Home / Customer Service

FAQ

Bank Fashion Limited – In Administration
(“the Company”)
Customer Q&A
  • I’ve ordered items online before Bank went into administration, will my order be fulfilled?
    Yes, all orders will be processed as normal and your order will be fulfilled in the usual way.

    Can I place new orders online?
    Yes, new online orders can still be processed and will be honoured via the website. However not all our products are available online, so you may wish to go to store to see a fuller range.

    Can I still request a refund or exchange?
    Online orders can still be returned or exchanged via post or collect plus within 14 days

    Can I still use gift vouchers?
    Gift vouchers were only sold by Bank when it was part of JD sports group. As was previously communicated when Bank Fashion became independent of JD, gift vouchers under the JD scheme will no longer be accepted in Bank stores after 5 January, however customers with gift vouchers can still redeem them at the other stores listed e.g. JD Sports, Millets, Ark etc.

    Are returns still able to be sent back via post?
    Yes, returns should be processed in the normal way. You should always request proof of postage for the return though.

    Will you still accept a returned item?
    Yes, online orders can be returned via post or collect plus within 14 days

    I have a faulty item being returned, can I still return it?
    Yes, faulty items will be processed as normal.
  • Delivery
    • Delivery Service Updates
      • Last Updated 22/04/2014 – 08:00

        UK

        General Orders

        Due to technical problems yesterday, some customers may experience a delay in receiving their next day order today. Customers affected will be contacted via email.

        Guaranteed Gift Cards

        Normal deliveries should take place in all parts of the UK today.

        International

        France

        All services running normally.

        Germany

        All services running normally.

        Australia

        All services running normally.

        USA

        All services running normally.

        Denmark

        All services running normally.

        Netherlands

        All services running normally.

        Spain

        All services running normally.

        Chile

        An earthquake has strike off the northern coast of Chile. As a result, delays to standard and express deliveries are expected in Arica, Parinacota and Tarapaca.

        Public Holidays

        There will be no deliveries in the following countries on the dates below. *Regional only.

        Country Date   Country Date
        Angola 25/04/2014   Nepal 24/04/2014
        Australia 22/04/2014*   Netherlands 26/04/2014
          25/04/2014     27/04/2014
          28/04/2014   New Zealand 22/04/2014*
        Egypt 25/04/2014   Niger 24/04/2014
          27/04/2014   Portugal 25/04/2014
        Faroe Islands 25/04/2014   Slovenia 27/04/2014
        Gibraltar 28/04/2014   South Africa 27/04/2014
        Iceland 24/04/2014     28/04/2014
        Italy 25/04/2014   Spain 23/04/2014*
        Japan 29/04/2014   Turkey 23/04/2014
        Malaysia 26/04/2014*   Vatican City 23/04/2014
        Moldova 28/04/2014   Vietnam 30/04/2014

        Unfortunately next day delivery is not available to certain post codes: BT, GY, IM, IV, JE, KA28, KW11-17, HS, PH32-35, ZE.

        Please note, these charges may vary from time to time with promotional activity.
    • In Store Orders
      • Kiosk orders will be delivered within a few working days.

        If you selected standard delivery we will email you with a tracking link when the goods have been despatched so you can track the delivery with our courier.

        If you have requested a Collect from Store delivery, once your order has been delivered to the store we will send you an email and SMS message informing you that your order is ready for collection.

        The delivery time will vary from store to store but it will usually be within 3 to 5 days.

        When collecting your order please bring a copy of your email notifications or text message and some ID (card used to pay, utility bill etc).
    • Delivery arrangements
      • Our carrier delivers between 7.30am and 10pm, and in some cases a signature may be required.

        If you are not around, the carrier will try your neighbours, or (if a signature is not required) will try to find a safe, dry place to leave your parcel.

        Alternatively they'll leave a calling card with the details on how to re-arrange delivery. Or depending on the courier a re-delivery attempt may be made without contact.

        Please note deliveries outside of the UK can take anything up to 10 working days and sometimes longer. Check with your local postal service to check if any attempt has been made at delivery as you may have been out when they called.
    • Saturday delivery
      • Saturday delivery is £5.99 and is a nominated day delivery option.

