FAQ

When will my order be delivered?

UK

Royal Mail Tracked 24 - £5.99

Royal Mail Tracked 48 - £4.99

INTERNATIONAL (USA | CANADA |  MEXICO)

DHL International (1-3 Business Days) - £21.99

Royal Mail International (7-10 Business Days) - £14.99

UPS (5-7 Business Days) - £17.99

Rest of World

DHL International (1-4 Business Days) - £25.99

Royal Mail International (10 Business Days) - £16.99

UPS (5-7 Business Days) - £19.99
UK

All international orders are shipped via DHL, UPS or Royal Mail.

Unfortunately DHL will not deliver to PO BOX addresses.

ALL ORDERS ARE SENT OUT TRACKED AND A SIGNATURE IS REQUIRED.

THE DELIVERY TIMES ARE ONLY ESTIMATES AND UNFORTUNATELY CANNOT BE GUARANTEED.

What is the delivery process?

Orders placed from Monday to Friday are processed within 2-3 working days. Orders are shipped Monday to Friday excluding UK Bank Holidays. This may take longer during official holidays and sale periods such as Black Friday. Please allow 5-7 working days for order processing during these times.

Once we have processed your order and it has been given to the courier you will automatically receive tracking information via email. 

Please use it to monitor the delivery status. IF YOU DON'T RECEIVE THIS, PLEASE CHECK YOUR SPAM/JUNK FOLDER.

Are custom charges included?

All orders outside the UK may be subject to taxes & duties charges. Please note import charges / Duties & Taxes will need to be paid by customers located outside of the UK. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

Disclaimer: Please note that B.GEN-Y is not responsible for any additional customs charges when buying from outside of the UK.

IF THE CUSTOMER REFUSES THE PACKAGE, THEY ARE RESPONSIBLE FOR THE ORIGINAL SHIPPING CHARGES, ANY IMPORT FEES THAT MAY HAVE BEEN INCURRED ON THE PACKAGE, AS WELL AS THE COST OF RETURNING THE ORDER PARCEL TO OUR WAREHOUSE. THIS AMOUNT WILL NEED PAID BY THE CUSTOMER AND NOT BY US.

I’ve made a mistake on my address, can I change the details?

If you have received a confirmation email but not a tracking email you may be able to amend your address.  Please email us as soon as possible in order for us to deal with the matter swiftly.

We will try our best to accommodate your request, however we cannot guarantee that the changes can be made if the order has already been processed.

Once your order has left our warehouse we are unable to make any changes so please make sure your shipping address is correct.

Can I add an item to my order after checking out?

No, you will need to place a new order.

I’ve missed my order, what happens next? 

If delivery is attempted whilst no one is at your specified shipping address, the shipping provider will leave a notice card that will advise you to collect your package at your local depot.

How do I contact you about my order? 

Email any enquiries or questions to info@bgeny.co.uk. We will try and reply within 3 business working days. Please make sure to include your order number and full name to the email. Also please refrain from sending multiple emails as it delays the reply to your enquiry. 

PRODUCTS

Do you offer pre orders? 

At the moment we do not offer pre orders of our items. We will be looking to introduce this in the near future. 

Where do I view the size guide of the products? 

You can view the size guide on each of the product pages.

Are the product images shown an accurate representation of the actual product? 

We attempt to be as accurate as possible in the description of the products displayed on our website. The images of the products on the website are for illustrative purposes only, and although we attempt to display colours accurately, we cannot guarantee that your computer's display of the images accurately reflects the true colour(s) of the products.

How do I receive the latest news from B.GEN-Y?

You may sign up to our newsletter so that we can send you the latest updates, news and offers to you!

Returns and Exchange policy 

All sales are final, meaning we do not except returns. We do however accept exchanges for faulty items. 

Please inspect your order upon receiving and contact us immediately with photo evidence if the item is defective, damaged or if you receive the wrong item, so we can deal with the issue. To be eligible for an exchange, the item must be in the same condition that you received it, unworn or unused, with tags & in it’s original packaging. Items sent back to us without first requesting a faulty item exchange will not be accepted. Please note that if the fault occurred during transit we are not responsible. 

Social media

Instagram : @b.gen.y

Email address

info@bgeny.co.uk

Customer Service opening times 

Monday -Friday (10am - 5pm BST)

We are closed Saturday/Sunday/UK Bank Holidays