Conditions Of Use
John Banks Big & Tall Menswear provide services to you subject to the conditions outlined on this page. If you shop with us online or visit our stores in Birmingham you accept these conditions. Please read them carefully.
John Banks Big & Tall Menswear controls and operates this site from its offices within the UK. If you choose to access from another country you do so on your own initiative and are responsible for compliance with laws applicable in local lands.
All content included on this site such as text, graphics logos, button icons, images, audio clips, digital downloads and software are all owned by Banks Ltd and are protected by international copyright laws.
License and Site Access
John Banks grants you a limited license to access and make personal use of this site. This license does not include any resales of commercial use of this site or its contents, any collection and use of any products, any collection and use of any product listings descriptions or prices, any derivative use of this site or its contents, any downloading or copying of account information for the benefit of another merchant or any use of data mining, robots or similar data gathering and extraction tools.
This site may not be reproduced, duplicated, copied, sold – re-sold or otherwise, exploited for any commercial exploit without the written consent of Banks Ltd.
John Banks attempts to be as accurate as possible. However, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error free.
From time to time there may be information on this site that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.
We reserve the right to correct any errors inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order but prior to despatch). We apologies for any inconvenience this may cause.
Prices and availability of items/services are subject to change without notice. Product/service prices advertised on this site are for orders placed and, where applicable, include UK VAT. (All customers ordering from non-EU countries will have these VAT amounts removed during the checkout process but may be liable for local import duties at point of delivery.)
If you have a complaint about any product or service that you have received from John Banks Big & Tall Menswear at any time, you can contact our Mail Order Manager on 0121 373 5450. You can also fax your complaint on 0121 382 5434 or email email@example.com. Please leave your contacts details. Once the complaint is received we will deal with it within 48 hours. If we think that there will be any delay in the process you will be notified of this either by phone, post or email as applicable.
Whilst every effort is taken to keep our website (and our printed brochure) up to date and relevant to our current stock holdings, occasionally we will have to attempt to source goods from our suppliers. If an item you have ordered is not in our warehouses at the time of ordering, we will do our best to obtain this item for you via this method. Unfortunately, particularly with reduced and reduced-to-clear or limited stock items, high demand on goods and/or human error may result in us being unable to fulfill every order. (Any item left outstanding ["back-ordered"] after the rest of the order has been despatched, whilst we source from a supplier, will be sent out postage free as soon as we receive the item.)
Likewise, whilst all efforts are made to ensure the accuracy of description, specifications and pricing on all our promotional materials there may be occasions where errors arise. Should such a situation occur John Banks Big & Tall Menswear cannot accept your order. In the event of a mistake like this you will be contacted with a full explanation and a corrected offer. The contract is confirmed upon supply of goods.
We will send you an automated email once we have received your confirmed order. This contains your Order Number should you need to refer to it. It also confirms the main details of the order for your records.
Cancelling/Amending Your Order
Forgotten something? Need to add an item or items to your order? Provided we have yet to despatch your existing order, simply place another adding a delivery note in the space provided during checkout. State the order number of your previous order and we will refund your postage cost on the second order. Simple.
Alternatively, if you need to amend or cancel your order (we can change delivery address/conditions, sizes and/or remove items) prior to despatch feel free to contact us by phone or email. Simply state your post code for the most efficent processing of your request. Please be aware that we may need to take further payment details if required. (It is not advised to send credit/debit card details via email.)
If you cancel your order prior to despatch your refund (including any p&p charges made) will be processed on the same or the next working day. Refunds can take 3 to 5 working days (depending on your bank) to show on your account. (International customers should allow up to 7 working days.)
We try to make our delivery services as simple, fair, efficient and convenient for you as possible. Our aim is to get your goods to you, in prime condition, in a speedy, safe, and hassle-free manner.
We are able to send your order to your home, place of work or any other standard address. (For regular registered customers, this is now be accomplished with even greater ease than previously: Each address used can be saved under an Address Reference [e.g. “home”, “work”, “parents”, etc.] and thus be selected rapidly when placing your order.)
