Frequently asked questions...
Privacy and Security:
Q. Are my details secure?
A. Yes, we are committed to protecting your privacy. We only use information that we collect about you lawfully in accordance with the Data Protection Act 1998. We do not sell, rent or pass on any of your details to other parties.
Security is very important to us at Bang On The Trend our site contains its own encryption software to ensure your information is always safe. All transaction information passed between our site and the Protx VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Protx are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to the Protx servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the Protx systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data held by Protx is extremely secure and Protx are regularly audited by the banks and banking authorities to ensure it remains so.
Protx have multiple private links into the banking network that are completely separate from the internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within Protx are able to decrypt transaction information or cardholder data. Their systems only allow access to their most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even from their own employees because their systems never display the full card numbers, even on administration screens.
Q. What payment methods are accepted?
A. We accept all major credit and debit cards - Visa, Visa Electron, MasterCard, Maestro, Solo
Q. What currencies do you accept?
A. Bang On The Trend currently only accepts Pound Sterling.
Q. How long will it take to receive my order?
A. We aim to despatch all orders within 24hrs, subject to payment card authorisation/cheque clearing and stock availability.
Q. What delivery options do you provide?
A. UK Customers
£3.95 Delivery 2-4 working days
Orders placed after 2.00pm GMT Friday and during the weekend will be despatched on Monday for delivery Tuesday.
International Royal Mail:
£4.95 Delivery 5 - 7 working days
Rest of the World customers
International Royal Mail:
£6.50 8-10 working days
Q. Will I be charged customs and import charges?
A. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately we have no control over these charges, and are unable to tell you what the cost would be since customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Q. Which carrier will deliver my order?
A. We use Royal Mail for all our deliveries.
Q. What happens if the item I receive is faulty?
A. The faulty item will be sent to the Manufacturer for testing. When the item is confirmed as faulty you will have the choice of a refund or a replacement product will be sent. Please contact us at email@example.com if you have received a faulty item.
Q. What happens if I change my mind?
A. We have a 14 day no quibbles returns policy. Please return the goods back to us in the condition that they were received. Please email us at firstname.lastname@example.org You will be issued with a Returns No. this will act as a reference to us to identify your order. Refunds will only be processed once the original item has been returned to us. Once you have obtained a Returns Number, please write the number clearly on the outside of your parcel.
Please allow approximately 5 working days for your card to be refunded and to show on your statement. Please note: refunds will be minus our postage costs, unless the item is faulty.
Q. When will I receive my refund?
A. We will process your refund within 2 days of receiving your returned parcel. Please allow up to 10 working days for the refund to be credited back to your account. This is something we have no control over and is up to your bank or card provider. Your refund will be credited back to the same account you used to make the payment with.
Q. How come you have not refunded the original delivery charge?
A. We are sorry but we cannot refund the initial delivery charge.
Q. What do I do if I receive the wrong item?
A. In the unlikely event that we send you the wrong item please forgive us!
Please contact us at email@example.com and give us the following details:
• Order number
• Product code or name
• Details of the fault
• Whether you would like to refund or exchange the item(s)
Q. How do I know if you have received my return?
A. As soon as we receive your return we will email you to inform you. Remember to follow our returns policy carefully and to keep the receipt from the Post Office as proof of postage.
If we have not got back to you within 10 days of you sending your item back please contact us at firstname.lastname@example.org stating 'return' as your enquiry reason and we will look into the matter for you
SIGNING UP/ MY ACCOUNT
Q. Do I need to sign up in order to shop?
A. Yes. Setting up an account makes it easier for us and for you. It will allow you to order without having to fill out your details every time you shop with us. You will also receive some benefits such regular newsletters and better yet exclusive discounts and offers from time to time.
You can set up an account before you start shopping or alternatively you can add any items you like to the shopping bag and create an account at the checkout.
Q. How do I make an order?
A. To make an order you can browse through the online shop and select the item(s) you wish to purchase. You then add the item you want to your shopping bag.
To complete the order go to the checkout area where you can pay for your item.
If you are a registered user and are logged in you will go straight to the payments section. If you are a new user you will have to register and you will then be re-directed to the payment section.
Q. How do I change or cancel my order?
A. This would depend on the status of your order. If your order has already been dispatched then the item(s) will have to be returned once you have received them. If the item has not been dispatched you can contact us at email@example.com providing all your order information. We cannot guarantee that your order will be changed or cancelled but we will try our best.
Q. When will I be charged?
A. If your card has been authorised, payment will be taken immediately. You will receive an email confirming your order has been successful.
In the event that your card has not been authorised for payment, payment will not be taken and we will email you to let you know why your bank card or issuer couldn’t authorise the payment. Don’t worry at this stage since there is usually something simple that can be done to fix this.
Q. I would like some more information on a product on the site.
A. We aim to provide as much information on each style as possible including content, product descriptions and washing instructions. However if you require more information on a product please contact us at firstname.lastname@example.org with your request and we will do our best to get back to you a.s.a.p