Customer Service

Privacy & Security

Privacy Statement

This privacy statement applies solely to information collected through this website.

Information Collection and Use

We are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience. We will only use the information that we collect about you lawfully in accordance with the Data Protection Act 1998. We will not sell, share, or rent this information to others other than as disclosed in this statement. During the registration or ordering process we collect some or all of the following information:

  • Your name and address
  • Your contact telephone numbers (to enable us to contact you in the event of a query)
  • Your e-mail address
  • For credit / debit card purchases your card details

We will confirm your personal details on our acknowledgement of order. If you have registered you may check, amend or remove your personal details by clicking the login button. If you are not registered you may check, amend or remove your personal details by e-mailing or writing to us. By registering or ordering through our website you consent to the collection and processing of your personal details by us.


Security is one of our highest priorities and we take every precaution to protect your personal information both online and offline. Information requested when registering or ordering goods (including your credit / debit card details) is encrypted with SSL (Secure Socket Layer), the industry standard encryption software.

To help us keep your personal information strictly confidential you should keep your password secret. While we use SSL encryption to protect sensitive information online, we also protect your personal details off-line. All employees are kept up-to-date on our security and privacy practices.

Links to and from 3rd party websites

We are not responsible for and accept no liability for the content or privacy practices of any linked website which is not owned and maintained by us. We encourage our users to be aware when they leave our website and to read the privacy statements of each and every website that collects personally identifiable information.

When we provide services, we want to make them easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.

These pieces of information are used to improve services for you through, for example:

  • enabling a service to recognise your device so you don't have to give the same information several times during one task
  • recognising that you may already have given a username and password so you don't need to do it for every web page requested
  • measuring how many people are using services, so they can be made easier to use and there's enough capacity
  • analysing anonymised data to help us understand how people interact with my service so we can make it better

You can manage these small files and learn more about them from the article, Internet Browser cookies- what they are and how to manage them at

If you'd like to learn how to remove cookies set on your device, visit:

Cookies Set By This Website

Typical content: randomly generated number used for shopping basket.

Cookies Set By Third Parties

Google Analytics sets cookies to help us accurately estimate the number of visitors to the website and volumes of usage.

Name: _utma Typical content: randomly generated number Expires: 2 years

Name: _utmb Typical content: randomly generated number Expires: 30 minutes

Name: _utmc Typical content: randomly generated number Expires: when user exits browser

Name: _utmz Typical content: randomly generated number + info on how the site was reached (e.g. directly or via a link, organic search or paid search) Expires: 6 months

You can find more information about the Google privacy policy here: To opt out of being tracked by Google Analytics across all websites visit

Twitter: when a Twitter feed is embedded in a page the following cookies are set:

Name: k Typical content: IP address and randomly generated number Expires: 7 days

Name: guest_id Typical content: randomly generated number Expires: 2 years

You can find out more information about the Twitter privacy policy here:

You tube: when a You tube video is embedded in a page the following cookies are set:

Name: VISITOR_INFO1_LIVE Typical content: randomly generated number Expires: 9 months

Name: PREF Typical content: randomly generated number Expires: 10 years

You can find more information about the Youtube privacy policy here:

Returns & Replacements

It is vital that you enclose a covering letter with the return detailing your name, full address, order number and reason for return (please also specify whether you require an exchange or refund). Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning goods to the merchant. We recommend that you use certificate of posting, as proof of shipping is not proof of receipt. If however the goods are faulty then the postage costs will be refunded. Return address: Lootybag, 8 Richmond Drive, Shrewsbury, Shropshire, SY3 8TR

Please note: we cannot offer a refund on personalised goods, unless the item is faulty or the personalisation is incorrect due to an error on the part of Lootybag.

Should you have a complaint with the service or product we provide please contact customer services by e-mail: Telephone: +44 (0) 1743 240714 (9 – 5) Monday to Friday. We aim to:

  • Acknowledge complaints within 5 working days
  • Advise you how long it will take to resolve the complaint
  • Keep you informed throughout the process

For further information on returns visit

Product Liability

It is the responsibility of the customer to ensure that goods purchased from Lootybag are given to children of a suitable age, under adult supervision where necessary.  All handcrafted products are not toys and are not suitable for children under 3 years.  All toys carry a CE mark and safety warning where necessary.

Cooling off Period and Cancellation

We want you to be satisfied every time you shop with us. Our "no quibbles" guarantee means that if for any reason you are unhappy with the goods purchased you may cancel your order and return the goods to Lootybag within 14 working days of receipt of the goods.  You will receive a refund within 30 days of cancellation. It is your responsibility to take care of the goods before returning them, and they must be returned in a state where they can be resold. We will not accept return of personalised items or goods made to the customer's personal specifications. 

Payment, Pricing & Promotions

Prices, description and availability of goods

Prices are subject to change without notice and all goods are sold subject to availability. Prices other than those in GBP are shown for guidance purposes only. Where goods are temporarily out of stock we will contact you so that you may choose between a refund on the item, having it shipped when it is back in stock or selecting an alternative product. Whilst we take the utmost care to ensure the product descriptions, pictures, information and prices are accurate we do not accept liability for any inaccuracies, errors or omissions. Colours may vary slightly from those shown on the website due to the limitations of Internet technology.  If fabric colour is important to you I will happily send a small sample, or try to source fabric to match your requirements.

Payment methods

You may order online using a credit / debit card (We accept American Express, Delta, Maestro, Master Card, Solo, Visa (not Electron), Visa Electron Debit). You may order by telephoning us and pay using your credit / debit card. All prices are in pounds sterling (£) and credit / debit card transactions for orders outside the UK will be converted by the card company at their current exchange rates.

Goods will only be sent upon receipt of cleared payment.

Surveys & Competitions

From time-to-time our website requests information from users via surveys or contests. Participation in these surveys or contests is completely voluntary and the user therefore has a choice whether or not to disclose this information. Information requested may include contact information (such as name and address), and demographic information (such as postcode, age level). Contact information will be used to notify the winners and award prizes and may be used to send you marketing or promotional materials where indicated. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this website. 


These terms and conditions do not affect your statutory rights as a consumer.