My Baggage and mybaggage.com are the trading names of Uni Baggage LTD. Company Number 609325 with its registered office as 85 Sydenham Road, Belfast, BT3 9DJ.Telephone Number: 0333 444 0014.

Booking

1.1 By registering an account with My Baggage or booking with My Baggage you agree to My Baggage's terms and conditions outlined below as well as the couriers' terms and conditions and our customer conduct policy available here.

1.2 My Baggage is a booking agent for national and international couriers and does not physically handle your shipment.

1.3 You agree that My Baggage may send your shipment with any one of its couriers. These couriers include but are not limited to Parcelforce Worldwide, DHL, DPD, UPS and FedEx.

1.4 Your shipment will be sent with one of the following couriers if sent within the UK, if for some reason we are unable to send with the allocated courier it will be sent on a courier with an equal or better service. If we are unable to source a suitable replacement courier, your shipment will be refunded in full.

1.5 If sending your shipment internationally the courier will be DHL, DPD, UPS or FedEx. The estimated speed of the service will be when you get a quote. If for some reason we are unable to send with the allocated courier it will be sent on a courier with an equal or better service. If we are unable to source a suitable replacement courier, your shipment will be refunded in full.

1.6 Once a booking has been confirmed, it cannot be altered once it has been processed and a tracking number issued. Flexi or Super Flexi orders can be edited before they are confirmed and processed at 4 PM the day before collection.

1.7 Price Promise/Match: We will aim to match the same service for any online luggage shipping company offering the same customer service levels including but not limited to: phone, email and live chat support. We will aim to match the service based on delivery speed, compensation cover, courier, collection and delivery options. The price promise is valid once per route, per customer.

Payments, Refunds & Flexi Orders

2.1 All monetary values in these Terms and Conditions are in GBP (£), these will be converted to the currency used to pay for your shipment

2.2 Payments are made at the time of booking and can be paid with a credit or debit card. Your card details will be processed and saved by a secure third party. We do not have access to your card number. These details will be stored securely for up to 90 days to prevent fraud and to comply with government legislation. You can request your card details to be removed 90 Days after your most recent payment by contacting us via our contact form. Payment details can only be removed if an account has zero outstanding invoices or payments.

2.3 Any refunds will be made back to the original source. These sources are credit/debit cards. We cannot refund to another source.

2.4 Refunds for booking cancellations will only be offered for Super Flexi bookings (minus the charge for Super Flexi). A credit may be offered for the shipping costs if you have chosen a Standard or Flexi booking.

2.5 For Flexi or Super Flexi bookings a maximum of 2 edits can be made to the booking. An edit can be made by clicking Edit in your My Orders section and is defined as a change of address information or collection date. We must receive your changes at the latest 4 PM the day before the collection date. We will not be able to make any edit requests after this time. If you remove items from a booking, the difference in price will be credited to your My Baggage account.

2.6 Super Flexi bookings sent within the UK (Including Northern Ireland and Highlands and Islands) must be cancelled by 4PM the working day before your collection in order to be eligible for a full refund. If cancelled after this time or on the day of collection, a cancellation charge of £10 will apply

2.7 Any credits added to your account using the referral system are promotional and have no value.

2.8 Using the referral system to create multiple accounts is considered an abuse of the system and is prohibited. Any credits acquired this way will be removed and the full order price charged to any orders. Post Codes are automatically checked again referral accounts. You cannot use the same collection and delivery address under multiple accounts using referral credits.

2.9 You can use referral credits towards new orders or cash out if you meet the minimum requirement. Payment for credit gained through referral is made via PayPal only.

2.10 Referrals should be used to refer friends, family and only people you know.

2.11 You must not use referrals to target My Baggage brand searches or existing customers.

2.12 You must not abuse the referral system in terms of spam, or in any negative manner.

2.13 All or partial credits may be removed from accounts at any time and for any reason that My Baggage sees fit.

2.14 If your order is found to be associated with previous users, orders, or accounts that are in disrepute or that have outstanding debts with My Baggage, we reserve the right to cancel your order without a refund. Specific details concerning suspected fraud or illegal activity cannot be disclosed.

Service Limits

You can check the sizes of your items here.