Orders are despatched every afternoon Monday through Friday. Our mail order department is open on Saturdays, for your convience, and orders are processed but please note that we have no courier pick-ups on that day. You can contact us during normal office hours on any of these days if you have any queries concerning your parcel. Out-of-hours messages can be left on our automated voicemail system. We will get back to you on our next working day.
We will include a printed Despatch/Delivery Note in with your parcel. This will state all Billing and other Invoice Details as well as outlining a rundown of the items that you have purchased with fully itemised prices. (Alternatively all price details can be excluded from your Despatch Note by ticking the Gift Receipt checkbox during the checkout process.)
All of our deliveries are sent at the same set tariffs regardless of weight or size. Delivery times and costs are dependent only upon the destination choosen at the time of ordering (regardless of billing address) and your selections based on the options provided for the same.
All UK addresses are now covered by both Next Day and Standard delivery options. The vast majority of UK addresses also have timed and weekend delivery options. (All these options are only available to UK addresses.) The Channel Islands have different premium delivery options (see below for details) in addition to the Standard delivery option.
When making your delivery selections, as an alternative to your designated address, we also offer the opportunity to leave the parcel with a neighbour or in a safe place (e.g. in greenhouse, shed, etc.) as required. (Please note, this facility needs to be requested on each individual order and parcels are left unattended at the customer’s own risk. Requests should be placed in the Special Instructions box on the Delivery Address page of the check-out process.) You may also specify any place that your parcel is NOT to be left should you wish.
Tracking Your Parcel
Once we have processed your goods and we despatch your parcel as ready for courier pick-up, you will receive an automated e-mail from us so you will know immediately that it’s on its way. This e-mail will contain your unique Tracking Number* so that you may track your parcel via the relevant courier's website (www.royalmail.com/track-your-item or www.dpd.co.uk/tracking/tracking.do). It also confirms the address that you have requested your parcel sent to. (See box-out below for how to use your scanned DPD tracking number.)
* During periods when we are running promotional prices for our standard deliveries, a different non-trackable Royal Mail service may be used.
During the check-out process you will be asked to select from the following...
OPTION 1: Your Standard Delivery goods are now sent with, and delivered by, Royal Mail's Track & Trace service. We currently have a standard delivery charge of £4.95 (or free for orders over £99).
Standard deliveries can take up to 5 to 7 working days to reach you from the time of ordering. This includes 2 to 3 days for delivery after despatch. However, you can expect your parcel to take the full 7 working days to reach you only at our busiest times (e.g. when our printed catalogue is sent out, after our 'Black Friday' events or during the run up to Christmas). Parcels may be delivered on a Saturday.
Unlike many of our competitors who charge extra or make you wait longer if you live in a so-called ‘Premium Rate Area’, here at Banks' we see no reason why you should be penalised for this. (These areas include the Channel Isles, the Isle of Man, Anglesey, Northern Ireland and the Highlands of Scotland.) Therefore, we offer delivery to these addresses at the same £4.95 as the rest of the UK mainland (and on the same 5 to 7 working day delivery schedule). All these areas are covered for us by Royal Mail.
Wherever you parcel is going, should you wish it delivered on a specific advance date (weekdays only) please state this in the Special Instructions/Gift Message box during check-out. We can not guarantee specific delivery dates, except in line with our Premium Delivery options below, but will try our best to accommodate your requests.
If you miss your Royal Mail postman, they will put a card through your door telling you when the parcel will be available for collection from your local delivery office. These are usually located very conveniently. Alternatively, you can book a re-delivery on a weekday of your choice here: www.royalmail.com/eredelivery or by phoning the number on the card.
OPTION 2: For more urgent orders a guaranteed Next Day Delivery service is available; this is charged at £8.50 (or free for orders over £199). Your Next Day For most addresses in the UK deliveries are sent with, and delivered by, DPD. Premium deliveries to certain northerly Scottish post codes,* along with those to the Isle of Man, the Isles of Scilly and all Scottish Island destinations, will be covered via Royal Mail. For details of the Northern Irish premium delivery service see below.
Next Day orders must be placed no later than 3pm Monday to Friday for delivery on the next working day. Orders placed after 3pm, will be despatched by us on the following working day.** Even during our busiest periods, we will always prioritise Next Day orders, guaranteeing that they are despatched on the required day.
