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Customer Service - Customer Service
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Customer Service - Customer Service
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How can I order from Bunnyhug? Currently the Bunnyhug Boutique is purely an online based business therefore, all orders will come direct via this site. However, we are able to process orders, should you prefer to do so, over the telephone. hopping the site couldn’t be easier – simply view your desired products and, should you wish to make a purchase, choose your desired size where applicable and click on the ‘add to cart’ button – this will then add then item(s) to your shopping bag. You can carry on shopping our site and add other items to your bag until you are ready to checkout. Alternatively, you may add items to your ‘Wish List’ – this section will hold items you wish to purchase at a later date – please note, this does not allocate stock and some items may be sold out at a later date. When you have added your desired items to the shopping bag and you are ready to complete your purchase(s), click on the ‘checkout’ button in your Shopping Bag. At this point, if you have not registered with us, you will be asked to do so or, if you are already registered with Bunnyhug.co.uk, simply sign-in when prompted using your log-in (email address) and password. You may also checkout by clicking on the ‘checkout’ link located at the top of every page. When viewing the contents of your cart, you may also adjust any quantities by changing the number and then clicking the ‘update quantities’ button after all amendments are completed. Our SagePay payment process is hosted on a secure server, so your credit card details are safe and please note that we do not store your credit card details. Once your order has been processed, we will send you an order confirmation via email, followed by a dispatch notice when your items are shipped which will include your consignment number allowing you to track your parcel online using our Track Your Order link located in the left hand menu of every page.
What Payment Methods Do Bunnyhug accept? We have two payment processing partners – SagePay and Paypal. SagePay accepts the following credit cards: Visa, Master Card, American Express, Maestro, Visa Electron and Solo. Paypal offers another secure and safe way to shop with us. A Paypal account is not required and payments can be made using credit/ debit card and instant bank transfers. Paypal can also be used for purchases using an American Express card. You may also email payments@bunnyhug.co.uk with any further questions you may have.
When will my order be processed? Orders placed on weekdays before 2.00pm GMT will enter processing – and those requesting a NEXT DAY DELIVERY will be dispatched that day – PLEASE NOTE: For orders placed using our standard delivery, orders will be dispatched within 36 hours. All orders placed after 2.00pm will begin processing the next business day. Orders placed on Friday after 2.00pm GMT will begin processing on the following working day. Bunnyhug will always notify you if there should be a problem with item availability – Please see below. All orders are delivered Monday to Friday but please call if you require a Saturday delivery. PLEASE NOTE: DELIVERY TIMES ARE CALCULATED IN WORKING DAYS AND DO NOT INCLUDE WEEKENDS OR PUBLIC HOLIDAYS
We always aim to deliver from stock. In the unlikely event that there will be a delay or the item is out of stock, we will always do our best to give you an accurate estimated delivery date for your order.
Yes. Bunnyhug ship worldwide and all orders are delivered using Business Post or one of its working partners - FedEx of Eurodis. Where your order is purchased outside the EC, please be aware that it is your responsibility to pay any local import taxes or duty.
Will I be charged V.A.T. on my order? Bunnyhug are registered for V.A.T. and, as such, all prices within the site include V.A.T., however, if you reside in a V.A.T. exempt country or region the site will deduct this charge before you make your final payment.
You will receive an order confirmation once your order has been successfully processed. In addition, a shipping confirmation e-mail will be sent once your order has been dispatched and this confirmation will also include a consignment number. Prior to dispatch, you can login to your account using your email address and password, select ‘My Account’ at the top of the page and click the ‘Click here to review online orders’ link in the account options menu to view past orders and current orders that you have placed. For your ease, you can also track an existing order at anytime by selecting the ‘Track My Parcel’ on the left-hand navigation menu on any page.
Please be advised that once your order has entered the dispatch process, we are unable to make any modifications to the order including, but not limited to, cancellations.
Throughout the site we occasionally offer high demand items on a pre-order basis so customers wishing to purchase such sought after items, can secure their purchase. Pre-Order means that the item is paid for at the point of order and prior to the item arriving in-store. All pre-order items are clearly marked throughout the site. We will always advise an expected delivery date on each item although, we do ask you to allow 2 weeks either side of this date to allow for unforeseen circumstances, such as shipping delays. All such orders are dispatched within 24hours of arriving into stock using your chosen shipping method.
