Checkout Menu

Frequently Asked Questions

What payment methods do you accept?

We currently accept payment via Visa (Credit, Debit and Electron), Maestro, Mastercard, American Express and Paypal. We are no longer able to accept Solo or Switch cards, as these payment methods are now deprecated.

We can also accept orders by post, fax or telephone – please contact us if you would like to place an order in one of these ways.

How do I cancel or amend my order?

Once placed, orders generally leave our warehouse within 24 hours. Due to this rapid turnaround, it’s usually not possible to cancel or amend your order once it is placed. However, you can still return item(s) to us upon receipt and / or place an additional order for any products you may have missed.

How do I pay for my order?

When you’re happy with the items in your basket and are ready to proceed to checkout, click ‘View Basket and Checkout’ at the top of your screen. You will be guided through our checkout process and invited to provide details of your delivery and billing addresses, as well as ways in which we can contact you (in case we need to get in touch, and in order for us to confirm your order).

Once you have provided this information, you’ll be redirected to our secure payment server (provided by Sagepay). Select your preferred payment method (i.e. card type or Paypal) from the icons available and input card details on the following screen if applicable.

You may be asked to input your 3D Secure code if you use the Verified by Visa or Mastercard service. When your payment has been accepted, you’ll be redirected back to The Sporting Lodge website, and your order will be confirmed. You’ll shortly receive email confirmation.

What currencies can I use?

All payments are processed in GBP (British Pounds Sterling). If your country uses a different currency, your order value will be automatically converted during payment based on the current exchange rate. If you’re not sure how much your order will cost, you can use our currency converter (via the dropdown menu at the top of the page), with exchange rates provided by Universal Currency Converter. Please note that this is for guideline purposes only, and the exact rate of exchange will be determined by your bank at the time of transaction.

Why has my payment been declined?

There can be many reasons why payment may be declined. Unfortunately this isn’t something we’re able to advise upon – for more information, or if you think this has occurred in error, please contact your card issuer.

Do I receive email confirmation for my payment?

When your order is placed, you’ll receive two confirmation emails. One of these emails is from Sagepay, our secure payment provider, and contains confirmation of your order totals including any postage costs and / or discounts applied. We’ll also send you a summary of your basket contents separately. Both emails will contain your order number, which you should provide if you need to contact us about your order for any reason, to enable us to help you efficiently.

Is it safe to order online?

We use ‘Secure Socket Layer’ technology (SSL) to encrypt your payment, to ensure your card details are safe. Verified by Visa and Mastercard SecureCode (3D Secure) is also in place where set-up by you, to provide further security. You can identify a secure connection when the usual ‘http’ page address prefix changes to ‘https’. You may also see a small padlock icon indicating that the page is secure, depending on the Internet browser you are using.

I live outside the European Union, how do I claim VAT (UK sales tax) back on my purchase?

We automatically deduct 20% from all International (non-EU) orders at checkout – this discount will be applied once your postage country is selected and confirmed.

What courier companies do you use?

All products are sent by the courier of our choice – this will usually be Royal Mail for both domestic and international orders.

How do I track my delivery?

We will issue you with order tracking information as soon as your parcel is dispatched from our warehouse (via email) if applicable. This email will include your unique tracking number, and instructions on using this to track your order online where this service is available.

Do you deliver to PO box addresses?

Yes, we are able to do this worldwide.

I haven’t received my order – what should I do?

Delivery times to the UK are normally 1-2 working days from dispatch. For Europe 5-7 working days and the Rest of the World 7-10 working days. This does not include Bank / Public Holidays – please allow more time during holiday periods. Unless via courier, the national postal services in the respective countries handle all orders. If you have concerns about an order please contact us and we can track for you.

I am an international customer, do I need to pay customs duty on delivery?

All deliveries to countries and territories outside the UK may be subject to import duties and taxes (these are levied by the importing country when the parcel arrives in your country). All applicable duties, fees and any other charges imposed for customs clearance are the responsibility of the customer.

Unfortunately we are unable to advise on what these charges may be for a given country – if you are unsure, we suggest that you consult your local Post Office, to find out what the charges (if any) may be.

Can I change my delivery address?

Orders generally leave our warehouse within 24 hours of being accepted – if we have already posted your order, it will not be possible to amend your delivery address. If you made an error during checkout which you have noticed immediately, please contact us as soon as possible.

What countries do you deliver to?

