CUSTOMER SERVICE

FAQs

Product Information


Do you have a size chart?

Yes and you can see it here or by clicking on the size chart tab when viewing a product.


Do you have a size chart?

Yes and you can see it here or by clicking on the size chart tab when viewing a product.


I've found the product I want but can't select my size

This usually means we are out of stock in that size. We do re-stock some of our lines however so it may be worth dropping an email to our Customer Service team, quoting the product code and we'll let you know if the item will be available again.

It's worth noting that products which have been reduced in Sale are very unlikely to be restocked.

Alternatively, you could send an email to Stock Enquiries and they'll let you know if any of your local BANK stores have stock available.


I cannot find the product I'm looking for. Does this mean you don't stock the item?

Possibly, or it may mean we're temporarily out of stock. Send our Customer Service team an email with as much information about the product as possible and we'll let you know we stock the item and if it will be available again.


I've seen a product online. Will my local BANK have it too?

They may. Send an email to Stock Enquiries with the product number, your size and location and our team will check your nearest Bank stores.

If you prefer, you can use our Store Finder to get the phone number and locations of your local BANK stores and and ask them yourself.


I've seen something advertised but cannot find it online?

Get in touch with our Customer Service team and give them as many details as possible - where you saw it, the brand, style name and colourway if possible. We'll do our best to track it down.


Can you give me any more information on a product?

We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.

If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.


Are the pictures shown on the site an accurate representation of the actual product?

We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It's worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway.


My Order

Has my order been sent yet?

We understand you want your new Bank gear as soon as possible so we'll email you as soon as it's been despatched to let you know. We'll also send you a link which you can use to access our couriers website to track the delivery.


Can I track my order?

When we ship your order we will send you an email explaining that your order has been despatched, and a link so that you can track your order.

Please remember that what you see on the carriers tracking system will be behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. As a guideline for UK orders please allow up to 12 hours for your information to be received. For orders to Ireland please allow up to 24 hours.

Tracking may not be available on some International orders. Please allow the full delivery time before contacting.

To check on the progress of your Giftcard order please call 0871 200 0648 or email bank@voucherexpress.co.uk


Can I cancel my order?

You can but be quick. Once the order has reached a certain point we will not be able to cancel it. Remember you can always return an unwanted item to us or any of our stores in the UK.


Can I change or add items to my order?

Unfortunately, once the order has been placed we can't change it before despatch. Sorry.


You've sent me the wrong items

We're only human and occasionally mistakes can happen. If it's happened to you we're very sorry and we'll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know.


Part of my order is missing?

Sometimes we don't send everything you ordered at the same time. Please check your despatch note or emails for more information on whether the remainder of your order will follow. If we have not been able to supply all the items in your order we'll email you to let you know and only take payment for what we have despatched.

If the delivery note says an item should be in your parcel but isn't, please contact Customer Service and we'll look into it.


Payment & Security

Student Discount

If you are a student who has registered on the BANK website with a valid email address ending in .ac.uk you will automatically receive 10% off your order at the checkout.


Which methods of payments can I use?

You can pay using any of the following methods.

  • Visa
  • MasterCard
  • Visa Electron
  • Maestro
  • American Express
  • PayPal

We take security very seriously so you can rest assure when you enter any of your details they'll be safe with us.

Paypal

If you pay using Paypal, you will not be able to return items to Bank stores. This is because our tills are unable to process those Paypal returns. Sorry if this is an inconvenience.


What is Mastercard SecureCode?

As an extra layer of security, Maestro customers can now benefit from Mastercard SecureCode. For more information on Mastercad Securecode please read What is Mastercard SecureCode?


Can I use my Bank Giftcard to pay Online?

Not at the moment but we are working on it. Register to the site and we'll make sure you're one of the first to know when it happens?


I have a discount code. How do I use it?

You can enter any promotional codes you have in the basket. Enter the relevant number and click redeem. The total should then update. If the code doesn't work please check that it is in date and you have the added the correct products to your basket to qualify for the discount.

If you have found a code on a 'money saving' website, don't be surprised if it doesn't work, as most of these will have expired or will only be usable by certain people.


I forgot to use my discount code?

Sorry but if you didn't enter the code during checkout we cannot apply it after the order has been placed.


Is it safe to order online?

Yes. When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.


Signing Up & My Account

Do I need to sign up to shop at Bank?

Yes, but it's worth your while. By registering your details you won't have to enter the same information every time you order. You can also choose to receive regular email updates on the latest and best fashion available at Bank, as well as competitions, discounts, offers and news.


Do I have to sign up to enter competitions?

Yes. We need your information to ensure that if you're lucky enough to win, we can contact you to let you know. By signing up you'll also receive regular email updates on the latest and best fashion available at Bank, as well as competitions, discounts, offers and news.


What's My Account?

