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. THE ORDER PREPARATION TIME MAY BE EXTENDED TO ONE WEEK DURING SALES PERIODS. 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/ WHAT IS REPACK ? HOW DOES IT WORK ?
  WE AT BA&SH BELIEVE THAT THE WORLD NEEDS BETTER SOLUTIONS TO SINGLE-USE PACKAGING. THAT'S WHY WE NOW OFFER AN ALTERNATIVE. IT'S CALLED REPACK, REUSABLE AND RETURNABLE DELIVERY PACKAGING. REPACK IS A SUPER SIMPLE SOLUTION TO AN EVER-GROWING PROBLEM OF PACKAGING TRASH. IT SIMPLY REDUCES TRASH AND SAVES UP TO 80% OF CO2 EMISSIONS COMPARED TO SINGLE-USE PACKAGING. LEARN MORE HERE.
• 13/ CAN I RETURN A PRODUCT WITH THE REPACK PACKAGING ?
  IF YOU WISH TO RETURN A PRODUCT, YOU CAN USE THE REPACK PACKAGING, BUT MAKE SURE THAT THE RETURN FLAP IS HIDDEN (JUST LIKE WHEN YOU RECEIVED YOUR PACKAGE). REPACK PACKAGING IS NOT REFUNDED IN THIS CASE.
• 14/ HOW TO RETURN AN EMPTY REPACK ? DO I HAVE TO PAY FOR IT ?
  ABSOLUTELY NOT ! RETURNING AN EMPTY REPACK IS ENTIRELY FREE ! IT IS VERY SIMPLE :

  • MAKE SURE YOU REMOVE YOUR DELIVERY ADDRESS SO IT DOES NOT COME BACK TO YOU.
  • FOLD IT AND SEAL IT WITH THE VELCRO (CHECK THE ILLUSTRATED INSTRUCTIONS ON THE PACKAGING).
  • MAKE SURE THE RETURN FLAP IS VISIBLE.
  • DROP IT IN A POSTBOX, ANYWHERE IN THE WORLD.
• 15/ IS THERE A TIME LIMIT FOR RETURNING THE REPACK PACKAGING ?
  YOU CAN RETURN IT WHENEVER YOU WANT. HOWEVER, THE QUICKER IT IS RETURNED, THE QUICKER IT CAN BE REUSED. THE MORE TIMES IT IS USED, THE MORE SUSTAINABLE IT BECOMES.
• 16/ WHAT IS KLARNA ? HOW DOES IT WORK ?
  KLARNA IS A PAYMENT PROVIDER THAT ALLOWS VARIOUS PAYMENT OPTIONS. THEY ARE A SWEDISH COMPANY THAT TAKES END-TO-END RESPONSIBILITY FOR YOUR PAYMENT. KLARNA IS THE LEADING GLOBAL PAYMENTS AND SHOPPING SERVICE, PROVIDING SMARTER AND MORE FLEXIBLE SHOPPING EXPERIENCES TO 90 MILLION ACTIVE CONSUMERS. LEARN MORE HERE.