Delivery and Returns

Ordering and delivery

Website ordering is available 24/7. Phone orders can be made 9am to 5pm, Monday to Friday by calling 01404 758664.

Orders are normally delivered 9am to 5pm and require a signature.

We use DPD for deliveries. They are the first carbon neutral express carrier and have one of the fastest and most reliable road-based networks in Europe, with more than 800 depots. They offer the highest level of security for your goods, and have TAPA accreditation.

Orders from within the UK mainland

Items in stock are despatched via DPD Next Day Express Service Monday to Thursday. Next day deliveries dispatched on Friday are available as an additional service.

  • Next day delivery is subject to orders being placed by 4pm Monday to Thursday
  • Orders placed by 4pm Friday will be delivered usually by Monday
  • Orders placed over the weekend will be delivered usually by Tuesday

Exceptions:

  • During busy periods the cut off time for next day delivery may be earlier than 4pm.
  • Our normal next day delivery is not available on bank and public holidays, however a special service can be arranged
  • Unfortunately we cannot provide our next day service to the Scottish Highlands; please see 'Orders from outside the UK mainland' below instead.

Further services are available: please contact us on [email protected] for info on deliveries:

  • Before 10am
  • By midday
  • On Saturday
  • At a specific delivery day or time

Orders from outside the UK mainland

Delivery to the Scottish Islands and Highlands, Isle of Man, Scilly Isles, Channel Islands, Northern Ireland and the Republic of Ireland is subject to an additional delivery charge (minimum £10). Delivery is usually 2-3 days.
Delivery to the Isle of Wight is 2 days at our standard delivery rates (no minimum charge).

Our normal service is not available on bank and public holidays, however a special service can be arranged.

We also sell to all countries within the European Union (EU). We can arrange delivery, or your own preferred courier can collect from our warehouse.

We do not sell to countries outside the EU.

Printed products

Printed packaging is normally delivered within 14 working days from approval of proof.

Please note that print deliveries can be subject to change during busy periods.

Large orders

We also offer a palletised service for large orders please contact us on [email protected] to arrange this service.

Timing of delivery

Our delivery service provides you with a one hour delivery window, notified in advance, so that you do not have to wait in all day for your parcel.

Orders are normally delivered 9am to 5pm. However, a more precise time can be arranged through DPD who offer a text service to facilitate this. This works by DPD texting you with a delivery slot at least an hour beforehand. This time can then be changed if it is unsuitable.

Delivery charges

Our products are competitively priced and so we do charge a small amount for delivery. However, we do not make profit on delivery charges to keep them as low as possible for our customers.

A minimum charge of £10 applies to the Scottish Islands and Highlands, Isle of Man, Scilly Isles, Channel Islands, Northern Ireland and the Republic of Ireland. For website orders this will be displayed at the checkout.

If you do not wish to incur a delivery charge, we are happy for you to collect your goods from our Honiton warehouse, between 2pm and 5pm.

Returns

If you wish to return an order, you must telephone us within 7 days of receiving it.

Return delivery costs

Return delivery will only be paid for by Big Brown Carrier Bag if:

  • The item is damaged or faulty
  • The website image is misleading, or the item is described inaccurately

In either of these cases we will arrange a return courier who will provide a return label (free of charge).

Damaged or faulty items

All orders leave our warehouse in good condition and are double checked before being packed. However, sometimes mistakes happen. If you receive an item that is damaged or faulty we will send you a replacement free of any additional charge.

Once the goods have been returned to Big Brown Carrier Bag, we will send you a replacement by standard delivery (1-2 working days). If the item is no longer available you may either receive a replacement equal to the value of your order, a discount coupon for further purchase(s) up to the value of your order, or a full refund.

Ordered items not as expected

Every effort is made to ensure that images of our products on the website are as clear as possible and that they are described accurately.

However, if your order is not as you could reasonably have expected, or you have ordered the wrong size/colour/quantity, you can receive a replacement, refund or discount.

We will issue a refund for the cost of the goods, or a replacement, upon return of the items. The items need to be in a re-saleable condition in order to be replaced or refunded.

Order cancellations

You must cancel your order within 7 working days of delivery to receive a refund excluding delivery charges on off-the shelf products. This is your statutory right according to the long distance selling regulations and is known as 'the cooling off period'.

Cancellations cannot be accepted after bags or other products have been printed and delivered.

© 2016 Big Brown Carrier Bag Suppliers Ltd.

FREE NEXT DAY DELIVERY
SPRING OFFERFREE NEXT DAY DELIVERY *For website orders over £99 exc. vat
*Excludes heavy palletised goods
Or before noon and weekend deliveries