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.

  • Delivery

  • 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.

  • Returns

  • 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

  • Payment

  • 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.

  • Account

  • 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

  • Wood

    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

    Resin is sturdy, but for best results, avoid storing rein objects in direct sunlight and avoid cleaning them with harsh chemicals.

  • Metal

    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.

  • Clay

    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

    Cotton products can be laundered or dry cleaned at a low temperature with care. Avoid using strong stain removers, which can damage dyed patterns.

  • Privacy policy

  • Privacy policy summary

    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

    We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006. We may share your information with selected third parties including: Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you for example our carriers that deliver Items to you, our card and payment processing companies that process your payments for Items and suppliers of items and prizes for our promotions and other carefully selected third parties whom we consider may be of interest to you. Market research and promotions management agencies to help improve the Sites and Social Media, and the services we offer to you. Advertisers and advertising networks that require the data to select and serve relevant adverts to you and others. We may make use of the personal data we have collected from you to enable us to comply with our advertisers' wishes by displaying their advertisement to that target audience. Analytics and search engine providers that assist us in the improvement and optimisation of the Sites and the Social Media. In all circumstances we work closely with these third parties to ensure your privacy is respected and protected. We may also disclose your personal information to third parties: In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets. If Banbayu Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets. If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms of Use or Terms of Sale and other agreements; or to protect the rights, property, or safety of Banbayu Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction. The Sites and Social Media may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites. This Privacy Policy only covers the Sites and our content on the Social Media, and does not cover any other website or application.

  • Cookies

    The sites use cookies to distinguish you from other users of the Sites. These cookies help us to provide you with a good experience when you browse the Sites and also allows us to improve the Sites. For detailed information on the cookies we use and the purposes for which we use them see our Cookie Policy.

  • Social Media

    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.

  • Your rights

    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.

  • Children

    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.

  • Contact

    Questions, comments and requests regarding this policy should be addressed to the Customer Care team at [email protected]

  • Cookies policy

  • Cookies policy summary

    This policy sets out the cookies are used on following websites: www.banbayu.com; (“Sites”). By using the Sites you are accepting and consenting to the terms of this policy (the “Policy”). Banbayu Limited (company number 09950648) (“we”, “us”, “our” and “Banbayu”) of 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom, is the owner and operator of the Sites. We reserve the right to amend this Policy from time to time. The Policy was most recently updated on 16th February 2016.


    cookie type

    purpose

    Google Analytics

    This is used to collect information about how visitors use the Sites.

    The cookies collect information anonymously, including the number

    of visitors to the Sites, where visitors have come to the Sites from

    and the pages they have visited.

    We use this information to compile reports and to help us improve

    the Sites.

    _utma

    This is used distinguish users and sessions.

    The cookie is created when the JavaScript library executes

    and no existing __utma cookies exists.

    The cookie is updated every time data is sent to Google Analytics.

    _utmb

    _utmc

    These cookies work in tandem and are used to calculate visit length.

    Google __utmb cookie demarks the exact arrival time,

    then Google __utmc registers the precise exit time of the user.

    Because __utmb counts entrance visits, it is a session cookie,

    and expires at the end of the session, e.g. when the user leaves the

    page. A timestamp of 30 minutes must pass before Google cookie

    __utmc expires. Given__utmc cannot tell if a browser or website

    session ends. Therefore, if no new page view is recorded in 30

    minutes the cookie is expired.

    _utmz

    This cookie stores the traffic source or campaign shows how

    the user reached the Sites. The cookie is created when the

    JavaScript library executes and is updated every time data is

    sent to Google Analytics.

    Google AdWords

    ld

    _drt

    This cookie is used to track visits and orders placed from

    advertising on Google’s search and display network. This cookie

    is triggered when a user visits and makes a purchase via Google’s

    sponsored ads and is triggered on the confirmation page

    For further information:

    http://www.google.com/ads/preferences/?hl=en

    Google Tag Manager

    These cookies are used to collect information about how

    visitors use the Sites. The cookies collect information in

    an anonymous form, including the number of visitors to the Sites,

    where visitors have come to the Sites from and the pages they

    visited.

