We want your shopping experience to be smooth and stress-free. Below you’ll find all the key information about our delivery services, international shipping, returns, and what to do if something goes wrong with your order.
Dispatch Times
Orders are dispatched the next working day (Monday–Friday). For express services, orders placed before 12:00 noon are shipped the same day - except in circumstances beyond our control.
Weekends & Bank Holidays
No dispatch on weekends or UK Bank Holidays. While some couriers deliver on Saturdays, this cannot be guaranteed.
Delivery Estimates
All courier timeframes are based on delivery aims and are not guaranteed. Tracking details are provided with every order.
Busy Periods
During peak times (Christmas, Easter, birthdays, sales, or large projects), we recommend placing your order early to avoid delays.
Lost or Damaged Orders
In the unlikely event of parcel loss or damage, please contact us straight away. Investigations may be required before a replacement or refund is issued, but we will always work with you to provide the best possible solution.
Local Pickup – Free
Collect from Stoke-on-Trent (ST4 3PB), Monday–Friday, 8am–4pm. You’ll receive an email confirmation when your order is ready for collection.
FREE
Free Standard UK delivery on orders over £40
Standard
Royal Mail 48 Tracked – £4.49
Estimated delivery: 2–3 working days
Premium
Royal Mail 24 Tracked – £5.99
Estimated delivery: 1–2 working days
Express
DPD Express – £7.19 (UK Mainland only)
Next working day delivery (Mon–Fri) when ordered before 12pm
Orders placed after 12:00pm are dispatched the following working day
Live tracking and 1-hour delivery slot via SMS/email
Currently, we do not ship to EU countries.
Available shipping destinations:
Iceland
Norway
Switzerland
USA
Canada
South Africa
UAE
Australia
New Zealand
We recommend checking with your local authorities regarding these charges before placing an order.
Kindly note that customers are responsible for any applicable VAT, customs duties, and administrative fees in their country.
COMING SOON...
We hope you’ll love your order, but if for any reason you are not satisfied, or simply changed your mind you can request a return within 14 days of delivery.
1. Complete a Return Form
A Return Form is required for every return. Without it, we are unable to process your refund. To request one, please email us at info@bilibagfactory.co.uk with your order number and reason for return. We’ll send you the form and instructions.
2. Prepare Your Parcel
Items must be returned in their original condition – unused, unopened, and with wrapping labels on. Place the completed Return Form inside your parcel so we can identify your order.
3. Send Your Return
Return postage costs are the responsibility of the customer unless the item is faulty, incorrect, or incomplete.
Refunds
Once we receive and inspect your return, we’ll process your refund promptly.Refunds are issued to the original payment method only.Please allow up to 5–7 working days for the refund to appear in your account, depending on your bank or payment provider.
Exclusions
DIY Kits: Digital patterns and tutorials are non-refundable. However, you may return unused cords or accessories for a partial refund.
Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us with photos and your order number. We’ll arrange the best solution, which may include a replacement, refund, or partial refund.
Items returned without a completed Return Form cannot be processed.
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