Note: This service is “next working day delivery”; as such it naturally excludes Saturdays and Sundays. Bank Holidays are also excluded. Orders placed over a Bank Holiday period will be delivered on the next available working day based on DPD's pick ups from us and the schedule outlined above. (If ordering over a Bank Holiday weekend please check our store/mail order department's Opening Times page for when we are going to be closed during these periods.)
Next Day Delivery examples: Orders placed on a Wednesday before 3pm will be delivered on Thursday; those placed on a Friday before 3pm will be delivered on Monday; orders placed on a Friday after 3pm or anytime on Saturday/Sunday will be delivered on Tuesday.
Should you wish your parcel delivered on a later weekday, subsequent to the above, please state the day and date required in the Special Instructions box during check-out. We will ensure you parcel is despatched on the correct day to meet your wishes.
Equally if your delivery is to an area normally allocated to DPD and you would prefer it delivered via Royal Mail's 24 service instead please state this in the Special Instructions box during check-out and we will be happy to send as per your request.
Normal Next Day deliveries can not be restricted to delivery at a specific time of day (but see our After-Despatch Service notes below for how DPD will inform you of your delivery time). Your parcel may reach you anytime between 8am and 6pm (or later during the busiest periods) on the appointed day. If you require delivery promptly by next morning please select a Nominateed Time Delivery...
OPTIONS 3 & 4: NOMINATED TIME DELIVERIES
If you need your goods prompt by the next morning, we offer, guaranteed, both Before 10.30am (ENGLAND MAINLAND & WALES ADDRESSES ONLY) and Before 12pm (UK MAINLAND, ANGLESEY & IOW ONLY)*** options on our Next Day service; these are priced at £18 and £9.95 respectively. These services are provided via DPD and the same 3pm cut off time as OPTION 1 above applies.
There are also two further premium delivery options...
OPTIONS 5 & 6: WEEKEND DELIVERIES
For even greater convenience, we also have an express Satuday Service for £12.95. (UK MAINLAND, ANGLESEY & IOW ADDRESSES ONLY).*** You can order a Saturday Delivery anytime in the week up until Friday at 3pm. (Please enter the date you require in the Special Instructions box when ordering if you do not want delivery on the nearest Saturday.)
A Sunday Service is also available for £12.95 (UK MAINLAND & ANGLESEY ONLY).*** You can order a Sunday Delivery anytime in the week up until Friday at 3pm. (Please enter the date you require in the Special Instructions box when ordering if you do not want delivery on the nearest Sunday.) Note there are no deliveries on Easter Sunday.
These weekend deliveries are via DPD.*
Enhanced After-Despatch Service - including One-Hour Window Notification with DPD Predict
In addition, with all our DPD deliveries we are able to promise NO MORE WAITING IN ALL DAY FOR YOUR SIGNED FOR DELIVERIES! Provided we have a valid email address or mobile number for you, DPD will email/text you early on the day of delivery with a mere one-hour window for when your parcel will be arriving. This communication will also give you options to rearrange your delivery directly if you wish, as well as the name of the driver that has your parcel.
Please remember, a signature is normally required for accepting all DPD parcels. If you know that there will be no-one at your designated address that can accept the delivery, please provide an alternative delivery address or request a non-signed for ‘safe place’ delivery as outlined above. (When leaving your parcel in a safe place your driver will take a picture of it in situ.****) Note also that your driver may leave your parcel with a neighbour if no answer is received at your designated address.
If your parcel can not be delivered for any reason, your driver will take a picture of the door at which they are attempting delivery.**** DPD will then attempt re-delivery on the next working day. You will receive either a card through your door, or (if we have your details) a text/email, to say we were unable to deliver. This will offer the opportunity for you to rearrange the date of your re-delivery. (You can rearrange your delivery at any time via the texts/emails DPD send you.) Web access is required to make these changes. You can of course also contact us and will we make the changes for you.
Alternatively, you can arrange to collect your parcel from DPD's local depot. www.dpd.co.uk/utilapps/depotfinder/showForm.action will help you locate the depot in question and its opening times. Please remember to take DPD's card and a seperate form of ID with you when picking up your parcel.
