FAQs
Requests not related to an order placed
We are thrilled to hear that you would like to reach out directly to the artists whom we provide merchandise for.
Whilst we would love to assist with this we unfortunately have no personal contact at all with these artists. Therefore we do not have any contact information which we can provide. We apologise for any inconvenience caused.
We can only recommend that you try to reach out directly via the artists' social media channels.
We are pleased to see that you are interested in possibly supporting a charity of your choice using the products we offer!
Whilst we would love to be able to support every charity and meet all requests we receive this unfortunately is not possible. Therefore, we sadly have to confirm that we cannot assist on this occasion.
However, we do work alongside numerous charities to provide aid to causes that are important to us.
We are partnered with Tree-Nation (Deforestation is responsible for roughly 17% of all climate change emissions) as part of our ongoing efforts to become more sustainable. This means every time someone purchases from a selection of our stores, Tree-Nation will plant a tree in one of our forests in Madagascar or Tanzania to help offset our carbon emissions.
I have an issue with my order
We first would like to apologise that you have received an incorrect item, as we can imagine that this is very disappointing.
Our customer service team will be more than happy to get this resolved right away for you. Please follow this link to answer a few questions regarding the issue with your order.
Please ensure that your email includes your order number and a photo or two of the incorrect item are provided when prompted, thank you.
As soon as we receive this email we will investigate this further and get back to you with a resolution within 3 working days.
We would first like to apologise that you have received a damaged item as this is never the experience we want you to have!
In such instances, please report to our customer support team by answering a few questions via this link, to notify us that this has arrived damaged, thank you.
Please ensure you provide a clear photo of the damaged item when prompted, as well as your order number.
We will then investigate this and one of our Customer Service team members will get back to you within 3 working days with a resolution.
Where is my order?
We are sorry to hear that your order has not arrived.
We aim to dispatch goods within 72 hours once an order is placed however at times this may take a little longer and may take upto 28 days of an order being received. Should an item be unavailable the customer will be informed by an email and an alternative offered if the original item is no longer available. We will endeavour to obtain the original item at all costs. Sometimes, due to issues with specific suppliers, it may take longer than 28 days.
Please see below our approximate shipping frames based on your location:
We kindly request your patience in allowing an additional 5 working days for orders within the UK and 30 working days for orders in the EU and ROW from your anticipated delivery date.
We cannot take any further action regarding an order that has been shipped until the above time frame has elapsed.
Amazon UK Orders: This is a tracked service available for UK orders only.
Royal Mail UK Orders: Royal Mail offers two options:
- Tracked: This option provides tracking throughout the delivery process.
- Non-Tracked: Customers can choose this option at checkout for standard delivery without tracking.
Deutsche Post: Deutsche Post offers two options:
- Deutsche Post Priority: This option does not include tracking.
- Deutsche Post Tracked: This option includes tracking for customers to monitor the delivery status.
Unfortunately, tracking does not come as standard with all packages. Standard delivery when purchasing from a UK-based business does not include tracking therefore this option will have needed to have been selected and paid for at the checkout of this order.
However, if you selected and paid for tracking when you placed your order you will have received a tracking number and link in the confirmation email which was sent to you when your order was shipped.
Please follow this link for more information regarding this delivery. As we are a fulfilment centre only and not the courier responsible for the delivery of this order to your address the shipping company will be better placed to provide further assistance regarding the specific location of your order.
Returns
Returning for a Refund:
Refunds will be processed to the payment method used when the order was placed.
Whilst most refunds are instantaneous, this may take between 5 – 10 business days to show within your account. A confirmation email will be sent to you to notify you that this refund has been processed.
Please note it is your bank/ payment provider that dictates how long a refund takes to reach you and that we have no control over this, thank you.
To initiate a return please follow the link here.
Returning for an Exchange:
Please clearly state the size you wish to exchange your returned item(s) for.
If you are requesting a change to a different design from the store please ensure you have provided the name of this item as seen on the product listing for this item, thank you.
The exchanged item will be shipped within 5 - 10 business dates of this being processed. When the new item ships you will receive a confirmation email to notify you of this.
To initiate a return please follow the link here.
