Top 5 Frequently Asked Questions

1. Where is my order?

Please check My Account page.

2. What are your returns & refunds policy?

You can contact us on [email protected] within 28 days of purchase. For more information and our full returns & refund policy, please see Returns & Refunds Page.

3. How do I return an item?

You can return your item to our nearest stores or email [email protected] within 28 days of purchase. For more information on how to make a return, please see our Returns & Refunds Page.

4. How do I contact you regarding my order?

If you’ve been unable to find a solution on our help pages and need further assistance, please e-mail us at [email protected] (please be aware that our typical response times are between 24-72 hours depending on our volumes).

5. Where can I find your store?

Find our brand’s local store with our Store Locator.

2. Click & Collect

We will keep you updated throughout every stage of the process via email and text message, please see the steps below:

Step 1. Order Confirmation email

Upon placing your order, you will receive an email to confirm that your order is being processed. Please check this to ensure that your order details are correct.

Important: Please check that your confirmation email has been received. If you don’t receive your confirmation within an hour of placing your order, please contact a member of our dedicated customer service team. Your email address may have been typed incorrectly and will need to be updated in order for you to receive your collection email.

Step 3. Collection email

Once your order is ready in your selected store, you will receive an email to let you know. and will be available for collection within 48hours.

Step 4. Item Cancellation email

If your ordered item is not available in the store, you will receive an email to let you know that order has been cancelled.

Step 5. Order Cancellation email

If your order is not collected within 48hours, we will cancel the order. You will receive an email advising us that your order has been cancelled.

3. Delivery

We will keep you updated throughout every stage of the process via email and text message, please see the steps below:

Step 1. Order Confirmation email

Upon placing your order, you will receive an email to confirm that your order is being processed. Please check this to ensure that your order details are correct.

Important: Please check that your confirmation email has been received. If you don’t receive your confirmation within an hour of placing your order, please contact a member of our dedicated customer service team. Your email address may have been typed incorrectly and will need to be updated in order for you to receive your collection email.

Step 2. Dispatch email

Once your order has been dispatched, you will receive an email to let you know. You can check the status of delivery on the My Account page.

Step 3. Item Cancellation email

If your ordered item is not available in the store, you will receive an email to let you know that order has been cancelled.

Step 4. Order Cancellation email

If our delivery partner cannot reach you through your mobile, the order will be returned to the store. The store will try to reach you again through your mobile & email but if there still no response within 48hours, your order will be cancelled.

4. Ordering

5. The item I ordered is out of stock. Why is it on the website?

We’ll always aim to let you know if an item is out of stock as we want you to be able to order and receive the products without any issues.

However, all items ordered with bfab depend upon availability so some of your products cannot always be guaranteed at that moment in time.

2. How do I place an order?

Shopping and placing an order with bfab don’t get much easier! To begin, log-in to your account and begin browsing our beautiful ranges.

When you’ve found the products you want, simply click ‘Add to Cart’ and resume your shopping or click ‘View Cart’ to double check you have everything you need. Once you’ve got everything, you will then be given the option to checkout.

To ensure a smooth transaction, any addresses or payment options saved to your account will automatically display in the checkout. If you do not have your details saved, then you will need to enter the details manually.

After you’ve completed these steps, check everything is correct and you can start to get excited for your new purchase. We will also send you an email to let you know your order has started its journey to you!

3. Can I make changes to my bag?

Yes. Simply click on ‘My Cart’ at the top of the home page and you can see the products you have added for purchase.

To stock up on your favorite items, press the + button, and press the – button if you want to remove any items. If you want to remove an item from your Cart entirely, then press the x button next to that item and your Cart will update automatically.

4. How will I know when my order has been dispatched?

You can find out the status of your order via ‘My Account’ on our website where you can see if your order is being processed or if it’s already on its way to you!

You will also receive a dispatch email once your order has started its journey.

For Click & Collect orders, you will receive a ‘Ready for Collection’ email to let you know that your order is in store and ready to collect.

Please note: Click & Collect orders cannot be tracked.

6. How do I cancel my order?

We are sorry to hear you want to cancel your order.

If there is anything we can do to help with your order, so you don’t need to cancel then please let our Customer Service team know via the ‘Contact Us’ section.

To cancel your order, select the order in ‘My Account’ and remove the items you wish to cancel. If your cancellation is successful, we will send you a confirmation email.

If the cancellation fails, it is because the order is already being processed.

7. What do I do if I have ordered the wrong item?

You can cancel your order through ’My Account’ by selecting the individual item or the whole order. Once you have cancelled it, you will receive a confirmation email to let you know it was successful.

