Terms and conditions
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.
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 Any credits added to your account using the referral system are promotional and have no value.
2.7 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.
2.8 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.
2.9 Referrals should be used to refer friends, family and only people you know.
2.10 You must not use referrals to target My Baggage brand searches or existing customers.
2.11 You must not abuse the referral system in terms of spam, or in any negative manner.
2.12 All or partial credits may be removed from accounts at any time and for any reason that My Baggage sees fit.
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 Surcharges, fees or invoices for overweight or oversized shipments will be issued within 90 days of collection.
3.3 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.
3.4 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.
3.5 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 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.
4.7 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.
4.8 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.
4.9 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]
4.10 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.
4.11 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.
4.12 Shipments that are returned to the collection address before they depart their collection city due to containing prohibited items or the item 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 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.
If you use the Express 24 service your shipment will be delivered in 1 - 2 working day*.
If you use the Express 48 service your shipment will be delivered in 2 - 3 working days*.
If you use the Economy 48 service your shipment will be delivered in 1 - 3 working days*.
If you use our International services your shipment will be delivered as per the displayed transit times when booking*.
*A working day is Monday to Friday, excluding Public Holidays. These times are not guaranteed.
During busy periods there can be delays due to the volume of shipments being sent, please allow an extra 1 - 2 working days for delivery and please check your tracking.
Remote locations can take an extra 1 - 2 working days.
My Baggage may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes, we will email you if it is updated. This policy is effective from 01/01/2012.
We may collect the following information:
- Contact information including email address and phone number
- Demographic information such as postcode, collection and delivery address, IP address, preferences and interests
- Other information relevant to processing your order
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- To provide you with order confirmation details and tracking information for your shipment.
- To contact you regarding any issues with your order.
- We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. You can unsubscribe at any time at the bottom of all emails. This will not affect your transactional emails for orders and tracking. You can update the emails you get for tracking information from the My Details section of the website.
- We may contact you by email, phone or mail. We may use the information to customise the website according to your interests.
From time to time, we may also use your information to contact you for market research purposes or ask for your feedback on our services.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
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Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
We will not sell, distribute or lease your personal information to third parties unless we have your permission, it is required to process your order or is required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
We only share the necessarily information (name, phone number and address) to the collection/delivery courier so they are able to collect and deliver your shipment without issue. We may also share your name and address with the payment processor in order to make successful payments for your orders.
You may request details of personal information which we hold about you under the Data Protection Act 1998 and the GDPR effective 25th May 2018. If you would like a copy of the information held on you please email [email protected] or write to:
Data ControllerMy Baggage85 Sydenham RoadBelfastBT3 9DJ
If emailing us to request this information you will need to use the email you used to book your order with and we will need to confirm your identity before releasing any information.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
You can request information we hold about you and your orders to be removed/deleted once your shipment has been delivered and there are no outstanding charges with My Baggage, the couriers or any government agencies, we allow a period of 90 days to insure all items have been delivered and there are no charges due. Please email us using the email you booked with to request the information we hold on file and you can then request for all or sections of the information to be removed after a period of 90 days.
We do not use personal data to make automated decisions.
We request information from you in order to process your order effectively, we are unable to place any orders without the information we outlined above including put not limited to your name, address, phone number and email address. We are unable to accept orders without this information.
Last Updated: 14th April 2023