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  1. FREQUENTLY ASKED QUESTIONS
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FREQUENTLY ASKED QUESTIONS


GENERAL

  • INSTALL SECURITY SOFTWARE

Most threats come from malicious software or viruses so you need to ensure they are kept out like the cold. Make sure your computer is installed with antivirus and anti-spyware software and a firewall. Mmmm, fire.

  • GET UPDATES

Security Software manufacturers constantly respond to new threats. They do so with updates that iron out any bugs – so make sure and update regularly to keep your security software at its most effective.

  • PASSWORD PROTECTION

Use strong and smart passwords for log in. “Password” is not a great choice. Use upper and lower case characters (PaSsWoRd?), add numbers (P455w0Rd?) and special characters to your password. This will make it more difficult for others to guess. Regularly change your password and remember – always log out at the end of a session.

  • CHECK FOR THE PADLOCK ICON

It will appear in your internet browser when you start the secure payment process on our site. No padlock? No go.

  • DON’T SHARE PERSONAL INFORMATION

Banana fingers will never e-mail or call you to ask you to disclose or verify your www.bananafingers.co.uk/ password, credit card or bank account number. We’re too busy! If you are contacted or receive an unsolicited email asking you for any of this information, disregard the request and report the incident to our Customer Service team. They’ll handle it...

  • How can I contact Banana Fingers?

If your question is not covered in our FAQ section, please send us an email and we will get back to you as quickly as possible. Alternatively you can give us a call in UK at 0117 955 1313 (local rate in UK) or if calling international at +44 117 955 1313 (standard international call rate). Our phone lines are open Mon-Fri 9am - 5:30pm UK time.


BENEFITS

  • Where do I Sign up or Sign in?

Just click "My Account" at the top right-hand corner of the page. Add your email and password either as a new or returning customer and that's it, you're in! If you're experiencing any problems with your account feel free to get in touch with us by sending us an email


ORDERS

  • Can I pre-order an item that says 'out of stock'?

If the button says "pre-order" then yes, you can pre-order the item. It will be delivered as soon as we get the item in stock. If you place an item in your basket that is on pre-order, we will wait until all the items are in stock before shipping this out to you.

  • In store collection?

Due to the current situation all in-store collection is momentarily unavailable.

You can choose to pick up your order from our shop in Bristol. This is free of charge and will be available for collection immediately after your order is placed. All of our stock is kept in our Bristol warehouse. Our shop is open from 12 noon-5.30pm on weekdays and 10am-5pm on weekends. The address is Banana Fingers, Unit 8, Whitehall Trading Estate, Gerrish Avenue, Bristol, BS5 9DF, United Kingdom.

  • Can I amend or change my order?

In most cases you can, unless your order status is set to "completed". If you need to contact us, please see our contact details under "Contact Us".

  • There are items missing from my order, what do I do?

Contact us by email enquiries@bananafingers.co.uk or via our "Contact Us" page with your order number (unless we’ve notified you that one of the items has changed to ‘out of stock’ status).

  • Where can I find my order history or invoice?

If you’ve created an account with us, click "My Account" at the top right-hand corner of the page to sign in (if you haven’t already). You will now be able to view all of your purchases at Banana Fingers. To access further information about an order (e.g. billing information, delivery address, etc.), click the link “View order”, located under your order number on the right-hand side. You may have to select “View all orders” if your past orders are not displayed. If you don't have an account with us, contact us via email, quoting your order number, and we will get back to you with the information you have asked for.

  • I selected 'Store Pickup' as my delivery method. When can I collect my goods from your shop in Bristol?

Due to the current situation all in-store collection is momentarily unavailable.

We keep all our stock on site and so you can collect your order any time after you have placed it. We are open 12 til 5.30pm on a weekday. Please note that if the website indicated that one of your items was out-of-stock you will need to get in touch before collecting your order.

  • Can I purchase more than one pair of shoes and return the ones that I don't want?

Yes, we are happy for you to do this.


PRICE & PAYMENT

  • What is your pricing policy?

