FAQ

• 1/ IS IT POSSIBLE TO EXCHANGE OR RETURN AN ONLINE ORDER AT A RETAIL STORE?
  NO, ONLINE ORDERS CAN ONLY BE RETURNED VIA ONLINE. VISIT RETURNS & REFUNDS FOR MORE INFORMATION.
• 2/ IS DELIVERY OF AN ONLINE ORDER TO A STORE POSSIBLE?
  IT IS NOT POSSIBLE CURRENTLY, BUT YOU CAN CALL THE STORE TO SEE IF THEY HAVE IT IN STOCK. YOU CAN FIND EACH STORE’S CONTACT INFO HERE.
• 3/ HOW LONG DOES IT TAKE TO SHIP MY ORDER AFTER PREPARING IT?
  THERE CAN BE A PERIOD OF 24-48 HOURS BETWEEN THE TIME WHEN WE PREPARE YOUR ORDER AND WHEN IT IS SHIPPED OUT. THE ORDER PREPARATION TIME MAY BE EXTENDED TO ONE WEEK DURING SALES PERIODS. PLEASE EMAIL [email protected] FOR ANY ASSISTANCE.
• 4/ THE TRACKING NUMBER FOR MY ORDER IS NOT WORKING, WHAT SHOULD I DO?
  SOMETIMES YOU MAY HAVE TO WAIT A FEW HOURS FOR YOUR TRACKING NUMBER TO BECOME ACTIVE. IF YOU HAVE RECEIVED AN EMAIL WITH A TRACKING NUMBER WHICH DOES NOT WORK, PLEASE BE PATIENT AND WAIT AT LEAST 1 BUSINESS DAY BEFORE CONTACTING US ;)
• 5/ HOW LONG DO I HAVE TO WAIT FOR A REFUND?
  WE TRY TO PROCESS REFUNDS AS QUICKLY AS POSSIBLE. PLEASE GIVE US 2-3 BUSINESS DAYS TO PROCESS THE RETURN, AND THEN ANOTHER 5-8 BUSINESS DAYS FOR THE AMOUNT TO BE REISSUED TO YOUR CREDIT CARD OR BANK.
• 6/ ARE THE REFUND TERMS ALSO VALID DURING SALES?
  OUR REFUND TERMS DO NOT CHANGE, EVEN DURING SALES.
• 7/ DO I HAVE TO PAY THE SHIPPING COSTS TO SEND GOODS BACK FOR A RETURN?
  PLEASE NOTE THAT WE ALLOW RETURNS WITHIN 30 DAYS OF THE DELIVERY HOWEVER THE SHIPPING COST IS AT YOUR CHARGE.
• 8/ IF I DON’T HAVE ACCESS TO A PRINTER, HOW CAN I ATTACH THE RETURN NOTE TO MY ORDER?
  ONCE YOUR RETURN NOTE HAS BEEN VERIFIED ON YOUR CUSTOMER ACCOUNT, YOU CAN WRITE THE FOLLOWING INFORMATION ON PLAIN PAPER:

  • THE DATE
  • YOUR CONTACT DETAILS
  • YOUR RETURN NUMBER
• 9/ I CAN'T SEE THE ORDER THAT I MADE BY PHONE ON MY ONLINE ACCOUNT, IS THAT NORMAL?
  YES, ORDERS MADE BY PHONE DO NOT APPEAR ON YOUR BA&SH ACCOUNT.
• 10/ I'M LOOKING FOR AN ITEM FROM A PREVIOUS COLLECTION. WHERE CAN I FIND IT?
  IF YOU KNOW THE NAME OF THE ITEM, WE CAN EASILY CHECK IF IT IS STILL AVAILABLE. YOU CAN EMAIL OUR CUSTOMER SERVICE TEAM: [email protected] OR CALL ONE OF OUR STORES.
• 11/ CAN I GET A REFUND FOR MY E-GIFT CARD BOUGHT AS A GIFT?
  NO, ONCE PURCHASED E-GIFT CARDS CANNOT BE REFUNDED. ANY ITEMS RETURNED THAT HAVE BEEN PAID FOR USING THE GIFT CARD WILL BE REFUNDED IN CREDIT.
• 12/ WHAT IS REPACK ? HOW DOES IT WORK ?
  WE AT BA&SH BELIEVE THAT THE WORLD NEEDS BETTER SOLUTIONS TO SINGLE-USE PACKAGING. THAT'S WHY WE NOW OFFER AN ALTERNATIVE. IT'S CALLED REPACK, REUSABLE AND RETURNABLE DELIVERY PACKAGING. REPACK IS A SUPER SIMPLE SOLUTION TO AN EVER-GROWING PROBLEM OF PACKAGING TRASH. IT SIMPLY REDUCES TRASH AND SAVES UP TO 80% OF CO2 EMISSIONS COMPARED TO SINGLE-USE PACKAGING. LEARN MORE HERE.
• 13/ CAN I RETURN A PRODUCT WITH THE REPACK PACKAGING ?
  IF YOU WISH TO RETURN A PRODUCT, YOU CAN USE THE REPACK PACKAGING, BUT MAKE SURE THAT THE RETURN FLAP IS HIDDEN (JUST LIKE WHEN YOU RECEIVED YOUR PACKAGE). REPACK PACKAGING IS NOT REFUNDED IN THIS CASE.
• 14/ HOW TO RETURN AN EMPTY REPACK ? DO I HAVE TO PAY FOR IT ?
  ABSOLUTELY NOT ! RETURNING AN EMPTY REPACK IS ENTIRELY FREE ! IT IS VERY SIMPLE :

  • MAKE SURE YOU REMOVE YOUR DELIVERY ADDRESS SO IT DOES NOT COME BACK TO YOU.
  • FOLD IT AND SEAL IT WITH THE VELCRO (CHECK THE ILLUSTRATED INSTRUCTIONS ON THE PACKAGING).
  • MAKE SURE THE RETURN FLAP IS VISIBLE.
  • DROP IT IN A POSTBOX, ANYWHERE IN THE WORLD.
• 15/ IS THERE A TIME LIMIT FOR RETURNING THE REPACK PACKAGING ?
  YOU CAN RETURN IT WHENEVER YOU WANT. HOWEVER, THE QUICKER IT IS RETURNED, THE QUICKER IT CAN BE REUSED. THE MORE TIMES IT IS USED, THE MORE SUSTAINABLE IT BECOMES.
• 16/ WHAT IS KLARNA ? HOW DOES IT WORK ?
  KLARNA IS A PAYMENT PROVIDER THAT ALLOWS VARIOUS PAYMENT OPTIONS. THEY ARE A SWEDISH COMPANY THAT TAKES END-TO-END RESPONSIBILITY FOR YOUR PAYMENT. KLARNA IS THE LEADING GLOBAL PAYMENTS AND SHOPPING SERVICE, PROVIDING SMARTER AND MORE FLEXIBLE SHOPPING EXPERIENCES TO 90 MILLION ACTIVE CONSUMERS. LEARN MORE HERE.