Once you have registered you can access your account at anytime by clicking on the My Account link at the top of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.


I've forgotten my password?

Did you think of your password a bit too quick? No problem. Click on password reminder and we'll send you a new password to your account email address. Don't worry if it's complicated. Once you've logged in you can go to my account and set it to something more memorable.


Delivery

How much is it and how long does it take?

UK Standard: Within 3 to 5 days. £3.99 or FREE on orders over £50.

UK Next Day: Order before 5pm on weekdays or 3pm on Sunday to receive your order the following day – £5.99 or FREE on orders over £100.

UK Saturday: Order on any day up until 5pm Friday and receive your order the following Saturday - £5.99.

Store Delivery: Delivered to a BANK store within a few working days for FREE.

Visit our delivery page for more information on UK and International delivery.


Store Delivery

How to order online and collect in store?

Place your order online selecting the Store Delivery option at checkout. Choose the store you wish your order to be delivered to by searching for your town or by a post code.

Once your order has been delivered to the store we will send you an email & SMS message (if a mobile number has been provided) informing you that your order is ready for collection. The delivery time will vary from store to store but it will usually be within a few working days.

When collecting your order please bring a copy of your confirmation email or text message and some ID (card used to pay, utility bill etc). If you have nominated a person to collect your order they will need to bring their form of ID and a copy of the email confirmation or text message.

Your order will be available for collection for 28 days after it arrives in store. We will send you a reminder by email after 7 days. After 28 days the order will be sent to our Returns Department and you will be refunded.

Store Delivery is not available to stores outside of the UK and stores within airports.


Do I need to sign for the delivery?

Our carrier delivers between 8am and 8pm, and in some cases a signature may be required. Don’t worry if you are not at home when our courier calls they will attempt to leave your order with a neighbour, or ,if a signature is not required, will leave in a safe, dry place. They will also leave a calling card with the details of where they have left your parcel.

If it is not possible to leave your parcel they will leave a calling card and attempt a re-delivery on the next working day, or you can rearrange your delivery day by following the instructions on the calling card.


Can I track my order?

When we ship your order we will send you an email explaining that your order has been despatched, and a link so that you can track your order.

Please remember that what you see on the carriers tracking system will be behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. As a guideline for UK orders please allow up to 12 hours for your information to be received. For orders to Ireland please allow up to 24 hours.

Tracking may not be available on some International orders. Please allow the full delivery time before contacting.


Returns

Can I return my order?

If you've paid by credit or debit card just pop down to any of our BANK stores, take your despatch note and the goods you want to return, and the store team will be happy to offer you a refund or exchange.

Unfortunately, we can't take orders paid by PayPal back in store. This includes all orders placed on our mobile site.

Don't know where your nearest Bank is? Check our Store Finder.


What if I can't get to a store?

No problem. Fill in the returns form on your despatch note and post the goods to the following address.

BANK Fashion Internet Returns
Door 2
Kingsway Business Park
Rochdale
OL16 4FW


How should I send it?

We recommend you post any returns to us using a carrier who can give you a “Certificate of Posting” as, until the parcel reaches us, it's your responsibility.


Do I have to pay to return?

You can send your return back for free using the Collect+ insert sent within your order. If you need a new label please visit www.collectplus.co.uk/BANK and follow the instructions.

Any exchanges will be sent without further charge.


How long can I keep my order before returning?

We ask you return your items to us within 28 days of receiving them.


How long will it take to get my refund?

Refunds are usually processed within a few days of us receiving the goods back.

Please allow a further week for the amount to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.

We'll refund you by the same method as payment (i.e. same card, Paypal)


When will I receive my exchange?

Exchanges are usually processed and despatched within a few days of us receiving the goods back.

We can only exchange an item for a different size or colour in the same item or for a different product of the same (or lower, with us refunding you the difference) price as the original item.

Please state clearly on the returns section of the despatch note which item you want to exchange and for what.

If we haven't the stock available we'll refund you and send you an email to let you know.


You've sent me the wrong items

We're only human and occasionally mistakes can happen. If it's happened to you we're very sorry and we'll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know.


The item I received is faulty

If you think the item your received is faulty get in touch with Customer Service and we'll see what we can do about it.


I've bought my items using a promotional discount. Can I still return them?

Yes, if a discount code was applied to your order we'll adjust the refund to reflect this.

When returning any goods purchased as part of a multi-buy offer (2 for £20, BOGOF etc.) , we ask that you return any additional products purchased as part of the promotion.


Anything else I need to know?

Certain products we sell may have a slightly different returns policy but we'll let you know about this in the product description.

Underwear and Swimwear can be tried on but please do so over your own underwear if you're thinking of returning. If this doesn't appear to have been done we won't accept them back. If you've paid via Paypal, you will not be able to return items to Bank stores. This is because our tills are unable to process those Paypal returns. Sorry if this is an inconvenience.


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