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Terms and Conditions

These conditions explain the rights, obligations, and responsibilities of all parties to this Agreement. Where we use the word 'you' or 'your' it means the Customer; 'we', 'us' or 'our' means Excess Baggage (Airports) Limited, trading as excess-baggage.heathrow.com, a company registered in England and Wales under company number 04805687 and with our registered office at 2 Provident Industrial Estate, Pump Lane, Hayes, UB3 3NE. Our main trading address is 2 Provident Industrial Estate, Pump Lane, Hayes, UB3 3NE. Our VAT number is 810 3609 66 These terms and conditions can be varied or amended at any time without prior notice.

We take every reasonable care to ensure that the listings, descriptions and colour match the items and are as accurate as possible. However, all measurements quoted are approximate and the reproduction of colours is as accurate as photographic, technology and publishing processes will allow and details provided by the supplier/manufacturer.

All prices are valid at the time of publication. Any single offer is not available in conjunction with other additional offers unless specifically stated.

When you place an order to purchase goods from us (either by completion of the check-out procedure on excess-baggage.heathrow.com or by placing an order via telephone call) you make a binding offer to purchase those goods in accordance with these terms and conditions. A contract will be formed in respect of those goods upon the sending by us of an email to you confirming that your order has been accepted and is being processed (in the case of orders for delivery) and/or is ready to collect pursuant to our ‘Reserve & Collect’ option (in the case of Reserve & Collect item(s) for which payment is made in advance of collection). If you have chosen to reserve your item(s) and pay for them in store on collection, no contract will be formed until payment is made in store.

We will not accept any variation to these terms and conditions or an order placed by you unless the variation is expressly agreed by us and confirmed by us by email.

Opening hours: Monday to Friday between 9am to 5pm


Shipping & Delivery

Hurrah! We usually ship out all our products with FREE NEXT DAY DELIVERY on all products from the day of dispatch from excess-baggage.heathrow.com Though we still advise you to order at least 5 days in advance.

You DON’T have to wait the whole day, our courier will provide you with a ONE HOUR delivery window via Email and Text message to your preferred number on the day of the delivery.

If by any chance you need to go out and miss the delivery schedule, the Courier will deliver the parcel again on the next consecutive day all FREE of charge.

We offer the below delivery options at www.excess-baggage.heathrow.com :

  • Free Standard Delivery on all products, Yes on all products from £0.99 to £999.99
  • Signed for Next day service
  • Free London Weekend Service
  • Express Same Day Service

Tracking your goods
We use DPD Next day delivery service for most of the products sent out in the mainland Britain, you can follow the link to track your parcel by clicking the Track Parcel button.

Step 1
On reaching the tracking page CLICK 'Show Advanced'

Step 2
Please enter 'luggageexpress' followed by your order reference number in the 'Senders Ref:' and your delivery Postcode. (Below are some examples on how to enter your order reference number)

Step 3
Click the 'Next' button on the bottom of the Box.

Below are some examples -

- If your order reference number is 5 then enter 'luggageexpress5'
- If your order reference number is 46 then enter 'luggageexpress46'

All delivery times are estimates. We will complete all orders within 30 days of placement. If you fail to choose a colour in the course of placing your order, then the colour for that order is set to black (or, if black is unavailable, any other colour available in stock).

All payment is required in advance and dispatch will only take place after the customer successfully completes either the checkout procedure on the website or a sale via telephone call. Delivery is free for all items in mainland UK. For smaller items Royal Mail services may be used.

Special charges apply for Scottish Highlands, Northern Ireland, Republic of Ireland, Isle of Man and Islands of Jersey; please call our customer care for a price quote before ordering. For the majority of deliveries, a respected courier delivery service will be used.

All delivery times provided are estimates, and cannot be guaranteed. All deliveries are required to be signed for by the customer, and upon receiving the items the customer should check them thoroughly before signing, reporting any defects within 24 hours of delivery. In the absence of such a report, the customer will be deemed by us to have been accepted the delivery as being complete and in satisfactory condition.

We will notify you within a reasonable time if there is a delay in delivery of an ordered item.


Reserve & Collect

If you are placing your order through excess-baggage.heathrow.com, we offer a free “Reserve & Collect” option as an alternative to having your order delivered. This option allows you to collect your item(s) at whichever of our Heathrow stores is most convenient to you - your item(s) can be collected from any of our Left Luggage stores, one of which can be found in each terminal.

The Reserve & Collect service can be selected within the check-out procedure. You can either pay online and collect in store or reserve online and pay in store on collection. Once you have completed the check-out procedure you will receive a confirmation email confirming your order or reservation. Once your order is ready for collection, you will then receive a ‘Ready to Collect’ email which will also contain details of how to find your chosen Left Luggage location from where your item(s) can be collected.

In order to collect your purchase, you will need to present the card you paid with (if you have paid online), or a valid photo ID (such as your passport), and a copy of the Ready to Collect email, either printed or displayed on your phone. Without these, you will not be able to collect your item(s).