How do I return/exchange an item? Please return your purchase to us UNWORN and in the original condition* in which you received it. ALL tags must be in tact and the ‘Returns Tag’ must be attached. Any item received by Bunnyhug without the returns tag attached will not be processed for a refund or exchange. We would also recommend reusing the original packaging. Please enclose our standard returns form (included with your order) listing the item(s) you are returning, the reason for the return and whether you would prefer an exchange or refund. Please also include a copy of your receipt/ packaging slip. Please use the pre-prepared address label attached to the bottom of the returns form on your package. We would strongly recommend that all exchanges and returns are sent to us via a registered service as we will not refund or exchange items which are lost in transit. Goods are returned to Bunnyhug at your own expense however we will send an exchange to you by our standard delivery method at no extra charge. You can view our full returns/ exchange policy by clicking here.
When will my credit card be refunded? On receipt of the returned item(s) Bunnyhug will give you a full refund of the amount you paid for the item(s) - excluding postage costs - only after we have performed standard quality checks and confirmed that the ‘Returns Tag’ has NOT been removed. You must, however, return the goods to Bunnyhug in order to receive a full refund or exchange. When returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly. Your refund will be credited via the original form of payment and you will receive your refund, credit or exchange (when in stock) within 3 working days of us receiving the goods. We endeavour to process all returns and exchanges as quickly as possible.
We are delighted to send any item as a gift anywhere in the world. Each item will be wrapped in tissue paper and presented within a gift box, with your message included at no extra charge. Simply let us know your message and we will hand write it onto a gift card.
Can I purchase a gift certificate? We are delighted to offer Gift certificates and these are available for purchase via the site. Simply, add this item to your Shopping Bag and proceed to checkout. Gift certificates are delivered by Royal Mail.
How do I redeem my gift certificate? To make a purchase using your gift certificate, simply select your items and add them to your shopping bag (see How can I order from Bunnyhug?). At the checkout stage you will be able to enter your unique gift certificate number in the ‘promotion code’ box. This will deduct the full amount of the gift certificate from your order total and should your gift certificate be more than the total purchase, the total purchase amount will be deducted from your gift certificate. You will be able to use the remaining amount for future purchases.
You are only required to register with Bunnyhug if you are making a purchase. By registering, you are creating an account that only you may access. You may access your account by using your login (email address) and the password that you create. Only you will have access to this information. Please note: receiving our newsletters is not a registered account.
Simply click on ‘Log in Or Create an Account’ link at the top of the homepage. From here you will need to complete all the required fields. If you have never purchased from us before, you must register with us to place an order. If you already have items in your cart and are ready to complete your order, simply click on the ‘checkout’ button and this will automatically ask you to create a new account.
Simply go to log into your account and where you are asked for your password, there is a ‘Click here to receive your password via email’ link. By providing your email address in the required field you will receive your password by email. Please note that passwords are case sensitive.
Once you log-in to your account, you may change your password by clicking on ‘My Account’ located at the top of each page and selecting ‘Click here to change your password’ situated under the Change Password header in the account options menu. You can then enter your new password and click ‘Submit’. Your new password will now be active.
How do I make changes to ‘My Account’? Log into your account, and you will be able to edit your billing and shipping address. Once logged in, you can also select the ‘My Account’ link at the top of the page where you will be able to edit your e-mail address, password, e-mail subscriptions and add additional delivery addresses. Once you have made the necessary amendments to your account, click ‘Submit’ and the changes you have made will now be saved.
Yes. For your ease, we have put this on all products and also on the left hand navigation menu on all pages. The size chart is designed to help you in choosing your correct size but because sizing, designs and cut may vary from designer to designer we recommend this is used as a guide and Bunnyhug will provide, where possible, specific sizing information on all of our products. If you are between sizes or are unsure which size to purchase and would like further assistance, please contact us by mailing customerservices@bunnyhug.co.uk where we will be delighted to assist you further.
Please call Customer Service on 0845 0606106 (UK) or (+44) 01743 770010 (Int'l) between 9.00am and 5.30pm (GMT) Monday to Friday and we will be happy to assist you in anyway we can. Or alternatively email us: on customerservices@bunnyhug.co.uk |
