Banbayu's FAQ Page
If you have any questions, our FAQ might be able to provide you with the answer.
If however you cannot find what you are looking for, please do not hesitate to contact us here and we look forward to help you.
What are the delivery charges?
We offer free delivery on orders over £100. Any orders below that will require a standard shipping charge depending on total weight of the order.A detailed overview of our delivery options can be found here
What happens when I miss a delivery?
If you miss a delivery, the courier will leave a notification card. Please liaise with the courier company directly to arrange a redelivery. Please note, our courier requests 48 hours notice for cancellation of a pre-arranged delivery.
If you do not inform the courier, a second delivery slot will need to be arranged which will be subject to a second delivery charge. The subsequent delivery date will be earliest possible, but will depend on availability.
How are custom made items delivered?
‘Custom made’ items are made to order. Once we have received your enquiry, we will respond within 24 hours to confirm your order and answer any questions you may have. All our communication will be via eMail. Once your order requirements have been confirmed and a non-refundable deposit payment of 50% has been received, we will begin the manufacturing process of your bespoke item.
We anticipate an average 6-8 months for custom-build furniture deliveries. We keep you informed throughout the process with updates and progress. If you have any questions about a specific product, please contact us.
How does the return process work?
In the rare event a product has been delivered damaged or does not meet your expectations, we will do our best to replace, repair and/or refund the item. A detailed overview of our return policy and process can be found here
How much time do I have to return an item?
Once you received your order, you have 14 days to let us know in the event that you like to return, replace or refund an item.
How will I be refunded and how long will it take to receive my refund?
Once we have received the items, we will refund via the payment method you have used to pay the items. Under normal circumstances, this will take no longer than 5 (five) days after we have received and checked the products. Refunds will usually take up to 10 (ten) days to clear in your account.
How do I return a custom made item?
As all our custom-build furniture are made to order and therefore excluded from returns. If you received a damaged or wrong item, we will repair or replace the item free of charge. Once you signed for the product, you have accepted that the item is in good order.
If you notice any damage within 14 days from the day when the items were delivered, and it can be proven that the item was already damaged when delivered, we will repair the item free of charge.
How much do I need to pay for returns?
In the event of damaged item(s), Banbayu will be liable for all reasonable cost to either replace, return or repair the item(s) to ensure you are satisfied, as detailed below. If the product is simply not what you were expecting and you would like to return it, please refer to our return policy here
What payment methods are accepted?
We accept payment by all major credit cards, including American Express, Visa, MasterCard and PayPal.
What security measures are taken to keep my payment details safe?
We endeavour to keep all transactions as secure as possible from start to finish. Banbayu will never hold or see your personal card details and you can be confident that your payment will be processed securely.
Our website uses SSL, a security technology that makes sure your personal information is secure online. You can confirm that SSL is being used by locking for https at the start of a page URL or the lock icon that appears next to it.
How do I create an account?
You can create an account in two ways. From the homepage, you can select ‘create an account’ at the top of the page and fill in your details. Alternatively, you can make your first purchase and create an account using the same details afterwards.
When you sign up for an account, you’ll be asked to provide your name, email address and to create a secure password that you can use to log in to your account. You’ll also have the option to sign up for our newsletter with the latest Banbayu news and offers. If you would prefer not to receive the newsletter, you can leave this option blank.
If you have forgotten your password, click ‘Forgotten password’ on the sign-in page. Enter your email address and complete the captcha. You will receive an email with a link to reset your password.
How do I change my password?
If you can log into your account, you can amend your password by selecting ‘Account information’ in the left-hand menu. Check the rest of your details are correct and tick ‘Change password’ at the end of the form. You’ll then be able to amend and save your new password.
How do I delete my account?
If you want to delete your account, send us an eMail at [email protected] and we will delete your details within 7 working days.
How do I change my account settings?
Log into your account. Click on the setting in the left-hand menu that you want to amend. You can change your newsletter settings, account information and more.
I forgot my password. How do I reset it?
On the ‘Sign in’ page, click ‘Forgotten password’. Enter your email address and complete the captcha. You will receive an email with a link to reset your password.
