Customer Care

The following information is here to help answer any of your questions. If there’s something more specific you’d like to know, then don’t hesitate to get in touch. 

Here are the details about how we work.
Please review the following basic terms that govern your use of and purchase of products from our Site. Please note that your use of our Site constitutes your agreement to follow and be bound by these terms.


With customers all around the world, we are happy to send our woodsacks to anywhere that has a letterbox (sorry, we can’t do PO boxes). Depending on stock or custom made orders, while we always dispatch an order within 7 working days, we can’t directly control the delivery times beyond our end.

As a general rule, assume that regular post will take 2-5 days for Uk, and 6-28 days for International. Express post is generally 1-3 days for England & United Kingdom, and 6-14 days for other International.

If you live down a donkey track in Tuana Tuva, please allow a little bit extra.







New Zealand












Rest of Europe






South America



Other Countries






Goodstart Jones backpacks are warranted to be free from defects in materials and workmanship for two years from original date of purchase when used under normal conditions and for the purpose intended.

This warranty does not apply to damage caused by normal wear and tear, or unreasonable use or neglect.

Please keep your receipt, as retailers will usually require proof of purchase.

For more assistance, email  

1. Transaction Currencies and Pricing

All transactions are processed in the currency shown in the bottom right corner of each page and include the relevant tax in United Kingdom.

3. Customer Service

Goodstart Jones is committed to providing exceptional customer service and quality products. We endeavor to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard dispatch timeframes are between 1-3 business days; in the event that an ordered item is not available or we are unable to fulfill your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

 4. Return Policy

If you are a customer in the European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. However to qualify all retuned goods must be unused in a satisfactory state.
If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

However, we discourage returns simply for a change of mind. Please choose carefully to avoid unnecessary shipping and processing.

Please return your item(s) to us within 30 days after finding the fault, and remember to get in touch before returning. You can do this by sending a email to and a member of our team will look into it.
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund. Goodstart Jones stands by the quality of our products with a 2-year warranty. If any product you received is faulty or flawed, no worries — get in touch with us and we'll get an exchange or refund sorted out for you straight away.

5. Warranty

Goodstart Jones products are covered by a 1 year warranty guaranty. This excludes wear & tear.

Meaning if your bag quality falls below standard or something brakes due to no fault of your own making. Goodstart Jones will do our best to repair it for free. But this is dependant on the type of damage. 

6. Copyright

The Contents of our Site, and the Site as a whole, are intended solely for personal, noncommercial (other than for the purchase of merchandise from our Site) use by the users of our Site.

You may download or copy the Contents and other downloadable materials displayed on the Site for your personal use only. No right, title or interest in any downloaded materials is transferred to you as a result of any such downloading or copying.

You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works of, sell or participate in any sale of, or exploit in any way, in whole or in part, any of the Contents or the Site.


You must notify us of any problem or complaint you have with the workmanship on the Item(s) within seven days of you receiving or collecting the Item(s) contact

If you notice a mark, stain or blemish that is on the Item you must notify us of this within 24 hours of receiving or collecting the Item ( as above)

Where there is a dispute over any work carried-out, the record on our Repair Management System is taken as the final order for the work
We cannot accept returns or requests for refunds on the basis of the customer’s change of heart We cannot accept returns or requests for refunds where a change to an order had been requested and that change could not be fulfilled.

We will not be liable for any damage to - or deterioration of/in - the item resulting from use or application of inappropriate products or inappropriate use/misuse of the Item following delivery of the order.

If we are found to be at fault we will endeavor to repair and/or alter the Item to your satisfaction at our cost. In all circumstances this will be the first course of action. Where the item has to be returned to us for this purpose, we will reimburse your costs of dispatch with evidence of a valid receipt/invoice.

If the fault is through misuse or customer liability any work to rectify the fault will be at your own cost.
Any claim settled will be on the condition that it is accepted by the customer as full and final settlement.

The Goodstart Jones repair service will keep photographic records of all work before and after the work has been carried out.

7. Security

When purchasing from Goodstart Jones your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact us via email at 

Goodstart Jones is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. We do not pass on, sell or swap any of your personal details with anyone else. We use this information to identify your orders, provide you with updates (if requested) and to personalize your shopping experience with us.

Goodstart Jones uses cookies to allow you to login to your account and to maintain a shopping cart between sessions. Goodstart Jones will work without cookies enabled, but they allow us to give you a more friendly, interesting and enjoyable shopping experience.

We use remarketing (sometimes called retargeting) to better target our ads to interested customers. When you visit the Goodstart Jones site, you may see additional Goodstart Jones ads on participating websites, including the Google Display Network and Facebook. You can change your advertising preferences and view additional information using the Ads Preference Manager. Personally identifiable information is never disclosed.

 Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer but otherwise it is anonymous.

We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when signing in to your account or proceeding to a checkout to finalize an order you may wish to make.