Frequently Asked Questions at Send My Bag™

Covid-19: Our service is operating as normal. More info.

FAQ

When do I need to send for delivery by Christmas 2020?

Please visit our Holiday Season & Christmas Shipping Guide for recommended send by dates, opening hours and other top tips.

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what can i send

Is coronavirus Covid-19 affecting the Send My Bag service? Can I still ship?

Shipping cosmetics and food between the UK and EU after Brexit

What can I send?

Is there anything I can't send?

Can I send toiletries and other liquids?

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placing an order

Who uses Send My Bag?

How much does it cost to ship a bag?

How far in advance do I need to book, how soon can you collect?

How long will it take for my bag to arrive?

Do you offer insurance? What are your cover levels?

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payments

What payment methods do you accept?

Why has my card been declined?

How do I make an outstanding payment?

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preparing your items

How should I prepare my bag for transport? Can I send boxes or use other types of packaging?

What do I need to do before collection?

Can I lock my bag?

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

When are my labels ready to print? / Why aren’t my labels ready to print? / I can’t access my labels?

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collections

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

What time will my collection take place? Do you offer collection time slots?

How far in advance do I need to book, how soon can you collect?

Will I receive a call or text before my collection?

Can I change my collection details?

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tracking

How do I track my bag/box?

Why is my order showing as ‘On Hold’?

Why has my bag stopped tracking?

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

Why aren't all of my items tracking?

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customs

Do customs affect me?

How does the UK leaving the EU (Brexit) affect Send My Bag services?

How much customs duty will I need to pay?

What is the 'Declared Value for Customs'?

Why is my shipment still in customs?

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delivery

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

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

What do I do if I miss the delivery driver? Can I arrange a new delivery?

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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account access

I have forgotten my password or cannot access my online account.

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other

Shipping cosmetics and food between the UK and EU after Brexit

How does the UK leaving the EU (Brexit) affect Send My Bag services?

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