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FAQ

How do I contact you?

If you have any questions with regards to an order, a product or if you have any general enquiries you can submit a request using the form here

Alternatively, you can email us directly at [email protected]

How long does it take to process my order?

We are a marketplace which means that we take orders on behalf of our independent sellers. All of our products are dispatched by the individual brands who form part of the bndle seller community. We aim to process all orders within a few days.

How long will it take to receive my order?

Delivery times vary, please see below:

There are 3 delivery options available:

  • Standard Delivery - 2 -3 business days
  • Express Delivery - 1 business day
  • Free Delivery - 3 - 5 business days

Our sellers will aim to process your order within 2 days from an order being placed.

Made to order products can have lead times from 3 - 28 days. Please check the seller’s policy featured in their shop storefront.

How much does delivery cost?

Shipping costs vary and are calculated at checkout. We are a marketplace which means that each of our independent sellers will be in charge of shipping and delivering your orders. Shipping costs will be determined directly by the seller, based on the size and quantity of goods purchased.

What shipping method do you use?

Our independent sellers will ship to you using their chosen logistics partner, please refer to the product listing page for further details.

How will I receive my items?

Each seller will prepare and ship your items to you directly, therefore, if purchasing from multiple sellers in a single order, it is likely that you will receive your order in several deliveries.

How do I cancel an order?

If for any reason you have changed your mind after placing your order, please submit a request using the link below:

Alternatively, you can email us directly at [email protected]

Our dedicated team will liaise with our seller partner to advise of the request and we will be in contact with a response.

How can I receive an order confirmation?

When you place an order on our marketplace, you will automatically receive an order confirmation to your registered email address.

If you can’t see this in your main email inbox, please check your junk folder in case it has been delivered there. It is also recommended to add in [email protected] to your email contacts, so future emails are visible and not routed to your junk folder.

You can also access a full list of your orders in the order history section, featured within the ’My Account’ page.

Click on the Order History section to view all details of your order and corresponding page. If you are still having issues, please contact us using our online form below:

Alternatively, please feel free to send us an email directly at [email protected] and our team will be happy to support you with your request.

I received a wrong order, what should I do?

If you have received a wrong or incomplete order please let us know as soon as possible. Please submit a request using our online form below:

Our support team will contact our seller partner and inform them of the issue. bndle will either offer a refund or our seller will send out a new order with the correct item.

We may require for the wrong item to be sent back to the seller's registered business address. If we request this, please fill in the returns label that was supplied in your original parcel and send the item back to the seller.

If you can’t find your returns label, you can always download it here:

You are welcome to email us directly at [email protected] , quoting your order number and details of the issue. We will resolve the issue for you as soon as possible.

My item has arrived faulty or damaged, what should I do?

Whilst our sellers put in a lot of effort into postage and packaging, sometimes accidents can happen whilst in transit.

If this happens, please submit a query using the form below:

Our support team will liaise with our seller partner and request for a replacement or refund to be processed.

In some cases, we may require photographic evidence of the damaged items. Please send these to [email protected] quoting your order number / issue and a member of our support team will be in contact with a response.

Please note that you have up to 14 days after the physical delivery of your order to report any damages. This will allow our sellers enough time to liaise with the couriers to process a claim.

What if there are items missing in my order?

Each of our independent sellers will prepare and ship your items to you directly, therefore, if purchasing from multiple partners in a single order, it is likely that you will receive your order in several deliveries.

Please double check your order confirmation to see if there are multiple deliveries featured in there.

If after receiving all your deliveries, you are still missing items from your order, please submit a query request using the link below:

Alternatively, please email us directly at [email protected]

We will communicate with our seller partners and endeavour to get the missing items sent out.

What if my order has not arrived?

On occasions, parcels can go missing whilst in transit. If this happens, our seller partners will be happy to offer a replacement to you or provide a full refund through bndle.

Please submit a ticket using the form here:

What if the item I ordered is out of stock?

On occasions and very rarely, our seller products may be out of stock prior to an order being completed on our platform. If this happens, we will notify you and issue a refund.

If you have any queries, please submit a request using the form below:

How do I return an order?

If you are not happy with an order and wish to return an item, you have 14 days from receiving the order to let us know.

You then have a further 14 days to return the product directly to the seller.

You should process a return request

The process:

  1. From bndle’s marketplace, go to Orders.
  2. Click the order that you want to refund.
  3. Click Return items.
  4. Enter the quantity of items in the order that are being returned.
  5. In the Return shipping options section, select one of the following options:
  6. Click Create return.
  7. Click create label

Once a request has been submitted, you have 14 days to return your items to the vendor’s return shipping address. Please note that you, the customer, are responsible for the safe return of the product to the seller. Therefore you are liable for any mishandling of the product and damage caused from receiving the product to it being received back into the seller's facility. Returned products should be sent and received in their original packaging and in a re-sellable condition.

Sellers return shipping policies do vary and you may be responsible for shipping charges. For more information, please check the returns label and sellers storefront under returns policy.

For customers returning goods to online vendors outside of the EU and/or needing to produce a customs declaration, goods must be marked as "Returned goods" with no commercial value indicated.

Please note that the following products are non-returnable:

  • Perishable products / items such as food and drinks
  • Personal products sold with a hygiene seal where that seal has been broken
  • Made to order and personalised products / items.
  • Any item has been used, returned without original packaging or tags or is returned in an unsaleable condition. Faulty items must be returned in their original packaging.

What is the Refund Process?

Bndle handles refund of payments to our customers on behalf of the sellers.

Once we have confirmation from the seller that returned orders have been received, inspected and validated for a refund, bndle will process a refund accordingly.

Please expect approximately 5-7 days for the refund to be visible in your account through your original payment method.

How do I exchange an item?

We are currently unable to process an online exchange. If you wish to exchange an item, you will need to return the original items via the above returns procedure and policy.

A new order will need to be placed to receive a replacement item through

www.bndle.com