FAQ

Orders & Processing

How long does it take to process my order?
Orders are processed within 1–3 business days. Orders placed on weekends or UK bank holidays are processed on the next working day.

Can I cancel my order?
You may request a cancellation within 12 hours of placing your order. After this time, the order may already be in processing and cancellation cannot be guaranteed.

Shipping & Delivery (UK Only)

Do you ship within the UK only?
Yes, we currently ship within the United Kingdom only.

Is delivery free?
Yes. We offer FREE standard delivery on all UK orders.

How long does delivery take?

Once dispatched, orders usually arrive within 7–15 business days. Delivery timeframes are estimates and may vary due to factors outside our control.

Will my order include tracking?
Most orders include tracking information. Please allow 3–7 days after dispatch for tracking updates to appear.

Why did my items arrive in separate packages?
If your order includes multiple items, they may be shipped from different suppliers and can arrive in separate parcels. This helps ensure product availability and timely delivery.

Delivery Issues

I entered the wrong address — what should I do?
Please contact us as soon as possible. If the order has not yet been dispatched, we may be able to update the address. Once dispatched, changes may no longer be possible.

My tracking says “delivered” but I didn’t receive my order. What should I do?
Please follow these steps:

Check with neighbours, safe places, or local collection points

Contact the courier using your tracking number

Returns & Refunds

What is your return policy?
We offer a 30-day return window from the date you receive your item to request a return.

Are returns free?
No. Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.

Do I have a legal right to cancel if I change my mind?
Yes. Under UK consumer law, you generally have the right to cancel online purchases within 14 days of receiving your goods (with some exceptions).

What condition must items be in to be returned?
Items must be unused, in the same condition as received, and in their original packaging. Proof of purchase is required.

How do I start a return?
Please email us at info@banmary.co.uk with your order number and reason for return. If approved, we’ll send you return instructions.

Where are returns sent?
Approved returns should be sent to:

Banmary Ltd
1352 Greenford Road, Flat 8
Greenford, UB6 0HL
United Kingdom

How long do refunds take?
Once approved, refunds are issued to the original payment method within 10 business days. Banks or card providers may take additional time to process the refund.

What if my item arrives damaged or incorrect?
If you receive a damaged, defective, or incorrect item, please contact us immediately with photos and we will resolve the issue as quickly as possible.

Non-Returnable Items

The following items are not eligible for return, unless faulty:

Personal care or hygiene items once opened

Custom or personalised items

If you are unsure whether your item is eligible for return, please contact us before sending it back.