FAQ
Frequently Asked Questions
Orders and payment
How do I know my order went through?
You'll get a confirmation email within a few minutes of checking out. If it hasn't arrived, check your spam folder first, then contact us and we'll confirm the order manually.
Can I change or cancel my order?
If your order hasn't shipped yet, contact us as soon as possible and we'll do our best to update or cancel it. Once a parcel is with the carrier we can no longer change it.
Which payment methods do you accept?
All payment options available to you are shown at checkout. Your payment details are handled securely by Shopify's checkout and are never stored by us.
Shipping and delivery
How long will my order take?
Orders are processed in 1-3 business days, and delivery usually takes 5-12 business days after dispatch. Full details are on our Shipping Policy page.
How much is shipping?
Shipping is calculated at checkout based on your address and what's in your bag.
How do I track my order?
You'll receive a tracking number by email once your order ships. You can also use our Track Order page.
Do you ship internationally?
Yes. International orders may attract import duties or taxes set by your country, which are payable by you.
Returns and exchanges
What is your returns window?
Our current return conditions are set out on our Refund Policy page. Items should be unused, in original condition and with any tags still attached.
How do I start a return?
Contact us with your order number and the reason for the return, and we'll send you instructions.
When will I get my refund?
Once your return arrives and is checked, refunds are issued to your original payment method. Banks typically take a few business days to show it.
Products
How do I choose the right size bag?
Every product page lists dimensions and, where relevant, capacity. If you're between two styles, message us and we'll give you an honest recommendation.
What are your bags made from?
Materials vary by style - PU and genuine leather, canvas, nylon, Oxford cloth and woven straw. The exact material is listed on each product page.
How should I care for my bag?
Wipe leather and PU with a soft dry cloth and store out of direct sunlight. Fabric bags can usually be spot-cleaned with mild soap and cool water. Avoid machine washing unless the product page says otherwise.
Do you only sell bags?
Yes. Back 2 Bags is a bags-only store - bags, backpacks, travel bags and wallets, and nothing else.
Still need help?
Head to our Contact page and send us a message. We answer every enquiry.
Your bag, your story.