*If sending your shipment internationally, items can exceed the weight limit shown at your quote. Please enter your correct size and weight during booking and the price will update to reflect the size and weight of any items added.

Invoices & Charges for exceeding the Service Limits

3.1 Your shipment must not exceed the limits of the booked service, either in weight or size. If it does, you will be charged a £20 admin fee, plus the additional cost to send the sizes/weight of your shipment. Extra costs will be either as per our website rates or, if not available, courier-imposed rates. This includes the actual weight and volumetric weight. If your shipment is overweight/oversized, it may be delayed, returned to you, or you may have to collect it from the courier's local collection/delivery depot without a refund. Return charges will also be imposed as per 4.11 & 4.12.

3.2 If your shipment is sent within the UK (including Northern Ireland and Highlands and Islands) and exceeds the limits of the booked service either in weight or size you will be charged an overweight/oversized surcharge of £72. Maximum weight restriction for shipping within the UK is 30KG per item. The maximum size restriction is 300cm length and girth combined; 2 x (two shortest lengths) + longest length = no more than 300. No one length for any item should be larger than 150cm.

3.3 Surcharges, fees or invoices for overweight or oversized shipments will be issued within 90 days of collection.

3.4 To prevent baseless disputes for an invoice we require photographic evidence such as images showing the sizes or weight of your shipment and items as given at booking. Images should clearly show the measuring tool and also the shipping label of all items within a shipment to prove that the provided images show the correct shipment.

3.5 Any surcharges, fees or outstanding invoices must be paid within 14 days of receipt. We will charge your default saved payment card to avoid extra fees if you do not pay the invoice or query the outstanding invoice within 14 days.

3.6 If any surcharges, fees or outstanding invoices are not paid within 14 days an admin fee of £10 will be levied plus an additional 5% interest above the Bank of England base rate per month.

Collections & Delivery

4.1 Collections can take place between 8.00 and 19.00 Monday to Friday depending on the working days in your collection country. You agree that you will make the shipment available for collection between these times on your collection date. Deliveries will take place between 8.00 ­ 19.00 on your delivery date. Most collections and deliveries take place between 9.00 and 18.00.

4.2 Collections are not guaranteed and any collections that fail are not automatically rebooked and you must contact us to arrange another collection.

4.3 You agree to the couriers' terms and conditions: Parcel Force, DHL, DPD, UPS and Fedex.

4.4 My Baggage provides a 24hr and 48hr express service to within the UK. For international services, please see the quoted estimated transit times on our website or contact us for these. My Baggage's couriers have a 97% on-time delivery success rate. The service is not guaranteed and should not be used for time-sensitive shipments. N.I., Scottish Highlands and Islands will usually receive their shipment within 2 working days, however, it can take up to 3/4 working days for remote locations. Shipments are not delivered or collected on weekends or bank holidays. My Baggage is not liable for any delays caused to your shipment. We cannot guarantee a specific delivery date or time.

4.5 You must be present for collection and delivery, if you miss your collection no refunds will be offered. If your shipment is being collected and delivered within the UK, you may leave your shipment in a safe place with a signed note in clear view stating where the shipment is and that it is for collection. If your shipment is being sent on any other service, someone must hand the shipment to the driver.

4.6 Please ensure your collection and delivery addresses are correct and include any additional information such as apartment numbers, receptions or building names to ensure that your collection is collected without issue.

4.7 Your address must be accessible to the public and be easily locatable by courier drivers. If your address requires any additional instructions to be passed onto the courier, please Contact Us

4.8 If your shipment is sent within the UK (Including Northern Ireland and Highlands and Islands) and your collection fails or your shipment is not handed over due to shipper error, a fee of £10 will be due for the failed collection attempt(s).

4.9 If the delivery is missed, it will normally be attempted the next working day, but it can be collected from a local depot if arranged with the courier. If no one is present at the delivery address, delivery may be made to a neighbouring address or left in a safe place without a signature at the driver's discretion. If delivery cannot be made after three attempts, your shipment will be deemed undeliverable and returned to the collection address. You must inform the delivery address of any expected deliveries. If your delivery is refused by someone at the delivery address, it will be immediately returned to the collection address, and you will be charged for a shipment that needs to be returned. You will not be entitled to a refund as per 4.11. Please monitor your tracking.

