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Frequently Asked Questions
We have listed below all the questions that we are commonly asked. There may be some you would like further explanation on or something we have not answered. If this is the case please do not hesitate to contact us.
About the bags
Are your bags genuine and 100% authentic?
What condition are the bags in?
How long can I borrow a bag for?
What happens if a bag becomes dirty, damaged or lost?
Can I request a bag that you do not have?
Can I purchase a bag?
How do I hire a bag?
How many bags can I borrow?
About delivery
Where do you deliver?
How is my bag delivered and returned?
Who pays for delivery & collection?
How long will my bag take to arrive?
About payment
How do I pay?
Do I have to pay VAT?
When do I pay?
Is it safe to give my credit card details on the handbagsfromheaven site?
Do I need to provide verification?
About my privacy
How do you collect data and knowledge about me?
What kind of data and knowledge do you collect?
How do you store the information you collect?
Do you use cookies?
What do you do with the information you collect?
Can I control how information about me is used?
Can I see what information you are storing on me?
About the bags
Are your bags genuine and 100% authentic?
We pride ourselves on only using verified, reputable suppliers for all our handbag purchases. All our handbags are guaranteed 100% authentic - we have zero tolerance for counterfeit goods.
What condition are the bags in?
All bags purchased by us are brand new. They go through stringent quality control checks to ensure they are in "as new" condition before being sent to our customers.
How long can I borrow a bag for?
Each bag is available to hire by the week or the month. If at the end of that period you wish to continue using it please drop us an email at admin@handbagsfromheaven.co.uk to let us know. If you wish to switch your bag for another one at the end of the period, please check out your new bag via the online order process within 48 hours before your current one is due for return. We will then deliver your new bag when we collect your current one.
What happens if a bag becomes dirty, damaged or lost?
As you share our love of fabulous bags we would hope that you would care for our bags as well as if they were your own. In the unfortunate event something did happen you should inform us by email on admin@handbagsfromheaven.co.uk as soon as possible.
Dirty/Damaged Bags
Once we have received your email we will ask you to return the bag back to us immediately so we can assess the extent and prevent any further damage from taking place. In making our assessment, we will consider the length of time which you had the handbag and normal wear and tear. If damage beyond normal wear and tear has taken place to the extent that the bag becomes incapable of being repaired or restored to its original condition (fair wear and tear excepted) you will be charged a replacement fee. If the bag is capable of being repaired or restored to its original condition (fair wear and tear excepted) we may charge you a lesser amount than the relevant Replacement Fee to cover the cost of such repair or restoration. Please see our Terms and Conditions for full details on Replacement Fees.
Lost Bags
If the handbag has been lost, you will be charged a replacement fee, which can vary depending on the item in question. Please see our Terms and Conditions for full details on Replacement Fees.
Can I request a bag that you do not have?
Of course! Drop us an email at admin@handbagsfromheaven.co.uk and we will do our very best to source it for you and let you know as soon as we have it in stock.
Can I purchase a bag?
In order to be eligible to purchase any of our handbags you must be a Member. If you would like to apply to purchase one of our bags please email us at admin@handbagsfromheaven.co.uk stating which bag you are interested in. We will then prepare a quote for you based on the bag's age, condition and popularity. Please note that not all handbags can be purchased.
How do I hire a bag?
Look at the Silver Lining Collection and the Cloud 9 Collection. Once you have decided on the bag you would like to borrow please click on the "hire bag" button and proceed through the checkout.
What happens if I don't return the bag at the end of the hire period?
If a handbag is not returned within the hire period stated on your order confirmation we will charge a further term of hire (as per the original order) until the handbag is returned.
How many bags can I borrow?
Due to demand we are only allowing each customer to hire one handbag at any one time.
About delivery
Where do you deliver?
We are a UK based company and we delivery to all UK mainland addresses. We will only deliver to the address your payment card is registered to until such time as a sufficient trading history has been built up.
