CUSTOMER SERVICE AND AFTER SALES CARE

If you have queries please contact us at The Real Handbag Shop and we will be happy to assist. We aim to answer all questions within 24 hours although responses may take longer during U.K. Bank Holidays and weekends or during busy periods.

 

CONTACT US

For queries about pre-sale items please use the ASK SELLER A QUESTION facility via the listing you are querying. For After Sales queries please use the CONTACT THE SELLER facility displayed in the listing. Messages sent by this method show us the User ID and Item Number automatically so that we can deal with your query efficiently.

PAYMENT

For Sales within the U.K. we can accept ALL MAJOR CREDIT / DEBIT CARDS in payment for goods. Goods can be dispatched immediately to your choice of delivery address upon confirmation of payment. PAYPAL is also accepted. Please note that items paid for with Paypal can only be sent to your registered Paypal address. Paypal is the only form of payment accepted for Overseas / Non U.K. Purchases. All sales are in GBP GREAT BRITISH POUNDS.
 

POSTAGE
 

DELIVERY: All items are dispatched daily from Monday to Friday once payment has cleared. It takes approximately 24 hours to process your order. Therefore, an order placed on Tuesday, for example, will normally be dispatched on Wednesday.

ROYAL MAIL SERVICES:
FIRST CLASS U.K: Delivery within 1-2 days.
FIRST CLASS RECORDED SIGNED FOR U.K: Delivery within 1-2 days. A signature will be required on delivery. If you are out, a note will be left at your house and you can arrange either for re-delivery or to pick up your parcel from the local sorting office within 7 days. If not collected, the parcel will be returned to the sender.
SPECIAL DELIVERY® Next Day U.K: This is the guaranteed next working day delivery service. This service does not operate on Saturday or Sunday.
INTERNATIONAL SIGNED FOR AIRMAIL EUROPE AND WORLDWIDE (non U.K. destinations): This service is for items up to 2kg. A signature will be required on delivery. Delivery standards vary in other countries, so Royal Mail are unable to guarantee delivery times but estimate 3 days for Europe and 5 days for the Rest of The World.

IF YOU HAVE NOT RECEIVED YOUR PARCEL:
On the day your order leaves our warehouse, the Shipping and/or Tracking Information will be sent to your e-mail address. If you do not receive your order within the above timescales, please contact your local sorting office and quote your Tracking Reference Number. You can also enter your Tracking Reference Number in the Track and Trace section at www.royalmail.com. If there is no information, please contact your local sorting office.

If your order is delivered to your door but no one is available to sign for it, the postman should leave a red and white card indicating that you will need to to contact your local sorting office to arrange collection or redelivery. (This may vary in non U.K. countries). IT IS IMPORTANT TO ACT QUICKLY as any parcel left unclaimed for more than 7 days will automatically be returned to us. We will then ask the buyer to contact us and submit payment for the parcel to be sent again.

It is very rare for items to be irretrievably lost in the post and they usually do turn up sooner or later. If you have paid the optional POSTAL INSURANCE FEE offered to you at Checkout and your parcel is declared irretrievably lost, you will be offered a replacement item free of charge, or if not available, a full refund of monies paid. For those without Postal Insurance, compensation up to a maximum of £36 will be made per parcel. Special Delivery parcels are automatically covered up to £500. The time taken for the Royal Mail to investigate loss varies from country to country. Generally it is 20 Working Days for U.K. & Europe destinations and 25 Working Days for Worldwide destinations. Compensation will not be paid out until the parcel is officially declared missing. Claims for missing post cannot be considered after 60 days.

IF YOU ARE WAITING FOR POST, we do understand that this can be very frustrating, however, once your parcel has been handed over to Royal Mail, its fate is totally out of our control. Parcels can be delayed for any number of reasons. Customs, for example, may officially delay any international parcel of their choosing at their pleasure and your inconvenience. We will, however, do our very best to assist with any reports of lost post. In the meantime, to help us help you:

• Buyers please ensure your POSTAL ADDRESS details are correct on eBay and Paypal.

• If you have ordered a gift, please inform the recipient that a delivery is imminent as unexpected parcels are sometimes refused!

• Before declaring your parcel as irretrievably lost, has a kindly neighbour / husband / sibling etc. signed for or accepted your parcel and absent-mindedly forgotten to tell you?

DISCOUNTED DELIVERY FEES are applied to multiple purchases. Only the item with the higher delivery cost will be charged, each additional item will be delivered free within the U.K. and at discounted rates for Europe and Worldwide. Prices are clearly shown on each listing. Combined rates will be calculated at checkout. To receive your reduced delivery charges, complete all your purchases before going to Checkout and the system will automatically reduce the delivery fees.

FREE DELIVERY is offered on selected items and is available to U.K. customers only.