* The following Scottish mainland post codes are via Royal Mail: AB31 to 39, AB41 to 45, AB51 to 56, FK17 to 21, G83, IV1 to 28, IV30 to 36, IV40, IV52 to 54, IV63, KW1 to 3, KW5 to 14, PA21 to 38, PA80, PH15 to 26, PH30 to 41 and PH49 & 50. Please note, these Royal Mail service is a non-guarenteed next day service; we can not offer Nominateed Time or Saturday/Sunday deliveries to any of these Royal Mail locations. IOM deliveries have an additional guarenteed Two-Day Delivery option sent via DPD (see below for details).
** These cut-off points also apply to Next Day orders taken over the phone or received through the post.
*** Availability of Before 12pm and Saturday/Sunday delivery options to Scotland mainland post codes: None of these options are available to post codes listed in * above; Saturday/Sunday only is available to AB10 to AB16, AB21 to AB30, DD1 to DD11, G83 & G84, KY8 to KY10, KY14 to KY16 and PH1 to PH14; for all other Scottish mainland post codes we can provide all three delivery options.
**** These images are only available on entering your tracking information and delivery post code on the DPD website. They help us to resolve any possible issues arising from your delivery.
Northern Ireland Next Day Premium Delivery Option
We also provide a Royal Mail Tracked 24 option for our Irish customers in addition to the standard delivery option. This is a non-guarenteed next day service that sees over 80% of parcels delivered next working day and 98% of parcels delivered within 48 hours. The 3pm cut-off time applies as per our DPD Next Day orders (see OPTION 1 above for details). Charges are the same as our mainland service at £8.50. Parcels can be tracked at www.royalmail.com/track-your-item. Deliveries may be attempted on a Saturday.
Channel Islands and Additional Isle of Man Premium Delivery Options
We can also offer our customers on Jersey, Guernsey and the other Channel Islands a guaranteed Two-Day (£12) delivery service in addition to the standard delivery option above. For our Isle of Man customers we can do the same guaranteed Two-Day (£12) service in addition to our standard and Royal Mail 24 options above. These premium services are undertaken by DPD and are based around the same schedules and 3pm cut-off times as our mainland premium deliveries outlined above. They also offer the tracking service (www.dpd.co.uk/tracking/tracking.do) and the same text/emails updates as the mainland service (see DPD Predict section above). Note: All deliveries to the Channel Islands will NOT be charged UK VAT on any items or postage services purchased. Reduction in price will show automatically during check-out process.
John Banks delivers to practically anywhere in the world (over 200 countries in total).
Prospective overseas customers should also note that we always prioritise these orders directly behind our UK premium delivery parcels. Thus we ensure that these orders are despatched on the same day as they are received, or on the next working day, thus limiting the time that you will be waiting for your parcel to the absolute minimum.
No matter where your parcel is going, you will receive an automated e-mail from us, sent to you as soon as we despatch your order.
Rates, Tracking and Delivery Times
Deliveries to all European Countries are charged at £18.00 per order.
Deliveries may be attempted on a Saturday (parcels to Ireland: Monday to Friday only).
Parcels despatched to Southern Ireland and all mainland EU countries are sent via DPD's Classic road service. After leaving us, parcels should take between 2 and 8 working days to reach their destination.
With this service, your despatch email will contain your 10-digit International tracking number. With this you can track your parcel throughout its journey to you via DPD’s website (www.dpd.co.uk/index.jsp) or their app. All parcels will be transferred on to a local delivery services once in its country of destination but will remain a signed for service. Parcels to Eire will be transported by DPD throughout and similarly will need to be signed for.
Deliveries to other non-mainland or non-EU European countries are sent via Royal Mail International Tracked air service (www.royalmail.com/track-your-item). A signed for service will be used if available in the destination country. All parcels will take 3 to 5 working days to arrive after leaving us.
Parcels will be passed on to your local delivery services once in its country of destination. Thereafter, all customers should check with their local courier's website for any available tracking information available when attempting to track a parcel during this part of its journey. Please contact us if you require any assistance with this.
Deliveries to countries in the Rest of the World (ie. all non-European destinations) are charged at £25.00 per order.
Orders are processed via Royal Mail International Standard airmail (www.royalmail.com/parcel-despatch-low/international-delivery/international-standard). We will use the signed for option of this service if available in the destination country.
