Frequently Asked Questions at Send My Bag™

FAQ

what can i send

What can I send?

Is there anything I can't send?

Can I send toiletries and other liquids?

Can I use a box instead of a suitcase?

Can I send laundry bags, bin liners or plastic storage boxes?

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placing an order

Do you have an app?

How much does it cost to ship a bag?

How long will it take for my bag to arrive?

Can I send my items on the standard service instead of express?

Can I estimate the weight and dimensions? How do I measure my bag?

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payments

How do I make an outstanding payment?

What payment methods do you accept?

When is my payment debited?

Does Send My Bag hold credit card details?

Why has my card been declined?

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preparing your items

How should I prepare my suitcase or box for travel?

Do I print and attach the labels myself?

I don't have a printer, can I add label printing to an existing order?

How do I get Label Holders? Can I add label holders after placing my order?

How do I secure labels to a bag without Label Holders?

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collections

What kind of addresses can you collect from and deliver to?

What time will my collection take place?

Will I receive a call/text before my collection?

Can I change my collection date?

Can I change my collection name, collection address or telephone number?

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tracking

How do I track my bag/box?

My bag has been collected, but isn’t tracking?

Why has my bag stopped tracking?

Why is my order showing as ‘On Hold’?

Why is my bag in a country other than the one I’m sending to?

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customs

Do customs affect me?

What Information do I need to provide to achieve duty free clearance?

What is the 'Declared Value for Customs'?

How much customs duty will I need to pay?

How long will customs clearance take?

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delivery

What kind of addresses can you collect from and deliver to?

How do I know when my bag will be out for delivery?

Can I change my delivery name, delivery address or telephone number?

How long will it take for my bag to arrive?

What time will my bag be delivered? Will I receive a telephone call?

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Modify Order

Can I change my delivery name, delivery address or telephone number?

Can I cancel my order?

Can I change my collection date?

Can I change my collection name, collection address or telephone number?

I don't have a printer, can I add label printing to an existing order?

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account access

I can’t access my account.

I’ve forgotten my password. How can I log in?

I haven’t received a confirmation email from you?

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about send my bag

What are your customer service opening hours?

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additional options

Can I increase my cover level?

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after delivery

My bag has been delivered damaged, how do I make a claim?

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problems

My bag has been delivered damaged, how do I make a claim?

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other

Can I be an affiliate?

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points and credit

What are Send My Bag points?

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remote areas

What is a ‘Remote Area’?

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students

Can I have a discount?

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discounts

Can I have a discount?

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oversize / overweight

Why have I received an oversize / overweight notification?

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trust and protection

Do you offer insurance? Are my bags insured against loss?

Can I increase my cover level?

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quotes

How much does it cost to ship a bag?

What are your size and weight allowances? How exactly is my price calculated?

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