Terms & Conditions

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.

Copyrights

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.

Product Descriptions

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

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 other countries will have these VAT amounts removed during the checkout process but may be liable for local import duties at point of delivery.)

Complaints Procedure

If, at any time, you are not entirely happy with your experience of John Banks Big & Tall Menswear - for instance if you have a complaint about any product or service you have received - we would love to hear from you. We are always eager for the opportunity to put things right; therefore do contact us using any of the methods below and one of our Directors will be pleased to speak to you.

Phone on 0121 373 5450, 9am to 5pm, Monday to Saturday.
or email via sales@bigtall.co.uk

Please include:

• The details of your complaint
• Your name and address
• Your contact telephone number

Once the complaint is received we will respond within 36 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.

Our Website

Whilst every effort is taken to keep our website (and any printed promotional materials) 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.

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.)

Deliveries

Full delivery information can be found here 

Extreme Weather Delays

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.

Returns

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 its replacement to ensure it gets to you as quickly as possible.

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 its 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 form this site 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 - excluding postage costs to you (at our basic rate) - provided the return conforms to the terms and conditions described on this page.

Standard UK Returns

John Banks offers a speedy, easy, Returns 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 a pre-paid adhesive 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 on this site), and return it via any Post Office. 

Alternatively you can try our EASY RETURNS LABEL GENERATOR with Royal Mail. Simply book in and create your own returns label with the simple step by step process. Log your FREE RETURN at 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 mobile.)

To find your nearest Post Office or Mini Post Office branch, and their opening times, enter your post code at 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 option for our Returns 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 this 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 more quickly 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 Easy Returns label if you prefer.)

Please Note: Via mail order, there is normally 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.

As a company, we do not, ourselves, offer or facilitate any collection service for returns (aside from under exceptional circumstances where we are at fault).

Non-Returnable Items

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 pre-paid delivery offer is redeemable on your original order only. It cannot be claimed against any 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 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 freepost threshold then the applicable postage charge will be added to the cost of the exchange). Note: This 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 promotional offers involved, as such abuse could result in the removal of the free returns offer, for the individual customer, at any time. Any customer found to be repeatedly abusing pre-paid returns, or other any other promotional offers, 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 must 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 on the Contact Us page. (Please do not use the UK 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. Customers are advised they may be able to claim back any customs fees paid for importing the particular goods returned. This is done via the relevant authority not from us.

Pre-Refund Credit Facility for Customer Accounts

One of the many advantages of our website is that registered users can see instantly when their return is logged as received by us via their Order History page. 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 the check-out process online or by telling us you wish to do so when ordering by other methods.)

Refund Allocation Process

Subsequently, a returns advisor will allocate any refund due to you (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.). Please note this second step can follow a few days after your parcel is first logged as back with us. 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 for the latter.)

Gift Vouchers

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 Credit

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.

Privacy Notice

We updated our Privacy Policy to reflect changes introduced by the General Data Protection Regulations (GDPR) that came into force on 25 May 2018. The changes in law provided you with greater transparency and control over your personal data.

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.

Third Parties: We use third parties to perform certain activities to help us complete your orders. We will provide your name, address, phone number and email address to the delivery courier, for the sole purpose of  being able to deliver your order, and provide shipment updates, such as delivery notification text messages and/or emails as appropriate. They are not allowed to use these details for any other purposes. You may like to look at the Privacy Policy for DPD and Royal Mail.

CUSTOMS: If we're exporting your order we may be 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 three 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.