FAQ

How do I sign into my account?

Use the ‘Log In’ tab on the top right of the screen. You will be asked to fill in your email address and your password that you will have set up when you first created your account.


What if I have forgotten my password?

Please use the link ‘forgot your password’ where you will be sent a link via your email to reset your password. Once you have updated your password you will return to the login page to complete the login process.


Do I need to create an account to place an order?

No you do not need an account to place an order, however it may speed up the checkout process for you on future visits. Each time you return to the store and log in your details will be retrieved therefore removing the need to re-type billing and delivery addresses.


How do I navigate the website?

By using the tabs across the top e.g. Indoor Living a drop down menu will appear. You can choose to hover over an item you are interested in and click on it where you will be directed to the next page showing the item(s) you have chosen. If you ever panic, have a melt down or get lost hit the Bunkers Hill logo and you will return to the home page. You can always refer to the breadcrumb trail.

 

What is the breadcrumb trail?

As you navigate through different pages you will see a small trail of where you have been e.g. home, indoor living, tableware. You can click on any of these to go back.


How do I add items to my wishlist?

You can choose to add an item to your wishlist by clicking on the small heart icon in the corner of each product image. You will be asked to sign in using your email before the item appears in your wishlist. The items(s) will remain on your wishlist until you choose to remove them or you purchase the item(s)


How do I search?

Use the search bar at the top of the webpage and type in what you are looking for.


Can I let you know my thoughts?

It is possible for you to leave a review on a product. Once you have clicked on an item there is a drop down menu below the product where you can rate and write a review. Alternatively you can email us at customerservice@bunkershill.co.uk with any questions or feedback.


If I create an account will you pass my details onto other parties?

Certainly not. Bunkers Hill would never pass any of your details onto any other companies.

 

By creating an account with Bunkers Hill does it mean you will send me marketing information?

Creating an account does not mean you will receive any marketing information. However you do have the option to sign up to our electronic newsletter both on the homepage and the checkout pages. This will inform you of any promotions we may have and the arrival of our latest products.


Is your website secure?

All our payments and associated payment information is handled through Sage Pay. Sage Pay adopts industry standard security methods such as SSL encryption to protect your personal information. Please see our Privacy Statement and Use of Cookies statement.


What is your policy on returns?

In the unlikely event that a parcel arrives damaged or faulty please contact our Customer Services team on 07708 130063 (Monday to Friday 9am to 5pm) or by email at customerservice@bunkershill.co.uk so we can arrange a replacement, exchange, or refund for you.

If you wish to return an item, we need to receive it back within twenty eight days of receipt for a refund or exchange. We ask that you please return the items where possible with their original packaging. This does not affect your statutory rights. As the goods are your responsibility until they reach us please ensure you package your return to prevent any damage to the items or boxes.


With the exception of faulty and damaged goods we are not responsible for the return postage and do advise that you obtain a certificate of postage in case the parcel fails to reach us.
If an item is returned to us outside of the twenty eight day time frame or is in a non re saleable condition a credit note will be issued at the discretion of Bunkers Hill.


If you wish to cancel your order and return it to us, under the Consumer Contracts Regulations, you must let us know within fourteen working days of receiving your parcel. This can be done by calling our Customer Services team on 07708 130063 (Monday to Friday 9am to 5pm except Bank Holidays) or via email at customerservice@bunkershill.co.uk. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund including the original delivery charge paid.

 

How do I return items to you?

If you wish to return an item, you will need to inform us within fourteen days of receiving the goods and we need to receive it back within twenty eight days of receipt for a refund or exchange. We ask that you please return the items where possible with their original packaging. This does not affect your statutory rights. As the goods are your responsibility until they reach us. Please ensure you package your return to prevent any damage to the items or boxes. Please see our full returns policy for more information.


Some options for returning goods are below:
For goods weighing 10kg or less return using Collect+ from just £4.60. Collect+ is a convenient way to return parcels at over 3,500 local shops; most are open from early until late, 7 days a week. Simply visit www.collectplus.co.uk to find your local Collect+ store and purchase your returns label. Then print and attach the label to your parcel, ensuring any labels for delivery are removed or covered. Drop off your parcel at any Collect+ store, where you will be given a receipt and tracking code.


Please note, you must obtain a returns label before taking your parcel into a Collect+ store. Collect+ will not accept responsibility for parcels handed into a store without a Bunkers Hill returns label. This service can be used for parcels weighing up to 10kgs and includes online tracking and up to £40 insurance.


To find your nearest Collect+ store you can:
Visit the Collect+ website www.collectplus.co.uk and then follow the instructions to purchase a returns label. Alternatively, at a small cost, you can send an SMS to 84555, stating ‘COLLECT’ along with your postcode. Example ‘COLLECT SW1P 1BX. Or you can call the Collect+ Contact Centre on 0845 270 9888. You can book your returns label online using a credit/debit card or PayPal. Please note that you need a printer available to print off the label. Simply follow the quick steps below:

  1. Go to www.collectplus.co.uk and follow the instructions to find a Collect+ store, and purchase a returns label.
  2. Print out the return label and securely attach it to your parcel. Please make sure that the bar code is clearly visible, and that any other delivery/returns labels have been covered or taken off the package.
  3. Drop off your parcel at any local store offering the Collect+ service where you will be issued with a proof of postage receipt.
  4. Keep your receipt to track your parcel online at www.collectplus.co.uk/track

 

Please note that you can only return your item by Collect+ in the UK and for parcels with dimensions no larger than 50x30x30cm (cabin size baggage), which weigh no more than 10Kg.
Returns using Royal Mail please send returns to:
Bunkers Hill, 2 Cobthorne Drive, Allestree, Derby, Derbyshire, DE22 2SY.

We recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us.
Other returns options are available at the customers discretion.


International Returns

Should you wish to return a non faulty item from outside of the UK, excluding the Channel Islands, Isle of Man and Northern Ireland, you will be responsible for the return postage and we do not offer a collection service for overseas items.