Question 1

How long does shipping take?

Accepted Answer

Bags are hand-loomed to order. UK delivery is 3–5 working days; worldwide 5–9. Free over £120, fully tracked and plastic-free.

Question 2

Is hemp waterproof?

Accepted Answer

Our hemp canvas is naturally water-resistant and finished with a plant-based wax. It sheds showers comfortably; for downpours we recommend the roll-top styles.

Question 3

How do I care for my bag?

Accepted Answer

Spot-clean with a damp cloth and mild soap, then air dry. Hemp softens and improves with age — avoid machine washing to keep its structure.

Question 4

What if something breaks?

Accepted Answer

Get in touch and we'll repair it for free, for life. The greenest bag is the one you never have to replace.

Question 5

Will I pay customs fees?

Accepted Answer

Possibly, if you're ordering from outside the UK. We ship on a DAP/DDU basis, so international parcels may attract import duties, customs fees and handling charges set by your destination country. These aren't included in your order total and are paid by you, usually to the carrier on or before delivery. UK orders are never charged customs.

Question 6

Will I pay import taxes?

Accepted Answer

Outside the UK, your country may charge import tax, VAT or sales tax on your order. The amount is set and collected by your local customs authority — we can't calculate or collect it for you. See our Shipping & Customs Policy for detail.

Question 7

Why wasn't tax charged at checkout?

Accepted Answer

TheProudLondon is a UK business that is not VAT registered, so we don't add or collect VAT, sales tax or import tax at checkout. For international orders, any tax due is assessed and collected by your own country when the parcel arrives.

Question 8

Is VAT included in my order?

Accepted Answer

No. Prices are shown in GBP with no VAT added, because we are not VAT registered. We never state or imply that VAT is included or pre-paid. Any VAT or tax due in your country is your responsibility as the importer.

Question 9

What happens if I refuse customs charges?

Accepted Answer

If you decline the duties or taxes due in your country, the carrier may return, hold or destroy the parcel. If it comes back to us, we'll refund the goods, less our outbound shipping and any return-carriage or customs charges we incur. We can't refund charges we can't recover.

Question 10

Why has my parcel been delayed by customs?

Accepted Answer

Customs clearance times are controlled by your destination country, not by us, and can add days to delivery during inspections or busy periods. Tracking will usually update once the parcel clears. If it's stuck unusually long, email us and we'll chase the carrier.

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