We offer refunds and exchanges within 14 days of receiving the order. To be eligible for a refund or exchange, items must be returned in their original condition (i.e. no pet hair, not washed, with original packaging), with all tags and packaging intact.
We are unable to accept any returns that do not meet these requirements. We reserve the right to reject a return if the item is returned in a condition that we deem to be unacceptable.
Any swimwear must include its hygiene strip. Unfortunately, if this is not included, we will decline the return.
Please place a note in your parcel containing the following
- Your full order number (including all letters in this order number)
- Full name
- Email address
- Telephone number. This must be included with your return as our returns team will not be aware of any previous communication you may have with our customer service team regarding this.
- Clearly state whether you would like a full refund for the item(s) being returned or an exchange.
We strongly recommend that you purchase tracking so that if your package is lost in transit you can then claim this back from the courier.
We are not responsible for packages lost in transit during transit on their way to our warehouse.
To initiate a return please follow the link here.
Returning a Wrong Item:
Firstly please speak to our Customer Service team to discuss the issue with your order. If you have not done so already, please contact our team by following through the relevant flow here.
Please ensure that the item(s) being returned are returned in a new, re-sellable condition (ie no pet hair, not washed, with original packaging).
Please also ensure that you have included a note which clearly states your order number in full, and your email address which confirms that you received the incorrect item and have been asked to return it.
Once we have received the returned parcel, we'll send out the correct replacement item. You will receive a confirmation email to notify you once the correct replacement has been shipped.
Returning a Damaged Item:
Firstly please speak to our Customer Service team to discuss the issue with your order. If you have not done so already, please contact our team here.
As above, please ensure that you have included a note which clearly states your order number in full, your email address and which confirms that you received a damaged item which you have been asked to return.
Please also ensure that the item has not been worn and or washed and is free of any pet hair, thank you.
Once we have received the returned parcel, we'll send out the replacement item. You will receive a confirmation email to notify you once the correct replacement has been shipped.
We do not offer free returns or provide returns labels, nor are we able to arrange collections of a return from your property. We apologise for any inconvenience caused by this.
You will need to pay to return this to us, we also strongly recommend that you purchase a tracked service and get a receipt as we are not able to be held responsible for non-receipt of returned items.
However, if you are returning an order to us because we have sent you an incorrect or damaged item, please speak with our team by reporting the issue by following the link here. If we have confirmed that there is an issue with the item you have received then we will reimburse your return costs via PayPal.
To do this, you must get a receipt from the post office that shows how much you paid to return this and that you provide us with your PayPal email address.
We are not able to refund return costs via any other method than PayPal.
Amend Order
If you would like to cancel your order please contact our Customer Service team by giving us a call on +44 7481 344990 between 9am-5pm GMT. Alternatively you can submit a cancellation request by following this link.
Orders can only be cancelled before they have been processed and dispatched. If your order has already been processed or shipped, please refer to our return policy for further instructions on how to return your order for a refund once this has arrived with you.
We will be able to change your delivery address for your order as long as this has not already been shipped. Please be aware that we are not able to adjust the delivery country, we are very sorry for any inconvenience this may cause. If you absolutely need the delivery country to be changed, please contact our team to request a cancellation of your order so that you can place a new order with the correct delivery details.
In order for us to be able to change your delivery address, please contact our customer services team via phone at +44 7481 344990 between the hours of 9am - 5pm GMT. Alternatively, you can contact our team by following this link. Please provide them with your order number and the new delivery address in the following format, thank you:
Customer Name
House Number/ House Name and Street Name
Town/ Village
City
County/ State
Post Code/ Zip Code
Country
Mobile Number
If your order has already been shipped we will be unable to amend this for you. We would need to wait for this to be returned to us at our warehouse before we can have this shipped to the correct address.
If this is returned to us we will contact you to notify you of this.
Provided that we have the stock available and that your order is not currently being processed or has been shipped already we will be able to change the size of an item for you.
In order for us to be able to do this, please contact our customer services team via phone at +44 7481 344990 and provide them with your order number and confirm the new size that you need. Alternatively, you can contact our team by following this link.
If your order has already been shipped or is being processed we will be unable to amend this for you.
