| Payment and ordering^ |
| What cards do you accept? We accept pretty much all major credit and debit cards.  What currency do you use? We only accept payment in UK sterling but if you pay by credit card don’t worry; your bank will convert it automatically for you. To check out the latest currency conversion rates click here. Can I pay by any other method? Is it safe to order online? We here at bigbadbuffalo.com recognise the fact that your personal information is just that, personal. Consequently we do everything in our power to ensure it stays safe. To do this we use the latest, most recognised, trusted and secure internet credit card payment provider- PROTX and use internationally trusted THWARTE’S 128 bit ssl encryption technology to ensure your credit details are safe. We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features: Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server Data Integrity – this checks the data being transferred to ensure it has not been altered If you are unfamiliar or unsure about online credit card payments we also accept payments by phone. Please have your credit card details ready when you call our ordering number 0845 257 5676 Orderline | 9am - 6pm Monday to Friday   Bigbadbuffalo Uses Secure Card Payment Technology 
What is Verified by Visa and Mastercode? 2. When you submit your order, the Verified by Visa or Mastercode window will appear. 3. A personal message will appear. This assures you that we are using a genuine Verified by Visa / Mastercode pop-up screen 4. Simply enter your personal password, then click “Submit”. 5. A confirmation message will appear as normal. The Benefits to our customers. 2. Reassurance that only they can use their card online with Verified by Visa 3. Once activated, their Visa card will be recognised at all participating online shops 4. There is no need to get a new Visa card, and it is easy and free - both to register and use 5. Can be used at any computer and there are no software requirements Verified By Visa and Mastercode is a Free service that we provide our online customers, you don't wish to use this service you can still make a purchase from our site no problem at all. Just follow the onscreen insructions and bypass the Verified procedure. Do I have to order online? Ordering over the internet with bigbadbuffalo.com is the safest and most secure method of paying, however If you are unfamiliar or unsure about online credit card payments we also accept payments by phone. Please have your credit card details ready when you call our ordering number 0845 257 5676 Orderline | 9am - 6pm monday to Friday When Will I be Charged? When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards. If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card. If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time). Do you sell gift vouchers? Unfortunately we do not currently sell gift vouchers. |
| Delivery charges and destinations^ |
| Can I pick up my order from your warehouse? Unfortunately it is not possible to pick up orders from our warehouse. Why do you no longer deliver to my country? Unfortunately we no longer deliver to the Middle East, most of the Far East and certain other countries. This was a business decision based on costs and we thank you for your past custom. . Which courier company do you use? We use Royal Mail, Parcelforce and Interlink Express for deliveries within the UK. We use Royal Mail and Parcelforce to Europe and Rest of World. Can you leave the delivery at an agreed hiding place? Unfortunately If you place your order using our standard delivery service or next day service, all orders require a signature, so we are unable to leave your order in a safe place. This is for various reason but this method ensures your order will not be stolen or lost and also protects us against fraud. Can someone else sign for my delivery? Yes, anyone at the specified delivery address can sign for the goods. |
| Questions about a product^ |
| Will you be getting any more in? Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. As a rule if its gone its gone but we do re-stock particular items. If its something you really what we can sometimes order it it in especially for you, drop us an email and will try our best to help you. I need more information about a product We include as much information as possible about a product on the product page itself. Usually, more detailed information like product sizing and materials can be found towards the bottom of the page. If you need more detailed information, please click here to contact customer care, quoting the product code. I saw this item in an advert but cannot find it on your site This means that the product is temporarily out of stock or has been discontinued. Tip – We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again. The product I ordered is now reduced. Can you refund me the difference? Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order. |
| Technical problems^ |
| During registration, I can’t get past the ‘find address’ part. If the pop-up window appears to freeze it is likely that your Internet Browser is not fully up to date and we suggest running Microsoft’s Windows Update to install the latest updates. My email address/password is not recognised Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site. Maybe you have forgotten your password? If so we can send you your password to the email address you registered with. Just fill in the box by 'Forgotten Your Password?' on the login page. If these are not successful or you have other email address or password related problems please click here to contact customer care with your query. I'm having trouble with my basket The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems. Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared. If this is happening to you, it may be because you are using the ‘back’ button on your browser, rather than the links in the website itself. Please try again using the ‘continue shopping’ button on the basket page and then only click on links within the bigbadbuffalo.com website. Do not use your 'back' button, or any other button on your browser if you can help it. We use cookies to remember who you are, please make sure that you can accept cookies from us, for an explanation of cookies click here. If these problems persist please click here to contact customer care. I am told that my card has expired, even though the expiry date is in the future. This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again. Information on the Flash player Other Technical Problems Before contacting bigbadbuffalo.com we recommend that you update your PC using the Windows Update tool.. If problems persist, please click here to contact customer care. To help us look into your problem please try to include in your email as many of the following details as possible: Your Operating System (e.g. Windows XP, Mac OS 9.0) Internet Browser (Internet Explorer 6, Netscape 7.02) What URL you were trying to access (e.g. http://www.bigbadbuffalo.com/contact.asp) What time the problem occurred Please cut and paste into the email any error message that appeared on the screen |
| Order Problems ^ |
Can you confirm you’ve received my return? Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used. Please note that we usually process a refund or exchange within 5 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 5 working days have passed since we received your return. If it has been more than 5 working days since we received your return please click here to contact customer care Can I cancel/change my order Once your order has been confirmed, If your order is awaiting dispatch it may be possible to cancel/change your order before it is dispatched. The best thing to do is contact us as soon as possible if you wish to cancel/change an order. If however your order has already shipped, you will need to return the order to us. Please refer to the 7 day Cooling-off period for more details.
