FAQ

 

What is your shipping policy?

We offer both domestic and international shipping. Orders are typically dispatched within 1-3 business days. Shipping rates are calculated based on the weight and destination of your order. Please note that the provided shipping rates are fixed charges for posting and packaging based on Royal Mail estimates and the final charges may vary slightly upon processing.

DOMESTIC

We offer the following Royal Mail shipping options:

  1. Royal Mail Tracked: Royal Mail aim to deliver within 2 - 3 working days. (Please add an extra working day if there's a Redirection in place.). Tracked to the delivery point.

  2. Royal Mail Tracked & Signed: Royal Mail aim to deliver within 2 - 3 working days. (Please add an extra working day if there's a Redirection in place.) Signature on delivery.

    For more information please visit the Royal Mail website.

INTERNATIONAL

Customs duties and taxes may apply to international orders depending on the destination country. The customer is responsible for paying any customs duties or taxes incurred.

What forms of payment do you accept?

We accept all major credit and debit cards and PayPal.

My item has not arrived, what should I do?

If your item has not arrived, we recommend the following steps:

  1. Does your order have tracking information: If yes, use the tracking number provided in your shipping confirmation email to check the status of your package. The tracking information should indicate your package's current location and estimated delivery date.

  2. Contact the shipping provider: If the tracking information shows that your package has been delayed or is not moving, contact the shipping provider for more information. You can usually find their contact information on their website or in the shipping confirmation email.

  3. Contact our customer support team: If you do not have tracking information or you have not received your package within the estimated delivery time and the shipping provider is unable to provide additional information, please contact our customer support team. We will investigate the issue and work with the shipping provider to resolve any issues as quickly as possible. Please get in touch as soon as possible if your order has not been delivered within the estimated delivery time so we can best assist you in receiving your order.

Please note that international shipments may be subject to customs clearance delays, which can vary depending on the destination country. Additionally, unforeseen events such as extreme weather conditions or natural disasters may also impact delivery times. We appreciate your patience and understanding in these situations.

Can I get a refund?

If you want to return an item and get a refund, please refer to our returns policy.

If you want a refund because the item is delayed or missing, please note, we will only be able to issue a refund if the item hasn’t been delivered by the due date plus 10 working days.

Refunds typically take up to 3-5 business days to appear on your balance. The refund will be issued to the original payment method.

What if I receive a damaged or defective item or an order with missing items?

If you receive a damaged, defective item or an incomplete order, please contact our customer support team within 48 hours of receiving the item. We will provide you with instructions on how to return the item and issue a refund or exchange.

Can I cancel or modify my order after it has been placed?

We typically process orders quickly, so it may not be possible to modify your order once it has been placed. You may cancel an order before it has been dispatched but you cannot cancel it after it has been fulfilled. If you do not want an order after it has been fulfilled and dispatched, you must wait for the item to arrive and then you must follow our returns policy. Please contact our customer support team for further information and support.

What if my package is damaged during shipping?

If your package is damaged during shipping, please contact our customer support team immediately. We will work with the shipping provider to file a claim and issue a refund or replacement if necessary.

What if I have a question about sizing or fit?

We currently have one size for each baati style that we stock. Please note that the measurements were obtained by manually measuring the product. Size may be off by 1-2 CM. If you still have questions about sizing or fit, please contact our customer support team for assistance.

Will the colour and style of the garment be the same as in the product photography?

We make every effort to ensure that the product photography accurately represents the colour and style of our garments. However, please keep in mind that different computer monitors and display settings may affect the way colours appear on your screen.

We name our garments using the main colours found on the garment, which can also give you an idea of the colouring. For example, if a dress is named "Navy Floral", you can expect the dress to be predominantly navy with floral accents.

If you have any concerns about the colour or style of a garment, please contact our customer support team before placing your order. We will do our best to provide additional information or images to help you make an informed decision. If you receive a garment that does not match our product photography or your expectations, please contact our customer support team to discuss your options for return or exchange.

Any other questions?

If you have any questions, please email us at: contact@baati.co.uk