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At the BBC Shop eBay Store (BBC Shop) we are committed to making your shopping experience easy, quick and convenient and have pulled together a list of some of the most frequently asked questions. However if your question has not been answered please email our customer service team at: bbcshopebay@bbc.com
Our customer service team are available Monday to Friday between 8.30am and 6.00pm.

  • Ordering
  • Payment
  • Delivery
  • Returns & Refunds
  • Contact us

Ordering

Will I receive a confirmation of my order?

Once you have completed your order you will receive the following communications:

  • Order confirmation email – to confirm that we have received your order
  • Despatch confirmation email – to confirm your order has been despatched
  • Payment confirmation email- to confirm we have received payment from PayPal
  • Feedback email – to remind you to feedback your comments

Important: Some email accounts will ‘junk’ emails that are sent from addresses that are not recognised so please make sure you add bbcshopebay@bbc.comto your address book so we can get in touch with you.

How many items can I order?

You can order multiples of the same item in one order, but you cannot select different items and put them in the same order.

What if I can’t find the item I want?


We have a limited range of products on eBay but please check regularly as we will be continually adding new products.

Can I bid for items?


No, all products sold in the BBC Shop are ‘Buy it Now’ items.

Can I change my order?


No, once you have submitted your order we are unable to amend it. Please refer to our Returns and Refunds section for details on how to return the item once you have received it.

Can I change my delivery address?


No, once you have submitted your order we are unable to amend it.

Can I cancel my order?


Yes, you can cancel any time up to and within 7 working days after the day you receive the goods.   Please refer to our Returns and Refunds section for further details on how to return the item once you have received it.

Payment


What payment methods do you accept?

We only accept payment via PayPal, the quickest easiest and most secure way to pay. We are unable to accept payment by credit or debit cards.

When will I be charged?


Payment is charged to your PayPal account immediately as soon as you place the order.

Will I receive confirmation of my order?


Once you have completed your order you will receive the following communications:

  • Order confirmation email – to confirm that we have received your order
  • Despatch  confirmation email – to confirm your order has been despatched
  • Payment confirmation email- to confirm we have received payment from PayPal
  • Feedback email – to remind you to feedback your comments


Delivery


How much does delivery cost?

Delivery to the UK is free.

Where do you deliver to?


Delivery can be to any location within the UK.
Unfortunately we cannot deliver to PO boxes or overseas addresses including Channel Islands and Republic of Ireland.

Are there any UK addresses where delivery might take longer?


Yes, there are certain areas, such as Scottish Highlands & Islands, offshore locations and Northern Ireland where delivery may take up to 14 days. 

Do you deliver to BFPO addresses (British Forces Postal Office)?


Yes, we offer a delivery service to all BFPO addresses. For weight limitations and mail prohibitions please visit the BFPO website.

How will my order be delivered?


Deliveries are usually made by Royal Mail. In the event that the order exceeds a retail value of £75 the order will be shipped using Parcel Force next day delivery, a signed for service.

When will my order be delivered?


Delivery usually takes up to 3-5 working days after payment has cleared. If on the rare occasion your order does not arrive after 5 working days, please email our customer services team at bbcshopebay@bbc.com. Delivery to certain areas, such as the Scottish Highlands & Islands, offshore locations and Northern Ireland may take up to 14 days. 

Can I track my Order?

If your order is over £75 a tracking reference for this order will be emailed to you from eBay and you will be able to check on the delivery status of your order.

What will happen if I am out when you deliver?

Royal Mail - if the parcel will not fit through the letter box then they will leave a collection card.
Parcel Force - This is a signed for service, so in the event you are unable to accept delivery, the courier will leave a card to advise that delivery has been attempted. To arrange re-delivery please follow the instructions on the card.

What do I do if the product I ordered arrived damaged?


Please immediately email bbcshopebay@bbc.com and explain that your order was damaged. The customer services team will provide you with a freepost address for you to return the item to our warehouse. They will also be happy to provide a free replacement. In the unlikely event that we are unable to provide a replacement your PayPal account will be refunded.

What do I do if the wrong product has been delivered?


If you receive the incorrect item please immediately inform our customer services team at bbcshopebay@bbc.com . They will provide you with a freepost returns address and provide a free replacement of the correct product. In the unlikely event that we are unable to provide a replacement your PayPal account will be refunded.


Returns and Refunds


At the BBC Shop we want to provide you with the best possible customer service. We hope you are delighted with your items.

However: 

  • If your order is faulty, mis-described or delivered in error, return it to us within 30 days of delivery for a full refund (including  pro – rata return postage charges);
  • If you change your mind, you can return your item within 30 days of delivery, and provided it’s in an unused and saleable condition, we will refund the cost of the item (but not the return postage charges).
  • Customers may withdraw from the sale after you receive the item, if you change your mind, and your delivery address is within the UK:
    •  Return your item and write to us at bbcshopebay@bbc.com within 7 working days of delivery to cancel your order, and your consumer rights entitle you to a full refund (excluding the cost of returning the item to us).

 

If you received the item as a gift, we can offer you store credit to the order value of the product provided you follow the procedures set out below within the correct timeframes and we can trace the original order on our system. (Certain items are excluded, however, please see the list below).

If you need to return your goods please follow our Returns and Refunds Procedure.

Returns and Refunds Procedure

  • Certain items are excluded from refunds or exchanges unless they are faulty. We cannot accept order cancellations or offer a refund or exchange on:
  • any product which is personalised for the recipient;
  • unsealed CDs, DVDs, tapes or other recording media, software or video.
  • For all other items, please complete the Returns Form on the front of your despatch note.
  • It’s important that your returns are in the best possible condition, so please ensure you wrap the item you’re returning securely, remembering to enclose the Returns Form.
  • You must obtain a proof of delivery receipt. This is your proof of return and must be provided if the item you are returning fails to arrive at our Returns Warehouse.
  • Please allow up to 14 working days for the goods to be returned and for us to process your return.
  • The product must be received by our Returns Department within 30 days of receipt of delivery.
  • If the item is faulty, misdescribed or delivered in error and you return it to us within 30 days of delivery, you will be fully refunded, including all postage costs.
  • Refunds will be issued on the payment method used in the original transaction, please allow up to 14 working days for refund to be visible on your account.
  • No claims can be processed unless these conditions are strictly adhered to.

All returns should be sent to:

BBC Shop Returns Department
Technicolour Unit A
Cosford Lane
Newbold
CV21 1QN
United Kingdom

This BBC Shop refund policy is separate and additional to your right to cancel under the Distance Selling Regulations. It does not affect your legal rights relating to faulty or mis-described goods. Contact your local Consumer Rights organisation (such as the Citizens Advice Bureau) if you would like more information on your legal rights.