Please note: We are currently closed while we move office. Orders placed after 3pm July 29th will ship on August 4th/5th. Apologies for any inconvenience.

Frequently Asked Questions

You can find answers to the most common questions below. If you would like to get in touch, please get in touch via the Contact page.

Ordering Information

Do you have an actual store I can visit?

We're afraid not! At this time Alphabet Bags is an online store only and orders cannot be collected in person. There are a number of Alphabet Bags stockists around the world so please do get in touch if you would like to hear about stockists in your area.

How do I place an order?

If you would like to place an order, simply click the 'Add to basket' button on the product's page and the item will automatically be added to your virtual shopping basket.

You can view the items in your shopping basket at any time by clicking on the link in the top right corner of the website.

Once you have finished browsing the website and would like to place your order you can review your shopping basket (as above). At this stage you will be able to select your country, and your shipping will be automatically calculated. Once you are happy with your order please click the red button to proceed to our secure checkout.

At the first stage of our secure checkout you will be given the option to process your order as a guest, or as an account holder. If you do not have an account you will be given the option to register.

After completing the checkout process you will receive confirmation emails from us, updating you on your order status.

If you have any trouble placing an order please do get in touch through the Contact page and we will do our best to resolve any issue.

How much do your products cost in my currency?

Prices are displayed in GBP (£). However prices can also be displayed in the following currencies: Euros, United States Dollars, Canadian Dollars, Australian Dollars, Swedish Kronor and Japanese Yen. To display prices in one of these currencies please select from the drop down menu at the top right corner of the website.

Unfortunately we cannot supply the exact prices of our products in other currencies at this time. However you can use The Universal Currency Converter at www.xe.com/ucc to perform currency exchange calculations using live, mid-market rates for the top 85 currencies.

Please note, all transactions are processed in GBP (£). Exchange rates are an estimate only, based on the latest figures.

What methods of payment do you accept?

We accept most major credit and debit cards. We also accept payments processed by Paypal.

The item I would like to purchase is out of stock, can you help?

Sorry about that! We do our best to keep good stock of all of our products however occasionally shortages can occur. We work hard to get a product back in stock as soon as possible. If you would like to be notified when an out of stock product is available to purchase again we would be happy to let you know. If an item is out of stock you will see a box on the product's page prompting you to enter your email address to be notified when more stock is available. As soon as more stock arrives you will automatically receive an email update.

Do I need to set up an account to place an order?

You do not need to register an account in order to place an order, you are welcome to check out as a guest. There are however benefits to having an Alphabet Bags account; you can check the status of your orders, view order history and change and manage your details.

Can I order over the telephone?

Yes, please feel free to call us. Orders placed on our website are processed quicker, so we do recommend ordering online.

How do I use a discount code?

To use a discount code please proceed to your basket. You will just need to enter the discount code in the box underneath your order summary and click apply. Please note only one discount code can be used per order. Please do sign up to our newsletter to hear about our occasional offers as and when they are available.

How will I know if you have received my order?

You will receive an order confirmation email from us once your order has been processed successfully. When your order has been shipped you will also receive an email to let you know the order is on its way.

Can I add items to existing orders?

If your order hasn’t been despatched, please get in touch with us via the contact page and we will do our best to amend your order before it is shipped. If your order has already been despatched you will need to place a new order for any additional items.

Can I cancel an order once it has been placed?

Typically orders are dispatched within 24 hours of being received (Monday-Friday). If you change your mind and want to cancel your order please let us know as soon as possible by getting in touch with us via the contact page.

It is important that you let us know as quickly as you can as if we receive your order late in the day it is possible it will be shipped within 30 minutes to make the last post. If you notify us and request a cancellation before your order is shipped we will gladly process a full refund.

If you request to cancel your order after it has been dispatched we will be unable to process a refund until the item(s) has been returned to us. Once returned to us we will process a refund for the cost of the item(s), but we will not be able to refund the postage and packaging costs paid.

Will a receipt be included with my order?

Your receipt will be emailed to you soon after your order has been processed. If you would like to receive a VAT receipt for your order please get in touch with us via the contact page. A packing slip will be included in your package, this packing slip does not contain any pricing information.

Your Account

How do I register for an account?

Thanks for your interest in registering for an account! To do this please complete the registration form on the My Account page. You can also register for an account during the checkout process.