        Place your order on any day up until 8pm on Friday to receive your order on the following Saturday.

        Unfortunately next day delivery is not be available to certain post codes: BT, GY, IM, IV, JE, KA28, KW11-17, HS, PH32-35, ZE.
    • Collect From Store
      • How?

        Place your order online and select the 'Collect From Store' option at checkout.

        Choose the store you wish your order to be delivered to by searching for your town or by a post code and we will offer you your 6 closest stores.

        Once you have chosen your collection store, you will be given the option to enter who will collect your order. Here you can either enter your details or you can nominate someone to collect the order for you.

        What do I need to bring to collect my order from store?

        Please bring the following items with you:
        1. Proof of purchase - a copy of your confirmation email or your sales receipt, or text message.
        2. Your payment card – for your protection against fraud, we cannot release your order without seeing your payment card or a form of photo ID (passport of driving licence only).
        3. If someone else is collecting the goods on your behalf, they must present your proof of purchase, as well as their own photo ID (passport or photo driving licence only).

        How long are orders held in store for collection?

        You will have up to 14 days to collect your order. We will send you a reminder by email after 7 days. If you haven’t collected your order after 14 days it will be sent to our Returns Department and you will be refunded.

        Which stores offer Collect From Store delivery?

        The majority of our stores offer Collect From Store delivery. We are not able to offer Collect From Store delivery to stores within Airports and stores outside of the UK.

        What time can I collect my order from store?

        You can collect your order any time during store opening hours. To view the store opening hours for the store you are collecting from visit our Store Finder.

        I am unable to collect my order from store. Can someone else collect it for me?

        Unfortunately for security reasons, once your order is in the store and ready for collection only you can collect the order.

        You can nominate someone else to collect your order but this is only available when placing your order.
    • International
      • Standard and Tracked Express delivery services are available to most of the countries we ship to. International delivery is charged at a flat rate regardless of the size and weight.

        A complete list of countries we deliver to and the cost for each delivery service can be found here

        Who will deliver the parcel?

        Deliveries will be shipped via Royal Mail, DPD or Parcel Force depending on the weight and value. Once the parcel has arrived in your country it will be passed on to an internal post service and be subject to their standard delivery procedures.

        How long will it take?

        Delivery will take 4 to 10 working days after despatch A signature may be required and if you're not around the driver will leave a card with instructions on how to pick it up.

        This may vary depending on the country but we should be able to give you more info if you contact our customer service team quoting your order number.

        Can I track my delivery?

        Tracking is available on some Standard delivery services and on all Tracked Express deliveries. You will receive a despatched email with a tracking link on for your order, alternatively you can log in to your account and view the tracking in your order history.

        Will the recipient have to pay duty on the order?

        Our products are sold on a DDU (Delivery Duty unpaid) basis. Additional taxes, fees or levies may apply according to local legislation.

        Recipients of deliveries made outside the European Union may have to pay import duty or formal customs entry. If this is the case, the delivery may be delayed. BANK Fashion cannot offer any assistance in these processes.

        To help make sure that customs duties are not payable for deliveries outside the EU, check the custom duty threshold of the country you're sending your items to, before you order, and keep your total basket value below that threshold.
    • Standard Delivery
      • Standard delivery is a home delivery which is usually made within 5 working days of your order being placed.

        UK standard delivery is £3.99 if your order is less than £50, or FREE if your order is over £50.

        We cannot deliver to PO boxes and if you require delivery to the Channel Islands or BFPO addresses you will need to select International delivery.

        Please note, these charges may vary from time to time with promotional activity.
    • Next Day delivery
      • Next day delivery is £5.99 and we will deliver the following day excluding Sundays and Bank Holidays to UK mainland addresses providing that the order is placed before 8pm Monday to Friday or by 6pm on Saturday and 3pm on Sunday.

        Next day delivery is FREE when you spend over £75. Simply select Next Day delivery at the checkout to receive Free Next Day Delivery.