You would need to return this to us upon receipt of the order and request an exchange for a different size. To initiate a return, please proceed through here.
Regrettably, the addition of extra items to orders after placement is not feasible. However, if your current order has not undergone processing and dispatch, we offer the option to cancel it. To proceed with the cancellation and accommodate additional items, please contact us via phone at +44 7481 344990 during the hours of 9am - 5pm GMT. Alternatively, you can submit a cancellation request here.
Product Information and Sizing
Please find below our approximate size guide for our Men's clothing. All sizes provided are UK sizes as we are a UK-based company.
Sizes are measured across the chest.
Men's (unisex) sizes:
Small - 36-38" / 92-98 cm
Medium - 38-40" / 98-102 cm
Large - 40-42" / 102-108 cm
XL - 44-46" / 112- 118 cm
XXL 46- 48" / 118 - 122 cm
If you are unsure of which size would fit best we recommend purchasing more than one and returning the least suitable option to us
If you are still unsure of which size you need, please send an email to our team at [email protected], who will be able to measure the particular item you are looking at (as long as this is not a pre-order item)
Please find below our approximate size guide for our Women's clothing. All sizes provided are UK sizes as we are a UK-based company.
Sizes are measured across the chest.
Women's sizes:
Small - 32" / 82 cm, equivalent to a size 8/10
Medium - 34" / 88 cm, equivalent to a size 10/12
Large - 36" / 92 cm, equivalent to a size 12/14
XL - 38" / 98 cm equivalent to a size 14/16
If you are unsure of which size would fit best we recommend purchasing more than one and returning the least suitable option to us
If you are still unsure of which size you need, please send an email to our team at [email protected], who will be able to measure the particular item you are looking at (as long as this is not a pre-order item)
Please find below our approximate size guide for our Children's clothing. All sizes provided are UK sizes as we are a UK-based company.
Sizes are measured across the chest.
Children's sizes:
Small - 28" / 71 cm - equivalent to 5- 6 years
Medium - 32" / 81 cm - equivalent to 7- 8 years
Large - 36" / 92 cm - equivalent to 9 -11 years
XL - 38" / 98 cm - equivalent to 12 -13 years
If you are unsure of which size would fit best we recommend purchasing more than one and returning the least suitable option to us
If you are still unsure of which size you need, please send an email to our team at [email protected], who will be able to measure the particular item you are looking at (as long as this is not a pre-order item)
Most of our shirts are made of a blend of Cotton and Polyester, however, this can vary from product to product.
If the fabric makeup of the item is not listed on the store itself please feel free to contact us at [email protected] regarding this. One of our team members will then check the product for you and confirm exactly the fabric components of this item.
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VAT/Customs
Will I be Charged Customs Fees When Purchasing From Your Store?
For orders placed on our UK-based webstore with a total value exceeding €150, you may be subject to VAT and customs charges upon delivery to your EU address.
Here's what you need to know:
- VAT Responsibilities:
- For orders over €150, VAT may be applicable based on your country's specific regulations.
- The applicable VAT rate will be calculated and charged by your local customs authorities.
- Customs Charges:
- Customs charges may apply to orders over €150, and these charges are determined by your country's customs policies.
- Please be aware that customs processes and charges are beyond our control and vary from country to country.
Any customs or duty charges due on a package must be paid by the person receiving the package. We are unable to pay for a package to be released from customs nor are we able to reimburse these charges.
If you are unable to pay the customs fee or decide not to, unfortunately, you will have to reject the parcel so that it is returned to us.
For orders placed on our UK-based webstore with a total value exceeding €150, you may be subject to VAT and customs charges upon delivery to your EU address.
Here's what you need to know:
- VAT Responsibilities:
- For orders over €150, VAT may be applicable based on your country's specific regulations.
- The applicable VAT rate will be calculated and charged by your local customs authorities.
- Customs Charges:
- Customs charges may apply to orders over €150, and these charges are determined by your country's customs policies.
- Please be aware that customs processes and charges are beyond our control and vary from country to country.
- Payment of Fees:
- You are responsible for settling any applicable VAT and customs charges imposed by your local authorities.
- These charges are not included in the purchase price on our webstore and must be paid directly to the relevant customs office.
