FREQUENTLY ASKED QUESTIONS (FAQs)
We want shopping with us to be as easy and fun as possible. With this in mind we have compiled detailed information on all our Frequently Asked Question
1: General
2: My Order
3: Lost Instructions
1: General
Q: How do I find a product I am looking for?
A: The easiest way to find what you're looking for is to search for it. The ‘Search’ box on the right hand side of every page. Simply type the title of what you are looking for into the box and click ‘Search’. The best results are often obtained if you enter just one or two key words from the title of a toy. Searching is not the only way to find what your looking for – browsing the site is also an option. The main areas of the site are shown in the green navigation bar to the top and the “Explore Bandai” box on the right hand side of most pages. The “Explore Bandai” box allows you to browse by toy brands found in our website.
Q: How do I operate a wish list?
A: When you use the Bandai.co.uk website we offer all our customers a wish list feature. This wish list is available for you to store products you are interested in but may not be ready to purchase yet. To add an item to your wish list click on the “Add to wish list” button on a product detail page underneath the “Add to basket” button. You will then be prompted to create a Username and Password for yourself so that once you have left the website you will be able to return and access your wish list again. Please note that due to laws governing the privacy of minors email addresses we do not collect an email address on signing up for a wish list and therefore, if you forget your password, you need to remember the answer to your secret question as we are unable to email you a new password.
Q: How much is Postage and Packing?
A: Our postage and packing charge is varied according to the amount you spend. More details can be seen on our Delivery Policy section.
Q: My credit/debit card has been declined, what can I do to rectify the problem?
A: We accept payment by MasterCard, Visa, American Express, Delta, Switch, Maestro, Solo and Electron cards. We do not currently accept any other credit, debit or online payment cards including Diners Club and Splash. If your bank has declined our request for payment then you will need to contact your bank directly rather than contacting our Customer Service department as they will not be able to help you.
Q: I cannot access my Bandai.co.uk account, why has this happened?
A: If you cannot access your account try signing in again, being careful to check your email address and password as you type them. If you have forgotten your password we will send your password to the email address you used when you registered your account with us.
If you believe that your email address and password are correct, or if you cannot recall your registered email address, please contact the Bandai.co.uk Customer Services who will be able to check your details and help you regain access to your account.
Customer Services
Bandai UK Limited
Jellicoe House
Botleigh Grange
Hedge End
Southampton
SO30 2AF
Telephone: 0845 6028782
Fax: 01489 790643
customer-services@bandai.co.uk
2: My Order
Q: How do I place an order?
A: Making a purchase at Bandai.co.uk is easy and secure. Firstly you need to choose an item. When you find an item you want to purchase, click the ‘Add to basket’ button. The item will be added to your ‘Shopping Basket’ this is found on the right of the page, below the ‘Search’ box. When you are ready to buy, click the ‘Checkout’ button in the Shopping Basket. You do not need to create an account with us in order to place an order. During the checkout process one will automatically be created for you. The account will store your name, address and credit/debit card details in our secure server. During the checkout process we will ask you to confirm the delivery address and show you the total cost of your purchase. Once you have checked these details and clicked ‘Confirm’ you will have completed your purchase.
Q: How long will I have to wait for my order?
A: Items that are in stock are usually dispatched from our warehouse within 24 hours by First Class mail and delivery usually then takes 3–5 working days.
Q: I have not received my order, where is it?
A: Delivery usually takes 3-5 working days from date of posting. Please see our Delivery Policy for more information or contact Customer Services on:
Customer Services
Bandai UK Limited
Jellicoe House
Botleigh Grange
Hedge End
Southampton
SO30 2AF
Telephone: 0845 6028782
Fax: 01489 790643
customer-services@bandai.co.uk
Q: Can I return an item, if so how do I proceed?
A: You may return any Products you have purchased within 7 working days of delivery for any reason (including if you simply change your mind). To do so you must notify us in writing or other durable medium (including email) within those 7 working days. You will then be entitled to a refund from us which will be paid as soon as possible but in any event within 30 days. You must keep any Products you intend to return to us in good condition while in your possession, must arrange for and pay the costs of returning the Products to Bandai at the following address.
Customer Services
Bandai UK Limited
Jellicoe House
Botleigh Grange
Hedge End
Southampton
SO30 2AF
Alternatively, at your request, we will collect the Products from you, but the cost of this will be charged to you and we may deduct this from the refund. If: (a) the Product delivered is not what you ordered (or is a Substitute Product), or does not correspond with its description; or (b) the Product delivered is not of a satisfactory quality Bandai will, at its option, deliver to you a replacement Product or refund to you the price paid and your reasonable costs of returning the Product. If you have any complaints about our Products or service you should direct them to us via email at complaints@bandai.co.uk or by post to the Customer Services Manager at the address in the Contacts section.
3: Lost Instructions
Q: I have lost the instructions for Badge It!
A: We have this document as a PDF file that can be used as a replacement to the one that came in the original packaging.
Please download this PDF file. [2MB]
Q: I have lost the instructions for Super Badge It!
A: We have this document as a PDF file that can be used as a replacement to the one that came in the original packaging.
Please download this PDF file. [2MB]