        Next Day delivery Placed Before 8pm(6pm Sunday)
        Monday Tuesday
        Tuesday Wednesday
        Wednesday Thursday
        Thursday Friday
        Friday Saturday
        Saturday (6pm) Sunday
        Sunday(3pm) Monday
           
        Next Day delivery Placed After 8pm
        Monday Wednesday
        Tuesday Thursday
        Wednesday Friday
        Thursday Saturday
        Friday Sunday
        Saturday Monday
        Sunday Tuesday
    • Next Day Evening delivery
      • Next Day Evening delivery is £7.99 and we will deliver between 6pm and 10pm the following day to UK mainland addresses (including Sundays and Bank Holidays). Simply place your order before midnight 7 days a week.

        Next Day EveningDelivery placed before midnight
        Placed Delivered
        Monday Tuesday 6pm-10pm
        Tuesday Wednesday 6pm-10pm
        Wednesday Thursday 6pm-10pm
        Thursday Friday 6pm-10pm
        Friday Saturday 6pm-10pm
        Saturday Sunday 6pm-10pm
        Sunday Monday 6pm-10pm
        Next Day Evening delivery is not available to the following postcodes: AB, BT, GY, IV, IM, JE
    • Can I track my order?
      • All our UK Home delivery orders are trackable. You will receive a despatched email with a tracking link on for your order, alternativiley you can log in to your account and view the tracking in your order history.

        When we send your despatched email there can sometime be a delay between this being sent and the carrier receiving the order, as a guide for UK orders please allow up to 12 hours for your orders information to be visible. For orders to Ireland please allow up to 24 hours.

        Collect from Store orders are tracked internally but this cannot currently be provided to the customer. We will email you once your order is in store.

        Tracking may not be available on some International orders. Please allow the full delivery time before contacting.
  • Contacting Us
    • Customer Charter
      • We hope that you are pleased with any purchase you have made. Sometimes however things do not go according to plan and if you feel that we have not lived up to your expectations, or that we could improve our service in some way, please let us know.

        What you can expect from us

        1. We will make it as easy as possible for you to contact us however you’d like to do it; phone, email, tweet, Facebook or even write to us it’s up to you
        2. Polite, professional and enthusiastic staff who will greet you in a friendly way and identify themselves by first name
        3. We will make sure our staff are trained well enough to deal with your enquiries the first time you contact us
        4. Confidentiality and respect for your privacy

        How you can help us

        1. Give us all the information we need to help you
        2. Let us know if you have any special needs
        3. Be polite to our staff and show them the same respect they will show you
        4. By giving us feedback on how well we are doing to we can improve the way we help you
        Activity Turnaround
        Your email   We aim to answer your email within 24 hours
        Your letter We aim to respond to your letter within 7 working days

        How to complain if something goes wrong

        Complaint Handling and Feedback

        Step 1: Contact Us

        In the first instance, if you’re in one of our shops, do ask to speak to a manager. We have empowered our Managers and Assistant Managers to make a number of decisions about your purchase
        1. The Store Management can agree that there is a genuine manufacturing fault and either exchange the item for another, offer a gift card or a full refund
        2. The Store Management can disagree that there is a genuine manufacturing fault and therefore not progress the return
        3. If the store management is uncertain if the item has a manufacturing defect, or is over 90 days old, they have the option to send it to our Returns Department for an Inspection.

        If your complaint does not relate to a purchase or you are not in agreement with the decision made by the store please contact us using one of these options. If you call us, we’ll try to sort out your complaint while you’re on the phone. If this isn’t possible, the advisor will agree a course of action with you.

        Email us at customer.services@bankfashion.co.uk
        By Post
        Bank Fashion Customer Service Department
        Hollinsbrook Way
        Pilsworth
        Bury
        BL9 8RR

        Step 2: Escalating your complaint

        If you're not satisfied with our response, please ask for the issue to be considered again. You’ll have the opportunity to discuss the issue with our
        Contact Centre Manager .

        Step 3: Contacting Head of Customer Service

      • If after contacting us you feel we still haven't resolved your complaint satisfactorily, please write to or email our Head of Customer Service .

    • Head Office Information
      • BANK Fashion,
        Edinburgh House,
        Hollinsbrook Way,
        Pilsworth,
        Bury,
        BL9 8RR.

