Bag vs Bag - Backpacks and Bags for everyone.







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Orders & Tracking

I need help with my order. Who can I speak to?

Our customer service team are here to help on +44(0)20 558 4400

Office Hours: Monday - Friday: 10:00am - 17:00pm
During our out-of-office hours, you can leave a message or you can contact us 24/7 via email and we will be sure to contact you within 24 hours.

How do I track my order?

Whether you have an account or a guest sign in account, you can easily track the progress on your order by clicking My Orders

I’ve changed my mind and I want to remove items from my order. How do I do this?

As long as the order has not been processed and dispatched you can amend your order at any time. However, you will not be able to change your order once it has been dispatched.

How do I check my purchase list after I’ve placed the order?

Once the order has been placed you will automatically receive an email confirmation of the order. If you do not receive this email, please contact our Customer Service Team.

Can I add another item(s) to an existing order?

Unfortunately, after an order is confirmed via email we are unable to amend your order. You can place a separate order for new item(s).

An item is missing from my order.

If at any point a change has been made to your order, it will be outlined in your final dispatch email. If a change has not been made, please contact our team on +44 (0)20 558 4400 or via our email to resolve the issue.

I ordered online but have received the wrong item(s).

Please call us on +44 (0)20 558 4400 or email so we can quickly rectify the error.

Payments, Exchanges & Refunds

How safe are my details on your website?

We do not store any payment information on out systems. All credit/debit card transactions and customer information are processed using PayPal or SagePay, which encrypts all data and is completely secure. Our website uses SSL to ensure all information on our website is done securely. Look our for the padlock symbol.

What’s your return and exchange policy?

All items must be returned or exchanged items within 28 days.

I’m not happy with my item. How do I return it?

Your consignment will contain a packing slip, which also includes a Return Form and a pre-paid Address Label. If you have lost the pre-paid return label, you can also print a new return form.

How do I exchange an item?

Please follow the same procedure as the returns (above) and use the order form on your packing slip to order the new item. We will then process as a new order and charge on your credit/debit card. However, you must return the item separately from the exchange item. They will be processed as two separate transactions through your account along with an email confirmation.

The Warehouse Address is: Unit 25, The Sidings Hainault Road, London E11 1HD

My goods are damaged. Am I able to Return or Exchange?

Unless you are returning goods which have arrived damaged during delivery, your item must have tags and labels attached. You must return within 28 days as we will not be able to refund or exchange your order.

When will I get my refund?

We will send you an email to confirm that we have received your item(s) and are processing your refund, which should reach your account within 3-5 working days.

Do you offer freepost returns for places outside the UK?

Only if the item is damaged.

Shipping & Delivery

What are your shipping rates?

We offer a FREE 2-5 day service delivery on all UK orders and FREE delivery worlwide on all orders over £60!

Mainland UK

Standard (2-5 days) - FREE
UK First Class (1-2 days) - £1.95
UK Next Day - £4.99
UK Saturday Delivery - £4.99


Standard (2-5 days) - £4.99 

Rest of World

Standard (2-5 days) - £7.99 

How does Bag Vs Bag ensure items are not damaged during delivery?

We work hard to ensure that all products leave our warehouse safely and securely. In the unlikely event that a product reaches you damaged then return within 28 days and we will send another free of charge or send a refund to your account.

What countries do you deliver to?

We are located in the UK, but we ship worldwide.

When will I receive my order?

If you are in the UK and you have requested Next Day delivery your order will be dispatched the same day and arrive the next day (Monday to Friday only) . 1st class delivery will take up to 1-3 days and our free standard delivery option will arrive in 3-5 days. For delivery in Europe, item(s) will arrive within 5-10 days and 7-10 days everywhere else.


I have complaint, can I speak to anyone about this?

If you are unhappy with any aspect of our service, please click here to email us or call us on +44 (0)20 558 4400 and we will do our best to resolve the issue(s).

A bag or other item I want is out of stock - how long till it’s back in stock?

Bags come in and out stock on a rolling basis. Bags which become temporarily unavailable are immediately removed from the website.

Is the image of the product you show on the website exactly the same as the product itself?

All our bags look exactly as they are displayed on the website.

I would like more information about a bag not displayed on your website - who can I talk to?

please click here to email us or call us on +44 (0)20 558 4400 and we will do our best to resolve the issue(s).

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