.
Please ensure you check your order details once you are returned to our website after making payment, or by using the automated e-mail confirmation. We do not reinput or check addresses and it is therefore the consumer's responsibility to ensure the correct shipping address is supplied. If Happybags sends an order in good faith to an address which subsequently is reported as incorrect we are not responsible for any losses that occur as a result of being unable to recover the parcel and Happybags will only offer a refund for the missing goods in the event the parcel is returned to us.
From time to time we offer discounts on products as a reward for sharing our pages on social media. These discounts are only applicable at the time of your order, we cannot retrospectively apply a discount once your order has been completed and dispatched to you. The discount is applied by you inputting the correct discount code at checkout. The code is displayed to you once you have shared one of our products on your choice of social media ranging from Facebook, Twitter, Google + or Pinterest.
Postage and Packing
We offer free second class UK delivery on orders of £15 or higher. Orders under £15 pay only £1.99. You can choose to upgrade to faster UK postal services, please see our Ordering and Delivery page for full details.
Postage is calculated by weight and value for Europe.
We offer an Express Delivery service to the UK at a cost of £8.95 which guarantees delivery within 1-2 working days after receipt of your order assuming all items are in stock (orders placed after midday are deemed to be received the following working day). Should an item be out of stock and Express Delivery has been selected, we will notify you immediately and refund the delivery charge.
For orders delivered to areas specified under Special Instructions on checkout, Happybags cannot be held responsible for the security of any parcels delivered to anywhere other than to the addressee and address shown under 'Ship To' on the invoice.
Please note that Express Delivery does not operate on weekends or Bank Holidays, so please allow for this when placing an Express Delivery order. For example, an order placed before midday on Friday using 24 hour delivery will be delivered on Monday, if it was placed after 12pm, it would arrive on Tuesday.
International orders are calculated on a weight and value basis. We will use Royal Mail for these deliveries. As a guide, parcels over 2kg can get expensive. If your order is heavy and you find the shipping cost to be very high, please contact us and we will see if splitting your order or using a slower delivery method can reduce the cost.
Returns and Exchanges
If for any reason, you are not totally satisfied with any purchase, please ensure that it is returned to us within 30 days, unused and with labels attached. Please complete the refunds and exchanges form including all necessary details. We will then send you a replacement or refund your card. Credit card refunds can only be credited to the original card that the goods were bought with. If you paid via Paypal and we need to take further payment we will send a Paypal invoice to the address on your order.
Please note that the carriage cost can only be refunded if the item is faulty.
UK addresses can for a £2.50 fee use our Royal Mail Tracked Returns service. Simply input all the necessary details onto the Royal Mail Happybags page, print off the label and take it to your local post office - there will be no payment required at the post office. We recommend you ask for and retain proof of posting. Your return will then be tracked back to Happybags. You do not have to use this method but any alternative methods used are entirely your responsibility, including the loss or delay in the parcel reaching us or any damage it suffers on the way. Once we have received and accepted your return, we will process any refunds due less £2.50 for the return postage cost. If an exchange is required and no refund is needed, we may need to charge the £2.50 to the original payment card used, or in the case of Paypal, send an invoice.
For orders outside of the UK you will pay the cost of return postage plus we will charge the postage cost for an exchange at the usual rate to send the replacement item if applicable.
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.
Happybags offers a guarantee for items bought from our website developing a fault for 12 months from date of purchase, not from the date of first use. Should a product purchased from us develop a fault during this 12 month period, please contact us in the first instance so that we can advise the best course of action as each supplier requires us to follow different methods for reporting faults and returning goods.
Our standard policy for faulty goods is to offer a repair if possible, or replacement if the fault is not repairable. Many of our suppliers hold spare parts for their products so if for example a removable strap has a problem, or a zip pull comes off, they will send you a replacement spare part to replace the damaged or missing one.
In the rare situation where the product needs to be fully replaced, some suppliers send out the replacement product to you direct from themselves, and request that the damaged product is sent back direct to them. We therefore request that you do not simply send your product back to us without being in contact with us first so that we can advise the best remedy for your problem.
Free Gift with Purchase
From time to time we offer a free gift with orders over a specified amount. This offer is for delivery to UK addresses only and whilst stocks last. Happybags reserves the right to send an alternative item of similar value should the need arise. If you return all or part of your order and the value then falls under the specified amount, you must also return the free gift or Happybags will charge your card for the value of the free gift with purchase.
Orders can be paid by credit or debit card via our website, over the telephone or by posting us a cheque.
If paying by cheque, please make cheques payable to 'Happybags' and post them to our contact address quoting your order number. Please allow 2-3 days more for dispatch in order for us to ensure that the cheque has cleared.
