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FAQ

Can I visit your shop or warehouse?
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All our products are currently available to purchase online only. Information on all our products can be found on our website product pages. Should you require further information please email sales@bigberthaoriginal.com.

I would like a copy of the invoice for an order recently placed.
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If you require a VAT invoice, please email accounts@bigberthaoriginal.com

What payments options do you accept?
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We accept Visa Credit, Visa Debit, Visa Electron, MasterCard, MasterCard Debit and Maestro.

I have an enquiry regarding a bulk or trade order.
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We are proud to count many festivals, over 500 schools and countless major corporate events as customers using our beanbags. All of our products conform to the necessary regulations and also come with safety locking zips as standard. Please call 0845 450 5431 Monday - Friday: 9am - 4pm or email trade@bigberthaoriginal.com.

I would like to amend or cancel an order i have recently placed.
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Please call 0845 450 5431 or email us at cancellation@bigberthaoriginal.com. Be sure to include your order number, name and telephone number and we will contact as soon as possible.

I haven't received a confirmation email. What should I do?
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If you haven't received an order confirmation email, it is likely the result of one or two things:
Your order was never actually placed and processed.
You have entered an incorrect email address with your order

If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation.
In the event that you still cannot locate an order confirmation, please email sales@bigberthaoriginal.com or call 0845 450 5431

When are your office opening hours?
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Our office hours are 9am 4pm, Monday to Friday, excluding public holidays. For enquiries outside of these times, please email us at sales@bigberthaoriginal.com.

Can i create an account?
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We currently process orders individually so a customer account isn't required to place an order. If you would like to amend or cancel an order after it has been placed please call 0845 450 5431 or email us at cancellation@bigberthaoriginal.com. Be sure to include your order number, name and telephone number and we will contact you as soon as possible.

Can i order a fabric swatches?
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We currently do not offer fabric swatches. If you would like to exchange your bean bag cover for a different fabric or colour once received. It can be swapped by returning just the cover without the filling for an exchange. 

What can i expect on the arrival of my goods?
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Many of our beanbags are too large to ship filled. This is due to that fact that they are too large for the couriers maximum dimensions.

Please open the outer box carefully and take the cover and filling from the box. Please take a moment to review the instruction leaflet for guidance. Filling is simple, and usually takes just a few minutes for 2 people.

After setting up your beanbag, please keep hold of the packaging for a period. We suggest this because if you decide for any reason to return the item, you may require these boxes again in order that the beanbag can be shipped back. 

How can I track my order?
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When your order is dispatched from our warehouse, an email/ text will be sent to you, it will notify you that the goods are on the way and will provide you with tracking information & contact details.

You can track your order here.

What couriers do you use?
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All our orders are shipped using YODEL, Hermes, Parcelforce or DPD Couriers:
We utilise the couriers integrated desk dispatch systems to provide you with the best communication and service for your delivery.

You can track your order here.

What delivery options do you offer?
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Regular Delivery - £5.75 per order. Please allow up to 7 days for the item to arrive.

Express Delivery - UK Express delivery is charged at an additional £1.95 per order (£5.75+£1.95). Express orders take 2-3 days to arrive.

Next Day Delivery - We cannot guarantee next day delivery online. For a 24 hour order request please call 0845 450 5431 or email us at urgent24@bigberthaoriginal.com with your name and number and we will call as soon as possible.

I would like to upgrade to next day delivery.
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We cannot guarantee next day delivery online. For a 24 hour order request please call 0845 450 5431 or email us at urgent24@bigberthaoriginal.com with your name and number and we will call as soon as possible.

What delivery information will i receive regarding my order?
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When your order is dispatched from our warehouse, an email/ text will be sent to you, it will notify you that the goods are on the way and will provide you with tracking information & contact details.

We send the couriers your email and phone number so that they can contact you once they have processed the delivery in their depot.
A second email/ text will be sent to you once the items are ready to leave the couriers warehouse (usually early on the day of delivery) This will provide you with an estimated time for the delivery so you can make your preparations. Should you not be able to meet the slot, there is a link which may be followed to rebook the delivery to a more suitable time.

All orders are packed as quickly as possible. Express dispatch are packed the same working day if ordered before 12 noon (excluding Weekends).

You can track your order here.

What happens if i miss the delivery?
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If you miss the delivery, a card will be left, the courier will also attempt to retry the delivery the following day. Should you miss the second delivery you will be asked to collect the item from a provided location. Should they not hear from you in 10 days, the order will be returned back to our warehouse.

Where in the UK and Ireland do you ship to?
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We deliver across the UK & Irish Mainlands, we are not able to offer delivery to the following locations, Shetlands, Orkneys & Western Isles.

Do you ship to mainland Europe?
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Please see a list below of the countries we ship to. They also have their own website and stock. Click on the country name and it will take you to their website.

France
Netherlands/Belgium
Germany/Austria
Spain
Denmark
Sweden 
Finland
Italy

I have recently received an order and wish to exchange or return.
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So that we can process your query as efficiently as possible, please email us the details to exchange@bigberthaoriginal.com. Be sure to include your order number, name and telephone number so we can contact you if required.

Our full returns and cancellation information can be found here.

I have recently received an order and wish to report a fault.
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In the unlikely event of product fault, please email us the details to exchange@bigberthaoriginal.com. Be sure to include your order number, name, telephone number and photos of the faulty products so that we can process your query as efficiently as possible.