FAQs

Trudging through an FAQ page can be a bit of a bore, to save your sanity here’s a tip on how to find your answer quickly. 

* Click and hold down the control key (for macs use cmd key)
* Press F to open the Find window
* Type in a word that you would expect to find in your question or answer
* Press enter until you find the question or answer you are looking for.  If you don’t find it, take a look at our Shipping or Returns & Policies pages, still no luck, contact us.
DELIVERY/SHIPPING
Do you deliver internationally?
YES, we welcome orders from all around the world. Payment is accepted in British Sterling (the conversion will automatically be processed by your credit card company at no extra cost to you).  Currencies can be displayed in UK Sterling, Euros or US Dollars. For all other currency conversions please go to Currency Converter.

Do you offer FREE Shipping?
YES, free shipping is available to UK customers, to find out if your order qualifies for free shipping please go to the Delivery page.

DISCOUNTS / OFFERS / POINTS
Do you offer discounts on bulk orders?
Yes, we offer discounts on wholesale/trade orders on an individual basis.  To make an enquiry please see our Wholesale Page for more information.

I have a discount code, where do I enter it and are any products excluded from it?
Please enter your code (exactly as it appears, usually all caps and no spaces) into the ‘Gift Card or Discount Code’ bar when you check out (please note: if you get to this point and realise that you want to add something else to your basket, you may need to re-enter the code again when you are ready to finally check out).  Some products may be excluded from discount codes (usually products in collections: bulk buy, clearance, craftsy, gift cards, seconds, sale or wholesale items) to be sure please read the T's & C's included with your discount code.

How do I use the Loyalty Program and my points?
Click on this tab , found in the bottom right hand corner of the website.  To get more information on how to use the loyalty scheme and your points, go to our dedicated U-Handbag Customer Loyalty Scheme page.

How do I request my free purse chain when I buy 2 purse or bag making kits?
You can do this by adding a comment with the chain name, size and colour to your order, please follow the instructions on how to change the colour of your handle/metalware.

GENERAL
Do you have a bricks and mortar shop?
No, we only sell online or over the phone.

Do you have a catalogue?
No, because we are always adding new goodies to our shop so it would be impossible to keep a catalogue current.  All of the lovely things that we sell are on our website.

Do you have an order minimum?
No we don't have a minimum.  We appreciate your custom whatever your order size.

PRODUCT CHANGES & QUERIES
I prefer a different colour hardware/handle in the kit than advertised, can I change it?
If the frame/handle in the kit you wish to purchase is not your preferred choice, we are happy to change it.  When you have finished adding items to your cart you can request a change of colour by, clicking on the 'CART' button followed by the 'Edit Cart' button (see images below).  Then add your comment (where applicable, please give a couple of choices in order of preference) to the box labelled 'Notes to U-Handbag' and finish your checkout process as normal.



How do you add a comment in the 'Notes to U-Handbag' box?
If you would like to bring something to our attention about your order, you can do this by adding a comment to your order, please follow the instructions above on how to change the colour of your handle/hardware.

I want to reprint my pattern, where can I find the pattern weblink?
Where available, you will find a URL (this is an address for a page on the web) at the very bottom of the front cover of your paper pattern.  This link starts with the prefix http://tinyurlcom/ and is followed by a 7 digit code, for instance: http://tinyurlcom/q8rknw.  Type this entire URL, being careful to type zero/O accurately, into your web browser and press return, a pattern will either download and you can click on that downloaded button and then print it off at home.  Eh voila! :)

How can I find out when a product is back in stock?
Customer Restock Emails work a treat for ensuring you get first dibs on restocked products.  If you come across a product that is currently 'Sold Out', as seen in the screenshot below, type your email address in the space provided and click the 'Send' button.  That's all you need to do, when that product is back in stock we email you first, giving you a few hours to get your orders in before we use social media to tell everyone else that the item is restocked.  Once we have emailed you, we delete your original email.

How can I check on product availability?
Please contact us to check on the availability of products and we'll get back to you promptly, during office hours.

How do I get more information about a product?
There are several tabs which give more information about our products and shipping.  The DESCRIPTION tab gives an overview of the product, colours and sizes, amounts it is sold in and all manor of other helpful details.  The SHIPPING and REVIEW tabs let you know delivery times and costs and what other customers say about the product.  Below is an image to show you where these tabs are located, once you have clicked on a product.

We are constantly updating the website to make it more customer friendly and easier to use.  Some product descriptions may not currently look like this, so please bare with us as we update these.  If you cannot find the answer to a question you have, please email or call us.

SECURITY

Are my credit card and personal details secure?
Yes, your card and personal details are safe.  Our website utilises 128 bit Secure Sockets Layer Technology (SSL) which is industry standard encryption to provide security of your personal information. When you are in our checkout pages, you will see a locked padlock in the lower right side of your browser window indicating that you are communicating via a safe and secure connection. Also note that the URL at the top of your browser changes to https://www.u-handbag.... instead of http://.  We never pass any of your personal information to third parties; for further information please see our Privacy Policy, which can be found under our Returns & Policies.  In addition, we will not charge your card until we have dispatched your order.

SHOPPING & ORDERING

How do I shop?
Make yourself a nice cup of tea and browse around the goodies on our site. For those of you who are new to bag making why not try one of our fab bag/purse making kits, or take a look at our craft blog or our easy free tutorials which include suggested shopping lists? When you find the bits and pieces that you want to buy, place them in your shopping cart as you go, if you are new to the internet carry on reading, you will find further instructions and images on how to do this. When you have finished shopping go to our secure Checkout section where you'll be required to enter your address and payment details.

Shopping on our site is completely safe as your personal information and card details are transferred to us on a private and secure connection.  If you prefer to place your order with a person we would be happy to take your order over the phone.  Please call (UK) 01273 748944  Mon - Fri (10am - 3pm).

How do I order a product?
When purchasing you may see that some products have more than one option to choose from.  For instance, as seen in the screenshots below, you may need to choose some or all of the following options (colour, size, quantity), before you click the 'Add To Cart' button.

Before you purchase your items at 'Checkout' it is a good idea to check you have the correct products in your cart, to do this click onand change or remove products as necessary.

How do I know U-Handbag has received my order?
If you are presented with the final invoice screen showing an order number after the last stage at checkout, your order has been received by us. Soon after you are presented with the invoice screen you will receive a confirmation of your order by e-mail.  If you have a spam filter on your email, you may not receive the confirmation, add us to your favourites to stop this from happening.

How can I check on the status of my order?
Please contact us to check on the status of your order.  If appropriate, please remember to include your order number and your full name and we'll get back to you promptly, during office hours.