IMPORT/CUSTOMS DUTY may be payable on items sent from the U.K. For International Deliveries, we are obliged to fill in a Customs Declaration including a description of the contents, weight and value. It is the responsibility of the eBuyer to check the import rules for their own country and pay any duty which may be levied. (WORLD CUSTOMS ORGANIZATION www.wcoomd.org).
IMPORT/CUSTOMS DUTY is not payable from the U.K. to the EU COUNTRIES listed: Austria, Azores, Balearic Islands, Belgium, Bulgaria, Corsica, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Irish Republic, Italy, Latvia, Lithuania, Luxembourg, Madeira, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden & U.K.
 

RETURNS AND REFUNDS

Any purchase made will automatically qualify for our 14 Day Return Guarantee. Just follow the instructions below:

• Please mark the appropriate tick box on your dispatch note, indicating a brief reason for returning the product(s) in the space provided and include with your return.

• Items must be in the original packaging or packaging of similar standard, unused and in the same condition as sent out, any price/security tags still attached and within 14 days of delivery.

• The buyer will be asked to cover all postage expenses. Please take the parcel to your local Post Office. It is recommended that Royal Mail Recorded Signed For or International Signed For is used to return items.

• For returns from non U.K. countries, you may need to fill out a customs form. You will need to write a description of the item you are returning along with the words GOODS FOR EXCHANGE and ensure the value is NIL. Failure to do so will result in customs charges being levied and these will be deducted from your final refund.

• The address to send returns to is pre-printed for you on a peel-off label on your original dispatch note which is included with your parcel. Our customer services representative will evaluate all claims.

• Please be sure to check goods carefully on arrival as items kept for longer than 14 days do not qualify for a refund. There should seldom be an occasion where a return is sought after 14 days. However, where a buyer has a valid reason for returning an unused item, in the same condition it was sent out, with any tags still attached and has agreement from The Real Handbag Shop, then on receipt of the goods a credit voucher will be issued to the value of the item returned.

• Additional services such as gift wrap and postal insurance are non-refundable.

• EXCEPTION - We will accept returns up to and including the 31st January for items purchased throughout December as Christmas gifts.

• TIMESCALE - we aim to process any returns within approximately 14 days although this may take longer during busy periods.

In the unlikely event that you receive an item that is found to be FAULTY, it will be replaced free of charge. Return postage costs up to the value of 1st Class Recorded Signed For or International Airmail will be reimbursed. Where an item becomes faulty after use and within six months of the delivery date, the item will be either repaired or replaced. Where an item is no longer available, a credit voucher will be issued. Proof of purchase will be required. A fault is deemed to be a manufacturing defect and our customer services representative will evaluate all claims.

IF YOU WISH TO RETURN AN ITEM FOR EXCHANGE, on receipt of the unwanted item or gift, a credit voucher to the value of the purchase price of the item will be issued.

ITEMS DAMAGED AS A RESULT OF MISHANDLING, MISUSE, UNAUTHORISED REPAIRS, UNAUTHORISED ATTEMPTED REPAIRS, APPLICATION OF UNAUTHORISED CLEANING FLUIDS OR NORMAL WEAR AND TEAR cannot be considered for exchange.

IMPORTANT TO REMEMBER - Refunds for items bought as gifts can only be reimbursed to the original purchaser. If you are returning items paid for on your credit or debit card we will make a credit adjustment back into that same credit/debit card account. All refunds will be repaid in sterling (GBP). Non-U.K. Buyers may experience fluctuations in the exchange rate between purchase and refund value. The Real Handbag Shop accepts no responsibility for such fluctuations.

PHOTOS

The Real Handbag Shop does its very best to obtain an accurate photo of items in its auctions, however, as colour varies from monitor to monitor and in differing light conditions, please view the photos as a representation which will not be 100% accurate.
 

ITEM DESCRIPTIONS
 

The Real Handbag Shop does its very best to give full and accurate descriptions along with approximate measurements in its listings. Where a Recommended Retail Price is advertised, please be advised that this is to be viewed as a guide only as the High Street Shops may change their prices at any time and without giving prior notice.

PRICE GUARANTEE
 

A price guarantee may be offered on selected BUY IT NOW listings. If a cheaper price is found elsewhere, The Real Handbag Shop will agree to price match. The item must be available for sale and not out of stock. The item must be brand new and not damaged nor shop soiled nor a second (an item which has a manufacturing defect). For online sales, we will take into consideration both the item price and the postal price when calculating a price match. A price match must be agreed prior to purchase. The buyer must provide details of the cheaper item and we will verify prices prior to making an offer. We will not backdate a price match. Price matching cannot be considered for eBay auctions. Price matching is solely at the discretion of The Real Handbag Shop and we reserve the right to refuse a price match. Price matching reflects the current market place on the day of purchase.

For further queries, help and assistance, please contact Customer Services on 0844 736 5855 (Mon-Fri 10am till 5pm).