We currently deliver our Kankens to most countries and territories, including the United Kingdom, Europe, USA, Canada, Australia, China, South Korea, Singapore, Japan, Taiwan, and South America. If your country is not listed at checkout, please contact us and we will advise whether it is possible to deliver to you.

How do I return an item?

If returns are received by My Kanken Bag within 14 days of receipt by the customer, a refund will be issued. Refunds are generally processed within 7 days after we receive the returned items. Credit notes will be issued for goods received after 14 days of receipt by the customer (up to 28 days). Please ensure all items to be returned are in a re-saleable condition, in original undamaged packaging with all labels attached, and have not been worn or otherwise used.

When posting your item(s) back to us, it is strongly recommended you obtain proof of postage. Please ensure that items are well packaged.

After goods have been inspected by us, you will receive a full refund of the purchase price minus a carriage price of £4 (UK) £8 (Europe) £12 (Rest of World) in the case of non-faulty items.

Faulty Items

If within 28 days of purchase goods returned to us are deemed faulty, incorrect or damaged, you will receive either a full refund, repair or replacement, plus reimbursement for the return delivery charge when postage receipt is provided (up to a maximum of £10).

After 28 days you may return any item for inspection if you believe it to be faulty, and we may either repair, replace or refund at our discretion if the item is deemed defective. Please email enquiries@mykankenbag.com prior to returning goods.

Please send your returns to:

The Sporting Lodge Ltd
Shoreline House
Sandside
Cumbria
LA7 7BF
England

Unfortunately we are unable to offer exchanges at this time. You will need to return the unwanted item to us for processing first and then place a new order.

I have received my order but one of the items is missing or incorrect, what should I do?

Please contact us as soon as possible with your order number and details of the error and we will rectify this for you.

Please note, you can contact us up to 14 days from receipt of your order for a refund – beyond this time, we will assume that the order and products therein arrived correct, and may only offer a credit note up to 28 days from purchase. Please see our Terms and Conditions for more information.

I received a faulty item in my order, what should I do?

Please contact us as soon as possible with your order number and details of the error. The faulty item should be returned to us for assessment – should it be concluded that the product is faulty, the return delivery charge will be credited back to you on proof of postage (please keep your receipt!).

You can choose to receive a refund or replacement item (subject to availability).

I returned my order, how long will my refund take?

We deal with refunds straight away. Please allow up to 7 days to receive any refund due following receipt of the order.

I returned my order because it was faulty, will my postage be refunded?

Yes, if we conclude that the product is faulty, we will reimburse your postage costs on proof of postage to a maximum of £10 (so please retain any receipts).

Can I find out if you will be getting replacement stock on items that have sold out?

You can use our stock notification service to subscribe to a particular product that is out of stock. As soon as the product arrives back in stock, we’ll automatically send you an email notifying you of availability. However, please note that many items (particularly popular colours) may have many customers waiting for availability, and items can sell out extremely rapidly – so we advise that you act quickly after receiving your notification email to avoid disappointment!

I want a specific item but I can’t find it on your website – can I order it?

If you’re looking for a specific Fjallraven item from one of the brands that we carry, and don’t see this listed anywhere on our site, there is a good chance we may be able to order direct from the manufacturer for you. Please contact us, providing any product ID codes or description where possible, and we’ll be more than happy to advise.

Can I use more than one discount code for my order?

Our promotions cannot be used in conjunction with any other offer – any additional discount code(s) you input at checkout will overwrite previously accepted codes. Therefore, if you do have multiple discount codes available, you must select the one you’d prefer to use for addition to your order.

Why doesn’t my promotional code work?

We regularly retire old promotions to run new offers. If your promotional code is not accepted at checkout, first ensure that you are typing it correctly and have not made any mistakes. If the code still cannot be applied, it’s likely that the promotion is no longer valid.

However, if you think this may be an error, please contact us.

How are discounts calculated?

In accordance with UK discount legislation, discounts are applied before VAT (sales tax) is added. If you are in a VAT-free zone, your discount will be applied on the ex-VAT item price.

Can a discount or sale price be applied retrospectively to my order?

Our prices do change, and we run discount codes and offers in accordance with trends, customer demand and stock availability. We are unable to refund the difference in price when an item you have purchased later goes into sale or offer, and we do appreciate how frustrating this can be. We are also unable to apply any retrospective discounts due to the number of orders we receive.

You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first. We are sorry about any disappointment and hope you are happy with our goods.