Product care by material
Much of our wood has been recycled or sourced from sustainable forests. As every tree is unique, so too is the wood in our products and there will be natural variations in colour and grain as a result. Take care to avoid spillages or placing hot items on wooden surfaces. If there is a spillage, quickly wipe the surface with a soft cloth and dry the item as soon as possible. Direct sunlight can damage the colour of the wood. Take care to avoid generic cleaning fluids on your item, but you can apply beeswax polish in the direction of the grain to sustain its appearance.
Resin is sturdy, but for best results, avoid storing rein objects in direct sunlight and avoid cleaning them with harsh chemicals.
Store metal products such a bowls separately to avoid any scratches. Wipe the item gently with a soft polishing cloth to remove fingerprints and brighten its shine. Metals such as copper will become duller colour when exposed to the air; this is a completely natural process. Some products have metal elements that have been inlaid by hand. While every care has been taken to strengthen the item, please be aware that this process means these items should be handled with extra care. If you are using a metal item to hold food, we recommend hand-washing the piece thoroughly before use with a gentle dish detergent.
Seashells and sand
Beware that sand and seashell items are easily susceptible to damage. Clean products carefully with a dry soft cloth.
Although every clay item is packaged carefully, some light pottery dust may remain. We recommend wiping the item with a soft polishing cloth or a gentle dish detergent before use. For best preservation, please avoid putting pottery items in a dishwasher.
Cotton products can be laundered or dry cleaned at a low temperature with care. Avoid using strong stain removers, which can damage dyed patterns.
This policy sets out the basis on which personal information about you may be collected and used when you use the following websites: banbayu.com (“Sites”) and interact with us on Banbayu’s official Facebook, Instagram and Twitter accounts (“Social Media”). By using the Sites and Social Media you are accepting and consenting to the terms of this policy. Banbayu Limited 09950648 (“we”, “us”, “our” and “Banbayu”) of 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX is the owner and operator of the Sites and the relevant accounts on the Social Media. We are committed to maintaining your privacy. We are registered as a data controller for the purposes of the Data Protection Act 1998 (“DPA”). We reserve the right to amend these Terms from time to time. The Terms were most recently updated on 15th February 2016.
Information we collect about you
During your use of the Sites and the Social Media and when you purchase items from or participate in any promotions on or linked to the Sites and/or on the Social Media we may collect and process the following information about you: Information you give us. We ask for your name, date of birth, telephone number, home address, delivery address email address and credit card and other payment details when you purchase items from the Sites (“Items”). We also generate an order number linked to you when you place an order on the Sites (“Order”). You may also give us information about you when you fill in forms on the Sites or when you correspond with us on the Social Media for example when you register to subscribe to our newsletters and emails, when you enter into our prize draws, competitions and other promotions, when you complete forms to receive particular offers or when you participate in our Social Media activities or surveys. In such circumstances you may provide additional information about you such as your photograph and other images and identifying information, your interests and hobbies, details of your Social Media accounts, posts and preferences. You must ensure the information you provide is accurate and up to date. By providing information about you to us you warrant that the information is accurate and up to date and that you will keep us informed of any changes.
Information we collect about you. When you use the Sites and the Social Media we may automatically collect the following information:
technical information, including the Internet protocol (IP) address used to connect your computer to the internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from the Sites (including date and time), products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.
Information we receive from other sources. We work closely with third parties (including, for example, carriers who deliver Items to you, card protection and payment processing companies that process your payments for Items, business partners (including without limitation third parties that provide promotions and prizes on the Sites and/or Social Media and third parties that we consider you may be interested in based on your preferences and use of our Sites), sub-contractors in technical, advertising networks, market research and promotions management agencies, analytics providers, search information providers and credit reference agencies) and may receive information about you from them.
