Help & Customer Support

Welcome to the Who’s Got the Bag Help Centre.

We’re an independent family-run sweet shop based in Gosport, Hampshire. If you need help with an order, delivery, product, allergen information, return or complaint, you’ll find the information you need here.

If you still need help after reading this page, please contact us directly. Our team will be happy to help.

Contact Us

Need to speak to us?

You can contact Who’s Got the Bag using:

Email: whosgotthebag.uk@icloud.com

Telephone: 07516 823945

Or visit us at:

Who’s Got the Bag
89 High Street
Gosport
Hampshire
PO12 1DS
United Kingdom

We're approximately a two-minute walk from Gosport Ferry and Gosport Bus Station.

When contacting us about an existing online order, please include your order number so we can find your order quickly.

Delivery

We deliver orders throughout the UK using Royal Mail and DPD.

Delivery starts from £2.99, with available delivery options shown during checkout.

Depending on the order and service selected, delivery options can include next-day and 48-hour services.

How quickly will my order be dispatched?

Our aim is to dispatch orders within 24 hours whenever possible.

Some orders containing freshly produced freeze-dried sweets may require additional preparation time.

We produce our own freeze-dried sweets, with many products produced to order or prepared in small batches. We don't want to rush the freeze-drying process simply to dispatch an order more quickly.

Where additional preparation is required, we normally aim to dispatch within one to three working days at the maximum.

Where is my order?

Once your order has been dispatched, use the tracking information provided for your delivery where available.

If there appears to be a problem with your delivery, please contact us with your order number and we'll help investigate.

My order has arrived damaged

If your order arrives damaged, please contact us as soon as possible.

Send us:

• Your order number.

• Photographs of the damaged item.

• Photographs of the packaging.

• Details of what has happened.

We'll review the problem and work to resolve it as quickly and efficiently as possible.

Returns & Refunds

Because we sell food and confectionery, some products cannot be returned once opened or where they have been prepared or personalised specifically for an order.

If there is something wrong with your order, please contact us before disposing of the product wherever possible.

We will review the circumstances and explain the options available.

A change of mind or simply not liking the taste of a food product does not necessarily mean that the product is faulty.

Nothing in our returns policy affects your statutory consumer rights.

Toys

If a toy arrives damaged or faulty, please contact us within 24 hours of receiving it wherever possible.

Please send photographs showing the problem.

Many sensory and squishy toys are designed to be squeezed, stretched or manipulated. However, excessive pulling, twisting, stretching or force can damage them.

Damage caused through misuse or excessive force isn't considered a manufacturing fault.

Your statutory consumer rights are not affected.

Allergens & Dietary Information

We take allergen and dietary information seriously.

Ingredients, allergens and relevant dietary information are provided with individual products where applicable.

Our pick ’n’ mix also has product and dietary information available, and our staff are trained to help customers understand the information provided for the sweets we sell.

If you're visiting our Gosport shop and have specific dietary requirements, please speak to a member of staff before making your selection.

If you're ordering online, please carefully check the ingredients and allergen information provided with the individual product before ordering.

Manufacturers can occasionally change ingredients or production methods, so customers with allergies should always check the information supplied with the product before consuming it.

If you're unsure about a product, please contact us before ordering and we'll help you find the information available.

Frequently Asked Questions

We have created a dedicated Frequently Asked Questions section covering many of the questions customers ask us.

Our FAQs include information about:

• Who’s Got the Bag.

• Our Gosport sweet shop.

• Freeze-dried sweets.

• How we produce our freeze-dried candy.

• Pick ’n’ mix.

• UK delivery.

• Royal Mail and DPD.

• Click & Collect.

• Ingredients and allergens.

• Accessibility.

• Payments.

• Toys and sensory products.

• Damaged orders.

• Website and marketplace prices.

Visit our Frequently Asked Questions page for more information.

Complaints

We want every customer to have a good experience with Who’s Got the Bag.

We're a small independent family business, and if something has gone wrong, we would genuinely like the opportunity to look into it and put things right where appropriate.

How do I make a complaint?

Please contact us at:

whosgotthebag.uk@icloud.com

Include:

• Your name.

• Your order number, if applicable.

• Details of the problem.

• Photographs where relevant.

• What you would like us to look into.

Please provide as much information as possible so we can properly investigate what has happened.

What happens after I complain?

We'll review the information you've provided and look into the circumstances of your complaint.

Where an order is involved, we may check order information, dispatch details, tracking information, photographs or other relevant records.

We'll then respond and explain what we can do to resolve the matter.

We ask customers to give us an opportunity to investigate and resolve genuine problems directly.

Need More Help?

If you haven't found the answer you need, please get in touch.

Email: whosgotthebag.uk@icloud.com

Telephone: 07516 823945

Visit us: 89 High Street, Gosport, Hampshire, PO12 1DS

When you contact Who’s Got the Bag, you're contacting a real independent family business. We'll do our best to help.