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 CAN BE POSSIBLE, HOWEVER YOU WILL HAVE TO CONTACT CS@BA-SH.COM FIRST.
• 3/ HOW LONG DOES IT TAKE TO SHIP MY ORDER AFTER PREPARING IT?
  THERE CAN BE A PERIOD OF 2-3 DAYS BETWEEN THE TIME WHEN WE PREPARE YOUR ORDER AND WHEN IT IS SHIPPED OUT. PLEASE EMAIL CS@BA-SH.COM FOR ANY ASSISTANCE.
• 4/ I GOT CONTACTED BY US CUSTOMS/DHL AND THEY REQUESTED SOME PERSONAL INFORMATION FOLLOWING THE SHIPMENT OF MY ORDER. WHY DO THEY NEED IT?
  AS WE ARE DELIVERING YOUR ITEMS STRAIGHT FROM OUR FRENCH WAREHOUSE, WE ARE TAKING CARE OF THE POTENTIAL ADDITIONAL TAXES. HOWEVER, FOR ORDERS OVER $2,500 PLEASE BE AWARE THAT US CUSTOMS MAY REACH OUT ASKING FOR YOUR IRS, EIN OR SSN NUMBER BEFORE ENABLING DELIVERY TO YOUR ADDRESS. YOU WILL NORMALLY HAVE ABOUT A WEEK TO PROVIDE THIS INFORMATION BEFORE YOUR ORDER IS RETURNED TO ITS ORIGINAL DESTINATION FOR A REFUND.
• 5/ 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 ;)
• 6/ 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.
• 7/ ARE THE REFUND TERMS ALSO VALID DURING SALES?
  ALL ITEMS MARKED AS FINAL SALE ARE NOT REFUNDABLE. ITEMS NOT MARKED FINAL SALE FOLLOW OUR NORMAL POLICY.
• 8/ DO I HAVE TO PAY THE SHIPPING COSTS TO SEND GOODS BACK FOR A RETURN?
  UPS PREPARED LABEL IS OFFERED TO YOU ONCE YOU DECLARED YOUR RETURN ONLINE.
• 9/ 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
• 10/ 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.
• 11/ 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: CS@BA-SH.COM OR CALL ONE OF OUR STORES.