FAQ

Yes! We're currently able to offer same day despatch from our warehouse Monday to Friday on all orders if placed before 3pm. 

Covid-19 is affecting couriers across the country, and a small percentage of orders will find there may be a delay of a couple of days. The tracking information we provide will highlight this. This is constantly changing and we will update this section if we are advised to do so.

We'll be communicating any significant delays about your order using the email address you provided at checkout.

We're happy to say we're 100% fully operational and can process all orders, and communicate with you as normal. We recommend ordering to an address that you know you’ll have access to, such as your home. Business addresses may have restricted access depending on the organisation and any further government updates.

The wellbeing of our staff is paramount, and we are following all necessary government guidelines to ensure risk is at its absolute minimum. 

Staff are working from home where applicable. and all surfaces and equipment within our warehouse are cleaned daily, with social distancing guidelines adhered to.

We have worked closely with our supply chain to ensure they too are following healthy and safety government guidelines.

We all need to pull together during this time, and we will come out of this stronger and more united.

We hope you find the answer you need within our support hub, but if you need some help, or want to reach out to one of the bamae team there are various ways you can do it.

Our customer service lines are open Mon-Fri, 10am-3:30pm. You can get in touch through one of the following: 

1) Facebook messenger - just click the icon in the bottom right hand corner of the screen.

2) Instagram - we're always around @bamaelife so pop us a message and we'll get back to you asap.

3) Contact page - Just fill in our contact form here and one of the team will be in touch.

4) Live Chat - Click the chat bubble in the bottom right of the page & we’ll help you the best we can.

Each product has its own individual size chart and sizes can vary due to materials used. For example, materials which have stretch have more give so it all depends on your personal preference.

Look out on each product page for this sign:

This will give you all the required sizing information in UK, EUR and US format.

We try to restock as often as possible but can't always guarantee a timescale. 

To be up to date with news on restock dates and new products, sign up to our newsletter at the bottom of any of our web pages, and check for updates on our social media channels.

When Bamae first began as a small start-up business it, unfortunately, wasn’t financially feasible for us to be able to stock every size. 

However, body positivity and inclusivity is a big part of our values and we are getting closer every day to be in a position where we can release products in sizes over 16.

Any new products will be announced via our social media so keep an eye out there for any updates!

Here at Bamae we love the idea of community support and that's a big part of what we try to promote with our Brand Ambassador programme. 

Upon being accepted, you'll have the opportunity to join private social media groups and be a part of our amazing community of supportive ladies! You'll have the chance to share your experiences with fitness and health and about the journey that you've been on. You'll be able to support others and receive support. 

Other benefits include a lifetime 15% discount on our products, the chance to be invited to exclusive events and photoshoots to support Bamae, other ambassadors and make memories on your journey.

If you think you’re interested you can find out more and apply here.

As well as being invited to join our amazing community through private social media groups, you’ll also experience some of the following and more:

• Invitations to exclusive brand events and photoshoots (with photos for you to take away)

• One time 30% discount and a lifetime 15% discount

• Monthly events in the social media groups for you to participate in

• The chance to give and receive support within our community

• Free online workouts (worth over £100) with qualified personal trainers

It's great to hear that you're interested in joining our community! 

You can find the application, along with more information and benefits of the programme here

We are working hard to make bamae fully sustainable and hope to achieve this within the next three years. We have looked at our operations and supply chain in detail and have reduced our carbon footprint where possible. We have done this by:

 

Minimising use of plastics - We have removed plastics where possible. Our mailbags are made with 100% recycled plastics, and are also recyclable. We encourage you to reuse them/and or recyle them.

 

Paper free - We will email you your order information rather than print and send. We also keep our records electronically rather than on paper.

 

Clothing - Some of our garments and accessories are already made with sustainable materials. For example our Relax collection is made from GOTS certified 100% organic cotton and recycled polyester. Also our gym bags are 100% organic cotton. Our aim is to have all our clothing fully sustainable within three years. Keep your eye out for icons across our website such as:

 

Organic cotton comes from seeds that have not been genetically modified (non-GMO) and is grown naturally without the use of fertilisers or chemical pesticides. Farming of organic cotton uses natural methods such as crop rotation, which benefits the earth, animals and environment and also promotes well being and quality of life for the farmers and their communities.

The Global Organic Textile Standard (GOTS) is a worldwide leading textile standard for the production of organic fibres, and is based on both ecological and social criteria.

