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Note: Prices are calculated using an exchange rate of £1.00 : £1.00 and are approximate only. The final price is fixed and will be charged in £.

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FAQs


What do I do if I forget my password?

If you have forgotten your password you can request a new one to be sent to you. Simply go to the Sign In / Register page and click on "Forgot your password?"

Why do I need a new password?

As from November 1st 2012, we launched our new website, we will normally have transferred your main details over to the new website. However, the additional security rules of our new website mean that you will have to generate a new password. If you have registered before this, for additional security rules we would need a new password. All your other details will have been transferred over automatically.

Do I need to have cookies enabled?

In order to get the most out of this site you must have JavaScript and Cookies enabled on your web browser. Please refer to your browser help for guidance on how to check this.

General Order Queries

Can I place an order by telephone?

Yes, please call our telephone order line on 0330 026 2728 or 0044 1924 843573 from outside the UK.

Our hours of opening are 8am until 8pm Monday - Saturday and 9am until 6pm Sundays (UK Time).

or alternatively contact us via shop@bonmarche.co.uk

How much is the postage and packaging for my online order?

Standard UK delivery is made by Royal Mail 2nd class packet post. The charge made for postage and packaging for this service is £2.99.

Next day express delivery costs £3.99 and is delivered by courier and will usually be delivered within the next working day (if ordered before 1pm).

We also offer delivery to some international destinations.

What is the difference between Express delivery and Standard delivery?

Next day express delivery costs £3.99 and is delivered by Royal Mail 1st Class Packet Post and will usually be delivered the next working day (if ordered before 1pm).

Standard Delivery costs £2.99 and is delivered by Royal Mail 2nd Class and will usually be delivered within 3 working days (if ordered before 1pm).

Can I order and have my goods delivered to an alternative address?

Yes, you may have your goods delivered to an address other than your billing address, however if this is your first order and the order exceeds £100 in value, we will only be able to deliver to your card billing address for security reasons.

For subsequent orders you will be able to deliver to an alternative address. Please refer to the online terms and conditions for full details.

Can I order online and have the product delivered abroad?

Yes, please refer to our International FAQs or our see our International Deliveries Page for full details.

Can I cancel or amend my order once it has been made?

Once an order has been placed and confirmed, it is immediately transmitted to our processing team, therefore cannot be stopped or amended.

You are within your rights to cancel an order with 7days by notifying us in writing. In this case, all goods must be returned in their original condition. Your total costs, including postage and packaging, will be refunded once we have received your returned order.

What do I do if I do not receive a confirmation of my order?

Please contact Customer Services on 0330 026 2728 and they will be pleased to investigate. Our hours of opening are 8.00 a.m. until 8.00 p.m. Monday - Saturday and 9.00 a.m. until 6.00 p.m. Sundays (UK Time).

What do I do if my order has not arrived in the timescales stated?

Please check with your local Royal Mail delivery office and any neighbours to ensure that the parcel is not with them. If you have chosen express delivery please contact Customer Services on Bonmarché or 0330 026 2728 and they will be pleased to investigate. Our hours of opening are 8.00 a.m. until 8.00 p.m. Monday - Saturday and 9.00 a.m. until 6.00 p.m. Sundays (UK Time).

If it is not and you still haven’t received your order within 10 working days of your placing the order, please contact Customer Services for further guidance.

What do I do if I have an item is missing from my order?

Please contact Customer Services on 0330 026 2728 or shop@bonmarche.co.uk to report the missing item within 48 hours of receipt.

What do I do if I have an item is damaged or I have received the wrong item in my order?

If any of the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error and inform us on 0330 026 2728 or shop@bonmarche.co.uk within 48 hours of receipt.

Damaged or incorrectly supplied products must be returned to us within 14 days of the error/damage being notified to us in order for us to apply a full refund.

Can I purchase Bonmarche gift vouchers on line?

Gift vouchers are available to purchase online, however they can only be redeemed against purchases made in store. To order gift vouchers Click here.

I have seen an item advertised which I would like to purchase. How can I find out whether a store near me has the item in stock?

Item can be ordered online and delivered to store free of charge; please note that the product will need to be paid for at the time of the order.

Alternatively you can call Telephone Ordering on 0330 026 2728 who will be happy to advise you if the product is available in your chosen store.

All individual stores addresses and telephone numbers can be found in our Find a Store section. We recommend that you check with the store before making a journey for a specific item.

Please note that we are unable to transfer products between stores.

Paying for my order

How can I pay?

We accept most major credit/debit cards (Delta, Maestro, Mastercard, Solo, Visa, Visa Electron) or payment by PayPal.

What is a card security code (CSC)?

The CSC (or CVV2 number) on your credit/debit card is a security measure banks require for all transactions where cardholder is not present. Since the security code is listed on your card and not stored anywhere else, the only way to know the correct number is to physically have possession of the card itself.

Most credit/debit cards display the three digit code on the back of the card, after the card number in the signature strip. On American Express cards the security code is a four digit code and it appears on the front of the card in the top right corner.

If you cannot find your CSC please contact your card provider.

Where do I find my Maestro or Solo Issue Number?

When using a Switch card please enter the long payment number (the longest number displayed in the centre of the card, not the smaller account number at the base of the card).