Policies and Terms of Service
BSI Merch (Backstreet International Merchandise Limited) take data privacy very seriously and will always act in accordance with the law in the country of our incorporation, the United Kingdom. Our data privacy policy and procedures have been updated to comply with both the General Data Protection Regulation (GDPR) and the Data Protection Directive (DPD). Latest update 22nd October 2020.
We collect and store the following identifiable data when you place an order:
Name, e-mail address, telephone number, billing address, shipping address and any e-mail preferences you may have chosen to grant us.
Your name, address and e-mail address may be passed to a Third Party Company for the purpose of fulfilling your order, including printing of physical address labels (Optima Warehouse Solutions) and tracking of your order (Intersoft/Royal Mail). If you choose a tracked delivery service, your e-mail notifications will come from Intersoft, a division of Royal Mail.
We do NOT store credit card numbers or any other payment information.
We also use IP recognition to determine which country our users are visiting our store from, in order to show customers prices and shipping costs relevant to their location and to pre-complete fields in the checkout to ensure accuracy and for our customers' convenience.
We also use tracking pixels on our stores to gather anonymous non-identifiable data of our user's online browsing behaviour. This data is used for analytics purposes (for example, but not limited to, Google Analytics) to enable us to track the performance of our stores in order to make future improvements to our customers' online shopping experience.
We may also use anonymous non-identifiable tracking pixels for the purpose of targeted advertising (for example, but not limited to, Facebook re-targeting advertisements) to offer our customers relevant offers and prevent irrelevant advertisements being displayed on third-party sites to our customers.
We will only use such tracking pixels if you have expressly agreed to their use on the store.
If you wish to request a copy of the data we have stored in relation to your order (name, e-mail address, billing address, shipping address, telephone number and any e-mail preferences), please e-mail your request to [email protected].
Please note, your request must come from the same e-mail address used in relation to your order to ensure your privacy.
We will execute such requests within one month of receipt of your e-mail.
Please note - we do not store credit card numbers or any other payment information.
In the unlikely event of any data breach, we will notify the appropriate supervisory authority without undue delay, and where feasible no later than seventy-two (72) hours of the discovery of the breach.
In the unlikely event of such a data breach being likely to result in a high risk to the rights and freedoms of individuals, we will notify those individuals without undue delay, and where feasible no later than seventy-two (72) hours of the discovery of the breach.
If you have any queries/complaints regards our data protection practices, please contact our Data Protection Officer by e-mail here [email protected]. We will respond to such requests within five (5) working days.
If you wish to have all such data deleted (name, e-mail address, billing address, shipping address, telephone number and any e-mail preferences), please e-mail your request to [email protected].
Please note, your request must come from the same e-mail address used in relation to your order to ensure your privacy.
We will execute such requests within one month of receipt of your e-mail. Please note – we are required by law to store this data for twelve (12) months from the order date to comply with financial services regulations and cannot exercise such a request until this period has passed.
Please note - we do not store credit card numbers or any other payment information.
BSI Merch use the following types of cookies:
- Essential cookies
These cookies are essential to the running of a BSI Merch webstore, such as Session cookies, which enable you to use the shopping cart and make a transaction. Session cookies are not stored on your computer and will expire when you close your web browser session.
- Tracking/User Analysis Cookies
Some of our webstores also use cookies to track how many individual unique users we have and how often they visit the webstores. We use 3rd party companies for this service (currently Google Analytics, provided by Google).
- Social Media Cookies
These cookies allow you to share information from our webstores on 3rd party social media networks like Facebook, Twitter, Linked In, Google + etc. We do not store any information from these cookies but the 3rd party network may.
- Persistent Cookies
BSI Merch does use a persistent cookie, which stays on your computer or mobile media device after you have gone offline, in order to avoid showing you this notice again.
Cookies can be removed or blocked by changing your web browser settings, but please be aware that to make a transaction on our webstores, you will need to accept cookies.
We use session cookies on our stores to allow customers to place products in their basket; these session cookies are an essential function of our online shopping cart. If you disable these cookies, you will not be able to add items to your cart and make a purchase from any of our stores.
