CUSTOMER CARE 2017-05-16T22:49:30+00:00

CUSTOMER CARE

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WHAT MAKES NQ BAGS DIFFERENT?

NQ London make bags from neoprene, the same fabric as wet and dry suits, commonly known as scuba fabric. This makes our bags perfectly practical for many sports and hobbies, especially where there is exposure to moisture and water. All our bags are fully machine-washable. Click here to see care instructions.

We believe great design needs to look great and perform even better.

For more detailed information about the fabric click here. We carefully select the neoprene we use for our bags, as the fabric comes in many weights and finishes.

WHERE CAN I TAKE MY NQ BAGS AND ARE THERE LIMITATIONS OF USE?

All our bags are water-resistant and withstand exposure to the elements and water, however we do not claim they are 100% waterproof. The collection is fully machine-washable at 30 degrees. We strongly advise you follow the care instructions.

CAN I BUY AN NQ BAG IN A STORE OR ON THE HIGH STREET?

Our bags are currently available to purchase online and at a few selected boutique retailers in The UK and South of France. Since we offer exclusive designs tailored to our wholesale customers the designs will vary. The widest available collection is online.


TELL ME MORE ABOUT THE COMPANY.

Originally headquartered in London, the brand was launched in November 2014. The aim was to design a bag that married fashion with function, for a sporty lifestyle; a bag that looked great but performed even better, especially around water. For most of us, hobbies and sports play an integral part in our daily lives. We wanted to design a range of stylish bags that was ideal for the active lifestyle. It has been an incredible journey so far with many lifestyle retailers interested in our brand of exclusive bags.

The NQ bag is modular, and with manufacturing centred in the U.K. we are able to combine the advantages of standardisation with those of customisation.

We are based in the heart of Cheshire where we have an exclusive showroom to show clients the beauty and benefits of our bags. We welcome individuals by appointment to view a selection of our bags or commission a bespoke bag.

We are proud of our British heritage and will continue to passionately support home-grown manufacturing.

TELL ME MORE ABOUT THE MATERIAL.

NQ bags combine ultimate form with premium design. Machined in our factory in South Yorkshire, our modular design features a special blend of neoprene that is suitable for bag construction. We use non-allergenic 100% certified nickel-free buckles and hardware.

Neoprene is a synthetic rubber product developed in the 1930s which has a wide range of uses. It is a tough material that will resist stretching out of shape, often used in or around water. It is durable enough to be worn and used during vigorous activity or for prolonged periods of time. Neoprene is a foam product that also makes an excellent insulator.

It can keep food warm in the winter and drinks cool in the summer. Perfect if you have young children on the beach or at the poolside.

DO YOU USE THE SAME GRADE OF NEOPRENE FOR ALL YOUR BAGS?

No we don’t. We currently have two finishes, smooth and quilted. The quilted neoprene is exclusively manufactured by us in The UK. We mainly use an SBR neoprene blend which comes in varying thicknesses. SBR (styrene-butadiene rubber) is easily identified by examining a cross section or raw edge of the material. We have explored all the various neoprene compounds and found SBR gives more structure to our bags.

CAN I PUT MY BAG IN THE WASHING MACHINE?

Yes. We design all our bags to be fully machine-washable and suggest you follow the care instructions. Each bag comes with a washbag which can double up as a dustbag when your bag is not in use. We also have customers that keep their washbag in their NQ bag for use as a shopping bag, instead of a plastic carrier bag.

WILL ALL STAINS COME OUT IN THE WASH?

We cannot guarantee the removal of all stains. As with all accidents we strongly suggest you do not allow the stain to dry completely before placing the bag in the washing machine.

Light-coloured, water-based liquids tend to wash out completely successfully, but red wine could possibly mark the lighter coloured bags. Many customers have reported stains can be completely removed by specialist stain removal products. We suggest you refer to the manufacturer’s guidelines when using any specialist stain removal product.

CAN I USE MY BAG IN THE RAIN OR ON A BOAT WHERE THERE IS EXPOSURE TO WATER?

Absolutely. NQ bags are designed to be around water. The nature of neoprene means that there will be no water marks after the bag dries naturally. If you are frequently on yachts or boats we suggest you periodically wash your bag, as constant exposure to sea water can result in light salt stains. These are easily removed by washing.

WILL MY BAG FADE WITH EXPOSURE TO THE SUN?

Most of our bags are light fast under normal circumstances. Some of the more intense colours could fade if exposed to strong direct sunlight for prolonged periods. We recommend the use of a UV fabric protector.

