FAQs

1. I'm new, how do I order?

Welcome to Brown Bag Clothing. All the items you can see on our website are available to buy online. Use the search options to find what you're after; just click on the item and then select your size, then click on the 'add to cart' icon. From here you can go back to order lots more stuff or proceed to the checkout.

2. Are all online items in stock?

All the items on our websites are held in stock in our warehouse. If the size you want is not shown, it means we do not have it in stock, but if you are registered you can ask to be notified if it comes back into stock. We keep a close eye on what our customers want and do our best to get them back in stock as soon as possible.

3. How can I pay?

To pay for your order we accept in the UK and Europe:

• a) Credit cards (MasterCard, Visa or Amercian Express)
• b) Debit cards (Visa Debit / Delta, Maestro, Solo or Visa Electron)
• c) We now also accept PayPal

We regret we do not accept orders from outside the EU. Please note we do not accept Diners Club cards.

On the payment page you will be asked for your credit card number, its expiry date and the CCV number. The CCV number is for added security and is the 3 digit number found on the back of your credit card. Payments can only be made in GB Pounds

4. How do I pay if I do not have a credit/debit card?

Unfortunately, at this time we are unable to take your order if you do not have a credit/debit card or PayPal account.

5. Is it safe to order online?

When you arrive at the checkout, our system passes your order details via a 128bit Secure Sockets Layer (SSL) encrypted secure page, where you complete your order by providing your credit card details. When you type your credit card and CCV number into the page, it is in secure mode. This means that your browser encodes what you type, and the server decodes it. Anyone 'listening' to traffic en route can make no sense of the number. Every trading website uses the SSL encryption system and you can tell you are in secure mode when a little padlock icon appears at the bottom of the screen.

6. When will payment be taken?

When you place your order online your bank will immediately reserve (or "shadow") the funds to cover the amount of the transaction if and when we draw the cash. However, we only take the payment after we have the necessary authorisation of details from the bank and we have actually shipped the goods to you.

If payment is not authorised by your bank or card issuer due to the information you supplied when placing the order not matching that held by the bank or card issuer or for some other reason (which will not be disclosed to us), you will be contacted by email and asked to contact Brown Bag to see if, and if so, where the information mismatch occurred.

Please understand that we cannot always provide an explanation for your payment being declined by your bank or card issuer.

7. How much is post and packing?

Whatever the number of items you buy, there is only one charge for P&P.
a) UK: next day delivery £4.95 (£7.95 for saturday delivery, where available)
b) Europe: Airmail £10.00
c) Other: Airmail £14.00

We deliver to all the UK, most of the EU, the United States, Canada, Japan, Austrialia and New Zealand. We regret we do not accept orders from any other countries at this time.

WE ARE CURRENTLY PLEASED TO OFFER COMPLETELY FREE DELIVERY ON ALL UK ORDERS OVER £250. DELIVERY CHARGES ON OVERSEAS ORDERS OVER £250 WILL BE REDUCED BY £4.95.

8. When will I get my order?

a) UK - All orders received before 4pm on a weekday (Monday to Friday excluding Bank Holidays) will be despatched the same day, as long as the card payment passes the necessary security checks.

In most cases, you should receive your order on the next working day, except where you've opted for Saturday delivery. Please note that orders received after 4pm Friday (and over the rest of the weekend) are processed on Monday for delivery on Tuesday.

All UK orders are sent either DPD or Royal Mail and have to be signed for on delivery. Click here to see full UK Delivery details.

b) Export - takes up to 3 working days for us to obtain clearance from your bank, plus the relevant delivery time, which depends on where you are. Typically European Shipments take 5 working days, but please allow up to 10 working days. Delivery to countries outside the EU takes takes around 8 days from despatch, but please allow up to 15 working days.

9. I placed a UK order yesterday and haven't received anything yet?

If you have not received your order by the end of the next working day after ordering;

• (i) Check the email address you supplied with the order - if we have any query or problem with the order we will have sent you an email to let you know
• (ii) Check to see if a card has been left to say that delivery was attempted while you were out, or if someone else has signed for the parcel
• (iii) If your order is being delivered by DPD you should have received a tracking email so you can track your parcel online. If you haven't received a tracking number from us or your order is being delivered by the Royal Mail, please contact us on tel: 01625 429944 between 09.00 and 17.00 GMT and we can track the order for you. We can also let you have the shipment reference and you can do the same.

In most cases we find that the carrier will have attempted to deliver and taken the package back to the sorting office/depot because no one was in. they should leave a card to say this, but they don't always do so.

10. What if I am not in to sign for the goods?

If your order is being delivered by DPD: The parcel will be taken back to the nearest DPD depot. DPD will automatically reattempt delivery on the next working day, but you also have a number of options for rearranging delivery at a time convenient for you. For further information please see the DPD website.

If your order is being delivered by Royal Mail: The parcel will be taken to the local sorting office and you can collect it from there (remember to take the card and appropriate identification), or you can ask the Royal Mail to deliver again at a suitable time for you. Alternatively, you can have an item delivered to your local post office for a 50p charge rather than having to pick it up from the sorting office.

11. What if the local sorting office/depot is miles away?

After you've placed your order please contact us and we can arrange for it to be held in our warehouse for later despatch, so it arrives on a day when someone is in to sign for the goods. We also offer a Saturday delivery option for most areas of the UK. This is subject to an additional charge.

12. Specific Delivery instructions:

we are unable to pass your specific delivery instructions on to the carrier (eg "if no-one in, please leave in the shed") because there is no mechanism to do this, and they have to obtain a signature for the goods.