Shipping & Returns Policy

At Hexago Bag Shop, we’re committed to providing premium quality bags and accessories with exceptional customer service. Please review our shipping and returns policy below.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
  • Free Shipping (Orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on destination and customs processing. We currently ship worldwide except to certain Asian countries and remote areas.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal.

Returns & Exchanges Policy

We stand behind the quality of our premium bags and accessories. If you’re not completely satisfied with your purchase, we’re happy to offer returns or exchanges within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused and in its original condition with all tags attached
  • The item must be in its original packaging
  • You must initiate the return process within 15 days of receiving your order

Important Exception: For hygiene reasons, toiletry bags cannot be returned or exchanged unless they arrive defective or damaged.

Return & Exchange Process

  1. Contact Us: Email our customer service team at [email protected] with your return/exchange request within 15 days of receiving your order. Please use the template provided below.
  2. Approval: We’ll review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Packaging: Securely package the item(s) in their original packaging with the RMA number clearly visible.
  4. Shipping: Ship the package to our return address using a trackable shipping method.
  5. Processing: Once received, we’ll inspect the item(s) and process your return or exchange within 3-5 business days.

Return Request Template

Use this template when emailing your return or exchange request:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Hexago Bag Shop Customer Service,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Details:

  • Product Name: [Product Name]
  • Reason for Return/Exchange: [Brief Reason]
  • Preferred Resolution: [Refund/Exchange for (specify product if exchanging)]

Please let me know the next steps.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number (optional)]

Refund Information

  • Timing: Refunds will be processed within 5-7 business days after we receive and inspect your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.

Exchange Information

  • We’ll ship your replacement item once we receive and process your return.
  • If the exchange item is of higher value, you’ll need to pay the difference.
  • If the exchange item is of lower value, we’ll refund the difference.
  • Standard shipping rates apply for exchange shipments unless you qualify for free shipping.

Damaged or Defective Items

If your item arrives damaged or defective:

  • Contact us immediately at [email protected] with photos of the damage/defect.
  • We’ll arrange for a free return shipping label and expedite your replacement or refund.

Return Address

All returns should be sent to:

Hexago Bag Shop Returns
33 Hope St
Glasgow, GB G7O 4CA
United Kingdom

International Returns: Customers outside the UK are responsible for any customs duties or taxes associated with returning items. We recommend declaring the package as “Returned Goods” to potentially reduce these fees.

If you have any questions about our shipping or returns policy, please don’t hesitate to contact our customer service team at [email protected].