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Saturday, October 19, 2019

FAQ: Frequently Asked Questions

 

 

We aim to provide you with some quick and easy answers to questions you may have with regards to BumbeBeeBaby.net and our brands. We will update our FAQ on a regular basis, as and when required. If you cannot find an answer to a question you may have, please feel free to contact us and we will get back to you as soon as possible.

 

 FAQ Quick Links:

 


1. General

 1.1 Technical & Account Registration

Q: Who do I contact when I need personal assistance with my order?

A: You are welcome to contact us – We encourage you to fully and accurately complete our contact form (with all relevant details pertaining to your inquiry including, product type(s), size(s), colour(s), the full delivery address and contact details for special delivery quotations etc.). We will either call you back for urgent inquires or reply via e-mail for general inquiries. For urgent inquires you can also call us on (+44) 207 307 5949 [UK] or (+27) 82 334 7753 [SA]. Our customer Service exists to assist you with your order or any other enquiries you may have.

 

Q: I want to set up a new online account. How do I do this?

A: Create an account with BumbleBeebBaby.net now; it will take no more than a couple of seconds! In order to purchase any of our products, users can quickly and easily set up an online account where they will be guided step-by-step through our simple registration process.  There are a number of places to register or access your account - Please refer to the loginor my accountlinks (located in the website header). You can register by either clicking the Register link found in the website header or the link (button) found on the web page once you have clicked on the loginor my account link (s). On registration, you will be requested to provide basic contact details and set up an online password - Registration should now be complete. You will receive a confirmation e-mail to the address you registered with.

 

Q: I want to update the details of My Account. How would I go about doing this?

A: Click on the my account link located in the website header. Login and you will then be directed to your account profile. Scroll down to find your account information. Click ‘edit’ next to ‘contact information’, then change your details as needed, followed by clicking on the ‘save’ button to ensure your details are changed. You can also manage your address book and unsubscribe / subscribe to our newsletter in this section.

 

Q: What should I do when I am finding it difficult to order from your website?

A: Bumble Bee Baby’s website works best with the latest versions of Internet Explorer (IE), Mozilla Firefox, Google Chrome, Opera and Safari. Customers should make sure that they make use of the correct and up-to-date browser version when using our website. If you are still experiencing difficulties, then please contact us.

 

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1.2 Brands & Stock

Q: Where can I find the sizing chart?

A: All of our products are in UK and South African sizing. All sizing charts/ guidelines can be found in the relevant product profile pages (See ‘Additional Information’ Tab for further details).

 

Q: How do I know if an item I want is available and what do I do when the item I want is out of stock?

A: We make a point to keep up with the latest customer demands and therefore maintain our stock levels to match those items that are most popular.  Stock availability (per region) can be found within the ‘Additional Information’ tab located on the individual product pages. Should you have any further enquiries, please feel free to contact us - we will try to source suitable alternatives should specific products be discontinued.

 

Q: Do you place items on back order?

A: Yes, items can be placed on backorder. You should be able to add items that are available on back order to your shopping cart (basket) and process your order accordingly. Should your preferred item be ‘out of stock’ and not available on back order, please contact us for further assistance.

 

Q: Will I be allowed to place an item on hold?

A: Unfortunately this is not an available option.

 

Q: Will I be able to order an item(s) that is not stocked in the region that I reside?

A: Yes, should you wish to purchase a good(s) that are not stocked in your region, please contact us – We encourage you to fully and accurately complete our contact form (with all relevant details pertaining to your inquiry including, product type(s), size(s), colour(s), the full delivery address and contact details for special delivery quotations etc.). We will either call you back for urgent inquires or reply via e-mail for general inquiries. For urgent inquires you can also call us on (+44) 207 307 5949 [UK] or (+27) 82 334 7753 [SA]. Please keep in mind that all applicable charges (shipping, customs rates, duties etc.) will be for your account.

 

Q: How do I know if you carry a certain brand?

A: All you have to do is find the ‘Brand’ button in the main tool bar or enter the name of the brand in the search toolbar for a quick search – You can also use our ‘Advanced Search’ facility. Search results will present you with the available items from that brand. Alternatively, refer to the ‘shop by brand’ button located near the bottom of the homepage for our selected brands.


Q: When can I expect new products to be listed on your website?

A: Our website is constantly updated with the arrival of new stock. We update our product range as new lines/ brands are released that are in line with our product standards & criteria. Keep a close eye on our New Arrivals banner on the homepage.

