myBagFactory FAQ - Frequently Asked Questions

Order

Delivery

Voucher

Customer Data

Complaint

Returns

Payment

Leather care

Customisation

Can I change or cancel my order?

Would you like to change or even cancel your order? Please contact us as soon as possible: care@mybagfactory.com. As long as your order is not yet ready for dispatch, we can cancel the order.

How do I receive information about my order?

After you have placed your order, you will receive an e-mail from us. In the e-mail you will find all the important information about your order (Order number, Customer number, if applicable Bank details for the transfer and an Overview about the ordered product). You will receive a separate e-mail with the Shipment tracking, as soon as your goods are on their way to you.

I have not received an order confirmation - what now?

You have not received an order confirmation by e-mail? This could be because of one of the following reasons:
a.) You may not have entered your e-mail address correctly.
b.) It could be that the e-mail has ended up in your spam folder.
c.) The order process was not completed correctly.
If you have any questions, please feel free to contact us: care@mybagfactory.com

Which payment methods can I choose?

We offer a wide choice of payment options:
1.   Cash In Advance
2.   PayPal
3.   SOFORT Banking (Klarna)
4.   Credit card

Can I change my delivery address?

You have the option to change your address, email address and password in your customer account. You cannot change your delivery address manually for current orders, please contact our customer service: care@mybagfactory.com

My order has not arrived - what now?

There may be several reasons why your order has not arrived. Please check the following points:
1. Did you receive a tracking number by e-mail?
2. Maybe your package was delivered to a DHL (Packstation or branch)?
If the mentioned points do not apply and your package is still missing, please feel free to contact us: care@mybagfactory.com. Please include your order number with your inquiry so that we can assist you as quickly as possible.

My item was delivered damaged - what should I do?

If your product was delivered damaged, please feel free to contact our customer service: care@mybagfactory.com. We are happy to help you.

My delivery is incomplete; is it possible that the items were delivered in two packages?

Is your order incomplete? For logistical reasons, it is possible that your order was split. Please check your shipping confirmation email to see if you received additional tracking links. If the remaining items are still missing, feel free to contact us. (care@mybagfactory.com) and we will be happy to help you.

Which shipping service will deliver my package?

Our shipping service provider is DHL.

When will my item be delivered?

Standard - DHL - Shipping: within Germany 1-4 business days and to the UK 5-8 business days (plus 20% VAT):

I received the wrong item - what should I do?

Did you receive the wrong item? Just send us an email at:care@mybagfactory.com with your order confirmation and name, and we will find a solution or send you a return label.

I have a voucher code - how do I redeem it?

You have the option to enter your voucher code in the "Checkout" section.

The input field is located on the right side between „shopping cart“ and„Total“. Once you have entered your code, click the button „Redeem coupon“.

Can I redeem a voucher multiple times?

Normally, you can use your voucher code only once.However, if you have a gift card, you can redeem it as often as you like until the balance on the card is used up.

How do I know if the voucher has been accepted?

Once you have redeemed the voucher code, the value of the voucher will be deducted from the total amount of your purchase.

How do I change my information in my customer account?

To change your customer data, go to the top right corner, click on the icon that looks like a person, and then select„Login“. Now you can edit the following information in your account section:
•   Billing address: Here you have the option to add another billing address or to change the existing one.
•   Acount settings: Here you can edit your email address and change your password.
•   Shipping address: Here you have the option to add another shipping address.
In your account, you can also view your previous and current orders, as well as your returns.

Forgot your password – what now?

Forgot your password? That can happen. To reset it, click on the button below the login details that says „Forgot your password?“ and a link will be sent to you via email to reset your password.

How can I delete my customer data?

Would you like to delete your account with us? We're sorry to see you go! Please send us an email at:care@mybagfactory.com. We would greatly appreciate it if you could include the reason for your request in your email. We are always striving to improve and value your feedback.

My item was delivered damaged – what now?

We are sorry to hear that. You can, of course, return the damaged item to us and place a new order. We are happy to assist you at the following email address: care@mybagfactory.com

My bag needs a repair - what now?

Our bags are high-quality products made from sustainable materials, designed to accompany you for many years. If your bag is damaged, please contact our customer service via email: care@mybagfactory.com. Depending on when you purchased your item, we can decide together whether we can replace or repair it.

How can I get a replacement part for my item?

Do you need a replacement part for your favorite product? No problem, please email us at care@mybagfactory.com and we will be happy to assist you.

Where can I find my return label?

Would you like to return an item? You can easily create a retourenlabel here or contact us by e-mail:care@mybagfactory.com and we will send you a return label.

When will my return be refunded?

Please give us some time to process the returns.
We have separated the teams here for acceptance, control & Meldung und Erstattung. If your refund has not been transferred back to your account within 14 days, you are welcome to contact us and we will check your request. Per Mail at: care@mybagfactory.com

How can I exchange an item?

Unfortunately, a direct exchange is not possible with us. Please return your parcel as normal and place another order with us.

What are the costs for the return shipment?