An issue number is only required for a Switch card. If your Switch card has no issue number, like some Royal Bank of Scotland cards, then leave this field blank.

Should I save my payment details?

If you save your payment details it will make your Checkout process easier. Once your payment details are entered, your details will be stored in your account and you will not have to re-enter them again when you make your next order. You can also track your order status and order history.

Your password is unique to your email address and ensures that your account details remain secure. You can access your account information at any time to edit any of your account details.

Each time you return to this site, remember to sign in using your email and password.

Returns

Can I return goods purchased online to my local Bonmarche store?

Yes, an exchange or refund will be offered if items are returned to store within 28 days of receipt of the goods. The exception to this are any items bought as a Christmas gift can be returned to store up to and including 22 January 2014. They must be in their original condition with all tags attached, together with the delivery note. Please refer to the terms and conditions, or your delivery note for full details.

Delivery charges will be refunded ONLY if the full order is returned and the returns policy has been adhered to.

What is Bonmarche’s online returns policy?

Refunds are offered if items are returned to any of our stores or by post to the address detailed on the delivery note within 28 days of receipt of the goods. The exception to this are any items bought as a Christmas gift can be returned to store up to and including 22 January 2014. They must be in their original condition, with all tags attached and with the delivery note. Please refer to the terms and condition detailed online or your delivery note for full details.

In the interests of hygiene we regret that we cannot refund or exchange on pierced earrings, all other forms of jewellery can be returned in their original condition with the packaging intact. This does not affect your statutory rights.

If you wish to exchange an item purchased online this can only be actioned in store.

Delivery charges will be refunded ONLY if the full order is returned and the returns policy has been adhered to. We will not accept any items back without the delivery note (this does not affect your statuary rights).

What is the jewellery returns policy?

In the interest of hygiene we regret that we cannot refund or exchange on pierced earrings, all other forms of jewellery can be returned in their original condition with the packaging intact. This does not affect your statutory rights.

Can I receive a refund on a gift voucher?

Unfortunately you cannot receive a refund on gift vouchers.

What happens if an item becomes faulty that I have purchased online?

A faulty item can be returned by following the instructions on the back of the delivery note, on receipt we will inspect the returned item and if a fault has been confirmed a refund will be actioned. Please ensure your delivery note is enclosed.

Or alternatively you can return the item to a store with your delivery note for inspection and if a fault is confirmed a refund will be processed, providing that the delivery note is available.

International Orders

Which countries do you deliver to?

We deliver to most parts of Europe and to many other international countries; please refer to our Overseas Delivery Page for full details of which countries we deliver to.

How much do you charge for postage and packaging?

The cost of this service is £5.95 for the European Zone and will be delivered by Royal Mail Priority packet service and £7.95 for the rest of the world, details of the cost of postage will be detailed at checkout, prior to accepting the order.

Please refer to our Overseas Delivery Page for full details of charges for delivery to individual countries.

How long will my order take?

European Zone Delivery will usually be delivered within 7 working days.

Worldwide delivery will usually be delivered within 10 working days.

Please Note: Deliveries may take longer, depending on your country’s mail service and whether a parcel is retained in customs.

How do I return my unwanted items?

Please return items to the address detailed on the delivery note, ensuring that you enclose the delivery note as proof of purchase. Any goods returned will be at your cost unless in accordance with your legal rights.

Returns must be made within 14 working days of receipt, in their original condition, with all tags attached and your delivery note as your proof of purchase. The exception to this are any items bought as a Christmas gift can be returned to store up to and including 22 January 2014. If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service.

It is your responsibility to obtain and retain a proof of return in case of non receipt.

If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

When will I receive my refund?

Once the goods have been received and checked a credit to your debit/credit card will be actioned on your debit/credit card. If your full order has been returned you will be refunded for your original postage charge.

We aim to refund money within 7 days of reciept of the goods.

Who do I contact if I have a query ?

Please contact Customer Services on 0330 026 2728 or shop@bonmarche.co.uk. For international calls only please contact 0044 1924 843573. Hours of opening 8.30 a.m. - 5.30 p.m. Monday – Saturday.

Bonusclub

What is Bonus Club and what benefits do I receive?

The Bonus club scheme is a loyalty scheme, not a points or saving scheme. Benefits include exclusive discount mailings and offers that are sent to each customer based on their purchase history.

Other benefits include regular Bonus Day events and a Spend and Save scheme.

See more and sign up for Bonus club online.

How do I become a Bonus club member?

Simply complete a application form in store or see our Bonus club page online.

How do I change my name and/or contact details on my Bonus Card?

To change any personal details please contact Customer Services on 0330 026 2728.

Alternatively fill in the contact form by clicking here. Please provide us with your Bonus Card number and your old and new details to enable us to update your records.

What is the Spend and Save Scheme?

The Spend and Save scheme runs regularly throughout the year, simply pick up a collector card from store when the scheme is running and receive a stamp for every £5 spent. Collect 10 stamps before the end of the offer and receive £5 off your next purchase. See in store for terms and conditions.

The Spend and Save scheme is available to purchases made on line, however you will need to visit your nearest store with your invoice/delivery note to collect your spend and save stamps.

Completed spend and save cards cannot be redeemed online

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