Delivery and Returns
Ordering and delivery
Website ordering is available 24/7.
Phone orders can be made 9am-5pm Monday to Thursday & 9am-3pm Friday by calling 01404 758 664.
Alternatively, feel free to email your order to firstname.lastname@example.org.
Orders are normally delivered 9am to 5pm and generally require a signature.
We use DHL for deliveries. They are the the world’s leading logistics company, with over 50 depots in the United Kingdom. They offer the highest level of security for your goods, and have TAPA accreditation.
|Up to £100||£5.95||£9.95|
|£100.01 - £150||£9.95||£12.95|
|£150.01 - £200||£12.95||£14.95|
|£200.01 - £249.99||£14.95||£19.95|
|FREE DELIVEY FOR ORDERS OVER £250|
Orders from within the UK mainland
Items in stock are despatched via DHL Parcel Service Monday to Friday.
See our dispatch schedule below:
- Orders placed by 2pm Monday to Thursday will be delivered the next working day.
- Orders placed from 2pm Thursday to 2pm Friday will be delivered on Monday.
- Orders placed from 2pm Friday to 2pm Monday will be delivered on Tuesday.
- Orders placed by 2pm Monday to Thursday will be delivered within 1-3 working days.
- Orders placed from 2pm Thursday to 2pm Friday will usually be delivered Monday/Tuesday.
- Orders placed from 2pm Friday to 2pm Monday will be delivered Tuesday/Wednesday.
- During busy periods the cut off time for next day delivery may be earlier than 2pm.
- Our normal next day delivery is not available on bank and public holidays.
- Unfortunately we cannot provide our next day service to anywhere outside of UK mainland + Scottish Highlands; please see 'Orders from outside the UK mainland' below instead.
Orders from outside the UK mainland
Delivery to the Scottish Islands and Highlands, Isle of Man, Scilly Isles, Isle of Wight, Channel Islands, Northern Ireland and the Republic of Ireland will be subject to an additional delivery charge. Delivery is usually 2-3 days.
We also sell to all countries within the European Union (EU) & rest of the world, however you would need your own preferred courier that can collect from our Leeds warehouse (select the pick-up option at checkout).
Printed packaging varies depending on the project & can be delivered anywhere from 5 working days to 6 weeks from approval of artwork/proof.
Please note that this can be subject to change during busy periods.
Click here to submit an enquiry.
We also offer a palletised service for large orders please contact us at email@example.com to discuss this service in more detail.
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 DHL who offer a text service to facilitate this. This works by DHL texting you with a delivery slot at least an hour beforehand. This time can then be changed if it is unsuitable.
Our products are competitively priced and so we do charge a small amount for delivery. We do not profit on delivery charges to keep them as low as possible for our customers.
If you do not wish to incur a delivery charge, we are happy for you to collect your goods from our Leeds warehouse (select the pick-up option at checkout).
If you wish to return an order, you must email firstname.lastname@example.org within 14 days of receiving it.
We require the following information:
- Order number (e.g. #1234).
- The reason you would like to return your order.
If there is an issue with your order, please also provide:
- Photos of the bag(s) & the description on the side of the box.
- A clear description of what is wrong with the product(s).
We will then respond accordingly & take the best steps to achieve the necessary outcome.
Please note that our warehouse is located at: Unit C6, Cross Green Garth, Cross Green Industrial Estate, Leeds, West Yorkshire, LS9 0SF
Return delivery costs
Return delivery will only be paid for by Big Brown Carrier Bag if:
- The item(s) are damaged or faulty
- The item(s) have been delivered incorrectly
In either of these cases we will arrange a courier to collect the order ASAP.
Damaged or faulty items
All orders leave our warehouse in pristine condition and are double checked before being packed. However, sometimes mistakes happen. If you receive an item that is damaged or faulty we will offer you the choice of either a replacement or a refund.
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 may request a replacement or a refund.
We will issue a refund for the cost of the goods, or a replacement, upon return of the items (by the customer). The items need to be in a re-saleable condition in order to be replaced or refunded.
We always recommend ordering samples before purchasing in bulk. Click here to order a sample pack.
You must cancel your order within 14 days of receipt in order to qualify for a full 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 & will not be accepted on bespoke products that have been produced and delivered.