Is ordering from you on the Internet safe and secure?
Generally it is just as safe to order online as it is to pay using your credit or debit card in a shop. This site uses a Thawte Security Certificate, which guarantees that we are who we say we are.
Do you ship to my country?
Yes, we ship globally.
How long will it take for my order to arrive?
We try to dispatch within 1 to 5 working days. Once your order has been dispatched it usually takes approx 1 to 3 working days to be delivered to UK addresses, approx 5 – 10 working days to be delivered to European addresses and approx 2 - 3 weeks for all other countries.
What do I do if the goods I ordered haven't arrived?
The first thing you should do if the goods haven't arrived even though we've emailed you telling you they've been sent, is to contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should await 5 working days after the item has been dispatched to do this. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn't been able to help you, email our customer service team with your order number and item missing to orders@sandbag.uk.com who will then investigate the matter for you.
Orders unless stated otherwise will be dispatched using a 1st Class Royal Mail postal service and therefore do not have tracking references.
What should I do if I have problems placing my order?
If you have a problem at any point please contact our customer service team on 0118 9569 183 (+44 118 9569183 from outside the UK).
Can I change my order after it has been submitted?
Yes you can, but please be quick and make sure you contact our customer service team (orders@sandbag.uk.com) before your order has been dispatched. If your order hasn't dispatched at the point of contact, our team will arrange to change the order. You can also call our team on 0118 9569183 (+44 118 9569183 from outside the UK).
What do I do if I've placed a duplicate order?
If you order twice by mistake send a message to our team before your order has been dispatched and tell them the reference number of the item you want cancelled. They will arrange to cancel the order and refund you any money you've paid. You can only cancel an order prior to it being dispatched.
Why didn't I receive an email confirming my order?
The normal reason for not receiving your order confirmation is that you are using a Hotmail account or similar as your email address and you have exceeded your mail quota or the message has been spam filtered. The other reason is that you accidentally entered your email address wrongly when you registered it with us.
Do you offer wholesale prices to shops and other businesses?
We may be able to help you, please contact wholesale@sandbag.uk.com
How accurate are the product images on the site?
We work very hard to make sure that the images on the site reflect the actual products we sell. Colour variations are inevitable when viewing online content.
How accurate are the sizes listed on your Web pages?
We do our best to make sure that the sizes we show are right and unlike many other sites give a chest measurement on our t-shirts rather than just a small, medium or large size guide.
How do I get you to stop emailing me your newsletter?
All you have to do is to click on the link at the bottom of one of the newsletters you’ve received from us.
How can I order from you without using my credit card on-line?
We accept cheques and postal orders from UK customers and international customers made out in GBP£ and made payable to Sandbag Ltd.
How can I pay for my order?
We accept payment from the credit cards and debit cards mentioned below.
Please note: We only accept cheques/money orders made out in UK sterling pounds.
Cheques/money orders must be made payable to Sandbag Ltd.
Which credit cards do you accept?
We accept all credit cards issued by Mastercard, Visa, JCB.
Which debit cards do you accept?
We accept Mastercard, Visa Debit, Visa Delta, Visa Electron, Maestro, Solo and Maestro.
When am I charged for my order?
All credit card, debit card transactions are debited at the time you submit your order on the store. This will include PRE ORDER items.
What are your shipping rates?
Shipping rates will be shown in full before you confirm your order and will vary depending on item value and delivery destination.
How will I know when my order ships?
Once your order has been dispatched from our warehouse an automated email is sent to your registered email address letting you know. Orders are dispatched using a 1st Class Royal Mail service unless otherwise stated and therefore will not have tracking references.
I'm not at home during the day. How can I get my goods?
We offer you the option of giving a delivery address other than your home address so you could arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person isn’t able to deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery.
What should I do if some of my order is missing?
There can be a several reasons why you may receive your order with some items missing. The usual reason is that your order has been sent out in more than one package and you haven’t received them all yet. Another cause is that one of the items you ordered was unavailable and so we have refunded you for that item. The final reason for your order missing items is that we have made a simple mistake while picking your order. If you discover that your goods are missing you should send us a message or call our customer service team on 0118 9569183 (+44 118 9569183 from outside the UK).
Or email orders@sandbag.uk.com and explain the situation.
What should I do if you've sent me the wrong goods?
If you discover that your goods are incorrect you should send us a message or call our customer service team on 0118 9569183 (+44 118 9569183 from outside the UK). and explain the situation. We will arrange for replacements to be sent out to you and instruct you on what to do with any incorrect items you received.
Contact
For enquiries regarding merchandise sales please email; Orders@sandbag.uk.com
For enquiries regarding Digital content sales please email; downloads@sandbag.uk.com
For enquiries regarding ticket sales please email; tickets@sandbag.uk.com
When contacting our Customer Care team please include as much information regarding your query as possible. We will need to know your order reference, item purchased and the online store you have ordered from.
Alternatively please give our Customer Care line a call between 9am – 5.30pm Monday to Fridays on; 0118 9569 183