Q. I haven’t received an order confirmation email.
A. Please check your spam folder, if you still can’t find your confirmation then please contact email@example.com who will check that they have the correct email address before re-sending the email.
Q. I paid by PayPal but I don’t know if payment has been completed.
A. PayPal can sometimes remove you from your buying session without completing purchase. If you were not taken back to a confirmation page on our site then your order has probably not been processed. Please check your PayPal account to see if payment has been sent, if you don’t see a payment from your PayPal account to The Hatchbag Company then please contact firstname.lastname@example.org who will check to see if we have received your order.
Q. I don’t know if my credit card payment was successful
A. Our website will inform you if your order was successful, or if payment has failed. However if you haven’t seen either of these then please contact email@example.com who will check to see if we have received your order.
Q. I would like to return my order
A. In most cases you will have 14 days from the day you received your order to inform us of your intention to return it. You can only return your order back to us if it has not been used; if you have used the product then you cannot return the product to us. After you have informed us of your intention to return your order, you will have a further 14 days to post this back to us.
If it has been longer than 14 days since receiving the item or if you have used the product then we will be unable to accept the returned products.
Please see terms and conditions for full details
Q. Does the liner come with any warranty?
A. All of our liners are covered by a 12 month manufacturing warranty. If in this time your liner becomes damaged due to a manufacturing fault then we will repair or replace the liner. Please note this does not cover fair use/wear and tear. Please see terms and conditions for full details.
Q. How do I know it is safe to make a payment online?
A. All of our payments are processed by a secure payment provider (either Sage Pay or PayPal) these are two of the largest payment processing providers in the world trusted by thousands of e-commerce websites.
We also do not store any details relating to your payments, so in the very unlikely event that our website was breached there would be no payment information to be found. You can rest assured that security is a top priority at Hatchbag and we will always do everything we can to keep your details safe.
Q. My vehicle isn’t listed, how do I get a boot liner for my vehicle?
A. Due to the large number of vehicles available and our limited design resources, all new patterns are created based on a priority list. This priority list is populated through our model not listed form.
Enter your details in this form along with the vehicle you require a boot liner for, and when a liner becomes available we will be in touch
We are not able to design one off liners, or bump a specific vehicle up the priority queue.
Q. Where can I leave feedback/review your products? (Where can I see reviews about your product?)
A. All feedback is welcomed here at Hatchbag. If you want to get in touch directly you can send your feedback to us at firstname.lastname@example.org.
If you would like to leave your review for others to see then we would ask that you do this on either our preferred review platform Ekomi, Google or Facebook. All of these platforms are impartial and we have no editorial control, so the reviews you see are genuine and unfiltered.
Q. Your liner covers the power socket in my boot/your liner covers the vents in my boot etc.
A. Our liners are designed to offer complete protection to your car boot. In order to do this it is often necessary to cover features such as power sockets, internal lights and vents. If you require access to one or more of these features while the boot liner is in place then please take a look at our blog explaining how you can do this – http://www.hatchbag.co.uk/blog/cutting-openings-into-boot-liner/
Q. What is the difference between a Standard, a Rear Plus and a Rear Split? (What is a bumper flap/seat flap/tailgate cover?)
A. Please see our set videos which show each feature available on our liners. If you still have any questions about specific features of our boot liner then please contact email@example.com
Q. I need more Velcro/My Velcro has come unstuck
A. You can find replacement Velcro in the accessories section of our website.
Q. I need to order multiple liners for my company fleet, is there a bulk/trade discount?
A. All trade/bulk orders are handled on a case by case basis. If you require multiple boot liners then please contact firstname.lastname@example.org even if your vehicle is not listed, if the order is large enough then we can discuss whether we are able to design a new pattern for your vehicles.
Q. What is Autoglym Intensive Tar Remover? Can you supply it with your fitting kit?
A. If your Fitting Instructions involve sticking Velcro adhesive pads onto the plastic or metal trims of your vehicle, we very strongly recommend that you clean them first with Autoglym Intensive Tar Remover. This Petroleum based cleaner will remove traces of silicone from the trims. Silicone is applied during manufacture, and is a component of many valeting products. If there are any traces of silicone on the trims the Velcro will not stick. Autoglym is available from Halfords and other car supplies stores. Due to hazardous nature of the product we nor our courier are licensed to send Autoglym Intensive Tar Remover.
Q. What are the manufacturing lead times?
A. All our liners are manufactured to order and are not carried or sold from stock. Our manufacturing lead times do vary and the most up to date lead times are shown at the bottom of the product page.