4.10 My Baggage's couriers will not collect from individual rooms in halls of residence. Shipments will be collected from the reception or post room. Ask your University where this is.

4.11 If your delivery is unable to be completed through no fault of My Baggage or its chosen courier, it will be returned to the sender without refund entitlement. You will also be charged a return fee as per 4.11 & 4.12.

4.12 My Baggage is not liable for any delay, loss or damage that may occur to your shipment. It is the couriers' responsibility to ensure your shipment is collected, handled and delivered with due care. If you have experienced a problem with your collection or delivery, please contact My Baggage or the relevant courier directly. If your shipment has unfortunately been damaged, please email My Baggage as soon as possible at [email protected]

4.13 My Baggage cannot track your items for you. My Baggage provides tracking numbers for every shipment which you should check daily from the collection of a shipment. We also provide automated tracking alerts in your My Details area. If you notice any irregular tracking events, please contact My Baggage and we can investigate this for you.

4.14 Shipments needing to be returned will not be entitled to a refund for any outbound costs, and you will need to pay for the return journey. An admin fee of £20 will also apply. Return charges for shipments will, in most cases, be the same as the advertised prices on our website. If these are different, the courier-imposed rates will be advised to you by our team at the earliest opportunity. If you refuse to authorise a return or pay for return charges, the shipment will be held with storage costs until authorised. Shipments will be disposed of if held for a predetermined time with no refund or claim entitlement.

4.15 Shipments that are returned to the collection address before they depart their collection city due to containing prohibited items or the item being locked (or the appearance of being locked) will incur an admin fee of £20 for a new collection. You will need to attach new paperwork to a shipment. If your shipment is flagged as containing prohibited items, it could be seized by the FAA, CAA, or other aviation authorities, and further action taken against you. If your shipment is seized, all items within the shipment may be disposed of with no refund or claim entitlement. Please ensure that no prohibited items are sent within your shipment.

Packaging & Labelling

5.1 Labels provided by My Baggage must be attached to your shipment securely with any old labels or addresses removed from all items within your shipment. If you do not attach your labels securely you are not entitled to claim compensation if your shipment is delayed or lost. Securely is defined as using a strong double-walled cardboard box or suitcase and attaching 2 labels to different sides of an item and if using a suitcase not using tape alone to secure your labels. You are required to print the provided labels.

5.2 It is your responsibility to ensure the provided labels are attached securely, if you are not present at the collection address please forward all correspondence to the collection side and also ensure that your shipment is packaged and labelled correctly.

5.3 If your shipment contains contents listed on the prohibited list, is locked (or the appearance of being locked), or in any way is deemed a security risk, it will be returned to you without any refund entitlement, and you will also need to pay for return charges as per 4.11 & 4.12.

5.4 Shipments should only be sent in packaging appropriate for the contents bearing in mind they will travel in an automated couriers network with other heavy and large items. Suitcases or strong (double-walled) cardboard boxes are normally suitable for most contents. If you use insufficient packaging your shipment may be refused carriage and, if collected, any damage caused to your shipment or contents will not be covered by the compensation cover.

5.5 Insufficient packaging applies to the outer packaging and also how items are packaged internally. Please do not send plastic storage boxes, plastic bags or weak crisp style boxes.

5.6 Internal contents should be evenly spread out and where needed, the contents protected from each other. There should be minimal space for contents to move whilst in transit and any empty space should be filled for the protection of the internal contents.

5.7 Pallets cannot be used on this service. Certain items may require a pallet for the safe transport of your item. If you use a pallet or our courier partner deems a pallet necessary for the safety of their network and staff, My Baggage will not be liable for this charge.

Customs & Clearance

6.1 For shipments where customs are required shipments will be sent on a DAP basis. It is the customer's responsibility to complete, print and attach your customs documents. Customs forms will be available in the My Orders section after booking. It is the customers' responsibility to ensure these are completed before the chosen collection date. If the customs documents are not completed or attached, the collection may be refused or delayed.

6.2 My Baggage has no direct link or association with any customs authorities and has no control over their decisions or requirements. Some countries may require separate clearance procedures such as through third party broker, My Baggage will not be liable for any delays or charges due to extra customs requirements. My Baggage will not be liable for any loss/damage for shipments or contents removed or disposed of by customs.

