1. Returns & Exchanges
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Returns & Exchanges


Bought something but it didn’t fit, wasn’t what you expected or simply changed your mind?

Don’t worry! Send it back for any reason, within 100 calendar days of the order's arrival and we'll exchange or refund it.


Cancelling or altering an order before it has been dispatched?

Due to our quick turn over of orders, we are unlikely to be able to amend or cancel orders before they are dispatched. For urgent order changes, please EMAIL our team..

Note: Any orders placed after 2pm on Friday and over the weekend, we cannot cancel or alter in anyway.

Please note the exchange process is only for if you have received a product that does not fit and you would like to send it back for another size or colour. If you have ordered the incorrect size and you would like this changed before dispatch, please email Contact us

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How to return a product?
The 4 steps of a return

1. Fill out the form
To return an item, please fill out the RETURN FORM fill out the section with your 6 digit order number and your email address which is included with every order then select the product you like to return. It will allow us to process your return as quickly as possible.

2. Pack the goods
Please make sure to return everything unused, as new with original labels/tags and with all original packing undamaged or unaltered.
Please do not apply tape directly on the shoebox, instead, return in a plastic bag or outer box. We recommend using additional packaging to ensure the item is not damaged during transport. If the product, including its packaging, is not returned in a suitable condition, we reserve the right to refuse the return.

3. Send the goods
You are responsible for the cost of all returns to our warehouse in the UK including any customs tax or duty during the import, unless restricted by mandatory consumer law (e.g. if you have received the wrong product). And in order to avoid customs duties on returns please mark all returns made from a NON-EU country clearly as '' RETURN GOODS''. Our returns address is:

Banana Fingers
Unit 8, Whitehall Trading Estate
Gerrish Avenue
Bristol
BS5 9DF
United Kingdom

We're unable to pay or reimburse import taxes or duties in case any are nevertheless levied, so please follow the above instructions carefully.

To UK customer ONLY, we are now offering a Royal Mail return service at a preferred rate to UK customers, and we will deduct this fee of £5.99 from your refund.
Please make sure to fill our RETURN FORM before requesting your return label. Once your claim for is completed you can then download & print a BananaFingers return label HERE

You don't have a printer? don't worry! Royal Mail can print the postage label for you. Once you have received the QR code, you can take your parcel to your Royal Mail Customer Service Point (CSP), usually located at the local Delivery Office. They will scan your QR code, print the label, which they can then fix to the parcel and drop off while you there*. There’s no additional charge once you’ve paid for the postage.

(Please note that we cannot offer this service for the Channel Islands, Isle of Man.) PLEASE BE AWARE THIS SERVICE CAN BE USED FOR RETURNS ONLY, ALL EXCHANGES WILL BE REFUNDED.

When using the Royal Mail return service please note that additional return costs may apply for oversized and/or overweight packages. Such additional costs must be paid for by the return sender when initiating the return process. These excess costs will not be refunded by us.

4. You'll get your money back
As soon as we have received the goods, our warehouse team will check and process the return. Once processing is complete, we will notify you via e-mail. Then we will issue the refund using the same payment method you used when you placed the order. Please allow 7-10 days from receipt of a return for us to process it and issue your refund.

How to exchange a product?

The 3 steps of a exchange

1. Fill out the claim form
UK and EU customers, to exchange a product, please fill out the RETURN FORM fill out the section with your 6 digit order number and your email address which is included with every order then select the product and size you like to exchange. It will allow us to process your exchange as quickly as possible.

2. Pack the goods
Please make sure to return everything unused, as new with original labels/tags and with all original packing undamaged or unaltered.
Please do not apply tape directly on the shoebox, instead return in a plastic bag or outer box. We recommend using additional packaging to ensure the item is not damaged during transport. If the product, including its packaging, is not returned in a suitable condition, we reserve the right to refuse the return.

3. Send the goods
You are responsible for the cost of all returns to our warehouse in the UK including any customs tax or duty during the import, unless restricted by mandatory consumer law (e.g. if you have received the wrong product). And in order to avoid customs duties on returns please mark all returns made from a NON-EU country clearly as '' RETURN GOODS''. Our returns address is:

Banana Fingers
Unit 8, Whitehall Trading Estate
Gerrish Avenue
Bristol
BS5 9DF
United Kingdom

We're unable to pay or reimburse import taxes or duties in case any are nevertheless levied, so please follow the above instructions carefully.

4. Email notification
You will get an email once your exchange has been dispatched or we will refund you if the item is out of stock. Incase of a refund please allow 7-10 days from receipt of a return for us to process it and issue your refund.

We are really sorry but all international orders cannot be exchanged but only returned at the moment we recommend you to place a new order directly.

Can I return my product to the warehouse?
The 2 steps of a return

From the 12th April 2021, if you are local to our Warehouse in Bristol, you will be able to drop any returns off directly to the warehouse. If you could come to the Click & Collect window located by the large shutters, a member of our team will collect it from you. Social distancing and face masks (unless medically exempt) will also be required at all times including while waiting to be served.

1. Fill out the form
To return an item, please fill out the RETURN FORM fill out the section with your 6 digit order number and your email address which is included with every order. It will allow us to process your returns as quickly as possible.

2. Pack the goods
Please make sure to return everything unused, as new with original labels/tags and with all original packing undamaged or unaltered.
Please do not apply tape directly on the shoebox, instead return in a plastic bag or outer box.

Please bear in mind we cannot do exchanges on site, and we will process the return in turn with the others, and we will then post the shoes out to you, or you can collect them once the return has been processed.

How to claim a warranty?
When requesting to return a product under a warranty claim, please send us these three things:
Order or invoice number
The following pictures to assist with the claim:
- a picture that clearly shows the fault
- a picture of the top/front of the product
- a picture that shows the bottom/back of the product
- a picture of the sizing label
- (shoes only) a picture of the tip of each shoe.
A short description of the fault

Transport damage
Please make sure you check your delivery immediately upon receipt for completeness and possible damage. It is best to note any deficiencies in writing to the delivery provider upon receipt.
The next step is to EMAIL our team about the damage so that we can immediately organise a refund or replacement. Omitting to file a complaint or getting in contact with us will in no way infringe upon your statutory warranty rights. It does however greatly help us to file our own claims against the logistics provider or the cargo insurance.
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