You will be able to find questions and answers to most of our frequently asked questions, which have been categorised for your convenience. If you can't find the answer to any of your questions then you can send a message (found in Contact Us).
Making an Order | Payment Information |
Product information | |
Delivery Information | |
Your order | |
Returns and Exchanges | |
International Deliveries | |
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Making an Order
Do I need to create an account?
By creating an account you provide us with information that we need to process your order and that will allow us to verify your identity, which we need to do to protect you and combat fraud.
You will also benefit by being the first to hear of special offers and promotions as well as being able to make use of Track Order and My Account functionality.
Do I have to order online?
Yes. We operate a fully automated ordering and payment process. This provides the most secure, error free and efficient method of ordering. We therefore only accept orders placed online.
Payment InformationWhen will I be charged?
When you reach the final billing page we will immediately contact your bank/card issuer for authorisation to take payment from your account.
If the payment is authorised, you will receive an email within a few minutes confirming your order, and payment will be taken from your account.
If payment is authorised but we have a query with your order, an email will be sent to you to advise you of the nature of the query. If we are unable to resolve the query after 5 working days a full refund will be issued back to your card.
If the payment is not authorised by your bank or card issuer, you will receive an instant notification on screen. If the card issuer is refusing your card there is nothing we are able to do as this is beyond our control. You will have to either try a different card or try again the next day.
Which cards do you accept?
We accept all major credit and debit cards. We also accept payments by PayPal..
Can I pay by any other method?
Unfortunately not. We only accept payment with the listed card operators.
What currency do you use?
All Payments are taken in UK Pound Sterling (GBP). If you are purchasing from outside the UK, the GBP price will be converted to your own currency by your bank/card operator.
Can I view prices in my own currency?
A ‘Change Currency’ facility is available in the left hand margin under the product categories. Click the currency ‘flag’ and it will display the equivalent guide price in the following currencies*
US Dollar (USD)
Euro (EUR)
*Please note that these exchange rates are based on the daily bank rate and may differ to the exchange rate that your credit card provider charges. If you want an exact conversion we recommend that you check the exchange rate with your credit card provider.
Product Information
I can't see my size - will you be getting anymore in?
Unfortunately, some sizes sell out quicker than others and we will not always be able to tell you if or when an item will be back in stock in your size. If the item is popular, we will often take repeat deliveries of the product, so sold out products could well appear again. We would advise you to keep checking the site to see if the item becomes available again.
I need more information about a product
If you need more information about a product, please feel free to email us Contact Us.
How do I get sizing information?
Detailed sizing information can be found for each item in the individual product pages under 'Product Measurements'. Links to European / US conversion charts can be found by the Size Guide on each Product.
Your OrderCan I change my order?
It may be possible to amend your order up to one hour after placing the initial order. We can make the following changes to your order:
· Dispatch name or address
· Add / remove items
· Cancellation of the order
Please send us a message Contact Us.
Can I cancel my order?
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Blue Banana, for a full refund. This does not apply to items that cannot be returned for hygiene reasons; these items are clearly marked within the product description. Order cancellations must be made in writing, quoting your order number, within 7 days to our Customer Services team. To cancel your order, please send us a message Contact Us. If your order still says ‘Pending’, it may be possible to cancel your order before it is dispatched. However, if your order has already been dispatched, you will need to return the order to us.
Please read the ‘Return or exchange an item’ section below.
Part of my order is missing
We pride ourselves on the speed and accuracy of our service but inevitably mistakes can happen. If you have received your order and an item is missing, please send us a message Contact Us quoting your order number and the missing item and we will investigate the matter further.
Returns & ExchangesI need to return an item
I need to exchange an item
I received a faulty / wrong item
How long will it take to refund me?
Can you confirm you’ve received my return?
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.
Please note that we usually process a refund or exchange within one working day of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Hopefully, you will receive any exchange item within 3 working days of us having received your return.
If it has been more than 3 working days since we received your return, please send us a message Contact Us.
When will I receive my exchange?
Please allow 3 working days from receipt by us of a return to allow for us to process the exchange and for it to be mailed to you. If for any reason we are out of stock of the item, we will email you about this.
Do I have to pay for postage on my exchange?
You will not be charged for delivery when we send the exchange item(s) back to you. We still send our exchanges fully insured via a courier on a next day service.
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility (unless you have received an incorrect or faulty item).
Please note: the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the full value of the goods.
Will you refund the delivery charge on returns?
Delivery charges (i.e. the cost you originally paid to have the order delivered to you) are only refundable if you have received an incorrect or faulty item or if the order is cancelled under the UK Distance Selling Regulations.
You have refunded me the wrong amount
Regrettably mistakes can happen. If you think you have been refunded the wrong amount, please contact our customer services team quoting your order number and the required refund amount.
Please note:
Delivery charges are non-refundable (unless you have received an incorrect or faulty item or if the order is cancelled under the UK Distance Selling Regulations), so you will generally be refunded the full value of the item(s) returned.
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
Delivery Information
How much is delivery?
Which courier company do you use?
We use Royal Mail for deliveries within the UK, to Europe and the Rest of the World.
Can I pick up my order from your warehouse?
Unfortunately, it is not possible to pick up orders from our warehouse.
When will I receive my item?
What if I am not in when my parcel is delivered (UK)?
Unfortunately parcels cannot be left, as a signature is required to confirm receipt of the parcel.
Royal Mail will generally attempt to deliver the parcel to you between 8am and 1pm Monday to Friday.
Can I get my parcel delivered to a different address?
Yes. You have the option to add a different delivery address when placing your order with us. Please note, for your protection, there may be a delay in dispatching an order to a different address, due to fraud prevention measures. You will be informed if this is the case.
Can someone else sign for my delivery?
Yes. Anyone at the specified delivery address can sign for the goods.
Is my parcel insured?
Yes. All parcels are sent using a service that insures the goods to their full value. If your parcel is lost and not delivered to you, we will issue a claim on your behalf. Once loss is confirmed by Royal Mail, we will refund you, or alternatively send you a replacement if available.
Can I track my parcel?
If you have not received your parcel when expected, please Contact Us. Please make sure you put your order number in the subject box and we will send you a tracking number that can be used on the Royal Mail website.
International Delivery InformationDo you deliver to my country?
Where we deliverDo I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
It’s been 2 weeks and my parcel still has not arrived?
In these cases, we generally find that the parcel is at your local sorting office of the main postal operator of your country. The parcel requires a signature on delivery. If you are out when the postal service call, they do not always leave a note in the door to say that a delivery has been attempted. We would advise that you call your local sorting office to see if the package is waiting to be collected.
The package may also be held in customs, which could add a delay on the delivery time.