  • How can I contact Bank?
    • Online

      If you'd prefer to get in touch with us by email please use our contact form. Completing the form helps us deal with your enquiry as quickly and efficiently as possible.

      Alternatively, you can contact us through Twitter @BANKfashionhelp .
  • My details/account
    • I've requested a new password but haven't got it yet?
      • A new password should only take a few minutes to arrive after it has been requested. If you haven't had it yet try checking your junk mail box in case it has been caught by your spam filters. If you're sure you've give us the right email address and the password reminder isn't in your junk mail then contact the Customer Service team.
    • Do I have to create an account to shop with you?
      • Yes but creating an account is really simple to do and once your set up you’ll be able to check out faster, save frequent addresses, track your orders and be the first to hear about competitions, offers and discounts.
    • Can I contact you if I'm not the account holder?
      • We're really happy to take general queries about shopping with Bank, however if you are contacting us about an order or an account then you do need to be the account holder.
    • What happens if I've forgotten my password?
      • You can reset your password by entering your email address on the Forgotten Your Password? page. We'll send you a link so that you can reset it.

        Remember your login and passwords are case sensitive.
  • Ordering and payments
    • Can I add to or delete a product from my order?
      • Once an order's been placed we are unable to add or delete any products from your order.

        You can return it to us by following the instruction on your despatch note.

        We do offer free Collect+ so if you no longer want your order you can return it to us.
    • Can I change the delivery address?
      • Once an order's been completed we unable to change your delivery address.

        You may be able to cancel your order but we're pretty quick at picking and packing your order which means you'll need to be quick. You can cancel your order up to 1 hour after placing but you'll need to contact our Customer Service team to do it.
    • Do you have a size chart?
      • A full size guide can be found here .
    • Can I cancel my order?
      • Unfortunately once your order has been placed we are unable to amend or cancel your order.

        We do offer free Collect+ and in store returns, so if you no longer want your order you can return it to us.
    • Can I change the size/colour of the item I've ordered?
      • Once an order's been placed we unable to add or change or amend any products from your order.

        You may be able to cancel your order but we're pretty quick at picking and packing your order which means you'll need to be quick. You can cancel your order up to 1 hour after placing but you'll need to contact our Customer Service team to do it.
    • What payment methods can I use?
      • You can use any of the cards listed below to pay for your order. You can also use PayPal to shop with us.

        We take security very seriously so you can rest assure when you enter any of your details they'll be safe with us.
    • Will I be charged VAT?
      • All orders placed in Pounds Sterling (£) and sent within the European Union will be subject to VAT (Value Added Tax). This is charged at the prevailing rate for the member state.

        BANK Fashion Ltd has a policy of charging all customers the same throughout the world, so that the price paid in pounds sterling is the same wherever customers live (except for the cost of delivery). None of the significant additional administrative costs for overseas orders are passed on to customers. Equally, an effective reduction in prices through reclaiming VAT is not available.

        All queries relating to VAT should be made to the HM Customs on 0845 010 9000.
    • How do I use a promotion code?
      • Most promotions apply automatically at checkout.

        If you have a discount code or promotional code it has to be entered in the box which states 'Enter Your Promo code', enter your promotion code and click the REDEEM button .
    • My payment won't go through.
      • Check to make sure that the details on your account are correct. Make sure that you’ve also entered the security code correctly; this is the three digit code on the back of your card.

        Your card issuer may have declined your payment, but as they don’t tell us the reason for this you should probably check with them.

        If you have tried all the above, try paying with another card.
  • Privacy and Security
  • Paypal In Store
    • Can I pay using PayPal In Store?
      • Yes! You can now pay using PayPal in any of our stores nationwide.
    • How do I pay using the PayPal In Store App?
      • To pay using PayPal In Store, simply take your items to the cash desk and open the PayPal In Store App. From the Home screen, tap 'Pay inStore'.

        The app will display a unique barcode and number. The shop assistant will enter the number into the till.

        The payment is then taken from your PayPal account. This appears as a regular transaction in your PayPal account and you'll receive a confirmation email from PayPal as normal, as well as our usual printed store receipt.
    • How can I get a refund using PayPal In Store?
      • When a store has agreed a refund for your purchase, you can request a refund code and be refunded back to your PayPal account.