We care deeply about how our products are made, and ensure they are done adhering to high ethical standards.

We adhere to the labour principles set out in the Amfori BSCI Code of Conduct. This means we adopt a ‘fair play’ approach to selecting our factories. Not only must they achieve high standards and respect workers’ rights; they must also offer decent working hours. Maintaining these standards ensures all our products have been produced in a fair, honest and legal way, without exploiting the people who make it

We avoid harmful, banned or restricted chemicals that may be unsafe and abide by the OEKO-TEX STANDARD 100. This provides the ultimate reassurance that our fabric has been tested by independent experts and contains nothing on the restricted substance list of Registration, Evaluation, Authorisation and Restriction of Chemicals (REACH) regulations or the ECHA SVHC Candidate List.

We love adding people to the bamae family.

If you love the brand and wish to see what opportunities are currently available then please check out our careers page here.

United Kingdom

Depends on how quick you want your items. We dispatch the same day Monday to Friday if ordered before 3pm. If you order after 3pm on a Friday, Saturday or Sunday, your items will be shipped the next working day; Monday.

UK Economy delivery - receive within 7 days - FREE 

Standard delivery - receive within 2-4 days - £3.95

Express delivery - receive within 1-2 days - £6.95

 

International

USA, Australia & Canada - Receive within 6 to 7 business days - £10

Europe - Receive within 3 to 5 business days - £5

Please note due to Covid at times there can be slight delay

For standard delivery we use Hermes and for express delivery we use Royal mail. For International shipments we use Royal Mail, and then the courier within the recipient country delivers the final step. All shipments are tracked.

As we offer same day dispatch, we often dispatch orders so quickly that it’s hard to make changes, so if you want to change your order, please get in touch asap before we've dispatched it via our contact us page.

If you have chosen free standard delivery (Hermes) and nobody is at your property on the day of delivery and it can't fit through the letterbox, the courier may attempt to leave your parcel in a safe place - they will leave a delivery note through your door stating where they have left it.

If you order via express delivery (Royal Mail) and it can't fit through your door, then the courier will take it to your local sorting office for collection. They will also leave a delivery note with instructions on how to collect your parcel.

On rare occasions, you may experience that your parcel hasn't arrived and you haven't received a delivery note through the door. In these circumstances please get in touch with us via the contact us page.

It rarely happens, but sometimes your tracking information may show that your item has been delivered when you haven't received it.

In these circumstances we'd recommend the following:

1) Check your safe/secure locations around your property where your courier would usually leave your parcels such as porches, sheds, behind a bin.

2) Check with your neighbour(s) to see if the courier delivered to them who may have kindly accepted the parcel on your behalf.

3) Check at your local post office depot if you chose express delivery (Royal Mail).

If you have carried out all the above then please get in touch with one of the team who'd be happy to help, via our contact us page. Please contact us within 60 days of dispatch so we can investigate with our couriers. After this period has lapsed, bamae cannot be held accountable to refund or resend.

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As all orders are currently shipped from the UK, you may have additional import fees upon delivery.

Europe - With new rules after Brexit, VAT will be payable by the consumer within their country and will be subject to the applicable VAT rate of that country.

USA - For more information, please check with the US Customs and Border Protection Department. If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.

AUSTRALIA – All orders above AUS$1000 will be subject to import duties. This figure can vary depending on the value of the parcel, so please check with the Department of Home Affairs for more information

NEW ZEALAND - All orders above NZD$60 will be subject to import duties. This figure can vary depending on the value of the parcel. You can get an estimate from the New Zealand Customs Service website click here to go through.

REFUSING TO PAY CUSTOMS or VAT

If you choose to refuse the customs fee and the parcel is returned back to Bamae, a shipping & handling fee may be deducted from your refund.

If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.

There are two ways to track your order

1) Once your order has been dispatched you will receive an email with your tracking number. Simply click on the tracking number within your email and it will take you to the tracking page and tell you the status of your delivery.

2) If you create an account with bamae, you can view all your orders that you've placed with us within your account when logged in. If you click on an order, you will then see the tracking number. Simply click the tracking number and it will show you your tracking details and status of your parcel.

If you've not received an item(s) that you ordered we sincerely apologise. On the rare occasion this may happen, we ask you to get in touch with us via our contact us page as soon as possible with the following information:

- Order number (starts with a # and can be found within your order confirmation email).