If the cancellation fails, it is because the order is already being processed. If this is the case, please ‘Contact Us’ to see if we can amend your order.

8. What happens if my order arrives damaged/faulty?

We are so sorry your order has arrived damaged/faulty and for any inconvenience this may have caused.

Please reach out to us via the ‘Contact Us’ section so we can look into this for you. If possible, please contact us with the information below to help us resolve this issue for you.

Order number

Product name

Details of the fault

Images that support the fault (if applicable)

9. I have received the wrong item. What should I do?

We are so sorry you have received the wrong item in your order and for any inconvenience this may have caused.

Please reach out to us via the ‘Contact Us’ section and provide the following information so we can look into this for you.

Order number

Incorrect item received.

The correct item ordered.

Once we have looked into what went wrong, we will send you an email or call you with the next steps.

10. There is an item missing from my order. What should I do?

You can check the status of your order in ‘My Account’ page as your items may be shipped separately to reduce any delay. If your missing item is on a separate shipment, then you’ll need to allow longer for it to reach you.

If you’re still unsure, please ‘Contact Us’ with our Customer Service team and they’ll be happy to help.

11. My item has a security tag attached, what do I do?

We are so sorry you have received the security tag with your order and for any inconvenience this may have caused.

If possible, please pop into your nearest store with your receipt and we can get this removed immediately.

If you do not have one of our stores closed by then please ‘Contact Us’ with our Customer Service team who are more than happy to help.

12. How do I use bfab Rewards Points?

When you have finished shopping our beautiful ranges, head to ‘My Cart’ where you will see a box labelled ‘Enter Points’ under your chosen products. Enter your coupon code into this box and click ‘Redeem’.

If your code does not work, then please double check you’re not trying to use more than one offer and check our ‘Exceptions’ List.

13. How do I use a Promo Code?

When you have finished shopping for our beautiful ranges, head to ‘My Cart’ where you will see a box labelled ‘Enter Coupon Code’ under your chosen products. Enter your coupon code into this box and click ‘Apply coupon’.

If your code does not work, then please double check you’re not trying to use more than one offer and check our ‘Exceptions’ list.

If you are still having issues with your coupon code, please reach out to our Customer Service team via ‘Contact Us’.

We also have another option of refund, where we will credit returned value thru your bfab wallet which can be used when placing an order again.

5. Payment and Discounts

6. How can I pay for my order?

We offer flexible payment options:

• All debit cards

• All credit cards

• Apple pay

• Samsung Pay

• Zain Cash

• Coupon Code

• bfab Rewards Points

• bfab Wallet

2. How do I use bfab Rewards Points?

When you have finished shopping for our beautiful ranges, head to ‘My Cart’ where you will see a box labelled ‘Enter Points’ under your chosen products. Enter your coupon code into this box and click ‘Redeem’.

If your code does not work, then please double check you’re not trying to use more than one offer and check our ‘Exceptions’ list.

3. How do I use a promo code?

Once you’re satisfied with your choices, simply click ‘My Cart’. You’ll see a box which says, ‘Enter Coupon Code’.

Paste the promo code into this box and click ‘Apply coupon’.

If the code doesn’t apply, please check that you’re not trying to use more than one offer. Please also make sure that none of the items in your cart are on our ‘Exceptions’ list.

If you have any problems entering your code, don’t hesitate to reach out to our Customer Service team via our ‘Contact Us’ options.

6. My Account

7. How do I register?

All you need is a valid mobile no. & email address. You can register here.

2. How do I register to receive special offers?

We’ll automatically sign you up to receive special offers when you register your account.

3. How do I change my account details?

You can change your details by simply logging into your account. Click on ‘My Profile’, here you can make changes to your personal details & password and ‘Address’, here you can change your shipping details.

4. Are my personal details safe if I create an account?

You can rest assured that shopping with bfab is safe. Keeping your details secure is of the utmost importance. If you would like further information, please visit our ‘Privacy Policy’ page.

5. I have forgotten my password. What should I do?

If you can’t remember your log-in details, simply select 'Forgot Password?’. Here, you’ll be able to enter your email address and you will receive OTP to reset your password.

7. Rewards

8. What are Rewards?

bfab ‘Rewards’ is our loyalty program where you can earn points with every purchase and receive exclusive offers & discounts! You can find Rewards in your ‘My Account’ page.

2. How do I register for Rewards?

We’ll automatically register you to our rewards program when you register your account.

3. How do I update my details for Rewards?

Simply update your details in ‘My Account’ and this will update bfab Rewards.