Help Centre
Returns and Refunds
Please note that in order for a return to be eligible, it must be in pristine condition and raised within 28 days of receipt. If you are returning faulty goods, please contact our customer service team within 48 hours of receiving your items via your preferred contact channel below.
1. Register Your Return
Start your return by clicking HERE. If you are returning faulty goods please contact our customer service team within 48 hours of receiving your items via your preferred contact channel listed below.
2. Post Your Return
Proceed through to the portal and you’ll be given the option to choose a carrier to fulfil your return.
If posting, remember to ask for a receipt for proof of postage.
3. We'll Do The Rest
Once received, we'll refund the amount for the returned goods and send you a notification via email. This can take 3-5 working days from the date we receive the return.
Start your return by clicking HERE. If you are returning faulty goods please contact our customer service team within 48 hours of receiving your items via your preferred contact channel listed below.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items.
Please note that in order for a return to be eligible, it must be in pristine condition and raised within 28 days of receipt. Please return the items in their original packaging with all tags intact. Package the items securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you return your items to us. For hygiene reasons we will not accept returns or offer an exchange on unsealed cosmetics, pierced jewellery, face masks or underwear & swimwear where the hygiene seal has been removed.
We have extended our normal returns policy for the Christmas period. Any gift bought between 1st November and 24th December 2022 can be returned up until 16th January 2023.
All other terms and conditions apply. This does not affect your statutory rights.
Unfortunately, we are unable to offer an exchange service at this time. Please follow the returns procedures to return your item(s) and place a new order for the replacement.
All successful returns will be credited to the original method used for payment. The original shipping charges will not be refunded. We will notify you via email once we have processed your return. Your refund should be returned to your account within 5 working days of us processing the items in our warehouse and we will send you an email to let you know when your refund is on it's on its way.
If you do not receive your refund and it has been 10 working days since you received our email informing you that your return has been processed, then you will need to contact our Customer Service team through your preferred contact method listed below.
We want all of our customers to enjoy their products so if you are not happy with your order then you can send it back to us.
Please note that in order for a return to be eligible, it must be in pristine condition and raised within 28 days of receipt. Please return the items in their original packaging with all tags intact. Package the items securely and ensure our returns form is included inside.
We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before use outside and if there is an issue with size/fit then please follow the normal returns process. For hygiene reasons we will not accept returns or offer an exchange on unsealed cosmetics, pierced jewellery, face masks or underwear & swimwear where the hygiene seal has been removed.
As soon as we receive your order we will review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
Although we take care to prevent any damage to your goods within our warehouses and during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged or faulty item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
We ask that you contact us within 48 hours of receiving your items via your preferred contact channel listed below. Please provide details of the fault and provide pictures for our team to review.
We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before use outside and if there is an issue with size/fit then please follow the normal returns process.
Delivery
We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is. Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our UK delivery and international delivery pages can give you more information around expected delivery timescales.
If you do need to report your order as lost then please contact our customer service team through your preferred contact channel listed below.
Our UK delivery and international delivery pages can give you more information around expected delivery timescales.
Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order. It is therefore possible that the missing item may be on a separate shipment. Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.
If the item is listed on your dispatch confirmation email but has not arrived within the parcel, please contact our customer services team via your preferred contact channel listed below within 48 hours of receiving your parcel.
Although we take care to prevent any damage to your goods within our warehouses and during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged or faulty item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
We ask that you contact us within 48 hours of receiving your items via your preferred contact channel listed below. Please provide details of the fault and provide pictures for our team to review.
We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before use outside and if there is an issue with size/fit then please follow the normal returns process.
We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don’t worry as we can help. Please send us a message through your account.
We will need to know the following information so that we can fix this for you:
1. Order Number
2. Incorrect item received
3. The correct item ordered
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.
Ordering
Once your order has been placed, you'll have up to 15 minutes to cancel your order. After this timeframe we will unfortunately be unable to cancel your order.
We advise contacting our customer service team via the livechat link below or by phoning us on +44 (0)1618131485 so we can try to resolve this quickly for you.
Alternatively, you can attempt to cancel the order yourself via your account by following these steps:
- Visit your account HERE
- Select the order that you wish to cancel
- You can choose to cancel individual items or the whole order.