Please note, if you have selected to reserve and pay in store, you do not have the right to cancel your contract within 14 days and receive a refund, although you can still make use of our 90 day hassle free exchange service if you are unhappy with your item and/or you find it is not suitable for your requirements, or our 30 day guarantee should your item be defective in any way. For more details, please see below.

Returns & Replacements

Exchanges hassle free
90 days hassle free exchanges are available in the unlikely event you are unhappy with your selection and/or you find it is not suitable for your requirements. Should you wish to exchange your goods, you must contact us via our customer care helpline (via telephone or email) and return the item within 90 days from the date you received the order.

We can arrange to collect goods you wish to exchange. Please contact our customer care helpline to arrange a collection, at which point we will advise you of the cost involved. In the event that you choose to return the items to be exchanged by your own means, we recommend that you use a registered postal service. Luggage items must be returned in a saleable condition with all labels intact and should be packed safely and securely. Once the goods have arrived back at our warehouse, we will check that they have not been used and are in saleable condition. Once that has been confirmed, we will process a prompt exchange for another item.

We reserve the right to, and you hereby agree that we shall be entitled to, apply a further charge to your card for the difference in price between the item that was originally delivered, and the item for which it is to be exchanged.

Refunds 14 days no questions asked
If you are a consumer, you can cancel your contract with us in accordance with your legal right to do so. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or Trading Standards office.

Your legal right to cancel your contract starts from the date we email you to confirm acceptance your order and that it is being processed. Your deadline for cancelling the contract is the end of 14 days after the day on which you receive your item.

To cancel your contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our website. A link to the website cancellation form will be included in our email to you accepting your order. If you use this method we will e-mail you to confirm we have received your cancellation.

You can also e-mail us at heathrowportal@excess-baggage.com or contact our Customer Services team by telephone on 020 8897 5323 or by post to 2 Provident Inustrial Estate Pump Lane, London, UB3 3NE, who will be happy to assist and help in arranging a collection or, should you choose to return to items to us by your own means, providing details of where to return the goods. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

If you cancel your contract, we will refund the price you paid for the product(s). Please note as permitted by law we are entitled to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop, and limit refund of delivery costs to the costs of delivery by the least expensive delivery method we offer. Any refund due to you will be paid to you as soon as possible, and in any event within the deadlines indicated below:

  • i. if you have received the product and we have not offered to collect it from you: 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
  • ii. if you have not received the product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.

We reserve the right to refuse refunds for goods which are made to order such as trunks & tuck boxes or personalised goods.

You are responsible for the return of the item to us. We can arrange to collect goods you wish to return. Please contact our customer care helpline to arrange a collection. In the event that you choose to return the items by your own means, we recommend that you use a registered postal service. Items must be returned to us in a saleable condition with all labels intact and should be packed safely and securely. Once the goods have arrived back at our warehouse, we will check that they have not been used and are in saleable condition. Once that has been confirmed, we will process a prompt refund in accordance with these terms and conditions.

Where appropriate, we will match the exact cost of returning the goods to us against the handling and delivery charges for defective items, so there will be no additional charge to you.

Guarantee and repairs
excess.baggage.heathrow.com guarantees all unused defective merchandise for 30 days from the date of delivery of your order. In the unlikely event if your purchase is faulty or defective, the return of the defective item will be free. Please call our customer care helpline to arrange a collection. This guarantee does not apply to personalised or custom made items.

Whether a defective item is repaired or replaced will be at our sole discretion and we will take due time to determine the cause and extent of the relevant defect.

Replacements for, or the repair of, products arising due to fault in material/ workmanship will be provided free of charge.

We cannot accept any responsibility for damage caused during airline travel, which should be claimed against the airline you traveled with at the arrival airport. A DPR report should be filed with the respective airline as soon as you notice the damage to the luggage and we recommend that you make sure that a DPR number is issued by the airline.

Excessive wear & tear arising due to constant usage is not covered by our guarantee.

This guarantee is in addition to, and does not affect, your legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.


Complaints & Suggestions

We highly appreciate your suggestions regarding any issues arising from usage of our website. Please contact us on Email: heathrowportal@excess-baggage.com or call us on 020 8897 5323


Events outside our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below.

An "Event Outside Our Control" means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

If an Event Outside Our Control takes place that affects the performance of our obligations under these terms and conditions:

  • we will contact you as soon as reasonably possible to notify you; and
  • our obligations under a contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

Complaints & Suggestions

We may transfer our rights and obligations under a contract to another organisation, but this will not affect your rights or our obligations under these terms and conditions.

You may only transfer your rights or your obligations under these terms and conditions to another person if we agree in writing.

Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

If we fail to insist that you perform any of your obligations under these terms and conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

Please note that these terms and conditions are governed by English law. This means a contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.