- Name, colour and size of them missing item

In some cases, we may offer you an exchange or refund in place of the missing item.

If you've received an item(s) that you never ordered we sincerely apologise. On the rare occasion this may happen, we ask you to get in touch with us via our contact us page as soon as possible with the following information:

- Order number (starts with a # and can be found within your order confirmation email).

- Name of the item not received.

- Details of the item received instead

We may also ask for photographs to be sent.

In some cases, we may ask you to return the items to us for a refund.

If you've received an item(s) that are faulty we sincerely apologise. On the rare occasion this may happen, we ask you to get in touch with us via our contact us page as soon as possible with the following information:

- Order number (starts with a # and can be found within your order confirmation email).

- Name of the faulty item 

- Details of the fault

We may also ask for photographs to be sent.

Once we are informed we can start the process of sending you a replacement and may ask that you send the faulty item(s) back to us. If we ask you to return the faulty item(s) we will provide you with a free returns label to do so.

As we offer same day dispatch, we often dispatch orders so quickly that it’s hard to make changes, so if you want to change your order, please get in touch asap before we've dispatched it via our contact us page.

As we offer same day dispatch, we often dispatch orders so quickly that it’s hard to make changes, so if you want to change your order, please get in touch asap before we've dispatched it via our contact us page. 

If we have dispatched it and you no longer want your item(s), you will need to return the items as per our returns policy.

We want to make sure our returns are quick and easy for you to do if some item(s) are not suitable. We currently offer FREE UK returns.

We do not cover the cost of returns from outside of the UK (International), but you are certainly welcome to return items if they meet the conditions below.

We are happy to offer an exchange if the item isn't the right fit. If we are out of stock and the requested exchange is not available, our returns team will get in touch with you to organise a suitable replacement.

If you simply want a refund, that is of course absolutely fine. Please see our policy below:

- You have 60 days to return your item(s) from the day of dispatch.

- Items must be unwashed and unworn with all tags still attached. 

- Items must be in the condition they were shipped out to you with no marks, make up, deodorant marks, pulls, rips, tears, smells.

- We reserve the right to refuse your exchange or refund if the items we receive back are not in the condition of which they were originally sent. If this is the case we will arrange for shipping to the given shipping address.

- You will be refunded for the product alone. We offer free standard delivery, but if you chose express delivery at checkout, you will not be refunded for this.

- If you are exchanging, you only need to return the item(s) you wish to exchange, and not the entire order.

- If returning a set, the full set must be provided to qualify for a refund.

If you have any questions please contact the bamae team here.

Before filling out the returns form, please make sure to double check the returns policy. Important things to note: - You have 60 days from day of despatch to returns your item(s)- Items must be unworn/unwashed and in original condition with all labels.- If returning a set, the full set must be provided to qualify for a refund.United KingdomWe've made returning an item with us easy and painless. We know you have better things to do like going for a walk, exercising or reading a book, then spending your time making returns.To make a return simply emailing csteam@bamae.co.uk You will need the following information:- Order Number (starts with a # and you can find it in your confirmation email).- Name and email address.-Item(s) being returned - Reason for return.Once you've submitted this information our team will be in touch with the email provided and will provide a returns label for you to print off and stick to your parcel. We will also provide you a QR code in case you don't have a printer which allows you to print in store. This parcel will then need to be taken to a Hermes drop off location, where they will take your item and provide you with a receipt.You can find your nearest Hermes drop off point here.InternationalTo make a return simply get in contact with us here and provide the following information:- Order Number (starts with a # and you can find it in your confirmation email).- Name and email address.-Item(s) being returned- Reason for return.We will then give you the address for you to return your package. Please note we do not cover the costs of International returns. For peace of mind you may wish to use a tracked service to ensure it arrives. We are not responsible for any returns that go missing within the postal system.

Of course! 
We are happy to offer an exchange if the item isn't the right fit. If we are out of stock and the requested exchange is not available, our returns team will get in touch with you to organise a suitable replacement.

Please check the returns policy for more details about exchanging your item(s). 

You can fill out the returns form here.

If you have any questions please contact the bamae team here.

We want to make sure our returns are quick and easy for you to do if some item(s) are not suitable. We currently offer FREE UK returns.

We do not cover the cost of returns from outside of the UK (International), but you are certainly welcome to return items if they meet the conditions laid out in the returns policy.

If you have any questions please contact the bamae team here.