- We will send you an email within an hour to let you know if the cancellation has been successful.
Unfortunately, it's not always possible for us to cancel the order. This is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.
Your account will show any previous orders you have placed. Click here to track your order.
Click on the order you want to view to find out more. If the order has been sent tracked then you will be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, click on 'Message' within your account to contact our Customer Service team or speak to us across Live Chat.
Your account makes it easy to keep track of all your orders.
Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.
We will also send you a dispatch email as soon as your order is on the way.
We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
All items ordered with My Bag are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we will get in touch to let you know.
All orders need to be placed through your online account. However, our Customer Service team are always on hand to provide support and guidance if required.
See our contact page to get in touch with them now.
Don't worry we understand that this can happen; you can try and cancel the item in your account.
You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.
If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.
If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance.
Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.
If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account.
Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
It's easy to place an order with us! Once you have found the item you want, you will need to click 'Add to Basket'. You'll be offered the choice to 'Continue Shopping' or 'View Basket' - if you've got everything you need, proceed to your basket and this will give you the option to review your items and check out by clicking 'checkout securely now'.
You will be asked to create an account or sign in if you have an existing account. You also have the option to 'checkout as guest' if you don't wish to create an account with us.
To complete your order, fill out your delivery and payment information. Before you place the final order, check all the details on the page are correct. Once confirmed, clicked the 'submit my order' button. We will send you an email to confirm your order has been placed and again as soon as the order is on its way to you.
If you require any further assistance, you can contact our customer services time using your preferred contact method listed below.
Yes, click on the bag icon at the top of the page (or on the bottom of the page on our app) and you will be able to see the item(s) you have in there so far. You can click here if you're unable to find it.
Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking 'Add a new address'.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order. It is therefore possible that the missing item may be on a separate shipment. Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.
If the item is listed on your dispatch confirmation email but has not arrived within the parcel, please contact our customer services team via your preferred contact channel listed below within 48 hours of receiving your parcel.
Payment and Discounts
We are sorry to hear your code isn't working, you will need to check that you are not trying to use more than one code per order and that your item isn't excluded. You can refer to our special offer T&Cs and exclusions here to check.
Please note that for new customer discounts, you'll need to create an account and be logged in for your discount to apply at the basket. These types of promotions won't be available for customers using 'guest checkout' facilities or customers who have shopped with us before.
If the code isn't being affected by one of the issues above then please contact our Customer Service team through your preferred contact channel listed below.
Once you have found all the items that you want head to your BASKET, you will see a box located below your list of items which says 'Got a discount code? Enter it here'.
Add your discount code or voucher code into this box and click 'Add' to apply the discount. If the code does not work then you will need to check that you are not trying to use more than one offer and none of the items are on our exclusions list.
If you need any further assistance, please contact our Customer Service team through your preferred contact method listed below.
We offer a variety of online payment methods including Visa, MasterCard, Maestro, American Express, Alipay, PayPal and One4all. We have also teamed up with a number of 'buy now, pay later' partners including Klarna, Clearpay, Splitit and LayBuy so you can split the costs of your orders.
You can select your preferred payment method at checkout.
As we take fraud very seriously, you will face validation and authorisation by us and the card issuer. We do this to ensure that our customers are safe while they shop.
If you are seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you will need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you have done all of the above and still the problem is not fixed, then please contact our Customer Service team using your preferred contact method listed below.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
Earn £10 credit every time you successfully refer a friend to MyBag - Plus we'll give them 20% off their first order too*!
CLICK HERE to find out more about how our referral plan works.
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you will need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite My Bag products with ease. You can manage your saved payment cards by clicking into 'Payment Cards' under Account Settings in your account.
From time to time we treat our newsletter subscribers and app users to exclusive discounts and promotions. You'll be the first to hear about all our latest offers and promotions and will get a first look at our sales.
Sign up to our email newsletters by clicking here
Download The Hut app on the App Store by clicking here
Download The Hut app on the Google Play Store by clicking here
Don't forget to turn your notifications on to be notified when the promotions are available!
My Account
If you no longer want to receive My Bag news, then you can log-in to your account and select the 'Email Preferences' option to make this change.
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you will see a range of categories at the bottom of the page under 'Account Settings'.
