Questions and Answers

Many of our customers come to us with many questions which are all very similar and at Bandicoot Boutique we felt it would be easiest to dedicate a page to answers the majority of these questions.

If you cannot find the answer you are looking for, just drop us an e-mail.

1. GENERAL INFORMATION
2. YOUR ORDER
3. PAYMENT DETAILS
4. DELIVERY INFORMATION
5. REFUNDS & RETURNS



1. GENERAL INFORMATION

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Q. CAN I RECEIVE MORE INFORMATION ON PRODUCTS?
We try our best to provide you with as much information on the website as we possibly can. However if you require more information on a product you can Email Us and we will do our best to assist you with any queries.


Q. WHAT SERVICES DO YOU OFFER?
Bandicoot Boutique thrive in providing the highest quality and fashionable ladies clothing. We aim to provide women with the latest styles and the classiest trends. We provide very fast feedback to queries and try our best to get back to you with accurate information.


Q. DO YOU HAVE HIGH STREET SHOPS?
Currently Bandicoot Boutique is only an online store only. The website offers our whole catalogue. You can also find us on eBay. Bandicoot Boutique eBay Store


Q. WHERE ARE YOU BASED?
We are based in East Midlands, England. For contact details please Click Here.



2. YOUR ORDER

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Q. HOW DO I AMEND OR CANCEL AN ORDER?
Changing or amending an order depends on the status of your order. If it has already been dispatched then you will have to return the item(s) once you have received it. However if the order has not been dispatched you can email us with your amendments/cancellation or give a call.

We will do our best to resolve the issue. If for any reason your order cannot be changed then we will notify you. Please view our Contact Us page if you need to send us a message.


Q. HAS MY ORDER GONE THROUGH?
Once you have made an order, you will receive an e-mail confirmation displaying the details of your order and payment. If you are still unsure about your order going through, please feel free to Contact Us.


Q.THERE IS A MISTAKE WITH MY ORDER?
We do apologise for any mistakes with your order. Please Contact Us via our contact information page, stating your order/invoice number, name and the mistake with your order. We will then advise you of the next step. For further information, please view our Refund & Exchange Policy.


Q. HAVE YOU DISPATCHED MY ORDER?
An email will be sent to you once your order has been dispatched. If you do not receive your order in the designated delivery period, please Contact Us stating your order/invoice number and name. We will then look into this for you and get back to you with information regarding your order.


Q. DO YOU OFFER COUPON/VOUCHER CODES?
There will be occasions where we offer coupon codes on selected deals, items and delivery. You can find there in various places such as the newsletter, within an order or even on the homepage of the website.


Q. MY COUPON/VOUCHER CODE DOES NOT WORK?
There could be many reasons why the voucher code isnt working correctly. Please ensure the voucher could is still valid and entered correctly. Another reason could be the fact you may not have met the conditions to apply the code. Again, please check carefully the terms of the code. If you require further assistance please Contact Us.



3. PAYMENT DETAILS

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Q. WHAT PAYMENT METHODS DO YOU ACCEPT?
Currently, we only accept PayPal. All major credit and debit cards are accepted through PayPal.


Q. DO YOU ACCEPT DIFFERENT CURRENCIES?
Our preferred currency is Pound Sterling, however PayPal should allow you to pay with your own currency.


Q. WHEN IS THE PAYMENT TAKEN FROM MY ACCOUNT?
Payment is taken at the time of the transaction for PayPal payments.


Q. HOW SECURE IS MY ORDER AND PAYMENT DETAILS?
Security is a very important to us at Bandicoot Boutique. Our website processes orders only through a 'Secure Server' connection. We use Secure Server Certificates supplied by Thawte (www.thawte.com) a partner of Verisign (www.verisign.com) the biggest certificate issuing authority in the world.

A secure server connection means that any information, including names and payment details, that pass between the visitors' computer and your site is encrypted and couldn't be read by anybody either accidentally or purposely.



4. DELIVERY INFORMATION

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Q. I AM NOT SURE YOU SHIP TO MY COUNTRY?
We will ship to most countries worldwide. If your country is not listed Please contact us for more information.

Q. DOES THE SHIPMENT INCLUDE IMPORT DUTY & VAT?
Please note that you may have to pay Import Duty and VAT at Customs before you can collect your purchase. We have no control over this and cannot comment on any likely charges that you may incur.

