FREQUENTLY ASKED QUESTIONS:
WHAT ARE TIMEOUT BAGS?
What are Timeout Bags?
We offer made to order activity packs for kids, loaded with a handpicked selection of educational books, games, toys and healthy snacks. Our eco-friendly cotton bags represent great value for money, where combined prices are unachievable independently.
What are your bags made from?
Our bags are made from eco-friendly cotton. We chose cotton because it is cool and breathable and naturally hypoallergenic, and therefore perfect for children with skin allergies.
WHAT’S IN A BAG?
What's in a bag?
Our bags include a winning formula of approximately 13 tried and tested products and snacks. Our products and activities have been carefully selected and support STEAM education. STEAM is an educational approach to learning that uses Science, Technology, Engineering, the Arts and Mathematics as access points for guiding children's curiosity and critical thinking. Each bag contains three snacks, and a selection of 10 handpicked activities to suit your child’s developmental age group.
What type of activities and products will I get in my bag?
The products, snacks and activities are bespoke to each individual customer, and no bag is ever the same. We source our products from various retailers across the UK. We are not responsible for the manufacture of any of the products included in our bags. The contents of each bag will differ from those shown in our website because we constantly replenish our stock. We can never guarantee which products you will receive because our stock is dependant on what is available from our retailers.
Will I get everything that is featured in the picture of the bag on your product page?
Images of bag contents are purely for guidelines only. The contents of each bag will differ depending on what products we have in stock and what is available in the marketplace. Our stock does change, so your bag contents will differ from those shown in our product pages.
Why do you not offer these bags to children under 3 years of age?
Choking is a particular risk for children aged three years or younger. Most products are now labelled unsafe for children under 3 years of age as dictated by the manufacturer, even non-toxic crayons, which is why we cannot ignore safety guidelines and recommended our bags for children under the age of 3 years.
Are there age restrictions of your products?
Our products are purchased from other retailers, and are not manufactured by Timeout Bags. Safety guidelines for individual products have been issued by the manufacturer and not by us. Please bear in mind that products carry age restrictions for a reason, so always check the label. If you buy a bag suitable for an older child than the current age of your child, please bear in mind the safety risks of offering children products which are not suitable for their age group. We always recommend that parental supervision is required when exploring our bags at all times (due to small parts etc). We kindly ask that you always review the contents of our bags to ensure you are comfortable with each product, before giving the bag to your child.
What kind of snacks do you provide?
We aim to provide healthy and nutritious snack products which develop your child’s palate and introduce them to fun new flavours. Many of our products are organic or gluten free, and are available to purchase from major supermarkets in the UK. Always check the food label, to ensure your snack is suitable for your child. Always check the snack use by date before giving it to your child. We recommend that children are always supervised when eating, incase of choking.
Why do your bags not contain a drink?
Our research identified that our customers like to choose their own drinks to suit their child. Our bags are aeroplane security-friendly, so that you don’t have to sort through them to remove liquid, before going through security. In fact, we've put your snacks in a handy transparent bag, in case you need to pop them out at plane security.
WHAT PAYMENTS DO YOU ACCEPT ONLINE?
Our store accepts payments through PayPal Express Checkout and Shopify Payments only. Payments are made securely through the shopify payment platform, which is a third party supplier and merchant. We accept VISA, MasterCard and American Express debit and credit cards, through the Shopify Payment Gateway.
HOW DO YOU SEND YOUR PARCELS?
What packaging will my Timeout Bag arrive in?
Mostly, we use recyclable cardboard boxes for posting our bags. Our packaging is made from 100% recycled materials and are fully recyclable. Our packaging is robust so that we have made every effort to ensure our bags arrive in a good condition to your chosen address, which is why we find that plastic polybags are unsuitable.
Where are your products shipped from?
All our products are packed and shipped from Kent in the UK, and are delivered by either Hermes or DPD couriers, depending on which courier service you select at checkout. If you have ordered in advance of a trip, then MyHermes may suit your needs. If you want the parcel quicker, DPD is your best bet.
Do you deliver worldwide?
At the moment we only deliver within the UK.
What do I do if any of the contents of the box are damaged?
All contents are carefully wrapped and packed. If your contents are damaged in transit, please take a photograph and email this to us at firstname.lastname@example.org. We can then notify you of the process for damaged bags in transit.
How will my bag be delivered to me?
We use myHermes or DPD to deliver our parcels in the UK. Please let us know if you wish to leave your parcel in a safe place, and what that safe place is, so that we can enter these details with the courier. Please note that Safe Place delivery is not guaranteed and is up to the discretion of the driver. Our MyHermes courier option delivers parcels within 6 working days of placing your order with us. Our rapid DPD service delivers parcels within 2-3 working days, which is handy if you are in a rush to receive your parcel. Please note that postage costs are dictated by the courier you have chosen and include VAT. These prices are dictated by your chosen courier and are according to the weight and size of your parcel. Timeout Bags do not make any profit from using third party couriers.
When will my parcel be delivered?