 

Q: I want to provide feedback about a product. How do I do this?

A: We welcome any feedback our customers can give us. Please direct any comments from our contact us form or you can place a review on a product by going to the product's page and adding your comments – You may need to login to your account in order to leave a comment/ review. Comments may be set for review by the website administrator in order for all parties hereto to respond accordingly prior to being officially posted on our website.

 

Q: Do you offer a warranty on your products?

A: Where applicable, all warranty details can be found on the product pages under the ‘Additional Information’ tab. Please keep receipt of your purchase for warranty claims.

 

Q: Is there a way for me to view the product before I purchase it?

A: As Bumble Bee Baby is an online store, there is unfortunately no physical store customers can visit, and for safety reasons we do not let customers into our stock rooms. Should you have any queries regarding our products you can contact us.

 

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1.3 Payment

Q: How can I pay?

A: Bumble Bee Baby offers you the following payment methods:

  • EFT (Electronic Fund Transfer)/ Bank Deposit; Credit Card

 

Q: How safe is it to use my credit card on your site?

A: At Bumble Bee Baby we make sure that credit card transactions take place in a safe environment. All online transactions from our website are handled by a professional and authorised third party gateway service provider. BumbleBeeBaby.net also provides 128-bit SSL security encryption certification issued by Symantec, with 256-bit Encryption. We also do not retain your card information once the transaction has been finalised.

 

Q: What do I do when my credit card details are not accepted?

A: The first step is to check with your bank to rule out any problems that may be occurring on that side. If you still experience difficulties thereafter, contact us, and they will alert our IT team to investigate and correct any potential problems.


Q: How do I use my store credit?

A: When you are issued store credit, you will have received a voucher number. Please type this voucher number into the allocated field upon checkout to have the credit amount deducted from your retail price.


Q: How do I know if my order has gone through?

A: Successful transactions are followed by a confirmation email that is sent to your registered email address, which includes an order tracking number (PO Number). Should you not receive such an email, then you should check your online user account and if it is apparent that your order has not left your shopping cart and that there is no associated PO hereto, then try processing your order again. Should you still experience problems, contact us as soon as possible to confirm your order. For urgent inquires you can also call us on (+44) 207 307 5949 [UK] or (+27) 82 334 7753 [SA].

 

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1.4 Pricing

Q: Are your prices in South African Rand (ZAR) or Great British Pounds (GBP)?

A: All pricing is available in both South African Rand and Great British Pounds; please select your preferred currency, as per the ‘currency switcher’ found in our website header.

 

Q: Do you match prices if I see an item on sale elsewhere?

A: No, we do not match, but we do our best to ensure we have competitive prices.

 

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1.5 Store Credit

Q: How do I get store credit?

A: When a customer decides to return an item or items, they will receive store credit. This can then be used for future purchases at BumbleBeeBaby.net. Store credit will be received only once the returned items have been processed by Quality Control. To qualify for store credit, items must be returned unworn/ unused and in the original packaging.

 

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1.6 Privacy & Security

Q: How do I know if it’s safe to shop with Bumble Bee Baby?

A: We work hard to ensure that your details stay safe and secure. Your privacy is of the utmost importance to us. If you want to know more on how we ensure your privacy, please refer to our Privacy Policy.


Q: Do you keep my credit card details?

A: We do not store your credit card details - All online transactions from our website are handled by a professional and authorised third party gateway service provider.


Q: Will my information be sold to third parties?

A: Your information will not be sold or passed on to any third parties.  Bumble Be Baby rightfully protects your information. Read more on how we protect your details by referring to the Bumble Bee Baby Privacy Policy.

 

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1.7 Order Status

Q: What is the status of my order?

A: Please login to you user account to check your order status. If you have any difficulties with this process, please do not hesitate to contact us.

 

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2. Shipping/ Delivery & Returns

2.1 Shipping/ Delivery

Q: How long does it take for delivery?

A: Our delivery times are normally 1-3 (possibly up to 5+) working days for main city centres and 1-5+ working days for outlying areas for regional deliveries. Bumble Bee Baby wants to deliver on time, as promised. However, things happen and so we are unable to guarantee that all orders will be delivered within the stipulated time frame. Should you have any concerns, please check your delivery status, as per the information provided to you on dispatch (i.e. shipping/ delivery email with the relevant contact details, tracking number(s) and links to check your order status) or feel free to contact us if this does not provide a clear indication.