You can rest assured that shopping with My Bag is safe.
We're fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Don't worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we will send you instructions on how to get this reset.
Authenticity and Packaging
Website
Please refer to our Privacy Policy page.
Please refer to our Terms and Conditions page.
If you are having problems accessing the checkout or any part of our website, then please get in touch via your preferred contact channel listed below so we can investigate and fix this for you.
Brexit
Following the UK leaving the EU from January 1st 2021, MyBag would like to reassure all our customers that there will be no change to your shopping experience.
MyBag is committed to making sure you have all the information you need and we have provided the FAQs below to answer any questions you may have.
As always, if you have any additional questions then please contact our Customer Service team who will be happy to help.
MyBag can confirm that your shopping experience will not be impacted, and you will be able to continue to place orders to EU destinations as normal.
All our orders to EU countries will be delivered duty paid (DDP) and there will be no customs fees for you to pay.
We have made the necessary changes to ensure your shopping experience is not impacted, meaning delivery timeframes will remain unaffected.
Once you have selected your products, please refer to the checkout for delivery timescales specific to your shipping address.
All products will continue to be shipped from the UK.
For any products shipping from the UK to addresses in the EU, tax and duties will be settled on your behalf with our courier, so there is no additional cost to you.
There are no price changes as a direct impact of Brexit. We regularly review our pricing to ensure we remain competitive.
No, all returns from European countries will go back to our distribution centre located within the EU.
Please note that UK returns are free however international returns costs will need to be covered by yourself. You can learn more about our returns policy HERE.
Update to privacy policy
Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.
We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.Before the re-org:
In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.
After the re-org:
The new controller are the newly incorporated legal entity:
·
THG
Luxury Limited
This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.
This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.The email you received was not a marketing email. It was an important announcement about a change of legal owner in relation to databases in which you are included. When you opt out of receiving marketing emails, we need to keep you on the database so that we know not to send you marketing communications. You do, of course, also have the right to have your data deleted from the database entirely in which case please use the link you see at the bottom of the email.
You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.
COVID-19
According to the World Health Organisation (“WHO”), the chances of contracting COVID-19 from an inanimate object are very low. However, MyBag is constantly monitoring the situation (and any official advice issued in connection with the same) and MyBag is taking sensible measures to protect customers and staff. We suggest you review the WHO website for latest advice in this regard.
Specifically, in respect of the threat of COVID-19, additional measures implemented by MyBag currently include the following:
· All MyBag employees have received additional education and training on hand hygiene and we have deployed additional hand sanitisers throughout all workplaces.
· We are adhering to UK Government guidelines and supporting employees who need to self-isolate for 7 days, should they have any concerns or show flu-like symptoms, have a high temperature or a persistent cough
· In addition, we are taking extra precautions on reducing any touch and transmission points throughout all MyBag premises and workplaces.
In response to COVID-19, all our carriers are taking precautionary measures to ensure the health and wellbeing of their drivers and our customers.
Please be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently no impact to our delivery services at this stage, however we encourage all customers to use your home address for delivery.
Moving forward all carriers will operate a contact free delivery service which means that you won’t be required to sign for any parcel that’s delivered.
You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.
We hope that you understand and appreciate the measures that have been implemented are to protect you and ensure we can continue operate as normal.
We also have strict safeguarding measures in place across each of manufacturing and distribution sites across the globe, which go far beyond any Government guidelines. This is to ensure our teams can work safely while maintain social distancing at all times. Other measures include providing our manufacturing and distribution colleagues with ready-to-cook ingredient meal packs at the end of each shift, sufficient to feed a family of four. These are provided free of charge and aimed at reducing the needs of our staff to visit supermarkets, increasing their own safety while reducing the strain on supermarkets to help the more vulnerable in our local regions.
We are introducing world-leading measures to monitor and safeguard the health of all colleagues working in our fulfilment centres. In addition to temperature checks and social distancing measures across all sites, we will be installing thermal imagery technology throughout our Warrington premises, with plans to deploy globally. This innovative equipment will allow us to offer early detection of elevated body temperatures which may indicate the presence of a fever,via non-invasive and non-intrusive technology. We don’t believe any other company has taken this measure.