Manufacturing lead time as of 14/09/16 – 3 Working Days
Q. How many colours do you offer? Can I have a custom colour?
A. We currently offer seven colours: black, grey, red, blue, orange and brown.
We do not offer any other colours at this time, however, we do offer two tone liners using two of the above colours. There will be an additional charge for this service so please contact email@example.com for a price.
Q. Why has my order been declined?
A. The most common reason for an order to be declined is a problem with payment.
If you are unsure if your payment has been accepted, or if you receive an email letting you know that payment has been declined please email firstname.lastname@example.org and we will look into your problem.
Q. Do I receive fitting instructions with my liner?
A. Yes, we send fitting instructions and a fitting kit out with your liner. In the meantime, if you want to view the instructions you can download them from your vehicle’s page on our website.
Q. Does the price include VAT?
A. Yes, all prices on www.hatchbag.co.uk include VAT
Q. Does the price include shipping costs?
A. Shipping to the UK mainland is free, however, shipping to Highlands/Islands and beyond will incur additional fees. These will be calculated and added to your order during checkout before any payment details are taken.
Q. I live outside the UK, Can you deliver?
A. Yes, The Hatchbag Company are proud to deliver our products worldwide! (We even have a boot liner on St Helena Island in the middle of the Atlantic Ocean!) You will see the cost of shipping after you have entered your address at Checkout.
Q. What are the transport lead times?
A. All transport costs and lead times can be found on our Delivery and Returns page. These are also given during the checkout process.
Q. Can I track my parcel?
A. All of our liners are sent by courier, who offer a fully tracked service with updates throughout the shipping process. You will receive an email from us when your order is shipped, this will include a reference number and a link to the couriers tracking website, and from here you can track your shipment.
If your shipment is to an address in the UK and you have provided your mobile number then the courier will also send you a text on the day of delivery letting you know the hour in which they will deliver.
Q. How is the liner packaged?
A. Our liners and Odour Control Pet Mats are folded and packaged into cardboard boxes. As a guide, a packaged standard liner will weigh approximately 2.5kg and will be packed into a box measuring 40cm x 40cm x 40cm. Rubber mats and HatchBed mats are also folded and packaged into heavy duty cardboard boxes.
Q. How do I clean my liner?
A. The liners are not machine washable – just wipe them down with a damp cloth, or use a general kitchen or bathroom cleaner. Our Odour Control Pet mats and Hatchbed mats are machine washable (30°C warm wash, on a gentle cycle and spin). We will send full washing instructions out to you along with your mat. We now have a video that shows how to clean you boot liner – (hyperlink to video page). If your liner needs a more complete clean, then you can remove the liner and hose down. Please ensure that your liner is dry before re-fitting and please pay extra attention to the bound edges when drying.
Q. I would like to cancel my order?
A. Please contact customer services ASAP. You can either call us on 0151 203 6555 or email email@example.com if you have already received your liner then please see the question “I would like to return my liner”
Q. My item is faulty, what do I do?
A. First thing to do is let us know as soon as you become aware of any fault in the liner. Ideally you would take photos of the fault and send these to firstname.lastname@example.org, this will allow us to assess the problem and decide on the best course of action. This isn’t always possible but it is still very important you let us know as soon as possible, you can call us on 0151 203 6555 or email email@example.com . Our products are guaranteed against faulty materials and workmanship for one year. This is in addition to your statutory rights. Our guarantee only covers material and workmanship and does not cover damage caused by misuse or general wear and tear.
Q. Is there a discount for ordering more than one liner?
A. We do sometimes offer a discount to returning customers, depending on how many liners they have ordered previously. To find out if you are eligible please email firstname.lastname@example.org or call 0151 203 6555.
If you are ordering multiple liners at once please see the question “I need to order multiple liners for my company fleet, is there a bulk/trade discount?” discounts will only be considered for larger orders.
Q. What is the nearside and offside?
A. The nearside is the side closest to the kerb (not including central reservations) in the UK, this is the passenger side of the vehicle (the left hand side when looking into the boot) The offside is the side furthest away from the kerb (not including central reservations) in the UK this is the driver’s side of the vehicle (the right hand side when looking into the boot). If we ever reference nearside and offside on our website this is the UK understanding of the terms (nearside is left and offside is right when looking into the vehicle from the boot).
Q. How do I maintain my boot liner? (Caring for your boot liner)
A. All of our boot liners are made of high quality materials and are designed to last. However as with all things a little bit of care and attention is required - we recommend you regularly clean your boot liner with a non-corrosive cleaner (just water will suffice) making sure to pay careful attention to any seams and corners. When you have cleaned the boot liner you must allow it time to dry properly before using again.
If for any reason your liner comes into contact with a corrosive (salts, acids etc..) then you must thoroughly rinse all of your liner - this may stop the corrosive agent from rotting threads/bindings which are not able to withstand chemicals and salts.