Black Sweater

How many bags have been donated?

To date 25000 bags have been donated with a further 20,000 in production and they will be fully distributed over the summer of 2021.

What bag do the children get?

The bag itself is unbranded to avoid stigma. It folds away to fit neatly into a sock drawer or a Social Worker’s car boot without wasting storage space. And each bag has a label that says “You are incredible” to remind every child that they have value, worth and dignity. 

How do you give the donated bags?

In 2020 alone, we donated over 11,000 pack away bags across the UK and Ireland. These go to social workers in local authorities and foster carers, as well as directly to young people and their families.

How do you decide where the bags go?

Bags are donated at our own discretion according to where there is a need for them. We partner with various local authorities largely across the UK and Ireland, seeking out new partnerships through word of mouth.

100% Committed to our cause.

We're a certified social enterprise registered as a "Community Interest Company". This means that you can be assured that 100% of our profits and assets are locked to benefit children in care.

Read more on our social impact here

Do your products come with a warranty?

All our bags, apparel, accessories and merchandise come with a one-year warranty.

What is covered under warranty?

This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines, for example). 

Incidental and consequential damages are not covered by this warranty, nor are labor charges or damages attributable to work performed by anyone other than Madlug. 

Any repair or replacement, covered by our warranty, will be at our expense, including any costs required to return the repaired or replacement Product back to you. If the Product needs replacing but is no longer available, we will substitute your original Product for a comparable Madlug Product.

How do I file a warranty claim?

If you wish to file a warranty claim please get in touch with us at hello@madlug.com and include a copy of your proof of purchase in the email, the name of the product and a description of the problem. At Madlug, we throughly check our backpacks to ensure they meet our high standards. If however, a problem does occur that is caused by a manufacturing defect in the material, or the workmanship, we will in our discretion, fix or replace the product in accordance with the warranty terms and conditions.

Postage Costs:

UK 
FREE £100.00+ (Standard 5-7days)
£3.99: £0.00 – £99.99 (Standard 5-7days) 
£4.99:  £0.00+ ( Royal Mail 1st Class Signed For)

Republic of Ireland 
£4.99: £0.00 – £59.99 ( Standard 5-7days)

£7.99: £60.00 - £99.99

£9.99: £100+

Europe
£9.99: £0.00+ (European Standard)

£19.99:  (European Large Parcel - Suitcases)

Rest of World

£14.99: £0.00+ (International Standard)

£29.99:  (International Large Parcel - Suitcases)

Where do we ship to?

*UK, USA, Canada, Australia, New Zealand & Europe.

How long does it take for my order to arrive?

Depending on your location, your order will likely arrive 3-5 days after it ships, or 5-7 days after you place the order. It could be sooner, but it’s seldom longer. International orders can take 25-30 days to arrive, depending on shipping and customs processes.

*Please Note: International Taxes & Duties Orders that are delivered outside the European Union (EU) may be subject to import duties and taxes which are levied once the parcel reaches your delivery country. Any additional charges for customs clearance must be borne by you and unfortunately, we have no control over these charges and cannot advise what they may be. Customs policies vary widely from country to country. We advise you to contact your local customs office for further information.

Can I return or exchange my bag?  

You have 14 days to return or exchange your bag if you change your mind.  All products must be tagged and in their original packaging.  You also need to enclose your shipping order. If you are returning your bag and looking for a refund please note on it your reason for return.  Unfortunately, Madlug cannot at this stage cover the cost of postage or any loss occurred.  We, therefore, recommend using signed for postage.  

If your bag arrives faulty please email us within 24hrs and we will send you a return form for faulty goods to enable you to return it.  Faulty bags will either be repaired, replaced or exchanged to an alternative bag or gift card.  If your bag arrives with a fault or develops a fault within 30 days of receipt a refund may be offered.