How is my bag delivered and returned?
Your bag will be delivered by Courier and a signature will be required. To return a bag please email us at admin@handbagsfromheaven.co.uk at least 48 hours prior to the end of your hire period and we will arrange for our couriers to collect from an address you specify. Please ensure it is packed in all original packaging. If you have hired another bag to replace the one you have this will be delivered when your current one is collected.
Who pays for delivery and collection?
£9.99 is payable each time you hire a handbag. This covers the delivery of the bag to your payment card address, collection from a nominated address and insurance during transit.
How long will my bag take to arrive?
If the bag you choose to hire is in stock you will receive it within 2 - 3 working days of us processing your order. If it is not available we will let you know. Once your handbag has been shipped, you will receive an email from us advising you of the tracking number of your shipment and the anticipated time of delivery. If you do not receive your bag in this timeframe please notify us.
About payment
How do I pay?
You will need to input your card details every time you place an order for hire. We accept Visa, Mastercard, Delta, Mestro, Switch and Solo for payments.
Do I have to pay VAT?
All our prices are inclusive of UK VAT.
When do I pay?
Your payment card will be charged when your order has been processed and your handbag despatched. For Membership fees this will be taken on the day you sign up and then each month on the anniversary date. If this date falls on a non-business day we will charge you on the next business day.
Is it safe to give my credit card details on the handbagsfromheaven site?
handbagsfromheaven is powered by HSBC's Secure ePayments system, which means that your credit card details are fully encrypted using the most sophisticated e-payment software. All credit card numbers are encrypted when your order is placed using SSL 128 bit encryption. They are not held in clear text on any website.
HSBC's online debit and credit card processing has also won the Best Security/Anti-Fraud Development at The Credit Card Awards 2007.
Do I need to provide verification?
Proof of payment details, address and identification may be requested often to prevent any potential fraud for both you and us. If we require this we will contact you before dispatching any handbags.
About my privacy
How do you collect data and knowledge about me?
We collect information that our customers supply to us, we collect information electronically on all users of our website (including customers) by means of cookies and we also collect information from emails and other contacts sent to us by our customers and users of our website.
What kind of data and knowledge do you collect?
When you use handbagsfromheaven you are required to set up an account using your full legal name, a valid credit card, email address, full postal address including postcode and telephone number. You must also choose a user name and password and provide those to us. We also collect additional information about how you use our website and service. Every time you use our service we also collect information about the handbagsfromheaven products you browse and orders you place.
How do you store the information you collect?
We store the information you provide to us and the information we collect electronically on our computer databases which we own, maintain and secure.
Do you use cookies?
Like many websites on the Internet, handbagsfromheaven uses cookies. Cookies are small strings of data placed on the user's PC hard drives during the exchange of data that happens when your browser points to our website. Cookies ensure a website can identify a user's browser as a previous visitor by means of a unique string of numbers assigned on a previous visit. Our cookies assist us in collecting information on what pages of our website you access or visit, and recording any preferences you make on our site. We also use cookies to make your experience on our website more personalised. Our cookies cannot and do not retrieve any other data from your hard drive or pass on computer viruses.
What do you do with the information you collect?
We aggregate information about how handbagsfromheaven is used (without specific identification of any particular user) to be able to improve our service. We use the personal information about you stored in our customer database in various ways. We call up your billing and shipping information from our database each time you log in to make processing your order faster and easier. We also keep track of your brand preferences and product choices and analyse that information. We do this in order to contact you with advertisements, special offers and notices that we think may be of interest to you. We WILL NOT provide any of your information to any third party.
Can I control how information about me is used?
Yes. You can limit our communications with you. If you do not want to receive emails please let us know. You can also change your preferences, or opt out of receiving emails at any time (except when placing an order).
Can I see what information you are storing on me?
Yes. Please send an email to admin@handbagsfromheaven.co.uk requesting your account information. Please ensure you provide us with your specific contact information so we can accurately check our records.
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