Refunds will be processed within 7 days of receiving your returned item(s).  But please be mindful that it may take additional time for your bank to process it on their end and return the funds to your account.

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Yes! Upon the completion of your return, you will be issued with an email to confirm the refund! Please keep in mind it may take a few days for the funds to appear back in your account.

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We accept all major credit and debit cards. 

You can also use the following payment methods: Paypal, Apple Pay, Google Pay, Klarna

Founded in Stockholm, Sweden, Klarna is one of Europe's fastest-growing companies and a leading alternative payment provider. Klarna’s vision is to make shopping smooth, adding value for consumers and retailers with unique payment options and superior customer experience.

Klarna has 3,000 employees across 17 countries, and is the pioneer in pay later options, trusted by 90 million shoppers with 200,000 merchants working with us worldwide.

Klarna may run unrecorded enquiries (soft search) which does not impact your credit score, and are only visible to yourself and Klarna - they are not visible to Bamae or other lenders. Neither Bamae or Klarna run credit searches against your that can impact your credit score. This includes at the point of application, if a payment is missed, or if the outstanding balance enters the debt collection stage.

Please visit Klarna's customer Service for a full list of FAQs, live chat and telephone options at www.klarna.com/uk

Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time.

Klarna Bank AB (publ) is the lender and we act only as the introducer. The credit product is provided by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18 and over, depending on their status. Terms and conditions apply.

Klarna Bank AB (publ) is authorised and regulated by the Swedish Financial Supervisory Authority. Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website. Please note that Pay in 30 days and Pay in 3 instalments are not regulated by the FCA.

You will have 30 days to try on your order and pay Klarna from the day you order is shipped. There is no interest or fees to pay. Once your order is confirmed you will receive an email with payment instructions within two days from Klarna.

You can pay via credit or debit card at www.klarna.com/uk

You can pay for your order at any point after you've received your email from Klarna with your payment details. Follow the instructions within that email.

Klarna is an independent payment company - Bamae Limited has no influence over their application process. If you have any queries regarding this or payment, please contact Klarna Customer Service

This allows you to make payment in three equal instalments, and the payments will be automatically taken from the debit/credit card you entered at checkout. Your first payment will be taken once your order is confirmed, the 2nd payment 30 days later, and the 3rd payment 30 days after your second payment. 

You can pay for your order at any point after you've received your email from Klarna with your payment details. Follow the instructions within that email.

Pay in 30 days - Your payment is due 30 days after the item is shipped. Klarna will alert your before payment is due to help remind you to pay on time. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay in 30 days’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

Pay in 3 installments - Klarna will automatically attempt to collect your second instalment from the debit or credit card that you entered at checkout. If the payment cannot be collected on the scheduled due date Klarna will make a further attempt to automatically collect payment 7 days later and again 7 days afterwards. Should this last payment attempt fail, Klarna will add the failed amount to your final instalment. Klarna will automatically attempt to collect your final instalment from the debit or credit card that you entered at checkout. If the payment cannot be collected on the scheduled due date Klarna will make a further attempt to automatically collect payment 7 days later and again 7 days afterwards. Should this last payment attempt fail Klarna will issue you with a statement for the full outstanding order amount which will become payable 15 days later. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay in 30 days’ or ‘Pay in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort

Once Bamae has accepted your cancellation, or received your return, Klarna will cancel the statement and/or refund your payment.
Please keep in mind it may take a few days for the funds to appear back in your account. 

Bamae is not responsible for any refunds issued by Klarna.

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When you checkout there will be a box for you to add your gift card or discount code! Then just click apply and it will automatically be added to your purchase.

We’re sorry to hear you're having trouble with this! 

Please double check that the code you're trying to use is typed correctly and/or isn't expired.

If you’re still having trouble please get in contact with the bamae team here and we’ll help the best we can.

Currently our Ambassador accounts page and Customer accounts page are separate.

If you set up a customer account (you would have needed to set this up at the time of placing your order) and want to log in to check the status of your order please log in using this link You can also reset your password if you’ve forgotten it.

If you’re an ambassador and want to log in to your ambassador account (where you can check your commission sales/create a discount code for your followers) please log in here.

If you need any further assistance, please contact the bamae team here

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Please check that you are using the correct email and that everything is spelled correctly.

Please also check that you created an account with us and didn't just enter your email to subscribe to our email service.

If you continue having problems with this please check the info under the “trouble signing in” section where you will also find the link to get in contact with the bamae team if need be.

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