6.3 My Baggage is not liable for any customs charges, including but not limited to clearance fees, taxes, multiline, or storage charges. My Baggage is not liable for delays imposed on your shipment. It is the receiver's responsibility to pay any duties, not My Baggage. If the receiver does not pay taxes or duties, customs authorities may hold the shipment for a predetermined time. If the shipment cannot be processed, it will be returned to the collection address, and you will be charged a return fee as per 4.11.

6.4 You agree that your shipment may be opened and inspected by the courier's security team and customs as required. If your shipment is found to contain any prohibited items, they may be seized, delayed, or returned to the collection address. My Baggage is not liable for any delays caused as a result of checks by such checks. If your shipment is returned, you will need to pay for return charges as per 4.11 & 4.12.

6.5 Shipments must be unlocked. My Baggage is not liable for damage to locks or packaging if a shipment is required to be opened or inspected by customs or security authorities.

6.6 You agree that, if requested, to present any information or documentation requested by customs, brokers or My Baggage relating to the customs clearance of your shipment without delay in order to clear your package through customs.

6.7 You agree that you are responsible for providing the correct information requested by any customs agent or authority for items passing through customs. If you do not provide information in a timely manner, your shipment may be refused clearance and returned to you. You will need to pay for return charges as per 4.11 & 4.12.

Claims for damage or compensation

7.1 Compensation claims or complaints must be made within 14 days to My Baggage or 7 days of delivery. Should you need to make a claim please contact My Baggage as soon as possible and we will make the claim on your behalf with the courier. ​Claims after this time will not be processed. Do not send your claim directly to the courier as it will be refused.

7.2 If you purchase compensation cover from My Baggage you agree to the My Baggage compensation cover terms and conditions.

7.3 Certain items can be sent with My Baggage but only on a non-compensation ​basis. Please read the prohibited and non-compensation items.

7.4 My Baggage does not offer a fragile service. Fragile or breakable items should not be sent on any of our services.

7.5 My Baggage cannot compensate for additional expenses, purchases or loss of income due to the non-collection or delay of a shipment.

7.6 If your shipment is delivered 5 working days or later than the expected delivery day My Baggage may offer partial refunds up to a maximum of 50%. This is not applicable for delays in customs, labels falling off or due to adverse conditions such as border restrictions, high volume periods or weather conditions. Delivery dates are expected dates and not guaranteed.

7.7 No refunds will be offered for any shipments that contain prohibited items.

7.8 Each consignment booked through My Baggage has compensation cover against damage and loss, each courier provides inclusive cover with the amount listed below. You can extend your cover with My Baggage up to the maximum cover. Compensation cover is for the shipment as a whole and not per item.

7.9 In the instance of partial loss or damage, compensation will be offered for the actual damage or loss suffered compared to the total shipment cover and total items sent without issue.

7.10 If you do not take out any additional cover you agree that the shipment you are sending is not worth more than the inclusive cover or accept sole responsibility of any additional costs or loss if your items are damaged or lost.

7.11 Inclusive cover is provided by the courier and is in no way related to any cover My Baggage may provide. My Baggage is not responsible for any decision that the courier makes in relation to any claims.

7.12 Cover purchased above the inclusive cover is provided by My Baggage and is covered by its own terms and conditions.

7.13 Cover purchased for items on our prohibited and non compensation list cannot be refunded. It is the customer's responsibility to check this list before completing an order.

7.14 Packaging (suitcase, cardboard box, etc...) is not covered by compensation cover. If you send a suitcase, please tape over all handles and remove any straps to help prevent any damage. Please see details about packaging here.

7.15 Compensation cover is not new for old. We may only pay up to 50% of the value of an item if it is more than 6 months old.

7.16 If you purchase compensation cover from My Baggage the courier is still responsible for the cover they provide and this is not cancelled by purchasing compensation cover from My Baggage.

7.17 Approved claims must be accepted within 7 days. When a claim has been paid out My Baggage is no longer liable for the loss or damage associated with the booking.

7.18 My Baggage reserves the right to change the terms and conditions at any time.