We will never pass your information on to third parties other than to process your order and follow-up on your delivery. This includes companies such as Royal Mail and Parcelforce so that we can print out address labels to attach to your parcel. We also use a review collection company called Reviews.co.uk, details are in our terms above. We do not and will never sell or pass over your information to anyone for marketing purposes.
Before being asked for your credit card information you will be transferred to a secure server, your browser will normally indicate this through the presence of a small yellow padlock, and the web address will begin with https:// instead of http://.
We endeavour for all descriptions and photographs to be as accurate as possible but owing to the limitations of photo's, some discrepancies may occur. All text and photographs on the Happybags website are subject to copyright and may not be reproduced without our express permission. As every computer screen can be adjusted by the user or calibrated differently we cannot guarantee the shade or colour you see on your screen will exactly match the product in real life. If you need an accurate colour description, please contact us and we can discuss it with you.
In the unlikely event that there are any errors on our website regarding prices displayed or total shipping costs payable, we reserve the right to refuse and cancel any orders placed with an error. This will only happen in the period between you placing your order (this is where we acknowledge receipt), and Happybags dispatching your order (this is our legal acceptance of your order.) Happybags will contact you as soon as possible if there are any errors in the pricing and total paid for your order. You can then decide if you would prefer to cancel the order in its entirety, or pay any additional amounts owing. If the price should have been cheaper due to the error, Happybags will refund you the additional amount that was paid by mistake.
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.
How long will it take for delivery if I order a personalised item?
Because the personalisation is a manual process you need to allow time after you place your order for your item to be made.
As the time taken to create a personalised item will vary depending upon demand, we display the current wait time for a personalised product on our website. This time is a guide to how long you need to allow for us to make your product and is on top of the usual delivery schedule. This affects ALL delivery methods so if you choose to pay extra for First Class or Express Delivery, we will use that service after we are ready to send your complete order.
If you are in a desperate hurry, please contact us and we will see if we can accommodate your request. As a general rule, do not expect same day dispatch for any item that contains a personalised product. When you complete checkout and agree to our Terms and Conditions, you are agreeing that you understand this delay in dispatch and accept that we will not be dispatching your order until it has been created according to our estimated production time and is on top of our normal dispatch schedule.
What does it look like?
We stamp the lettering ourselves so they are personalised by a human not a machine. This gives each piece a unique and individual look. If you prefer a completely uniform and regular look, this may not be for you as you will need something like a machine engraved product.
Unless we specify with terms such as 'Silver Plated' or 'Fine Silver' descriptions of silver or gold mean the colour of the metal and not the type of metal used. For example, a gold curved disc is not made of gold, it will be gold coloured metal such as brass.
Can I return a personalised product?
No, we are sorry but personalised items are exempt from our 30 Day Returns Policy and the Distance Selling Regulations. Of course, you are welcome to return the product that the charm or keyring came with, you just can't return the personalised item itself.
I've received my item and it's got a mistake on it
We stamp exactly what you have input in the text box at the time you ordered. Please check and double-check your text at time of ordering. You will also receive a confirmation email when your order is placed and this gives you another opportunity to check that all details of your order are correct and as you expected. If you discover you have made a mistake, please let us know as soon as you can. Email would be best as it puts in writing what you want your text to say. Failing that, please call us and we will make the correction.
If you receive your item and only then discover you have a mistake in your text, we can correct it for you. However, you will need to post us the original item back to us at your own cost plus pay the postage for us to send the corrected item to you. The postage should be at Royal Mail Large Letter rates so should not be too expensive although we recommend you obtain and keep proof of posting.
Free Charms on Changing Bags over £75
If you are buying a changing bag worth £75 or more you can claim a free personalised bag charm. You will receive one of three designs which are worth £7 if bought separately. Remember this will affect the speed at which you receive your order, so if you are in a hurry you may be better off not selecting a charm. We reserve the right to withdraw this offer at any time.
If you decide you would like to return the bag that entitled you to the free charm, you can keep the charm and we will refund your bag in the usual way less £6 for the charm. If you don't wish to do this you MUST return the charm with your returned bag for a full refund.
The charm offer is not retrospective. This means you cannot buy a bag and then request a charm after your order has been placed. It must be requested at the time you order.
Our personalised items are not toys and must be kept away from babies and children. The small components offer a choking hazard and their shiny sparkly appearance will attract the attention of young children. Never leave your baby or child unattended in reach of these items.
These Terms and Conditions were updated 3 January 2017 to change free UK delivery to free UK delivery on orders totalling £15 or more.