Glad you asked! For orders placed in the UK and in EU, prices include VAT (Value Added Tax) charged at the rate appropriate to the destination country of the order or at UK VAT rate (20%) in accordance with applicable VAT legislation and the terms of Brexit. VAT does not currently apply to orders that are shipped outside the EU or to tax-free areas, such as the Channel Islands. These areas will be priced and billed with VAT deducted. Please note that local tax and customs duty may apply, and that the importer is responsible for them. For full details please consult your local customs office. If you select a currency or a delivery country outside the UK and the EU, prices will be displayed VAT-free. You can find out how much import duties are with this great free calculator here. Whilst we do our best to ensure prices are up to date and correct, errors may occur and in this case we'll contact you before your order is shipped. (Still glad you asked?!)

  • What payment methods can I use at Banana Fingers?

You can pay by either credit or debit card, Paypal, or via bank transfer. We use Braintree, a Paypal Company and international payment platform used to process payments by both card and Paypal, so your information is completely safe with us. If you choose to pay via Bank transfer by selecting the payment option “IBAN Payment” during the checkout, you will then receive our bank account details in your order confirmation email. Please note that we must receive the payment to our bank account within 10 banking days after the purchase. Otherwise we will have to cancel your order. Important: To avoid any delay in the management of your order, please use your order number from your confirmation email as the reference for your bank transfer. Your bank may charge a transfer fee for this option. For international transfers, you are always charged a "cross border transfer" fee on top of the "purchase price". Your bank will be able to provide you with more information about this. If we do not receive the full amount of your purchase, your order will be delayed. Once the full amount has been received, your order will be processed. Depending on your bank the transfer could take between 5 to 10 working days before we are actually able to see your payment.

  • What currency can I use to pay for my order?

We accept €, NZ$, £, R$, KR, NOK, SEK and $. Just select your currency of choice below the "My account" button in the top-right corner of our site and shazam! Please note we are unable to accept payments in USD for orders outside the USA. If you'd like to pay in USD please make sure you are a US customer and that you provide us with a delivery address in the United States.

  • Do you charge sales tax on your orders?

Taxes (VAT) are included for orders delivered to countries inside the UK and EU. For USA, non-EU countries in Europe, and other international deliveries the VAT is either omitted or automatically subtracted during the checkout depending on the shipping country. Where available we aim to take advantage of existing treaties that allow hassle-fee import of products also to non-EU countries outside the UK. However, in most non-EU countries there will be Customs Clearance Fees depending on the country and the value of the order. These are charged by customs or the shipping service for processing the importation of your order.

  • Do you price match?

You bet we do. See our Price Match Guarantee page, Contact us via email.

  • My PayPal orders don't show on my account, what do I do?

Bummer! Please contact us via email.

  • Why has PayPal charged me more than what you stated?

We accept PayPal payments in GBP Sterling, Euro, US Dollar, Norwegian Krone, Swedish Krona and Swiss Francs. For other countries and currencies we show exchange rates based on the Bank of England rate. If you purchase through PayPal they'll apply their own exchange rates and you may see a slight difference in the amount you pay. PayPal exchange rates are fully explained in their terms and conditions.

  • My voucher / coupon code is not working. What do I do?

Oh snap! that’s not normal. Please contact us via email.


DELIVERY & SHIPPING

  • How can I find my tracking number?

Once your order is completed and on your way an email will be sent with your tracking information, incase this one is not received please check your "My Account" at the top right-hand corner of the page to sign in (if you haven’t already). Click again on your name, then select “Orders History” from the drop-down menu. You will now be able to view your tracking under the order '' View Order ''.

  • How do I get free shipping?

All orders over £60, 70€, 680 SEK, 100 USD or 100 CAD come with free shipping to the UK, EU and the USA. So all you need to do is spend £60, 70€, 680 SEK, 100 USD or 100 CAD or more and you’ll get your gear at absolutely no extra cost. How awesome is that? Thresholds vary for the different currencies we sell in, so check out our currency conversion chart on the shipping page to find out more.

  • Royal Mail tracked standard?

