Support

Support

Our Promise to You Here at Bagsoffreshness we have one primary aim: to offer you the goods, prices and service you want. We are a small enough company to be able to monitor every order from the moment we receive it to the moment in reaches you, but we are also large enough to negotiate the best prices around and pass them onto our customers. If you have any suggestions or comments please email us at support@bagsoffreshness.co.uk You can contact us for support on 08000433280. Please note - this number is not for telephone sales - only questions or support. Making A Purchase Making a purchase couldn't be easier. Just browse our catalogue and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Checkout" and you will be asked for the few details that we need to be able to satisfy the order. We try to ensure that all items on the website are in stock although inevitably sometimes we do run out of stock of some items. When we sell out of a product we will either remove it from the website or mark it on the website as "out of stock". If in the exceptional circumstance that we take your order for an item, but run out of stock prior to your order being dispatched, we will backorder for you. We will endeavour to email you with the option to cancel your order if you would rather not wait. We trade in sterling (GBP). Any figures shown on the website in other currencies are for guidance only. Check with your card issuer for their rates and fees for international transactions. Cards keyed online are automatically debited at the time of purchase. Purchase Online via the website We accept Visa (now including Visa Electron), Solo, Switch and MasterCard. The website will give you the option of sending your credit card information via phone, email , or by Paypal.We currently offer credit and debit card services by Worldpay , a world leader in payment providers , giving you the peace of mind to shop securely. We also offer payments via Paypal for your convenience. All these payment gateways offer a secure methods of payment , and each have their own secure webpage when entering your card details. You can verify this by ensuring the page you are on is preceded with https://. Shipping And Handling Postage and Packaging for delivery is charged at as near to the actual cost for ourselves as possible. We do not aim to profiteer from postage, and try to keep these costs to a minimum. We do not post Second Class. All packages sent from Bagsoffreshness are sent via a 'Signed For' service. This is for insurance purposes for both ourselves and our customers. The website knows the weight of your order and the shipping destination. Please choose a shipping option appropriate to your order. Only the shipping options appropriate to your order will be displayed. We use Royal Mail recorded delivery service for our customers in the UK , in order to get the best combination of service and value for money for our customers. The prices for Postage and Packaging are as follows:- UK Our standard delivery is via Royal Mail 1st Class Signed for service , and enjoys a usual 90% next day delivery success rate. Special Delivery We offer a 'Next Day' Special Delivery service for customers who wish to guarantee their delivery to be delivered before 1pm the next working day. Your order must have been placed in our store before 1pm to guarantee a 'next day' service. This is a service offered by Royal Mail , and working days are Monday to Thursday, not including Fridays Saturdays, Sundays and Bank or Public Holidays. DHL Courier Our standard courier service , which offers a 24/48hr delivery service. Your order must have been placed before 1pm to have your order delivered the next day (orders on Friday will not be processed until Monday for this service) Delivery Schedule Your order will normally be dispatched the same day if we receive it before 3pm UK time Monday to Friday with the exception of English public holidays. Rarely , if we are awaiting stock due to customs clearance etc your goods may be delayed for longer than this period. This only happens in exceptionally busy times and is not the normal procedure , but please allow up to 5 working days for delivery. We will try to dispatch orders received after 2pm on the same day, but if that is not possible, they will be dispatched the next working day. All goods that require a signature for proof of postage will need to be signed for on delivery, and it is the responsibility of the recipient to ensure that the goods are signed for , or collected from a local sorting office or post office (in the case that you were unavailable to sign at the time of delivery ). Your local sorting office or post office will only keep these goods for a certain amount of time before returning them to us. If the goods are returned , and are still required , then a delivery charge equal to the original will be required before we will attempt to re-deliver the item/s. If the goods are not required , then a 15% handling fee will be charged , and your money will be refunded Customers in the Highlands of Scotland may find that their deliveries take one extra working day to arrive. Note that cross-border shipments are subject to opening and inspection by customs authorities. Cancelling or Returning an Order Under the EC Distance Selling Directive, you have the right to cancel the contract for your purchase within 7 working days of delivery. Because of the nature of the goods , we can only accept the goods being returned , if they are unopened , and have the plastic cellophane intact and are in a re-sellable condition. We will also accept unwanted goods being returned in this condition ( subject to an accepted RMA) up to 28 days after your purchase. All goods after this period remain the property of the purchaser and will not be subject to any refund. All returned goods will be subject to a 15% restocking fee How to request a Return Merchandise Authorisation (RMA) 1.Log into your member area , and locate the order that you wish to return. You can return part of an order as well. 2.Scroll down the order to the bottom where it says ' How to return an order' and click on the blue highlighted text 3.Select the item you wish to return from the list of items in your order. 4.Fill in the details box explaining why you want to return the product to us (this must be unused and resellable - see above) 5.You will then recieve further instructions from us on how to return your goods, along with an RMA Number A RMA number must be requested from ourselves prior to returning any goods. Once you have a RMA number you can post your goods to: Bags Of Freshness PO Box 3809 Sheffield S20 9AE RMA number We also require you to use a recorded-delivery service. Note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error. You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing). When we receive the goods with the notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item. Lost Goods If your goods have not arrived within 7 days of the delivery confirmation email (for International orders , please allow up to 28 days), please email or telephone to let us know. We will require a confirmation email from yourselves regarding the lost items before we can enter into the refund or replacement procedure. Royal Mail stipulate that goods are only deemed lost if they are missing for more than 15 days , but we do not expect our customers to have to wait this long before we ship replacement items (unfortunately International customers will have to wait the full 28 days) After receiving your confirmation email , we will refund or resend the missing item/s. This package will have 'replacement' written on the package so you are aware that this is not the original lost item that has arrived late. If any other missing package arrives from Oxyshop before or after the replacement item has been confirmed as being sent, please DO NOT SIGN FOR THE PACKAGE. This item will then be redirected back to ourselves without you or ourselves incurring any further postage costs. Please be aware that if you do sign for the goods , you will be responsible for either purchasing the goods , or return postage. Credit Card Security We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using industry standard SSL encryption on both the Worldpay and Paypal gateways. They are not held in clear text on any web site. This system is approved by the UK high street banks. Complaints Procedure In the unlikely event that you have a complaint concerning an order through Bags Of Freshness you can contact us by the following methods:- You can contact us by e-mail at support@bagsoffreshness.co.uk or by letter . We will acknowledge receipt of your email within 1 working day. A senior manager at Oxyhealth will personally deal with your complaint and you will be kept informed during all stages of the complaints procedure. The address to write with your complaint to is Customer Services Bags Of Freshness PO Box 3809 Sheffield S20 9AE Use of Cookies We use technology to track the patterns of behaviour of visitors to our site. This includes using a "cookie" which is stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. Privacy Policy Bags Of Freshness are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the UK Data Protection Act 1998). Information we collect about you. We collect information about you for 2 reasons: firstly, to process and deliver your order and secondly, to provide you with the best possible service. We will not supply any of your details to any third party in the future except for the purposes of debt recovery, unless required by law. The type of information we will collect about you includes: your name, address, phone number, email address, goods ordered and credit/debit card details. We will never collect sensitive information about you without your consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you notify us of any inaccuracies we will correct the errors promptly. Bags Of Freshness is part of the Oxyshop Ltd group of companies. Registered in the UK Company number 5538756