I am missing an item from my order?
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If your order has been sent in different parcels then each delivery note will tell you what will be inside. Please check the delivery notes from each part of your order to make sure you are not missing anything.
If an item is missing, please contact our Customer Care team at firstname.lastname@example.org with the order number and the missing item's name and number. We will resolve the issue for you as soon as possible.
My order contains a faulty item?
We aim to resolve any issues with faulty items as quick as we possibly can. As soon as you discover a fault, please contact our Customer Care team at email@example.com with:
- Your order number
- The faulty item's name and number
- A description of the fault
We will get back to you as soon as we can and send you a replacement item.
I have an incorrect item in my order?
We want to sort out any issues with incorrect items straight away.
Please contact our Customer Care team at firstname.lastname@example.org with your order number and the incorrect item's name and product number.
We'll get back to you as soon as we can and send you the correct item as quickly as we can.
Can I amend my order after I've placed it?
We aim to get orders packed up the same day as they have been placed, so if you would like to make any amendments on your they will need to be made within 3 hours of placing the order. To make any amendments to your order please contact us at email@example.com.
If you do not make amendments to your order within 1 hour of placing it, you may be able to cancel your order and place a new one instead. You can cancel an order by contacting us at firstname.lastname@example.org and we will do this for you.
Can I cancel my order after I've placed it?
You can cancel an order by contacting us at email@example.com and we will do this for you.
How does UK Standard Delivery work?
Delivery is within 4-5 working days from the moment you submit your order.
Delivery is Monday to Saturday (excluding Public Holidays).
Delivery to the UK is free.
If you purchase an order from outside of the UK, delivery costs will be determined at the checkout.
You will receive an email once your order has been dispatched.
If you're not available to take delivery of your parcel, the carrier will leave a delivery card advising if your parcel has been delivered to a safe location, left with a neighbour or how to arrange collection.
We aim to meet these delivery times but during busy periods deliveries may take a little longer. However, we will always work hard to keep these temporary changes to a minimum. Bankside cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.
Refunds & Returns
UK & International Customers
You can return any item for a refund within 28 days of receiving your original order.
You can also exchange your item within 28 days, as long as the item is in its original packaging with the tags on.
If the item is out of stock in the size or colour you have opted for, then a refund will be issued instead.
If you want a different item, then you'll need to return the unwanted item for a refund and place a new order.
We'll refund the price you purchased your item at (this includes sale items). If you’d like a refund for your goods but you can’t return them to us for any reason, then a refund for those goods will be decided by us.
All goods will be inspected on return.
Bankside customers will pay for delivery, once item has been received by us we will refund standard Royal Mail shipping costs. Please email firstname.lastname@example.org to arrange your refund.
The goods are your responsibility until they reach our studio, so make sure it’s packed up properly and can’t get damaged on its way back!
In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
We recommend you obtain proof of postage. Our returns address is:
4 Tiberius Avenue
Any more questions? Email us at email@example.com and we will be happy to help.