If the total value of your order is over £60 shipping by Royal Mail Tracked Standard (2 to 3 days) is free. For smaller orders it costs £4.00

  • Royal Mail tracked next day

The Royal Mail Tracked Next day delivery service is available for £4.99 (orders under £60) or £2.50 (orders over £60) or free (orders over £120). If your order weighs over 15 kg a 24Hr courier service will be used. We will ensure that your order is dispatched the same day so long as it is received on a working day (mon-fri excluding public holidays) before 2pm.

  • EU Shipping

To calculate European shipping costs we divide orders into two categories, light and heavy. You can place as many 'light' items in your cart as you like (this includes shoes, harnesses, clothing, hardware etc) and we will still consider your order 'light'. However if you place a rope or hangboard in your cart it will be considered 'heavy'.

  • Royal Mai international tracked

This service costs £7.99 or free (orders over £80) and is only available for light orders. If you choose this service and your order weighs over 2kg we will automatically upgrade you to DHL Express. (All orders over £80 are shipped free of charge to Europe) The estimated delivery time for this service is 3-5 working days. Your order will be passed on to the domestic post service in your country. In busy periods this service can take longer than estimated. Please note that when there are delays there is no way for us to speed up delivery. For this reason, if it is critical that you receive your order quickly we suggest opting for DHL.

  • DHL Express EU

This is a next day delivery service to most parts of Europe. Delivery may take an extra day to some areas. Please note that for same day despatch by DHL Express we need to receive your order by 12 noon. Light Orders £15.00 Heavy Orders £22.00

More DHL Express delivery time information "here"

  • International Shipping

To calculate International shipping costs (all countries outside Europe) we divide orders into three categories, light, heavy and very heavy. You can place as many 'light' items in your cart as you like (this includes shoes, harnesses, clothing, hardware etc) and we will still consider your order 'light'. However if you place a rope or hangboard in your cart it will be considered 'heavy'. If you place multiple heavy items in your cart your order will be classed as 'very heavy'. We suggest contacting us for a more accurate shipping quote if your order falls into this category.

Please note: You are responsible for any import duties or handling fees which may apply in your country. If any fees are applied and you refuse delivery then the cost of getting the package returned to us will be deducted from your refund

  • Royal Mai Iinternational tracked

This service costs £12.00 and is only available for light orders. If you choose this service and your order weighs over 2kg we will automatically upgrade you to DHL Express. The estimated delivery time for this service is 5-7 working days. Your order will be passed on to the domestic post service in your country. In busy periods this service can take longer than estimated. Please note that when there are delays there is no way for us to speed up delivery. For this reason, if it is critical that you receive your order quickly we suggest opting for DHL.

  • DHL Epress Worldwide

DHL describe this as a next day delivery service 'wherever possible'. Deliveries to certain time-zones or very remote areas may take slightly longer. Please note that for same day despatch by DHL Express we need to receive your order by 12 noon. Light Orders £20.00 Heavy Orders £50.00 Very Heavy Orders £120.00

More DHL Express delivery time information "here"

Please note: DHL do not ship to Russia. We can only send orders to Russia using Royal Mail which has a 2KG weight limit meaning that larger orders will have to be split into multiple packages. We will always be in contact with you first before making any changes to the shipping of your order. If you have placed an order to Russia with DHL shipping selected, do not panic, we will be in touch very soon.

Update: We are no longer able to send Five Ten or Patagonia to destinations outside the EU. If your order includes a Five Ten or Patagonia product we will get in touch to suggest possible alternatives before shipping your order.

  • Where is my order shipped from?

We ship all of our orders from our warehouse based in Bristol UK.

  • Why do my purchases sometimes arrive in boxes, sometimes in Jiffys and sometimes in bags?

We always try to pack orders in the best fitting packaging possible. Depending on the item(s) this may mean one of our Jiffy bags, one of our boxes or one of our plastic bags. We do this for three reasons: the best-fit packaging is usually the most cost-effective and helps us keep our packaging and our courier costs down so we can continue to provide you with the most competitive prices around. With smaller packages there is a better chance that your order will fit through your letter box, avoiding delayed deliveries and repeated delivery attempts. Smaller and more compact parcels take up less space on planes, trains and automobiles so it’s better for the environment. Win-win!

  • Can I change my delivery address after my order has gone through?

