Returns and Refund Policy

RETURNS ELIGIBILITY

To be eligible for a return, your item must be unused, unworn and in the same condition that you received it in. It must also be returned within 14-days of ordering, in all the original packaging (including bags and hangers where they were included free) with swing tags and the zip tie tags. We cannot accept returns if any of these tags have been removed and the original packaging has been discarded.

In the case where it is evident the item has been worn (leaving makeup residue, washing fabric scents, perfume etc.) or damaged, BBXBRAND reserves the right to deduct the necessary value for cleaning, repair and restock.

You must ensure to include the original order invoice with the returning items. If this has been lost or damaged, contact info@bbxbrand.com with your order number to receive a copy.

Any items on sale are final sale and are only returnable for a store credit which will be valid for 6 months from the date of issue.

We refuse the right to accept any returns that are believed to be made maliciously, fraudulently or to cause loss, damages or copyrights too BBXBRAND. In the event continuous returns are made, refusal of returns will be considered.

Note: All purchased hangers are non returnable and non refundable.

LATE RETURNS


Any item returned outside of the 14 day window will not be accepted for refund and will be returned back to you. Once your return has been authorised, items must be shipped back immediately. Orders that are shipped back after a substantial amount of time will not be accepted.


EXCHANGES

Exchanges are not currently accepted. If you wish to change the size of an item, a new order must be placed and any previous items returned for refund. This is due to us not being able to hold your requested exchange items.

You should follow the above return policy instructions. You will be responsible for any shipping costs to us. All items must be returned in-line with the policy stated above. Any items received that fail to comply with the above, will not be refunded.

SALE ITEMS

We can only refund returned sale items by store credit for use on our online store within 14 days of ordering. Sale items are:

- Anything marked down at a discounted price
- Any items where a sale discount code has been applied
- Any items where a holiday sale discount code has been applied; Xmas Day, Boxing Day, Easter, Black Friday ect.
- Any items purchased in the 3 for £350 deal


BACK ORDERS/PRE ORDERS

Back orders are opened for selective popular products only. Once back orders are closed, further orders for these items can not be processed.

Items on back order, generally take approx 4-5 weeks to ship. Once orders have been placed, items/sizes can not be amended or cancelled. Items on back order also are non refundable as these items have been specifically made to order however a store credit can be issued only within 14 days of receiving your order should you wish to make a return. 

UNPAID TAXES RETURNS 

If an item is sent back to us due to unpaid taxes in the country of delivery, shipping charges and return fees of 15% will be deducted from the refund.

RETURNS INSTRUCTIONS

  1. Visit WWW.BBXBRAND.COM/A/RETURNS/
  2. Enter your email address and order number (do not include BBX) in the fields and click Start.
  3. Follow the instructions and select the items you wish to return.
  4. You will get a confirmation email with the shipping address once the return request is approved. (Return shipping costs are the responsibility of the customer).
  5. Package the item/s you wish to return in suitable protective packaging and include your returns slip.
  6. To ensure your return reaches us, we recommend you send goods using a secure trackable service as a minimum. 
  7. Mark your parcel as RETURN to ensure quick and easy customs clearance.

RETURNS ADDRESS: BBXBRAND, UNIT 1002, 198-202 Waterloo Road, Birmingham, UK, B25 8LD

Items must be returned to us via a tracked and signed for service so that you as the customer and we as the receiver can track parcel progress. While we cover the shipping cost for orders, the return shipping charges remain the responsibility of customer.

Please clearly mark the package as a return for customs declaration if you are returning from outside the UK. If items are not marked as a return and as a result, BBXBRAND is charged import taxes, this amount will be deducted from your order refund.

We aim to process all refunds and store credits within 5-7 working days of receipt back to the warehouse. This time may vary across seasonal periods which are busier, sale periods or UK bank holidays.

Once we have received your return:

- We will inspect all items to ensure they meet the returns policy. Should any items show signs of wear or damage as listed above, it remains at our disposal to retain the items without refund until you are notified of the refund amount in-line with the condition of the item. You can also opt for covering the return shipping amount for items to be sent back to you.
- We will notify you of the approval or rejection of your return. If your return is approved, your refund will be processed.
- A refund email will be sent to the email address on file to confirm the amount that has been processed back to your original payment method.
- For security reasons we can only process refunds to the original payment method used for the purchase which can take anything up to 10 working days depending on your bank or card issuer.
- If the item is lost or damaged, you are protected via the carrier insurance that we advise you to take out, we will not be able to refund the item in case of damage or loss.