Most international customers can expect to receive their parcel within 7 working days from the time of despatch. (Deliveries may be attempted on a Saturday.) Specific delivery times and other postage details can be found by selecting the country of your choice on this page: http://www.royalmail.com/personal/international-delivery/country-guides. Check under 'International Standard' on the subsequent page.
Once on its way, your parcel can be tracked until it leaves this country (www.royalmail.com/track-your-item). It will be passed on to your local delivery services for the last leg of its journey to you. Customers can check with your local delivery services once it passes destination customs; in the first instance, your local courier's website will contain any further tracking information if available. As always, we will be pleased to help if you have any problems with your delivery.
Note: All deliveries to European and ROW countries will NOT be charged UK VAT on any items purchased and postage charges. (Reduction will show automatically during check-out process.) Please be aware however that you may be liable for local import duties at point of delivery.
Large consignments sent by air may need to be split into multiple consignments (we do not pass on any extra cost to the customer for this) but please be aware you may incur additional import duties as a result.
In the unlikely event that your parcel does not arrive by its delivery date estimate please contact us at your earliest convenience. We will do our utmost to trace your parcel and expedite its delivery. However, customers should be aware that we are only able to query such parcels as officially 'not received,' and register a claim for loss, if the courier has had no reference for your parcel for a certain period of time. For DPD parcels this period is 8 or more working days (all UK and EU destinations - full investigation launched after 3 working days); for Royal Mail this is 10 working days (UK parcels), 20 working days (European) and 25 working days (Rest of the World).
Although we will do everything in our power to get your delivery to you within the time you expect, exceptional circumstances, such as extreme weather conditions on route, may delay your parcel. We will try all alternative delivery methods available to us when we are advised by our couriers of any such problems in advance of despatch. However, conditions can be such that on occassion all couriers will be encountering difficulties in certain areas. Regardless, we will always advise of any delays over the time you are expecting your goods. This will be via either email or our courier texts.
Please note: If any item is returned in a dirty and used condition we reserve the right to refuse to handle it. The item may be returned to sender and the sender charged for any postage involved.
Returning Incorrect/Damaged Goods
We try very hard to ensure that you receive the correct items from your order in a pristine condition. All orders undergo seperate checks by two members of staff prior to despatch. In the unlikely event that you do not receive an item/items ordered, an item arrives faulty or you feel that an item has been damaged in transit, please contact us immediately to discuss the details of your issue. No matter where in the world you require your item(s), we will look to expedite your goods' return and replacement.
On verification of the problem, we will give special priority to your replacement parcel; it will be despatched the same day (UK postal addresses can expect to receive the correct/undamaged replacement item within 72 hours) at no extra charge. Replacements for items originally sent on a Next Day service will be sent via the same service and you will recieve your replacement on the next working day. Where an exchange is not possible or required a full refund (including any basic postage costs) will be issued.
All Other Returns/Exchanges
If for any reason you are not entirely satisfied with any item purchased then it may be returned for a full no quibble refund or exchange, provided we are notified within 14 days of it's receipt and we receive the goods in unused condition within a further 14 days. Please ensure that returns retain all original labels and are in its original packaging. Simply fill out the Returns Form included in your parcel indicating whether you would like an exchange and/or refund or if you would like your account left in credit. (The printable part of the form can be downloaded here if you no longer have it.) Please include as much information as possible on the form as missing details can result in a delay in the processing of your request.
If you are returning your entire order you will receive a full refund, including postage costs to you at our basic rate, provided the return conforms to the terms and conditions described here.
Standard UK Returns
John Banks offers a FREE Returns Postage Service (something very few of our competitors can match) to all UK (including Northern Ireland, IOM and the Channel Islands) customers. For your greater convience we attach an adhesive pre-paid label to the returns' form we include with your purchases. (If you no longer have this label please request a copy from us. We will email one for you to print or send you a label by post. Unfortunately, we can no longer provide a generic version of this on our website as each has a unique barcode which enables tracking by all parties.) Attach this label to your new parcel, include the main form inside (again replacement copies of this are available to print by clicking on the link left), and return it via any Post Office.