We will send you an email when your order has been dispatched. If you'd like to change your delivery address before you receive this email, get in touch with us at email.

If your order has already been dispatched and you'd like to change the delivery address, it's best to contact the shipping provider directly. You will need your tracking number, which can be found in your dispatch email (check your spam folder if you can't find it).

  • I haven't received my order and it's after the scheduled delivery date, what should I do?

First check the status of your delivery on the shipping provider website, as it might just be unexpectedly held up. Your tracking number can be found in your dispatch confirmation email (check your spam folder if you can't find it).

  • I received the wrong item or a damage parcel. What should I do?

If you have received a wrong or incorrect item, please contact us within 30 calendar days, and we will happily arrange a return for you. Send an email to email explaining the situation, and we will get back to you as soon as possible with your returns label.

In the event that you receive your parcel and find the package to be damaged or in an unacceptable condition, please refuse it. It will then be sent straight back to us. If you accept the parcel, you will be responsible for it, and no claim can be made.

Please don't post an item before we have provided you with a returns label! We won't be able to properly process your refund without this.


RETURNS

  • How do I return or exchange an order?

If you wish to return or exchange an item ordered from our Shop, please go to our "Returns" Page first for detailed information on how to do so. You can also talk to us via email. Exchanges from a Non-EU country in Europe and other international deliveries may be subjected to Customs Clearance Fees again depending on the country and the value of the order.

  • How do I return from International country?

Please make sure to check the box '' return merchandise '' on the post office document when sending your parcel back and enter the minimum value for the products as we will be unable to paid import tax in our end.

  • How do I return or exchange if I checkout as a guest?

Very simple! Please visit our "Returns" page first for detailed information on how to do so. You can also contact us by email.

  • My refund has not shown up in my bank account, what do I do?

If we have let you know that we've refunded you, don't worry - it's on its way! If you paid by PayPal your funds will have been refunded to your PayPal account. We aim to have all returns processed within 3 days of receiving them.

  • Did you receive my return?

You will receive an email confirmation as soon your return is processed by our logistic.

  • How long do refunds take?

We aim to have all returns processed within 3 days of receiving them.

  • Can I return my order directly at the warehouse?

Yes, you are allowed to drop off returns inside our side door or under the main warehouse shutters. You of course need to include the packing slip or claims form. Please bear in mind to keep 2m distance from all staff.


WARRANTY

  • How do I know if my product has a warranty?

If your new item has a warranty, basic information can usually be found on the tags or somewhere in the original packaging. However, it’s also important to check the manufacturer’s website for the full details.

  • How long do warranties last for?

Depending on the manufacturer, warranties can last any time from a few weeks to the lifetime of the product. When you buy a product, make sure you check the individual warranty length, and keep your order confirmation so you know when it’s valid from.

  • What does a warranty cover?

A warranty covers any unexpected damage or fault that can be put down to manufacturing mistakes, or don’t meet the brand’s advertised standards. This can include anything from seams coming apart to malfunctions in technical equipment.

  • Does my warranty cover accidental damage?

Warranties do not normally cover accidental damage, loss or damage due to improper care. For more details on this issue view our warranty page, and if you’re still not sure, don’t hesitate to get in touch with us via our Contact Us page. It’s also a good idea to check the manufacturer’s website for their warranty terms and conditions. You can also talk to us via email if you not sure about it.

  • How do I start the warranty process?

Send an email to with your order number, explaining what the problem is (don’t forget to include some pictures) and we will communicate with the manufacturer on your behalf to verify whether or not your item is valid for warranty. The manufacturer always has the final decision. If your item is approved for warranty, fill out a warranty form and send it back to us so we can provide you with a replacement or refund. Have a look at our warranty terms and conditions for more details.

  • Is there anything I need to provide?

To start the warranty process, you will always need to provide proof of purchase. This can be your order number or confirmation email. You may also be required to send photos or videos of your faulty item.

  • How long does it take to warranty an item?

We will sort your warranty as fast as possible, but the whole process usually takes around six to eight weeks. For more information, have a look at our warranty page, and if you have any questions get in touch with us via our Contact Us page

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