FAQ

FAQ

•  1/ IS IT POSSIBLE TO EXCHANGE OR RETURN AN ONLINE ORDER AT A RETAIL STORE?
  NO, ONLINE ORDERS CAN ONLY BE RETURNED VIA ONLINE. VISIT RETURNS & REFUNDS FOR MORE INFORMATION.
• 2/ IS DELIVERY OF AN ONLINE ORDER TO A STORE POSSIBLE?
  IT IS NOT POSSIBLE CURRENTLY, BUT YOU CAN CALL THE STORE TO SEE IF THEY HAVE IT IN STOCK. YOU CAN FIND EACH STORE’S CONTACT INFO HERE.
• 3/ HOW LONG DOES IT TAKE TO SHIP MY ORDER AFTER PREPARING IT?
  THERE CAN BE A PERIOD OF 24-48 HOURS BETWEEN THE TIME WHEN WE PREPARE YOUR ORDER AND WHEN IT IS SHIPPED OUT. PLEASE EMAIL HELP@BA-SH.COM FOR ANY ASSISTANCE.
• 4/ THE TRACKING NUMBER FOR MY ORDER IS NOT WORKING, WHAT SHOULD I DO?
  SOMETIMES YOU MAY HAVE TO WAIT A FEW HOURS FOR YOUR TRACKING NUMBER TO BECOME ACTIVE. IF YOU HAVE RECEIVED AN EMAIL WITH A TRACKING NUMBER WHICH DOES NOT WORK, PLEASE BE PATIENT AND WAIT AT LEAST 1 BUSINESS DAY BEFORE CONTACTING US ;)
• 5/ HOW LONG DO I HAVE TO WAIT FOR A REFUND?
  WE TRY TO PROCESS REFUNDS AS QUICKLY AS POSSIBLE. PLEASE GIVE US 2-3 BUSINESS DAYS TO PROCESS THE RETURN, AND THEN ANOTHER 5-8 BUSINESS DAYS FOR THE AMOUNT TO BE REISSUED TO YOUR CREDIT CARD OR BANK.
• 6/ ARE THE REFUND TERMS ALSO VALID DURING SALES?
  OUR REFUND TERMS DO NOT CHANGE, EVEN DURING SALES.
• 7/ DO I HAVE TO PAY THE SHIPPING COSTS TO SEND GOODS BACK FOR A RETURN?
  Please note that we allow returns within 30 days of the delivery however the shipping cost is at your charge.
• 8/ IF I DON’T HAVE ACCESS TO A PRINTER, HOW CAN I ATTACH THE RETURN NOTE TO MY ORDER?
  ONCE YOUR RETURN NOTE HAS BEEN VERIFIED ON YOUR CUSTOMER ACCOUNT, YOU CAN WRITE THE FOLLOWING INFORMATION ON PLAIN PAPER:

  • THE DATE
  • YOUR CONTACT DETAILS
  • YOUR RETURN NUMBER
• 9/ I CAN'T SEE THE ORDER THAT I MADE BY PHONE ON MY ONLINE ACCOUNT, IS THAT NORMAL?
  YES, ORDERS MADE BY PHONE DO NOT APPEAR ON YOUR BA&SH ACCOUNT.
• 10/ I'M LOOKING FOR AN ITEM FROM A PREVIOUS COLLECTION. WHERE CAN I FIND IT?
  IF YOU KNOW THE NAME OF THE ITEM, WE CAN EASILY CHECK IF IT IS STILL AVAILABLE. YOU CAN EMAIL OUR CUSTOMER SERVICE TEAM: HELP@BA-SH.COM OR CALL ONE OF OUR STORES.
• 11/ CAN I GET A REFUND FOR MY E-GIFT CARD BOUGHT AS A GIFT?
  NO, ONCE PURCHASED E-GIFT CARDS CANNOT BE REFUNDED. ANY ITEMS RETURNED THAT HAVE BEEN PAID FOR USING THE GIFT CARD WILL BE REFUNDED IN CREDIT.
• 12/ CAN I UNSUBSCRIBE FROM THE BA&SH NEWSLETTER AND STAY A CUSTOMER?
  YES, AN UNSUBSCRIBE LINK IS ALWAYS AVAILABLE AT THE BOTTOM OF OUR NEWSLETTERS. IF YOU NEED HELP OUR CUSTOMER SERVICE IS ALSO HERE TO HELP.
• 13/ CAN I CHANGE MY BA&SH ACCOUNT EMAIL?
  NO, IT IS NOT POSSIBLE TO CHANGE YOUR ACCOUNT EMAIL. HOWEVER IF IT IS VERY IMPORTANT TO YOU, YOU ARE ABLE TO DELETE YOUR ACCOUNT (PLEASE NOTE THAT ALL ORDER HISTORY AND YOUR BA&SH ACCOUNT INFORMATION WILL BE LOST). YOU WILL THEN BE ABLE TO RECREATE A NEW ACCOUNT WITH YOUR PREFERRED EMAIL ADDRESS. FOR ANY QUERIES PLEASE CONTACT OUR CUSTOMER SERVICE.
• 14/ DO YOU SELL MY PERSONAL DATA TO THIRD PARTY PROVIDERS?
  NO, IT IS ILLEGAL TO SELL PERSONAL CUSTOMER DATA WITHOUT YOUR CONSENT.
• 15/ I HAVE MADE A PREORDER PURCHASE. CAN I CANCEL MY ORDER?
  NO, IT IS NOT POSSIBLE TO CANCEL A PRE-ORDER ONCE IT HAVE BEEN PLACED. HOWEVER, ONCE YOU HAVE RECEIVED IT YOU CAN RETURN IT TO US AND GET A REFUND.
• 16/ DO YOU HAVE A REFERRAL PROGRAM?
  We offer a referral program that allows you to give a 15% discount to friends that you refer. When your referred friend places an order with the code, you will also receive a 15% off code for your next order. This discount is not applicable with other promotions or discounts, and cannot be redeemed on jewellery, sunglasses and charity t-shirts. You can sign up here.