FAQs
About
1) Who are JIMBAG?
Born in Great Britain. JIMBAG is a stylish fashion accessory that can be taken anywhere and everywhere for the modern man and woman. With functionality and style combined we provide you with styles that are great to transition from the office to the gym.
2) How can I share feedback about my experience with JIMBAG?
We always appreciate feedback, positive or otherwise, and if you would like to let us know about your experience shopping with us then please share your thoughts by leaving us a review on the product page.
3) What guarantees do you offer?
We offer a 30 day returns policy which allows you to return your item within 30 days of purchase if you are not satisfied with it. However, we ask you kindly not to remove any coverings or tags and please make sure the item is unused, unworn and in a perfect, re-sellable condition.
Products
1) Are the bags waterproof?
Apart from the Duffles, all our bags are 100% waterproof. The material is treated to ensure water does not penetrate through the bag. The zips are also waterproof.
2) Can I fit a laptop within the bag?
The bags are all suitable to fit a laptop, as well as the Roll Top & Backpack having sleeve pocket compartment to fit a laptop of up to 15".
3) Are the bags machine washable?
Our bags are NOT machine washable. As instructed on the care label attached to the bag we recommend to sponge clean only.
Orders
1) How do I place an order?
Simply select the item/s you wish to purchase and click ‘Add to cart’ on our website. When you are ready to complete your order just click on the 'Cart' button at the top right of the screen and the site will guide you through the ordering and payment process.
2) Where can I apply my discount code?
When placing your order there is a box above the order subtotal on the payment screen where you can enter any promotional code you have received. You can then click the ‘Apply’ button next to it and this will calculate the new price including the discount.
Please note only one discount code can be applied per order. If an order contains both sale and non-sale items, the discount will apply to the eligible items only.
3) Why isn't my discount code working?
You can only use one discount code that can be applied per order.
Additional, discount codes may only be valid for certain items and the majority of codes will have an expiry date.
In the event that none of the above conditions affect your order and the code still does not work please contact us and we'll see what we can do to help.
4) How will I know my order was placed successfully?
You should receive an automatic confirmation email when your order is placed to let you know it was successful. If you do not receive this please contact us by phone, email or live chat so that we can check that your order was placed correctly.
5) What happens if my order is not received/goes missing?
If your order does not arrive as promised please first check your online tracking information to see if there is any information from Royal Mail or the courier service. Your tracking number should allow you to check the progress of the shipment or to contact them for any information they can provide. If you still cannot locate your package please contact us and we will have Royal Mail or the courier carry out an investigation. This can take a few days and there is nothing further we can do while this process is ongoing.
If your item cannot be located by Royal Mail or the courier service then we will process a refund or send a replacement item, depending on what we have discussed with you. However we cannot take such action until we have received confirmation that the item is lost. Please also note that investigations for international deliveries can take considerably longer and we are unable to provide exact estimates of the timescale in such instances.
6) Where is my order?
Once your order has been dispatched an email will be sent with your order tracking information. Your unique tracking number can be used to follow the progress of your order online so that you have the peace of mind of knowing that someone will be home when your package arrives.
7) How do I alter or cancel an order I have already placed?
Please CONTACT US as soon as possible to amend or cancel an order you have placed, as once it is shipped there is nothing we can do.
8) Can I place an order over the phone?
We can take orders over the phone, just give us a call and one of the customer services representatives will be happy to help you.
Shipping & Delivery
1) What delivery options do you offer?
Please check the Delivery & Returns page of the website for a full breakdown of the options available for having your order delivered and the timescales that apply.
2) Can I have my order delivered to my work address/another alternative address?
Of course! On the checkout page, there will be an option to enter your billing address and separately enter the delivery address. If you have placed the order already then please contact us as soon as possible to amend the address, as once it is shipped we are unable to alter the destination.
3) How can I track my order?
Once an order has been dispatched from our warehouse, you will receive a tracking number via email. You will then be able to track the progress of your order. If you haven’t received an email with your tracking number then please get in touch. Please note this will come separately from the order confirmation, and you will only receive it once the order has physically shipped. This may not be the same day that the order is placed.
Returns & Exchanges
1) What is your returns policy?
We offer a 30 day returns policy on all purchases. If you need to send an item back within this period then please contact us. If you wish to return an unused item, please ensure that it is sent back as sold, in the original packaging with all the tags and labels. We aim to process all returns within 7 working days.
If you believe your item to be faulty upon receipt please contact us as soon as possible to notify us of the problem and we will arrange a return at no cost to you.
Please note that all other returns, including for warranty issues after the 30 day period has elapsed, are made at the customer's expense.
2) How long will it take for my refund or exchange to be processed?
Almost all refunds and exchanges take place on the day we receive the returned items, however occasionally this can take longer, especially at busy periods. Please note that it can take up to 7 days for the payment to show in your account depending on your bank. Please note refunds can only be made back to the card used to make the original purchase.
3) What address should I use when returning my order?
JIMBAG
Bonded Warehouse
18 Lower Bryom St
Manchester
You can return any item for a refund within 30 days of making your purchase. If you place an order direct through ourselves then we do not cover any return postage costs. We recommend that you send your parcel via a recorded delivery service so that you are able to track the item's progress. Please retain any proof of postage for your records.
Please use the address below,
JIMBAG
Payments
1) What payment methods can I use?
We accept all major credit/debit card providers including Visa, MasterCard, Maestro and American Express. Also, we accept PayPal.
2) If my payment cannot be processed, what do I do?
We have developed a strict processing system to prevent fraudulent activity and to protect you as our customer as well as ourselves. Please ensure your basic information such as the card billing address is correct and that the name on the card is yours. If the problem persists please give the customer service team a call.
3) Why has money left my account even though my order showed it was unsuccessful?
As our site has a strict auditing process to prevent fraud in order to protect you, this could happen when making a payment. The money will initially leave your account when a purchase is attempted but once the checks have been carried out, in the event that the payment cannot be completed, it will be immediately returned to your account.