 

Q: Can my parcel be delivered to an address that is not my billing address?

A: Yes, you must enter the address along with your full name/ recipients name upon checkout.


Q: What is the postage & handling charge on orders?

A: Delivery and/ or handling charges will be advised at the time of check out. If your order is of a non-standard nature, we will contact you will the applicable charges pertaining to your specific order. International orders are not necessarily catered for and we will be in contact if an International order has been submitted for processing. Please note for International deliveries all applicable charges (shipping, customs rates, duties etc.) will be for your account.

 

Q: My items haven't arrived yet. What can I do?

A: Please allow at least 10 business days for your order to arrive. You are able to track the status of your order using the tracking details sent to you via email on dispatch of your order or as per the details on your online user account, under orders/ shipments/ deliveries. If you have any concerns, please do not hesitate to contact us.

 

Q: What if I am not home at the time of a Courier delivery (Door-to-door deliveries only)?

A: As soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way to your door with all required tracking details (i.e. courier’s contact details, tracking number(s), status tracking links etc.), which in turn can also be found on your online user account. If we are unable to meet the estimated delivery date, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we will leave a card or will be in contact giving you instructions on either re-delivery or collection from the courier.

 

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2.2 Returns & Exchanges

Q: How do I return my purchase? 

A: If you wish to return goods to Bumble Bee Baby, please contact us to make the appropriate arrangements. No goods may be returned to us without the prior agreement in writing from Bumble Bee Baby.


Q: How long do I have to return my purchase?

A: Bumble Bee Baby will accept returns within 7 working days after the item(s) have been received. Please note that all returns will need to be sent to the return address as stated in your invoice (your distribution region, unless it was on ‘International dispatch’). All shipping costs will be for the customer’s account.



Q: How long will it take for my item to be processed once I have returned it?

A: Once Bumble Bee Baby has received the returned item(s), the request will be processed within 7 days. Please note, where applicable, refunds will be processed within 30 days. Upon receipt of the returned Goods, the price of the Goods, as paid by you, will be refunded to you through the payment method used by you when purchasing the goods. For further details, please see our terms and conditions.

 

Q: Are there any shipping charges should I decide to return an item?

A: All shipping costs pertaining to the return of goods will be for the customer’s account. More details can be found in our delivery and returns policy or refer to our terms and conditions for further details.

 

Q: Do you refund or exchange if I have chosen the wrong size/colour/style? 

 A: Yes, if you would like to exchange your item for a different colour, size or model or simply cancel your initial order and order a new product, the returned item will need to be sent to the return address as stated on your invoice (your distribution region, unless it was on ‘International dispatch’).  If you receive item(s), which do no match those that you ordered, (unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options), you should contact us within 7 working days from delivery to arrange collection and return.

Bumble Bee Baby is not responsible for paying delivery/ shipment costs.  You will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the item(s). Refunds will be process within 30 days and replacements will be issued upon our receipt of the returned item(s).

 

Q: Do I get a refund if I don’t approve of the product after I have received it?

A: We make sure that all of our products on the website come with a highly accurate description and image, so as to avoid confusion. If you are still not satisfied with the item you have received, you may return it, unworn/unused, to Bumble Bee Baby within 7 working days after receiving the items(s). The item must be returned in its original packaging. You will have the choice of returning your product for store credit (credit note) or exchanging it for another product.

 

Q: What if the item I bought is defective?

A: Bumble Bee Baby ensures that all products are of high quality when they are shipped to customers. Should it happen that your item is defective, you can send it back to us, please ensure you contact us prior to returning any goods. The time period for such a return is the same as any other return – 7 working days after the item was received. A replacement item will be sent to you accordingly. Should it happen that we are out of stock, you will be contacted by Customer Service and you will be provided with store credit (credit note).

 

Q: What is your shipping and returns policies? 

A: View our delivery and returns policies or our terms and conditions for full details.

 

Q: What happens if I need to return an item, but I do not have the original packaging? 

A: Packaging is necessary when the customer has changed their mind about the product, or would like to exchange that product for a different style or size. When the original packaging is no longer available, the customer must provide proof of purchase. Used products will not be refunded unless a legitimate manufacturing defect is evident and/or the product is still within its warranty period – This is at management’s discretion. See warranties as per product profiles.

 

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