Standard delivery usually takes 3-4 working days. This may vary occasionally and could take a little longer. 
For next day delivery (UK mainland only), orders must be placed before 12pm. Next day deliveries take place Monday to Friday – weekend delivery is not currently available. Many customers use their work address, as a signature is required as proof of receipt – unless you have given us instructions in the box on the address page on checkout as to where to safely leave the bag at home eg: ‘if out, leave in porch/in garage/with neighbour at No 23’. If there is no-one to sign for the package when the carrier attempts delivery, a card will be left with details of your local depot. Please call them immediately to confirm a convenient delivery time. If you do not respond to the card, re-delivery will be attempted on a further two occasions before the bag is returned to us.
Please allow up to 7 working days for orders to Europe and the rest of the world.
Please note that if you change your delivery address after your order has been despatched we reserve the right to pass on any redirection fee which our carrier charges us.
If your location does not appear in our list of countries you can email or call us to place your order (Rest of the World delivery charge will apply).
UK Standard (under 300g) – £3.00
UK Standard (over 300g) – £5.50
UK Next Day Delivery (Must be placed before 12 noon) – £8.00
EU – £11.00
Switzerland/Norway – £29.00
Japan – £20.00 (+ £15.00 per additional item)
Rest of the World – £20.00
**If your order exceeds 1.5 kg in weight, extra charges will be incurred**
If you change your mind and wish to cancel your order, we will make every effort to action this before the goods have been despatched – do call us on 020 7812 9800 as soon as possible. If your order has already been despatched you will be entitled to a full refund under the returns and refunds policy, excluding the delivery charge.
RETURNS & REFUNDS
We offer an unconditional money back guarantee on all merchandise sold by The Healthy Back Bag® Company for 30 days from receipt of goods. If you are not completely satisfied with your purchase, you may return it, providing you have proof of purchase, it is unused, complete with tags, and in its original clear plastic protective packaging, for a prompt refund of the cost of the goods excluding delivery charge. If the return is due to any manufacturing defect or a shipping error on our part, shipping costs will also be refunded.
Your card will be refunded when The Healthy Back Bag® Company has received and processed your returned item. All refunds will be issued to the original form of payment.
Goods returned for exchange require two transactions; a credit for the return and new transaction for the replacement. Therefore for speed and ease we suggest placing a new order online. If you prefer your return to be processed prior to your exchange being despatched, please ensure we have contact information so we can obtain payment details.
We recommend you obtain a Certificate of Postage or use a Royal Mail Signed For service as we cannot accept any responsibility for returns until they are signed for at our office.
The Healthy Back Bag® Company cannot guarantee to refund purchases that are not returned in accordance with our returns policy.
Please click on attachment at the bottom of this page for a printable version of our returns form. Post completed form and bag(s) to us at, Returns, The Healthy Back Bag Company, 90 De Beauvoir Road, London, N1 4EN.
All sales are in £ sterling.
WHAT ARE MY PAYMENT OPTIONS?
We accept Visa, Mastercard, Electron and Maestro. Please be sure to provide your exact billing address and telephone number and the details your credit card company has on file for you. Incorrect information may result in a delay in processing your order. Alternatively you can pay through Paypal.
DO I HAVE TO PAY VAT?
VAT at 20% is due on all items shipped within the EU, and is included in all our prices. VAT is not applicable on goods shipped to addresses outside the EU, and will be deducted at the checkout. If you are outside the EU and want further information please contact us at firstname.lastname@example.org, or call us on +44 (0)20 7812 9800.
We do not sell, rent, give, share, allow access to, distribute, provide, or in any way reveal any personal information you provide to any third party, except as is reasonably required to fulfill your purchase or request, or by legal order of a court with jurisdiction.
No personal information you supply is stored on any web accessible device. We do not have any access to your payment information, which is processed securely by WorldPay.
We will not contact you unless you request it, or as may be required to successfully fulfill your order.
PROTECTING YOUR INFORMATION
The personal information you provide to establish an account with us and to make purchases from us is secured using Secure Sockets Layer (SSL) encryption technology. We use this SSL technology to prevent such information from being intercepted and read as it is transmitted over the internet. The encrypted data goes to a secure site where your information is stored on restricted-access computers located at a restricted-access site.
To further secure your personal information we require you to create a password when you establish an account with us. We encourage you to use a password that is not easily guessed; do not share it with anyone.