FAQs

FAQs

 

Please find below the list of Frequently asked Questions(FAQs). Please get in touch with us at 01535 680455 or custserv@epacks.co.uk  in case you need further information.

 

1. I can’t find my country in the list of countries listed. What do I do?

 If you can’t find your country in the list of countries, chances are that we do not ship to your country. But, please get in touch with us to confirm this. We might be able to get in touch with our delivery partners and let you know based on the latest information we have.

 

2. What are the ways through which I can place an order?

 You can place your order through:

  A. Website (www.epacks.co.uk)

  B. Phone: 01535 680455

 

3. What is your returns policy?

Please refer to the following link http://bit.ly/nIOyQi

 

4. What is the procedure for returning a bag?

Please refer to the following link http://bit.ly/nIOyQi

 

5. What are your terms and conditions?

Please refer to the following link http://bit.ly/okl6Sv

 

6. What are your contact details?

You can get in touch with our Customer Service team through:

Phone: 01535 680455 (Mon-Fri 10AM - 7PM)

E  Mail: custserv@epacks.co.uk

Live Chat: Refer to left hand column on our website.

 

7. What are your opening times?

 We are open from Monday – Friday from 10AM – 7PM

 

8. Where do I find more about the warranty which you offer.

Please refer to the following link http://bit.ly/okl6Sv

 

9. What is the delivery service which you use to ship products?

We ship our products through:

Royal Mail - bags and backpacks

DHL/YODEL  - Express Delivery service & luggage bags

 

10. What is the difference between standard and express delivery?

Standard delivery: Items normally take 2-3 working days to be delivered for UK Mainland

Express delivery: Items normally take 1-2 working days to be delivered for UK Mainland

 

11. I find a red smiley next to the product which I want to order. What does that mean?

A red smiley indicates that particular product is currently out of stock. Please get in touch with us to know when it gets back into stock.

 

12. I cannot find the ‘Add to shopping basket’ button next to the product I want to buy.

Items without a shopping basket icon are meant to be on the website for pre-order. These products will be with us shortly and are open to pre-order by contacting us.

 

13. How long will a pre-order item take to get delivered?

Pre-order items generally take 10 working days to get delivered.


14. What payment methods do you accept?

You can pay via:

a. Pay Pal (Credit/Debit card & using your Pay Pal account)

b. Google Checkout

c. Credit/Debit card

 

15. I was not at home when my item was attempted to be delivered. What do I do?

If you are not at home when delivery was attempted, generally   a card is left by the delivery service provider. You can contact the phone number on the card to arrange for a re-delivery. Alternatively, parcels are left with neighbours if instructions are given at the time of order. If you need further assistance at any point, please contact us and we will be able to assist you.

 

16. Do I have to pay import or custom charges on delivery?

For regions outside of the European Union any customs or import duties may be charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). There are no customs or import duties within the EU as we ship from the UK.

 

17. How long does it take to process my refund?

Once we receive the request for refund, it would take us 24 hours to process the refund. Please note that it can take up to 48 hours from the time of refund for the money to be credited to your account.

 

18. What do I do if I have received a faulty product or the wrong item?

Please contact us and we will send you a pre-paid postage label. Please affix the label on the parcel and send it back to us with a note saying why you are returning. Once we receive the bag, we can send out another one at the earliest or issue a refund if you wish so.

 

19. What if I do not receive my bag within 4-5 working days from date of order?

Please get in touch with us through phone. Chances are that the bag might have been delayed in post. We will get in touch with our delivery partners to get the item to you at the earliest.

 

20. I am travelling over the weekend. When do I need to order my luggage bag?

All luggage bags are sent via DHL/YODEL. Shipping will take 24 – 48 hours within the UK and slightly more to Offshore. But, we would strongly recommend to order at least 3 working days before the date of travel.

 

21. I am travelling over the weekend. I have still not received my luggage bag. What do I do?

If  you are travelling over the weekend and not received your bag till Thursday, please give us a call ASAP(Chances are that the bag might have been delayed in post). This would allow us 1 working day(Friday) to get in touch with our delivery partners to get the item to you at the earliest.Please note our delivery partners might not be open on Saturdays and Sundays.

 

22. What do I need to do in order to amend my order?

Items are normally shipped within 1 working day of the order being placed. If you would like to amend your order within the end of the working day, then please get in touch with us ASAP.