Use made of the information
We use information held about you in the following ways: Information you give to us. We will use this information: to carry out our obligations arising from any contracts entered into between you and us for example to process your Order, to enter you into a prize draw, competition or other promotion (where requested) or to provide you with the information, products and services that you request from us. This may require disclosure to third parties for example card processing agencies, banks, shipping providers and carriers, fraud protection agencies and suppliers of gifts and prizes for our competitions, prize draws and other promotions; to interact with you using the Social Media. Features such as the “like”, “retweet”, “repost” and “share” on the Social Media may allow us to enable integration and/or access to your accounts on the Social Media. Please note we do not control Twitter, Facebook, Instagram, Tumblr or Youtube (“Social Media Sites”), your profile/account on the Social Media Sites, we do not modify your account or your privacy settings on the Social Media Sites and we do not establish rules about how your personal information will be used when you use the Social Media Sites. You and the relevant provider of the Social Media Sites will be in control of those issues and not us. You are encouraged to read all policies and information on the applicable Social Media Sites to learn more about how they handle your information before using the Social Media Sites and any features on the Social Media Sites; to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about and to notify you of our offers and promotions, by telephone, email, SMS and post. You can unsubscribe from our mailing list by writing to our Customer Care team at [email protected] to allow our carefully selected third parties to provide you, with information about goods or services that may interest you; to notify you about changes to the Sites, your Order, our terms and conditions and our service; to ensure that content from on the Sites is presented in the most effective manner for you and for your computer. Information we collect about you. We will use this information: to administer the Sites and the Social Media and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes; to improve the Sites and Social Media to ensure that content is presented in the most effective manner for you and for your computer; to allow you to participate in interactive features of our service, when you choose to do so; as part of our efforts to keep our site safe and secure; to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you; to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them. Information we receive from other sources. We may combine this information with information you give to us and information we collect about you. We may us this information and the combined information for the purposes set out above (depending on the types of information we receive).
Disclosure of your information
By interacting with us on the Social Media (including without limitation joining our official Banbayu group/page or following us on the Social Media, “liking”, “retweeting”, writing a comment in relation to a page on the Social Media) (“Interacting” or “Interaction” (as applicable)) you are consenting to our interaction with you on the Social Media and the processing of your information accessed on the Social Media. The information about you that may be collected when you Interact with us on the Social Media may include without limitation your name, your user profile, your age, your preferences, choices and viewpoints with regards to the topic or subject matter of the relevant Social Media page, your photos and other images and your videos.
Your Interaction with us on the Social Media may also involve you submitting a photo or video of you (“Your Image”). By Interacting with us on the Social Media you consent to us using Your Image for the purposes described when Your Image was requested or as described on the relevant Social Media page.
Please let us know if at any time you wish us to stop interacting with you on the Social Media or using any of your information on the Social Media by contacting us at the details set out below.
Where we store your personal information
The information that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers or business partners. Such staff maybe engaged in, among other things, the fulfilment of your Order, the processing of your payment details and the provision of support and associated services. Our suppliers and business partners may also transfer, store, use and otherwise process your information outside the EEA for the purpose of fulfilling their obligations to you and to provide you with information, goods and services. By using the Sites, Social Media and submitting your information during the purchase of Items or participation in competitions and other promotions, you agree to this transfer, storing or processing inside and outside the EEA as stated above. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this policy. Where we have given you (or where you have chosen) a password which enables you to access certain parts of the Sites, you are responsible for keeping this password confidential. We ask you not to share a password with anyone. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to the Sites; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
You have the right to access information held about you. Your right of access can be exercised in accordance with the DPA. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.
You also have the right to ask us not to process your personal data for marketing purposes.To exercise your rights above please contact our Customer Care team at [email protected] If you think the information we hold about you is incorrect please contact us on the above address.
The Sites are not intended for use by children under the age of 13. We do not knowingly collect personal information from children under the age of 13. If you are under 13 do not use the Sites or provide any information about yourself including without limitation your name, address, email address or any screen name or user name you may use. If we learn that we have collected or received personal information from a child under 13 without verification of parental consent, we will delete that information. If you believe that we may have any information from or about a child under 13, please contact us at the address below.
Questions, comments and requests regarding this policy should be addressed to the Customer Care team at [email protected]