Cancellation & refund policy
What you get back depends on how far your shipment has progressed. Here are the rules, stage by stage.
Before collection
Cancelling any time before the courier collects your luggage is free. You'll receive a full refund of everything you paid, including any full-value protection fee.
After your label is purchased, before collection
If your shipping label has already been issued but your luggage hasn't been collected, you still get a full refund minus any non-recoverable carrier fees (for example, a pickup the courier has already attempted). In most cases there are no such fees and the refund is for the full amount.
After collection
Once your luggage has been collected and is in the carrier network, the booking is generally non-refundable - the carriage has begun and the cost is committed to the courier. The exception is service failure on our side or the carrier's: if we lose your shipment or it's severely delayed through no fault of yours, contact us and we'll put it right, including a partial or full refund where appropriate.
How to request a refund
Open the shipment in your dashboard, go to the shipment page and choose Request refund. Every request is reviewed within 2 business days, and approved refunds are returned to your original payment method - depending on your bank, the money typically appears within 5–10 business days.
Referral credit
Referral credit can be spent on future BagBird shipments but is not refundable as cash. If you cancel a booking that was partly paid with referral credit, the credit is returned to your account balance and the card portion is refunded to your card.
Questions?
If you're not sure which stage your shipment is in, or your situation isn't covered here, contact support and we'll talk it through before you cancel anything.