I’m not going to be in when you deliver my parcel. What will happen? The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. I forgot to use my Discount Code / I used my Discount Code but price stayed the same Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout. Thier can be many reason for this type of issue such as discount codes expireing etc and so we recomned contacting us if you have any dificulties with disoucnt codes. |
| Tracking your order^ |
Can I track my order? Where is my order? Standard Delivery Orders We aim to deliver Standard Delivery orders within 1-5 working days. Please note that this can be delayed especially at busier times of the year, such as Christmas. Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service. Once your order has been shipped please remember to allow 5 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 8 working days after your order is ‘Shipped’ before contacting us. For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Please check our Delivery Charges page for information. If you have followed the instructions above and still have not received your order, please click here to contact customer care with your query and order number. Next Working Day Orders If you are expecting delivery of your order today (i.e. your order was placed before 2.00pm on the previous Working Day (Monday–Thursday, except bank holidays)), please allow for delivery to take place up to 5.30pm. A courier, requiring a signature, delivers the packages and so your order will not arrive with the normal post. If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot. If you have followed the instructions above and still have not received your order, please click here to contact customer care with your query and order number. |
| Returns^ |
| I need to return an item If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 14 days of receipt. We will issue a full refund on receipt, or exchange the item for a different size / colour if preferred. Please note: If you require a different product (rather than a different size or colour of the same product) you will need to place a new order online and return the original item for a refund. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. For more details, including the returns address, please refer to our Returns Policy Faulty item If the item you received is faulty, please click here to contact customer care q quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us. I received the wrong item If the item you received is not what you originally ordered, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. How long will it take to refund me? Before contacting us please take note of the timescale's required to process a refund: Please allow 5 working days from receipt of a return for us to process a refund. Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent). After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 2 Working Days). When will I receive my replacement? Before contacting us please take note of the timescale's required to process an exchange: Please allow 3 working days from receipt of a return for us process an exchange. Once the exchange has been processed please allow the following additional days for delivery of your replacement item: - UK – Up to 4 Working Days - European Union – Up to 8 Working Days - Rest of World – Up to 14 Working Days Part of my order is missing Regrettably mistakes can happen. If you have received you order and an item is missing, please click here to contact customer care quoting your order number and the missing item and they will investigate the matter further. Can I return my goods in person to your Warehouse? Unfortunately, for security purposes, we are unable to accept any orders returned to our Warehouse. Do I have to pay for return postage? If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. If the item you received is faulty, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us. If the item you received is not what you originally ordered, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. Why have you not refunded the delivery charge? Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable. You have refunded me the wrong amount Regrettably mistakes can happen. If you think you have been refunded the wrong amount please click here to contact customer care quoting your order number and the required refund amount. Please note:
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| About bigbadbuffalo.com^ I'm new, How do I order? Welcome to bigbadbuffalo.com we have worked very hard to make our site as simple and easy to use as possible. Simply select an item from anywhere on the site, choose your preferred size and colour, and then add to your shopping basket. You can keep an eye on the total number of items selected and how much you have spent. This is always on display in the top right hand side of your screen. At any point you can review your order and delete items if you’ve changed your mind via your basket. Proceed to the checkout area when you are happy with your selections, there you will be prompted to enter your billing and delivery address, confirm your order and supply payment details. You will receive a confirmation email after payment and another when your item is dispatched. We only charge your card when we have dispatched your order! SIMPLE REALLY! Please contact us if you have any problems click here, or call us on 0845 257 5676 - 9am-7pm. Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent). Do you have a catalogue? Bigbadbuffalo.com does not currently publish a catalogue but it is the pipeline and will be with you reall soon. Sign up to the bigbadbuffalo.com newsletter to keep informed. Do you have a Shop? No, we do not have a shop, we are a independent UK based Internet Retailer. We do deliverr to most countries. Can I Contact you by Phone? We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call center, and we have built this lower cost into our prices passing the savings on to you. Please note that in surveys, our customers have overwhelmingly and consistently said they wanted cheaper prices over anything else. Do you do wholesale? No we do not, we are a retailer and sell directly to our customers. |
