FAQs

We have notes the answers to most asked questions below. If your question isn't listed and you still require help, please contact one of our dedicated customer care advisors on info@bbxrand.com
 

ORDERS

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

All orders are generally processed and dispatched on the same working day if they are placed before 12pm GMT. If your order is of high value, we may reach out to you for some extra info so this can slow down processing. If you have placed an order during our busiest periods such as release days, sales or holidays, orders can take 5-7 working days to process 

I PLACED AN ORDER OR AN ITEM ON PRE ORDER, HOW LONG WILL THIS TAKE?

Pre order items are labelled in the product title and description. These items are specially made to order so can take approximately 4-6 weeks to produce. In most cases, orders do ship quicker and our customers always say the wait is worth it! Please only contact us for an update when this time has passed.
 

I PLACED AN ORDER FOR THE WRONG ITEM OR THE WRONG SIZE, CAN I AMEND MY ORDER?

Unfortunately, once orders have been placed, sizes and items are non amendable. Please be careful when selecting items and placing in your shopping bag.

AN ITEM I PURCHASED IS NOW ON SALE OR I FORGOT TO APPLY A DISCOUNT CODE, CAN I GET A PRICE ADJUSTMENT?

Unfortunately, once orders have been placed, we are unable to make any price amendments. Special offers and discount codes are only valid for a selected period and should be used when placing your order.

 

SHIPPING

WHAT ARE MY SHIPPING OPTIONS?

All our packages are handled through DHL Express GoGreen. Please visit the Shipping Page to find all information on options available to your country. Processing and shipping times around busier periods of the year such as Release Days, Holidays and Sales can take 5-7 business days. (yes we get super super busy!)

DO YOU SHIP WORLDWIDE?

Yes, we do! Generally, we deliver to most countries and locations. There a very small number of remote locations DHL do not operate in. If you are unable to checkout to your location, please contact us to see what other options may be available.

DOES YOUR SHIPPING INCLUDE IMPORT TAXES AND DUTIES?

All our shipping fees do not cover any taxes and or import duty fees that are applied by the country you are shipping too. Usually these are only charged when the order value is over your countries threshold. Each country has a different threshold limit, for example for the USA, only orders over $700 will incur taxes. In this scenario, we would recommend splitting your orders so each has a lower value.

As the UK is also no longer in the EU, countries within Europe may also be subject to fees. BBXBRAND can not take responsibility for these fees and any packages returned or rejected due to unpaid taxes will result in return shipping fees being deducted.

RETURNS + EXCHANGES

DO YOU ACCEPT RETURNS?

Yes, we do! We accept returns on full priced items if a request is made via the returns portal within 14 days of shipping. Please note, we cannot accept returns outside of the 14 days, and they will be sent back to you. We also advise you check our full refund policy from our site help pages.

HOW DO I REQUEST A RETURN?

You can request a return by visiting the returns centre portal within 14 days of shipping your order. You can find the link to this on our site footer or by scanning the QR printed on the labels attached to your garment.

WHICH ITEMS CAN BE RETURNED?

Full priced items can be returned for a full refund. Any items that have been marked down on sale or purchased using a sale discount code can be returned for store credit only. Any items purchased on pre order, can only be returned for store credit also. Any sample sale items are final sale and can not be returned for refund or store credit. We also advise you check our full refund policy from our site help pages.

DO YOU PROVIDE RETURN SHIPPING LABELS?

Unfortunately, we don't currently offer return shipping labels and all return shipping costs will be the responsibility of the customer.

HOW DO I EXCHANGE AN ITEM?

Currently, exchanges are processed through our returns centre. Once you have entered your details successfully, you can select the option to replace with same item. Please note exchanges cannot be made for items of a different style or colour.

I HAVE SHIPPED BACK MY RETURN, WHEN SHOULD I EXPECT TO BE REFUNDED?

We aim to process returns within 5-7 working days of being received back in the warehouse. This time can vary in busier periods. You will receive an email confirmation once your refund/credit note has been processed. It will appear back on your statement within 3-5 working days but some card providers can take up to 10 working days to process the funds back to your account.