ARE NQ BAGS VEGAN?

Yes. Since neoprene is a synthetic material no animals are involved in the production.

HOW DO I WASH MY BAG?

1) Remove the NQ logo chain. Where there is a chain that is not detachable we suggest you tuck this inside the bag. This is recommended so as not to damage your machine’s drum and to reduce noise during the wash cycle.

2) Where possible ALWAYS turn your NQ bag inside out and place into the Washing Bag supplied. Pull the toggle fastener to secure.

3) Place into the washing machine along with a gentle fabric detergent. We recommend products suitable for woollen garments.

4) Wash on a gentle cycle at 30°. We strongly recommend a gentle spin cycle.

5) Do not use bleach or an iron. Allow the bag to air dry preferably hung from the handles.

HOW DO I REMOVE TOUGH STAINS?

If the stains consist of solids we suggest you remove as much as possible with a clean damp cloth, after which we suggest you place the bag under clean running water.

If the stain is dark – such as red wine, chocolate, blackberries – we suggest you use a specialist stain removal product that is suitable for poly cotton, which is the fabric that the foam rubber is sandwiched between.

Whilst our bags are durable they are not indestructible. Care must be taken when washing as directed.

DO YOU OFFER FREE DELIVERY?

Absolutely. On all orders over £150 within the U.K. and £225 for overseas orders. The only exceptions are sale and promotional items, where a delivery charge will apply. UK delivery £4.95, EU countries £9.95 and all other countries £14.95.

WHAT SHIPPING SERVICE DO YOU USE?

We use various couriers that offer a fully tracked and insured service. Once your order is dispatched we will send you a tracking number and a online link so you can track the delivery of your NQ bag.

DO YOU OFFER NEXT DAY DELIVERY?

You have the option of next day delivery for U.K. orders only. Orders must be placed before 11am on a working day. There is a surcharge of £7.95 and if your order is placed on a Friday then delivery will be the following Monday. Bank holidays excluded. Orders placed out of working hours will be processed but cannot be sent until the next working day.

WHAT COUNTRIES DO YOU SHIP TO?

We ship globally to all countries that have a recognised postal address. In some cases import duty may apply and if in doubt we suggest you check your country’s import regulations. We are not responsible for the import duty. Prices quoted for all our bags are inclusive of VAT.

WHAT HAPPENS IF MY ORDER DOES NOT ARRIVE?

We suggest you track your bag’s journey via the link we send you. If your package is marked as arrived to a secure location it will have been left with a neighbour and a card should have been left to advise details. If you are unable to locate it please contact us and we will expedite for you. All orders are fully insured so you can rest assured that we will either dispatch a replacement bag or – if out of stock – refund your order in full.

CAN I RETURN MY NQ ORDER FOR A REFUND?

Yes. We understand sometimes customers change their minds. We ask you email us and we will send you a confirmation email with the return address. You must ensure that all tags remain in place and return your bag in the original packaging and with all the parts to the order such as washbag, NQ keychain and in the original box. If the outer plastic packaging is damaged then please ensure you use a suitable replacement polybag.

The cost of the return postage is borne by you, unless the product is faulty or you wish to exchange it for another product. In these cases, we will refund the postage but you must enclose the receipt.

You must use a fully trackable, insured service.

RETURNING A BESPOKE BAG

We cannot accept returns of commissioned bags as they are made specifically for you. If the bag is faulty, then we ask you contact us to ensure a quick and smooth resolution to the matter. We pride ourselves on looking after our customer’s needs and will always strive to achieve an acceptable outcome for you. We recommend you email us with details and we will ensure to follow this up by way of return phone call at your convenience.

WHEN WILL I GET MY REFUND?

Once we safely receive your order we aim to process a refund on the same working day. Your card issuer may take a few days to register funds back to your account. PayPal payments are processed on the same working day and will appear back into your PayPal account within a few hours.

CAN I RETURN MY NQ BAG FROM OVERSEAS?

Yes. The same terms apply as above.

HOW LONG DO I HAVE TO RETURN MY ORDER?

We allow you 14 days from receipt of your order. You must email us within 14 days and return the order the next working day. We understand the return may take a few days and this time is not included in the 14 days.

WHAT IS THE RETURN POLICY DURING THE CHRISTMAS PERIOD?

From 1st November we allow all purchases to be returned up to 20th January the following year. All the standard terms still apply and the bag must be in original unused condition with all tags in the original state. Once again, the same procedure applies for standard returns and must be followed.