Delivery

Do you ship internationally?

Yes! We are happy to ship orders anywhere in the world.

The cost of shipping to your address will be calculated based on the number of items in your basket. You can also view our shipping rates by clicking here

Which delivery services do you use and how long will delivery take?

Orders placed before 3pm GMT (Monday to Friday) are usually dispatched the same day. Please be aware however that we are a two person team and we do our best to dispatch orders the day they are received or the following day, however occasionally this is not possible.

If for any reason an order placed cannot be shipped within 48 hours (excluding weekends and bank holidays) a message will be displayed in the shopping basket detailing revised shipping times.

We use Royal Mail to ship the majority of orders. You will be able to select from the following delivery options during the checkout process.

UK Shipping
Within the UK orders can be sent using the following services:

Royal Mail First Class
Royal Mail estimate that this service usually takes 1 to 2 working days and a signature is not required upon delivery. Please note the delivery times are an estimate only and are not guaranteed by Royal Mail. Please allow up to 14 days for delivery.

Royal Mail Special Delivery (next working day)
Royal Mail guarantee delivery before 1pm the next working day from dispatch. Please note that a signature is required upon receiving the package.

International Shipping
International orders orders can be sent using the following services:

Royal Mail Airmail
Royal Mail estimate that this service usually takes 5-10 working days for customers in Europe and 7-14 working days for customers outside of Europe. The Royal Mail Airmail service will not require a signature upon delivery and is not trackable. Please note the delivery times are an estimate only and are not guaranteed by Royal Mail. Please allow up to 30 days for delivery.

International Couriers
If Courier is selected your order will be shipped using a UPS or Fedex courier, or another courier depending on availability. Couriers will usually deliver within 1 to 5 working days after your package has been dispatched and a signature will be required upon delivery.

You can view all delivery service options and delivery costs by visiting our delivery page. 

How much is delivery?

Delivery is calculated based on the number of items in your basket. 

For an up to date breakdown of all Alphabet Bags delivery prices please visit the Delivery page.

Is an express delivery option available?

Yes! For customers in the UK we offer Royal Mail Special Delivery, a next working day service. If you place an order before 3pm (Monday to Friday) your order will usually be shipped the same day for delivery the next working day by 1pm. Please note a signature is required upon delivery.

If you are placing an order outside of the UK and your order is urgent we recommend selecting the Courier delivery method. 

Can I track my delivery?

Tracking information is only available for international orders sent using the courier service.

What should I do if I think my order is lost?

If you are ordering from within the UK and have not received your order within 14 working days please get in touch with us via the contact page and we will do our best to look into this for you.

If you are ordering from outside the UK and have not received your order within 30 working days please get in touch with us via the contact page and we will do our best to look into this for you.

Exchanges, Returns & Refunds

What do I do if there is something wrong with my order?

Please get in touch with us via the contact page as soon as possible letting us know what the problem is, we will do our best to help.

How do I return or exchange an item?

If you are not happy with your purchase and would like to return an item please get in touch us via the contact page within 10 days of receiving your order. We will give you details of how to return the item(s).

Please then return the item(s) in the original condition within 30 days and we will issue a refund or exchange the item if preferred.

Products

Can you print products with my own design or in a different colour?

I'm afraid not. At this time we are unable to offer any custom printing. Sorry!

How do I care for my item?

Care instructions can be found on each product's page on our website (under the care tab). You'll also find a care label inside the product which will give care instructions.

Wholesale

Do you have a wholesale option for retailers?

Yes we do! Please feel free to register for a trade account by following the trade link at the bottom of any page.

Mailing List

Do you have a newsletter?

Yes! Our newsletter is the best way to be kept up to date with new releases at Alphabet Bags.

To do this please enter your email address in the newsletter subscription box located at the bottom of the website. If placing an order with us you can also opt to sign up to our mailing list during the checkout process.

If you have trouble signing up please get in touch with us and we would be happy to add your address manually.

We will never give your email address to a third party and our newsletters will only be sent from time to time to notify you of new releases, discounts and competitions.

How else can I keep up to date with Alphabet Bags?

Lots of ways! You can follow us on Twitter, find us on Facebook, see our snaps on Instagram and take a nosey at our Pinterest