Frequently Asked Questions
Can't find what you're looking for? Get in touch and we'll be happy to help.
Products
Are your bags waterproof?
Our bags are manufactured from durable PVC material with heavy-duty stitching for added strength. Whilst the PVC fabric itself is 100% waterproof, we do not guarantee that the complete bag is entirely waterproof, as water may seep through seams or zips during prolonged exposure to severe weather conditions.
Delivery
Do you deliver to the UK?
Yes. Standard delivery is via Royal Mail or national carrier and typically arrives within a few days of dispatch. You'll receive an email notification when your order has been dispatched. The delivery cost is calculated at checkout based on the size and weight of your order.
Do you ship internationally?
Yes, we ship worldwide. International orders are sent via a tracked, signed-for service requiring a recipient signature. Delivery times vary depending on your destination and the courier used. Please contact us for an international delivery quote.
How long will my order take?
Most of our products are handmade to order, so please allow approximately three weeks for manufacturing and shipping. Items in stock usually dispatch within five working days. If you have a specific deadline, let us know and we'll do our best to help.
Returns & Cancellations
Can I cancel my order?
Yes, you can cancel your order at any time before dispatch by calling us on 01674 672657. Personalised or custom-made items cannot be cancelled or refunded as their bespoke nature means they cannot be resold.
What if my order arrives damaged?
All items are thoroughly inspected before dispatch. If your order arrives damaged, please report this to us within 48 hours of receipt — claims made after this window unfortunately cannot be accepted.
Can I return a personalised item?
Personalised or bespoke items can only be returned if they are faulty. As these items are made specifically for you, they cannot be resold and are therefore non-refundable.
Personalisation
How does personalisation work?
Your company logo or name is digitally printed onto a PVC badge, which is then securely welded onto your bag. The size of the badge depends on the welding frame best suited to your logo. All logos will be printed on white unless you provide a file with a coloured background.
What file format do I need to supply for my logo?
Please supply your artwork as a high-resolution file — EPS, PDF, or JPEG all work well. A high-resolution file ensures the sharpest possible reproduction on your bag.
How long does a personalised order take?
Personalised orders typically take 10–14 working days to deliver.
Buying in person
Can I buy directly from you?
Yes. You're welcome to visit us at our Montrose reception at Unit 7, Brent Avenue, Montrose, DD10 9PB. We're open Monday–Thursday 8am–5pm and Friday 8am–4pm. We also supply select stockists in Aberdeen — contact us for details.
Getting in touch
How quickly will you respond to my enquiry?
We aim to respond to all enquiries within 24 hours. If you haven't heard back, please check your spam or junk folder in case our reply has been filtered.
Still have a question?
Tel: 01674 672657 (Mon–Thu 8am–5pm, Fri 8am–1pm)
Email: sales@montrosebag.com