You will not incur any costs for the return if you use one of our return labels. Unfortunately, we cannot refund any return costs incurred due to your own label.

Habe ich ein Widerrufsrecht?

You have the right to cancel this contract within 30 days without giving any reason.
The cancellation period is 30 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods.
You can find out more about the cancellation policy hier lesen.

Which payment methods can I choose?

We offer a wide choice of payment options:
1.   Paypal
2.   Credit card
3.   SOFORT Banking
4.   Cash in Advance

How do I get a credit note for my return?

Please give us some time to process the returns.
We have separated the teams here for acceptance, control & notification and refund. If your refund has not been transferred back to your account within 14 days, you are welcome to contact us and we will check your request. Per Mail an: care@mybagfactory.com

Purchase cancelled or payment not approved - why?

If your payment is not authorised, there may be various reasons for this. One reason is if the 3-digit card verification number (CVC / CVV) is not entered when paying by credit card. Another reason may be if the Klarna payment method is selected. Here Klarna carries out a credit check and it may be that Klarna does not authorise the purchase. Unfortunately, we have no influence on this check. You will then be redirected to the order confirmation page and can change the payment method.

Payment cancelled - and now?

Have you cancelled the payment process? No problem. You will be redirected back to the order confirmation page. Here you can see your cancelled order. A red banner „Payment not successful“ will appear at the top right.

Here you have the option of changing the payment method or making the payment again.

Lederpflege

You can find detailed instructions on how to care for your leather product here.

Customization

How you can customize your desired leather product, you can find out here.

If you have not received an order confirmation via email, it could be for the following reasons:

a.) You may have entered your email address incorrectly.

b.) The email may have landed in your spam folder.

c.) The order process was not completed correctly.

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Your order will be shipped as soon as we can confirm receipt of payment (except for purchase on account). If you pay via PayPal or instant transfer, the item will be shipped by the next business day at the latest, provided it is in stock.

Within Germany, you will typically receive your order within 2-4 business days after shipment.

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You will receive a shipping confirmation via email after your goods have been dispatched. This includes all the information about your shipment (tracking number, carrier, and estimated delivery date), allowing you to track the shipment.

Unfortunately, it is not possible to track a shipment if it is sent as a large letter. However, the goods will be delivered within 10 days.

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At MyBagFactory you can conveniently pay by:

· Bank Transfer / Prepayment

· PayPal

· Purchase on Account

· Instant Transfer

· Credit Card

You have the right to withdraw from this contract within 30 days without giving any reason.

The withdrawal period is 30 days from the day you, or a third party named by you who is not the carrier, takes possession of the last goods.

You can read more about the right of withdrawal here.

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Are you not satisfied with your delivery and want to return it? You can easily create your return label here. For further questions, feel free to contact our customer service via email care@mybagfactory.com.

Once the return has arrived at the warehouse and has been processed, the amount will be refunded to you.

If you accidentally ordered the wrong item or prefer a different size, you must return it as described in the return information and place a new order for the desired item.

Customized items are excluded from exchanges.

Our bags are high-quality products made from sustainable materials designed to accompany you for many years. If your bag has been damaged, please contact our customer service via Mail care@mybagfactory.com. Depending on when you purchased your item, we can decide together whether we can replace or repair it.

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With us, everything is possible, from the very popular and subtle embossing of initials, to modern airbrushing of custom motifs, and even designing your own bag. There are no limits to your imagination.

You can identify customizable models by the black my-circle above the item or simply apply the "CUSTOMIZABLE" filter in the respective category. You can also conveniently click here for a complete overview.

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No, unfortunately customized items cannot be returned as they are specially made products.

If you have received a voucher code, you can redeem it directly during the checkout process.

There will be a corresponding field in the shopping cart where you can enter the code. The value of the voucher will then be deducted from the total purchase amount.

Please note that vouchers generally have an expiration date, which is always indicated next to the code.

By clicking the "Proceed to Checkout" button, you will start the checkout process.

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Each leather product has specific care needs, depending on its treatment, intended use, age, and the degree of wear and environmental exposure. Finding the right leather care can be challenging due to the wide range of different leather cleaners and care products. Here, we show you how to best care for your bag!

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Order Process

In the shopping basket, please specify the item quantity, payment method and shipping method..
Click on the "Proceed to checkout" button to start the order process.

If you are not logged in, you will need to log in now. Please enter your email address and the password you created.
Is this your first order in our webshop? No problem! Please enter your email address and the necessary details.

If you have received a voucher code, you can redeem it directly during the ordering process. There will be a corresponding field in the shopping cart where you can enter the code. The value of the voucher will then be deducted from the total purchase amount. Please note that vouchers generally have an expiration date, which is always indicated next to the code.
By clicking the "Proceed to Checkout"" button, you begin the ordering process.

Please enter your full billing address. In this step you must confirm that you have read our terms and conditions. Please read our terms and conditions and tick this box.
Only if you are a new customer, a password must be created.

In this section, please select the delivery address to which your order should be delivered. If the correct address does not exist, please create a new delivery address.