Q. CAN YOU SHIP TO BFPO ADDRESSES?
Yes, this is the same cost as shipping the shipping cost within the UK.

Q. CAN I GET FREE SHIPPING?
All orders will automatically qualify for free shipping to the UK with First Class Recorded Delivery when order value excluding shipping charges is £50 or over.

Q. WHAT METHODS OF SHIPPING DO YOU USE?
Depending on the size of the order or your preference, your item may be dispatched by a variety of methods. Such as First Class Recorded, Special Delivery NEXT DAY, International Signed For Delivery.
The method of delivery will depend on the chosen delivery option at checkout. Some methods of shipping are only available for certain destinations. First Class Recorded, Special Delivery NEXT DAY and International SignedFor Delivery require a signature on delivery and are insured.

Q. HOW LONG WILL IT TAKE FOR MY ORDER TO BE DISPATCHED?
We aim to dispatch your order within 24 hours after payment has been made. If you select Next Day Delivery as your shipping method at checkout and your order and payment is received by 1.00pm Monday to Friday we will dispatch your order the same day for next day delivery.

However if you require more information on a product you can Email Us and we will do our best to assist you with any queries.

Q. CAN I HAVE MY ORDER DELIVERED TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?
Yes, you can have your order delivered to another address, such as work or a family/friend’s address. Once you place your order with us, just provide us with the alternate address details in the notes section of PayPal before comfirming payment and we will make sure you receive your item(s) at this address.


Q. DO YOU OFFER FREE DELIVERY?
Yes we certainly do. Please see Delivery Info for free delivery eligibility, Sadly free delivery only applies to the UK. Internationally buyers must pay our standard rate.


Q. I HAVE JUST PLACED MY ORDER AND QUALIFY FOR FREE DELIVERY, BUT I HAVE STILL BEEN CHARGED FOR DELIVERY, WHY IS THAT?
Free delivery is only applied when the value of your order less the delivery charge or over the stated amount. Unfortunately, International orders do not qualify for free delivery


Q. DO I GET CHARGED CUSTOM OR IMPORT CHARGES?
Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country. We would advise that you find out what these charges may be before you place your order.


Q. DO I NEED TO SIGN ON DELIVERY?
Most deliveries will require you to sign in order to record the fact you have received the item. If there in no one available for a signature the courier/delivery company will advise you to contact them for a suitable time for re-delivery or pickup of the order.


Q. ARE THERE ANY AREAS IN THE U.K THAT YOU DO NOT DELIVER TO?
We deliver to all of mainland U.K, including the Highlands & Islands, Isles of Scilly, Isle of Man, Northern Ireland and BFPO. Unfortunately, we do not ship to PO Box addresses.



5. REFUNDS & RETURNS

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Q. HOW DO I RETURN AN ITEM?
To return an item, simply follow the instructions below:

1. Please email us at RETURNS@BANDICOOTBOUTIQUE.COM with your reasons for refund and to obtain RMA number for the return(s).
2. Ensure that the item(s) is returned in the original packaging with tags intact, if any.
3. Fill out the return slip on your invoice, ensuring the RMA number is clearly written and return this page with the item.
4. Send the package back to the address below. For your protection, we recommend you use a registered delivery service.

Bandicoot Boutique Ltd
15 Kinross Crescent
Loughborough
Leicestershire
LE11 4UQ


Q. HOW DO I EXCHANGE FOR A DIFFERENT ITEM?
You can exchange an item by post. Follow the same procedure as described above.


Q. DO I HAVE TO PAY FOR RETURNING THE ITEM?
The customer is responsible for the cost of returning goods back to us unless the item(s) received were faulty or the wrong order was sent. Please see the Refund & Exchange Policy for more information.


Q. WHEN WILL YOU REFUND MY MONEY?
We will refund your money as soon as we can but please allow at least 3 working days after we receive your returned item(s).


Q. HAVE YOU RECEIVED MY RETURN?
Once your returned order has been processed by our warehouse team, we will email to let you know. Please allow up to 10 working days for your item to be delivered back to us. If you do not receive an email from us within this time, please Contact Us and we will look into this for you.


Q. I HAVE LOST MY INVOICE WITH THE RETURNS NOTE, WHAT SHOULD I DO?
If you have misplaced your returns note, please provide details of your return to us as best as possible in an e-mail, or alternatively you can give us a call.


Q. I HAVE RECEIVED MY REFUND BUT YOU HAVE NOT REFUNDED THE DELIVERY CHARGE, WHY IS THAT?
Unfortunately, we do not refund the delivery charge unless the full order was received faulty or you have cancelled your order.