WHO CAN I SPEAK TO FOR ADVICE?
Our customer service team are available to take your order or help you with any queries Monday to Thursday 9am-10pm GMT/4am-5pm EST and Friday 9am-5:30pm GMT/4am-12:30pm EST.
Outside of these hours you’ll be speaking to our outsourced customer service team who can take your order or pass on any messages for us to get back to you as soon as possible. Contact Us
HOW CAN I PAY FOR MY ORDER?
All transactions are in pounds sterling (£). We accept: Visa, Visa Debit, Maestro, MasterCard, AmericanExpress, Laybuy and PayPal. When paying by card, you will only be charged when your items are ready to be dispatched, not when your order is placed.
IF THE PRODUCT IS ON BACK ORDER, WILL I GET CHARGED WHEN I PLACE THE ORDER?
As a brand, we are always looking for ways to improve our sustainability and one of the ways we do that is by controlling our stock levels. We don't dispose of our garments, nor do we overproduce. Instead we buy small quantities and reorder when there is high demand. This is why our products are sometimes sold out. We like to give our customers the opportunity to pre order styles before they come back in stock, so that they don’t miss out again.
HOW WILL MY ORDER BE PACKAGED?
All our orders (excluding those placed during sale periods) are gift-wrapped in tissue paper regardless of whether they’re a gift (because you deserve special treatment too, no?). If your order is a gift, just add a personal message at our checkout and we'll happily include a handwritten gift card.
IS YOUR CLOTHING MACHINE WASHABLE?
Our designs are made in wearable fabrics for maximum comfort and a flattering silhouette. We believe in stress-free style, so most are machine washable for added ease.
Make your clothes last for longer by following the care instructions in your Baukjen clothing - these are also listed on our individual product pages under the ‘Details’ tab so you can check how to look after your clothing before you order.
WHAT SIZE SHOULD I ORDER?
Baukjen designs are available in UK sizes 6 to 16. You can find the fit measurements of each piece on the 'Details' tab of our product pages.
Simply check our size guide to find your perfect fit, or if you'd like a little more information contact us.
WHEN WILL I RECEIVE MY ORDER?
We’ll always do EVERYTHING at our end to meet your expectations (our delivery partners are usually fab too). To ensure your order is delivered to you safe and sound, we need a complete address and a daytime phone number in case we need to contact you.
Please click here for a detailed delivery timescale and further information.
WHAT SHOULD I DO IF I NEED TO RETURN AN ITEM?
Our returns window is 14 days from the day you receive your item, but we accept returns for up to 28 days if you notify us of your intention to return the item within the initial 14 days. To do so please complete the returns form enclosed with your order and send the parcel back to us using the returns label. Please take your package to your local Post Office to process the parcel. If you'd like more information or need a returns form, click here and for further information, please visit our Terms and Conditions.
HOW QUICKLY CAN I EXPECT MY RETURN TO BE PROCESSED?
Returns are processed within 10-14 working days from when they arrive back to the warehouse. Once the refund has been processed any funds due should appear on your bank statement within 3-5 working days (Please note that refund times are dictated by the card issuers and are outside our control).
HOW DO I REDEEM MY GIFT VOUCHER?
To redeem a gift voucher please contact our Customer Service team on 0344 844 8118, and they will be able to assist in placing your order with your gift voucher.
WHY DOESN'T MY PROMOTION CODE WORK?
Our promotional codes are only valid on Baukjen products and cannot be used on sale items and gift vouchers. Please refer to our Promotions Conditions page for further information. Double check that your items are valid for the promotion and re-enter your code carefully, noting the expiry date.
If your code is still isn’t working, please contact us.
HOW CAN I LEAVE REVIEWS?
You will receive an email asking you to leave feedback on your purchased item(s) and shopping experience shortly after receiving your order. Your comments are then reviewed and posted on our website by an external third party. If you would like to pass on any immediate feedback, we always welcome comments to customer services at TheTeam@Baukjen.com.
CAN I EXCHANGE AN ITEM?
We accept exchange requests within the normal returns timeframe. All you have to do is fill in the returns form received inside your parcel, stating the exchange item you would like and we will send it out to you on standard delivery. Please note that we only accept exchange requests for the same style when PayPal payment has been used.