        From the Home screen, tap 'Refunds'.

        To add a new refund, tap the plus button to be taken to the 'Transaction history' screen.

        Select a transaction and tap 'Request Refund'.

        The app will display a refund transaction code and save this in the 'Refunds' screen.

        To refund your item, the sales assistant will enter the number into the till.

        The value of the refund will then be processed by PayPal and returned to your PayPal account or original payment method. Refund codes can only be requested for payments made using PayPal in Store and all our usual refund/exchange policies apply to PayPal In Store purchases.
    • I've paid using PayPal online, can I get a refund in store?
      • No, at the moment only purchases made using the PayPal In Store App at the till can be refunded in branch.
    • How does PayPal In Store work?
      • PayPal in store is a revolutionary new payment method, which allows you to pay for your in store purchase using your PayPal account.

        PayPal In Store uses the PayPal In Store Smartphone App to generate a pre-authorised payment barcode for the cashier to use to take your payment.

        To get started with PayPal In Store, search for PayPal In Store in your Smartphone’s App Store and download the App.
    • I don’t have the PayPal In Store App, can I still make a payment/get a refund using PayPal?
      • To pay in store using PayPal or to receive a refund in store back to your PayPal account, you will need the PayPal In Store App to generate the required barcode numbers.
  • In Store help
    • What time does my nearest BANK open and close?
      • To check opening hours for your nearest store click here .
    • What happens when my goods are sent for inspection?
      • You will be given a receipt with a unique reference number as proof that we have retained your goods. Please keep your original proof of purchase. The store will send the goods internally to our Returns Department on the next available delivery vehicle. The returns team will inspect the item and make their decision. Good will not be scientifically tested.

        If the goods are found to have a manufacturing fault a credit letter will be posted to the address that your provided. Once you have received the letter please take it along with your inspection slip to the store for an exchange or refund.

        If no fault is found the goods will be returned to you along with a letter explaining the decision. If we do not have your address the goods will be sent to store who will contact you to let you know.
    • Where is my nearest BANK?
      • Enter your postcode or a town on our Store Finder to find your nearest BANK store, get directions and opening hours.
    • How do I make a store related complaint?
      • To make a formal complaint, you will need to submit the details in writing to the following address or email us.

        Customer Service Department
        BANK Sports Fashion Plc
        Hollisbrook Way
        Pilsworth Road
        Bury
        BL9 8RR

        Please ensure that your full name and postal address is included in all correspondence and allow up to 7 working days in order for us to issue you with a formal reply.
    • How do I return a faulty item purchased from a store?
      • Please take the item, along with your till receipt or proof of purchase, to your local BANK Fashion store and present it to a member of team. If a manufacturing defect is established, a refund/exchange will be offered.

        If the Store Manager is unable to identify a manufacturing defect or if the item has been returned more than 90 days since it was purchased, it will require an inspection via our Head Office and, as such, will incur a delay in processing.
    • Can I check which shops have the item I'm looking for?
      • Please visit or call your Local Store and they will be able to inform you of product availability.
    • I've lost my receipt, can I still return goods?
      • Unfortunately we cannot accept returns without suitable proof of purchase. When returning items to store we ask that you provide the till receipt given to you at time of purchase. If you think you have lost this you could use your credit or debit card statement showing the purchase or a gift receipt. If you purchased online your despatch note would replace your receipt.

        Please note that we will only offer an exchange or giftcard for unwanted goods upon production of a statement.
    • Why is my Gift Card not working in-store?
      • Bank Fashion Limited is no longer part of the JD SportsFashion Group. Therefore, you can no longer purchase the Ultimate Gift Cardfrom Bank stores. You can, however, redeem the Ultimate Gift Card in Bankstores until 31 December 2014.

      • If you are experiencing problems with your Gift card, please contact our customer service team.

        Lines are open 9:00am to 5:00pm, Monday-Friday (excluding Holidays). Please ensure that you have your Gift card number, found on the back of the card to hand

        Your gift card will be delivered by DPD and will be available to use the day after delivery.

Get the latest Bank Fashion News

Copyright © 2014 BANK Fashion, All rights reserved.