Alternatively you can try our NEW FREE RETURNS LABEL GENERATOR with Royal Mail. Simply book in and create your own returns label with the simple step by step process. Click here to log your FREE RETURN: https://www.royalmail.com/track-my-return/create/2224. You can then print, or have the post office print, your completely individualised label direct from your smart phone or PC. (If you require the post office to print your label choose the option for a QR code to be sent to your phone.)
To find your nearest Post Office or Mini Post Office branch, and their opening times, enter your post code on this page: www.postoffice.co.uk/branch-finder.
Please note that, even though the postage is free you are still responsible for the parcel until it is received back by us. Remember to obtain a receipt for your parcel as this is your proof of postage in case of any problems. John Banks Big & Tall Menswear will not be held responsible for any items lost or damaged in such transit.
It is up to you to insure your parcel against loss or damage, if you wish to do so. Any such insurance charges are not refundable by John Banks as they are made by Royal Mail and purchased at your own discretion.
We use Royal Mail's Tracked 48 for this service so, along with your proof of postage, you will get a tracking number for your return. Using this you can track your parcel online at www.royalmail.com/track-your-item until it is received by us.
Please be aware that parcels returned via our free returns service take between 2 and 10 working days to get back to us. Kindly allow the full 10 working days to pass before chasing your refund or exchange. If you require that your order be processed quicker than this please contact us. We will be happy to discuss your alternatives with you.
If you are local to our store you can, of course, return your goods at our shop for an immediate credit/refund/exchange. (Likewise, shop-purchased goods can be returned through the post using the Free Returns label if you prefer.)
Via mail order, there is a £2.95 handling fee for the re-despatching of all exchanges. (Customers are encouraged to take advantage of this reduction on our usual postage rate by ordering additional items alongside their exchanges.) We aim to have your exchange back with you within 7 days of our receipt of your original.
Note: We do not offer a collection service for returns (aside from under exceptional circumstances where we are at fault).
For reasons of hygiene and public health, refunds/exchanges are not available for used underwear and socks once the hygiene seal on the product packaging has been broken. (This does not apply to faulty goods; faulty products will be exchanged on a like for like basis where possible.)
Any item that has been altered post-purchase cannot be returned. This includes items altered by the customer or on our behalf at the customer's request.
Promotional Offer and Loyalty Credit Exemptions
Any free delivery offer is redeemable on your original order only. It cannot be claimed against the £2.95 exchange handling fee. (We feel that this is appropriate as we have to pay to both sending the parcel to you and secondly to get it back.)
Any item that was originally sent out under our £99 or £199 free postage offers and once returned effectively takes the original order's value below the threshold for the relevant free postage offer will have the original order's normal postage charge deducted from the refund amount. This also applies to exchanges (i.e. if the exchange item's cost is less than than the one being replaced and drops the value of the original order below the free post threshold then the applicable postage will be added to the cost of the exchange). It does not apply to the return of any goods we assess as faulty.
Please note that if you are returning items originally purchased on any "buy 1 get 1 free" offer you will need to return both items for a refund to apply. Any item returned alone, that was originally purchased as part of such an offer, will be classed as the free item and will not be refunded. (This policy does not effect exchanges in any way.)
Customer loyalty credit gained on the purchase of any item is rescinded if the item is returned for a refund for any reason.
Loyalty points' credit can not be used against the exchange handling fee.
The free postage address is for a standard parcel service. Under no circumstances will we pay for recorded delivery or special delivery services.
The free returns service is available to UK customers only.
We would ask our customers to 'play fair' on these and any other attempted exploitations of the free returns offer, as such abuse could result in the removal of the free returns service at any time. Any customer found abusing this service will be removed from our customer database.
Standard International Returns
International customers who wish to exchange/return items should do so using their local postal services. Goods will have to be returned at your own cost unless in accordance with your legal rights. Please fill out the Returns Form provided above, include it in with your return, and obtain a postal receipt as proof of postage. Address your parcel to our "Returns Department" care of our main address as seen here. (Please do not use the freepost address from the returns' label as your parcel may not reach us via that address.) We reserve the right not to issue a refund if you fail to notify us of the return within 7 days of reciept of the goods.
Overseas' exchanges can normally be re-despatched at half their original standard postage rate.
