Frequently Asked Questions

The following are questions commonly asked about our products and services.

Payment and Security

1. What are your payment methods?

As of the moment, we accept all major credit cards, such as Visa, MasterCard, Delta, Maestro and American Express.

We also accept PayPal payments for your convenience. Check out our Payment & Security page for more information.

2. Is your payment system safe and secure?

Yes. We select only the best payment systems out there to give you a worry-free shopping experience. We also comply with the Payment Card Industry (PCI) security standards so your payment information is safe.

Additionally, we use Secure Socket Layer (SSL) certificates on our website to guard it from phishing activities. We conduct regular anti-virus scans and security updates for your protection.

3. Do you save my credit card information on your site?

No, we don’t. We only require your credit card information when you confirm your purchase.

4. Will my choice of payment method influence the delivery speed of my purchase?

No, it won’t. Once payment is confirmed, we forward your orders to our dispatch team and they process them within 24 hours.

5. Are price included of VAT?

Yes all prices are including VAT (20%).

Some baby and kids items are exempt to VAT as per UK laws.

Shipment and Delivery

1. How much is the shipping fee for delivery within the UK?

Shipping within the UK is FREE*.

*on orders over £50.

2. Do you ship internationally?

Yes, we do. Shipping rates may vary depending on your location. For questions, please contact our support team.

3. Do you offer free shipping on international orders?

As of the moment, we don’t. But we are partnering with a courier service that will ensure your bamboo products are handled with care and  delivered on time at reasonable cost.

4. Can I track my orders?

Yes, you can. Once our dispatch team has processed your order and it is sent to our courier, you receive an email with the tracking number.

For international orders, some couriers may partner with local companies in your country, so you may receive another tracking number once your order has been forwarded to them. If you have any questions, please let us know. We will be happy to assist you in this process.

5. How long does it take for my orders to reach me?

For orders within the United Kingdom, we offer next-day delivery. For international orders, the period may differ depending on which country.

Before placing an order, please check with our customer support team on the delivery period for your country. If you require your bamboo products for a certain date, we recommend placing your orders in advance so they can reach you in time.

Return and Exchange

1. Can I return an item?

While we take extra care to ensure our products are of the highest quality, there may be cases where you are not 100% satisfied or encounter product issues upon delivery. If so, please contact our support team. You may also check out our Return Policy page for more details.

2. Can I return or replace a bamboo product that was gifted to me?

Yes, you can, but only if you can provide us with a copy of the invoice. Please note that normal return and exchange policies apply. If you have a special case and aren’t sure how to proceed, please call our customer support team.

3. Can I exchange an item for something else not similar to the one I originally purchased?

Yes, You can. Email us and we will proceed with your exchange.

4. Can I get a refund instead of an exchange?

If your return is within our 30-day returns policy you can get a full refund. Past 30 days, we will exchange your item or give you store credit.

Bamboo Products

1. What other products do you offer besides bamboo pillows?

We offer a wide range of bamboo products, including fashionable clothes and baby products. We constantly search for innovative products to add to our growing inventory.

2. What makes bamboo better than cotton?

While cotton has some great advantages, the benefits of using bamboo are in the realm of sustainability. To learn more about the awesome advantages of bamboo, read our Ethical and Eco-Friendly guide.

3. Does bamboo fabric shrink?

Yes, but the shrinkage factor is far less than cotton. Also, our bamboo products undergo quality processing to minimise shrinkage factor so you can wash and use them immediately.

4. What does ‘Lifetime Guarantee” on your bamboo products mean?

While we hope you live a long and healthy life, we don’t mean your lifetime. We are confident in our bamboo products. Therefore, after purchase, we provide guarantees for a reasonable period of time to comfortably cover the lifespan of the particular product based on the product type. Please contact us for more information on any item in our catalogue.

5. What’s the right way to care my new bamboo products?

You can check out our Bamboo Care and Wash guide for instructions. We also include a care tag on each product with specific instructions. Please read them carefully before washing your products. When you take extra care in cleaning them, your bamboo products can last a lifetime.

General Questions

1. Where can I send my items for returns?

You can check our Contact page for more info, including our address and phone numbers where you can immediately reach us.

2. How can I contact you for questions not listed above?

We have a dedicated support team at The Bamboo Pillow who will gladly answer any questions or concerns you may have. Please call us on 0203-002- 7725 or email us at info@thebamboopillow.co.uk. We normally respond to your enquiries within 24 hours.

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