Please allow up to 6 working days for your parcel to be delivered to a standard UK address if you selected MyHermes to deliver your parcel. Please allow between 2-3 working days for your parcel to be delivered if you selected DPD drop off service. If you place an order on a Friday/Saturday/Sunday, it will be despatched on the next working day, so Monday. Deliveries to remote areas may take up to 7 working days (e.g. the Highlands, parts of Scotland, Isle of Man, and Isle of Wight). Deliveries are made on Mondays to Saturdays, between 8am - 5pm. Please note that sometime parcels may arrive later than this. If you are planning to go on holiday, we strongly recommend you purchase your bag at least 2 weeks in advance of the date of travel, to avoid any disappointment, especially if your parcel is delayed for whatever reason. If we are out of the office on annual leave, we will notify you of this on our product pages, so that you can make a decision about whether to buy now or later.
How will extreme weather conditions affect my delivery?
Please note that during periods of extreme weather (snow, gale force winds, ice etc), hermes couriers will most certainly be delayed/affected, and this is out of our control. During these periods, it is best to check your chosen courier's website for further details about how adverse weather conditions may affect your deliveries. If the carriers are unable to get to you, there will be a backlog of deliveries, so please bear with them.
I am getting anxious about my delivery as it has reached the delivery window and nothing has arrived yet, what do I do?
If you have any concerns about your delivery, please do not hesitate to email us at email@example.com. We will get in touch with your chosen courier and track down your parcel on your behalf. Please note that when you track your parcel online, the shipment details may not have been updated, and it can take the courier a while to update the delivery status. Occasionally, parcels have been known to have become held up in the central sorting hub of your chosen courier, so please be patient. The delivery window for your chosen courier is listed above (up to 6 working days). We will do our best to produce an outcome that you are happy with, so please do not hesitate to get in touch with us if you experience an issue.
What are the Terms and Conditions of the different Couriers that you use?
For details of DPD terms and conditions, please click here: https://www.dpdlocal-online.co.uk/help-centre/category/delivery
For details of MyHermes Terms and Conditions, please click here: https://www.myhermes.co.uk/terms-and-conditions.html
HOW DO I CONTACT YOU?
How do I contact Timeout Bags?
We are a family business, operating around the school day, from our Head Office in Kent, UK. To contact us, we are available through our contact form and social media pages, or via email at firstname.lastname@example.org. We will endeavour to respond to you within 24 hours. Our office opening hours are between 9am - 3pm on Monday's - Fridays, excluding weekends and public bank holidays. If we are away during holidays we put a note next to each product, to ensure you are aware of delivery timescales when the office is closed.
How can I leave feedback?
We are a small family run company and rely upon your feedback. Please post photos of your children on their travels via our instagram, twitter and facebook social media feeds using the #timeoutbags hashtag. Alternatively, you can leave individual bag reviews for our products on our website under each product, which we really appreciate. Simply click on the product you bought and enter in your verified purchase feedback.
DO YOU SELL GIFT VOUCHERS?
Do you provide Gift Vouchers?
Yes, you are able to buy a Gift Voucher which entitles the recipient to purchase a bag of their choice. The Gift Voucher will be sent to the delivery address that you enter at Checkout. The recipient will be entitled to one bag per Gift Voucher, delivered to an address of their choice, including postage costs. Each Gift Voucher will have a unique redeemable code and be valid for 6 months from the date of issue. The list of terms and conditions for our vouchers can be found on our website or on the back of each gift voucher issued.
DO YOU HAVE A LOYALTY PROGRAMME
Do you have a Loyalty Programme?
Yes - we value our loyal customers greatly! For every three bags you purchase from us, you'll earn points at the rate of one point per bag purchased. Once you've purchased three bags from us, you'll receive a free gift with your next order.
WHAT IS YOUR RETURNS AND CANCELLATION POLICY?
What is your Returns Policy?
If you aren't 100% satisfied with your purchase, you can return the product to us within 30 days and get a full refund or exchange the product for another one. You will need proof of purchase and to return the item in the same condition you received it in, and in the original packaging. Please keep the receipt. Once we receive your item, we will notify you of our refund policy. If your refund is approved, we will issue you with a refund to your payment card. You'll receive the credit in a certain number of days, depending on your card issuers policies. Please note, gift vouchers are non-refundable. If you have requested an exchange of products, you will be sent an invoice for the shipping fees. Please note that if there is an issue with your order, and it has not been fulfilled as required, we will do our best to resolve this for you, and provide a refund if necessary.
Can I cancel my order?
You can cancel your order up to 14 days after your order is delivered. This is Your Right to Cancel.
Do you need a receipt to return faulty goods?
You simply need to prove that you purchased the item from us and when.
WHY DO YOU GIVE MONEY TO CHARITY?
Why do you donate to charity?
A portion of every bag we sell is given to charity, at the end of the financial year. Our first payment to Changing Faces Charity will be made in March 2019. When giving to an effective charity such as Changing Faces, the size of the donation directly correlates with the number of people you are able to help. Even small donations have the potential to drastically improve an individual’s quality of life. We discuss with Changing Faces where we want our money to go to on an annual basis, and all your donations are put to good use. Our donation is given as a lump sum at the end of each financial year, as a percentage of yearly sales.
HOW DO YOU KEEP MY DATA SECURE?