Pre-Refund Credit Facility for Customer Accounts
One of the many advantages of our new website is that registered users can see instantly when their return is logged as received by us via their Order History page. (We log returned parcels every day as soon as we receive our post.) Each item returned will have its status updated with the date on which we received it.
This facility also allocates a pre-refund credit to your account equivalent to the cost of the item(s) returned. This amount is then available for your immediate use against any subsequent orders prior to your refund being processed. (If you wish to redeem Account Credit at any time you can do so during part four of the check-out process online, see here for details, or by telling us you wish to do so when ordering by other methods.)
Refund Allocation Process
Subsequent to the log-in process, when our refunds department reach your parcel, a returns advisor will allocate you any refund due (minus any amount that you may have used from your credit in the meantime) via the original method(s) of payment (credit/debit card, Paypal, etc.) as normal. Any remaining credit temporarily assigned to your account will be removed automatically at this point.
Please note that, from the point we issue your refund, it can take a further 3 to 5 working days (depending on your bank) for it to show on your statement. (International customers should allow up to 7 working days.)
Gift Vouchers are only available in denominations of British Pounds Sterling.
Gift Vouchers are not redeemable for cash under any circumstances.
All Gift Vouchers expire 2 years after the date of issue.
When redeeming Gift Vouchers online, if the value of the goods to be purchased exceeds the total value of the Gift Vouchers, you will need to select an additional payment method in order to cover the full cost of your purchases.
Loyalty points are not accrued on delivery charges, the purchase of any other services or when redeeming gift vouchers.
Loyalty Credit cannot be exchanged for cash under any circumstances.
Loyalty Credit is non-refundable (i.e. credit will not be refunded to your account if you cancel, or return for a refund, an item/order purchased in-part or -full using loyalty credit).
Loyalty Credit cannot be transferred between registered members.
When using Loyalty Credit, you will have to select an additional payment method if you do not have enough credit to cover the full cost of your purchases.
We reserve the right to make changes to these Loyalty Scheme rules at any time without prior notice or liability.
The privacy of your data is as important to us as it is to you.
When you share your personal information with us, you have a right to expect that information to be treated with total confidentiality. The personal data that you provide to us is managed with care and complies with all data protection legislation and industry best practice.
We are committed to respecting and protecting your right to privacy and only use your information lawfully. In placing an order you are giving us consent to the processing of your personal data for the purpose of processing and shipping your order to you.
How we use your personal data
Information stored by us: In order to process your purchases and deliver to your address we require a minimum amount of information - your name, cardholders and delivery address, email, telephone number and order details.
Information we do not store: We do not store your credit card details on our server. We take on-line payments for our products and use SagePay as our external payment provider. This is done on our secure server and data is passed immediately and securely to SagePay for their processing. Payment via PayPal is also passed through SagePay. All communication between our servers and Sagepay pass over an encrypted connection using SSL (Secure Socket layers).
What do we do with the information: We collect your order details, your email address, details of the areas on our website that you visit, which allows us to show you popular products, and tailor the site to your preferences, and other information relating to your order.
CUSTOMS: If we're exporting your order outside the EU, we are required to supply a copy of your invoice to the courier for the sole purpose of clearing your order through customs in your country. We do this electronically when we dispatch your order, as it speeds up the clearing time. No personal financial information such as credit card details are transferred.
RETURNS: For returns within the Uk we supply a returns label or you are able to obtain a label from the post office which gives any information required to send it back to us. (See Returns page for details.)
At no time will we give your personal information to any third party, other than in relation to the processing and delivery of your order as outlined above.
HOW WE USE YOUR E-MAIL ADDRESS
When you create an account with us, your email address is used to send you transactional emails, such as an order confirmation, tracking information or a notification that we've processed your refund. We won't use it for marketing unless you specifically join our mailing list to receive news of new products, exclusive offers, discounts etc which you may be interested in. We generally send two emails a week.
If you decide you no longer wish to receive our marketing emails there is a link in the email to opt-out if you feel they are no longer of interest to you.
If you choose to opt-out of our marketing e-mails, you will continue to receive transactional e-mails which directly relate to an order you've placed, refund you've requested etc.
If you wish to discuss any of the above with us please see our Contact Us page.