FAQs / BF / EN

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.

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.

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.

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

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.

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.

Following Great Britain’s exit from the EU (“Brexit”), deliveries to EU countries from our Bristol warehouse are subject to some new formalities from January 1, 2021. It’s great to know that thanks to a Brexit agreement between the EU and UK no new customs duties will apply to your purchase from our shop whether you’re in the EU or in UK. The VAT (value added tax) that all purchases in EU countries continue to be subject to - just like before – Thanks to the new full service delivery options that we have introduced together with DHL.

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

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 from our supplier. The current wait time for pre-orders can vary between 2-6 weeks, however, however, please bear in mind that it could be longer than this.

We are now offering Click & Collect from our warehouse in Bristol 10am-5pm 7 days a week. 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. The address is Banana Fingers Unit 8, Whitehall Trading Estate, Gerrish Avenue, Bristol, BS5 9DF, United Kingdom. Please wait for the email confirmation that your order is ready and read our covid guidelines in the collection email before dropping by.

Unfortunately we may not be able to cancel your order once you have placed it. Should you no longer require the items you are able to return the items as per our returns policy. Details of how you are able to return products can be found here

In most cases you can, unless your order status is set to "completed" or your order was placed after 14:00 on a Friday as our Customer Service is closed on Saturdays & Sundays. If you need to contact us, please see our contact details under Contact Us

Contact us by [email](mailto:?to=enquiries@bananafingers.co.uk)

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](mailto:?to=enquiries@bananafingers.co.uk), quoting your order number, and we will get back to you with the information you have asked for.

We keep all our stock on site and so you can collect your order any time after you have placed it. We are open 10 til 5pm 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.Please wait for the email confirmation that your order is ready and read our covid guidelines in the collection email before dropping by.

Yes, we are happy for you to do this.

Yes we do! for exemple if you have a ISIC card you get 10% off, all you need to do is head over to the ISIC website, verify your student status and they’ll send you a discount code by email. You’ll need to have an ISIC membership for this one, and it applies to ALL orders – no minimum spend! If you have an BMC, NHS, Blue Light Card, you’re also eligible for a 5% discount, just send us an email with a copy of your card and our team will send you a unique discount code… get in! Please note: only one discount code can be used per purchase.

When you receive your discount code please insert the code at the checkout before completing your order.

Yes! However, the item will not be returnable without being in a re-sellable condition.

Yes, you can!

Yes, you can try on as many pairs of shoes as you like. We have dedicated staff members trained to help you find you glass slipper.

Absolutely! If the item you have picked up is not suitable and within the returns period, we will happily return this item for you in store. Please make sure the item(s) are in a re-sellable condition, unworn, in it's box and with all safety information attached.

The process for exchanges is for you to drop your order off with us after completing the returns process online, then you will have to place the order again, also online. Please do not wait in the car park whilst you do this.

Unfortunately only staff members can come in to the warehouse. Feel free to browse our shop which is very customer friendly.

Yes! Everything we have on the website is located in the warehouse, it might not be present in the shop but a member of staff will gladly collect any item you would like to take a better look at / try on.

Glad you asked! For orders placed in the EU, prices include VAT (Value Added Tax) charged at the rate appropriate to the destination country of the order. For a few EU countries and some of the delivery options we deduct VAT from the final amount in the shopping cart. In those cases VAT is still payable but it will be collected by the delivery company from you when the order enters your country. When you pay VAT in our shop at checkout (for most EU countries this is the case), you're all set and the order is delivered without any other charges to your delivery address. Please note that local tax and customs duty may apply. For full details please consult your local customs office. If you select a currency or a delivery country outside 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?!)

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.

We accept £, €, NZ$, AUD$, 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.

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.

You bet we do. See our Price Match Guarantee page, Contact Us via[email](mailto:?to=enquiries@bananafingers.co.uk) We don’t just want to bring you the best products around but also the best prices as well. To make sure we can achieve this we’ve committed to Price Matching our competitors but there are a couple of conditions that your product must meet for us to make this work. 1. The product must be exactly the same as the one offered from Banana Fingers; model, colour, size, year etc. 2. The product must be in stock and with one of our UK competitors and be shipped with the same postage and tax costs so we can make a direct comparison. 3. Price matching does not include products from auction sites, resellers or private listings and also excludes sale items, in-store promotions, discount code and special time limited offers. 4. We have to be able to verify the price with the relevant competitor before you complete your order. If you think you have a relevant claim, please send us an email now.

Bummer! Please contact us via [email](mailto:?to=enquiries@bananafingers.co.uk).

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.

Oh snap! that’s not normal. Please contact us at enquiries@bananafingers.co.uk.

CYBER MONDAY - EXTRA 10% OFF STOREWIDE Coupon code: BANANA10 Valid on everything including already discounted items. Vat will be added after discount code is applied. Offer excludes: Gift Cards and Scarpa Instinct LE. Offer ends on Thursday 30/11/2023, at Midnight.

We offer FREE Delivery to Europe for all orders above 70€, which means you’ll normally get your order in 4-5 days. Nearly all our customers in the EU get their packages within 4-5 days, but for some countries it can take longer. Check out our delivery map at the top of the page to confirm the delivery time. And please note that if you live in a rural area (i.e. outside of an urban or city centre) you may experience slightly longer delivery times.

Once your order is completed and on its way to you, an email will be sent with your tracking information, incase this 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 info under the order '' View Order ''. If you checked out as a Guest, feel free to email us and we will send you the tracking info.

Check out our "[ Shipping fees](https://www.bananafingers.co.uk/content/shipping)" section to find out exact details of where we ship but in general we ship Worldwide. More DHL Express delivery time information "[here](https://www.dhl.co.uk/content/dam/downloads/gb/express/shipping/rate_guides/dhl_express_transit_times_gb_en.pdf)" 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.

We ship all of our orders from our Warehouse, which is based in Bristol UK.

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!

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 enquiries@bananafingers.co.uk. 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).

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).

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](mailto:?to=enquiries@bananafingers.co.uk) 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

The prices shown in Banana Fingers include the applicable GST when you are viewing and ordering products into Australia or New Zealand. The final price including GST that you'll see in the shopping cart is what you pay, and we settle the GST with the tax office on your behalf as required by the online sales regulations.

If you wish to return or exchange an item ordered from our Shop, please visit our return page for detailed information on how to do so. You can also Contact Us via [email](mailto:?to=enquiries@bananafingers.co.uk). 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.

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.

Very simple! Please visit our return page for detailed information on how to do so. You can also Contact Us via [email](mailto:?to=enquiries@bananafingers.co.uk).

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 5 days of receiving them.

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

We aim to have all returns processed within 5 days of receiving them.

Yes, of course please make sure to fill out your return/exchnage claim form HERE and then come around the warehouse to drop of your parcel.

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.

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

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.

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.

Send an email to us 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, we will organise the return postage to send it back to us and we can then provide you with a replacement or refund. Have a look at our warranty terms and conditions for more details.

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.

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 page.