Most browsers automatically accept cookies; you can set your browser options so that you will not receive cookies from websites or from third-party sites you can also delete existing cookies from your browser by using the options available. Many browsers can be set to suppress the full functionality of cookies which are sent from a web server to a web browser when that browser visits the server's site
The goods offered by us may be ordered by you via the internet.
A contract will be formed on acceptance by us of your order.
If you choose to provide us with your email address you will receive communication of the details of your order by email. This confirmation acts only as a verification of order details and does not constitute acceptance of your offer to purchase goods. Acceptance will take place upon receipt of payment.
Your card or Paypal account will be charged as soon as you submit your order.
We will endeavour to dispatch goods within 28 days of an order being received. Should an item be unavailable the customer will be informed by an email and an alternative offered if the original item is no longer available. We will endeavour to obtain the original item at all costs. Sometimes, due to issues with specific suppliers, it may take longer than 28 days.
We supply all goods at the request of our customers if they are ordered in compliance with these Terms & Conditions.
It is the responsibility of the customer to ensure that all details for their orders are correct at the time of ordering.
Upon placing the order, the customer agrees that the information given on the order is correct. Any changes to information contained on the customer at the time of ordering will be made at the discretion of Backstreet International Merchandise Ltd.
If we experience problems with fulfilling an order we will email the customer with details of the problem and offer an alternative if necessary we may re-process the order to resolve issues that may arise at the point of ordering.
To enable the Supplier to perform its obligations under this Agreement the Customer shall:
Co-operate with the Supplier.
Provide the Supplier with any information reasonably required by the Supplier.
Obtain all necessary permissions and consents which may be required before the commencement of the services.
Without prejudice to any other rights to which the Supplier may be entitled, in the event that the Customer unlawfully terminates or cancels the goods and services agreed to in the Specification Document, the Customer shall be required to pay to the Supplier as agreed damages and not as a penalty the full amount of any third party costs to which the Supplier has committed and in respect of cancellations on less than five working days’ written notice the full amount of the goods and services contracted for as set out in the Specification Document, and the Customer agrees this is a genuine pre-estimate of the Supplier’s losses in such a case.
In the event that the Customer or any third party, not being a sub-contractor of the Supplier, shall omit or commit anything which prevents or delays the Supplier from undertaking or complying with any of its obligations under this Agreement, then the Supplier shall notify the Customer as soon as possible.
The Supplier shall have no liability in respect of any delay to the completion of any project;
If applicable, the timetable for the project will be modified accordingly;
The Supplier shall notify the Customer at the same time if it intends to make any claim for additional costs.
You may cancel an order at any time up until 14 (fourteen) days after receipt of the goods. Prior to shipment of the goods, cancellation can be effected by telephoning or emailing Customer Services. After cancelling the order you have 14 (fourteen) days to return any items already shipped. You will be refunded within 14 (fourteen) days of receipt of your return. If you cancel the order after the goods have been shipped, the goods must be returned in excellent condition suitable for resale.
Following notification of cancellation, any sum relating to the cancelled order shall be credited to you within 10 working days upon receipt of the goods, provided that the goods are returned by you to us in the condition in which they were delivered.
You will pay for the cost of return and original carriage of the goods unless the goods are faulty or damaged.
If you are not completely satisfied with your purchase, you can return it to us within 14 (fourteen) days of receipt, in excellent condition and suitable for resale, for a replacement, exchange or refund of the same item. After cancelling the order you have 14 (fourteen) days to return any items already shipped. You will be refunded within 14 (fourteen) days of receipt of your return. Please call or email our Customer Services department ([email protected] or +4420 7428 1799) for returns instructions.
We reserve the right to reject a return if the item is returned in a condition that we deem to be unacceptable.
Postage/delivery charges are not refunded unless the goods are faulty.
We strongly recommend that you purchase tracking so that if your package is lost in transit you are able to claim this back from the courier.
We are not responsible for packages lost in transit during transit on their way to our warehouse.
Get support
- Contact us
- Call usPlease find our UK EU and US phone lines below, Please note our phone lines are open from 9am (GMT) - 5pm (GMT)
- US: +1 833 645 1094
- UK: +44 7481 344990
- German/EU: +49 1573 5988381