    For further information: http://www.google.co.uk/tagmanager

    Banbayu

    We use session cookies to remember your log-in details,

    your preferences (e.g. currency choices) and what you've

    added into the shopping basket. If these are disabled then

    some of the website functionality will be lost.

    FRONTEND

    This cookie holds your session ID on the server.

    CUSTOMER

    This cookie is an encrypted version of the customer ID within the

    store.

    CUSTOMER_INFO

    This cookie is an encrypted version of the customer group the

    customer belongs to.

    CUSTOMER_AUTH

    This cookie tells us if you are currently logged on to the store.

    NO_CACHE

    This cookie indicates if whether the site is allowed to use cache.

    WISHLIST

    This is an encrypted list of products you have added to your wish

    list.

    LAST_CATEGORY

    This cookie tells us when when you last visited a category.

    CATEGORY ID

    This cookie stores the category ID.

    VIEWED_PRODUCT_IDS

    This cookie tells us the products you have recently viewed.

    CATEGORY_INFO

    This cookie stores the category info on the page, this allows

    us to display pages more quickly.

  • Use of cookies

    The Sites use cookies to distinguish you from other users of the Sites. This helps us to provide you with a good experience when you browse the Sites and also allows us to improve the Sites. A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive. We use the following cookies: Strictly necessary cookies. These are cookies that are required for the operation of the Sites. They include, for example, cookies that enable you to log into secure areas of the Sites and use a shopping basket. Analytical/performance cookies. They allow us to recognise and count the number of visitors and to see how visitors move around the Sites when they are using it. This helps us to improve the way the Sites work, for example, by ensuring that users are finding what they are looking for easily. Functionality cookies. These are used to recognise you when you return to the Sites. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region). Targeting cookies. These cookies record your visit to the Sites, the pages you have visited and the links you have followed. We will use this information to make the Sites and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose. You can find more information about the individual cookies we use and the purposes for which we use them in the table below:

  • Third party cookies

    Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control. We suggest you check the third party websites for more information about their cookies and how to manage them. Below is a list of some of the third party partners who may set cookies on your device:


    third party

    what their cookies are used for

    Twitter

    Twitter use cookies. These are used to anonymously record that a

    user has clicked on a Twitter add link that referred the user to the

    Banbayu sites.

    For further information: https://twitter.com/privacy

    Facebook

    Facebook use cookies. These are used to anonymously record

    that a user has clicked on a Facebook add link that referred the user

    to the Sites.

    For further information: https://en-gb.facebook.com/help/cookies

    Double Click

    These cookies can tell Doubleclick how many times you

    have seen an ad and, for example, whether you need to see the

    UK or US version. It cannot find out any personal information about you.

    For further information: https://www.google.com/settings/ads?hl=en

    Affiliate Window

    These cookies are used to anonymously record that a user has clicked

    on an Affiliate Window link that referred the user to the Banbayu site.

    For further information: http://www.affiliatewindow.com/uk

  • Managing cookies

    You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of the Sites.

    If you're not sure of the type and version of web browser you use to access the Internet:

    For PCs: click on 'Help' at the top of your browser window and select the 'About' option
    For Macs: with the browser window open, click on the Apple menu and select the 'About' option

    If you're not sure of the type and version of web browser you use to access the Internet:

    For PCs: click on 'Help' at the top of your browser window and select the 'About' option
    For Macs: with the browser window open, click on the Apple menu and select the 'About' option.

  • Enabling cookies

    You can enable cookies by following the steps below depending on your browser:

    SAFARI ON OSX

    Click on 'Safari' at the top of your browser window and select the 'Preferences' option;

    Click on 'Security' then 'Accept cookies'; Select the 'Only from site you navigate to'.

    MOZILLA FIREFOX ON OSX

    Click on 'Mozilla' at the top of your browser window and select the 'Preferences' option;

    Scroll down until you see cookies under 'Privacy & Security';

    Select 'Enable cookies for the originating web site only'.

    OPERA

    Click on 'Menu' at the top of your browser window and select 'Settings';

    Then select 'Preferences', select the 'Advanced' tab;

    Then select 'Accept cookies' option.

    To learn more about cookies and how to manage them (including blocking them) visit aboutcookies.org (opens in a separate window). Please note that we are not responsible for the content of external websites.

  • More information

    If you would like more information on the cookies that we use please send us a message to [email protected]

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