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Welcome to the Blue Banana Help! Guide. Hopefully 100% of your questions can be answered on this page. Just in case you can also email info@bluebanana.com or for further contact details visit our Contact Us page.
Why can't I add a product to my shopping basket/find a product I saw earlier?
This is because the product you are trying add to your basket is no longer in stock. Sorry.
I can't Login!
People forget their passwords all the time, so don't panic. All you have to do is go to 'Login' at the top right of the page and click on 'Forgotten password?'. Enter the exact e-mail you used to create your account. You will then be sent an email to that address with a new password.
Why does my payment fail?
Many possible reasons. e.g. Insufficient funds in your bank account. Using an address that the bank does not recognise. The card details are incorrect. The card has gone past its expiry date. Your card verification password is incorrect. If you're having too much trouble with your card you can always use PayPal.
Can I change my order?
Yes but only if you call us a.s.a.p. Customer Services is open 9am to 5pm, Monday to Friday on +44 (0) 1579 341907. If your order has already been dispatched (you will have been emailed) then unfortunately your order will have to be returned to be changed.
Can I cancel my order?
You can only cancel your order within 7 days from when you placed it. If we have shipped your order and you wish to cancel you must return it to us in the same condition in which it was sent to arrive within the 7 days. You will then be entitled to a refund.
Can I track my order?
Yes, if you have checked 'Your Account' and your order status has changed to 'Sent' that means your order is on its way. Your tracking number with DPD or Royal Mail will be in your Dispatch Confirmation email.
How long will it take for my order to arrive?
Blue Banana do their best to process all orders swiftly. The warehouse is open Monday to Friday 9am to 5pm so please bear this in mind when calculating delivery times. For example 1 to 3 working days dispatch from a Friday evening, your order will be dispatched by Wednesday. For details regarding the delivery options please visit the Delivery page.
Which courier service do you use?
All orders will be delivered by Royal Mail Recorded or DPD delivery. If there is no one to receive the parcel, a card will be put through the letterbox detailing where and when you can arrange re-delivery or pick-up.
I need to return an order?
We have a Returns & Exchanges page with all the details you will need.
Do you always keep the cost of delivery after a refund?
The Delivery charge is always non-refundable unless the delivery time selected was not adhered to or you have received an incorrect or faulty item.
Is it safe to order online?
Yes. Blue Banana do not hold customer card details. Payments are made through a secure server hosted by Sage Pay or PayPal, depending on your selection. Your bank may follow the Confirm and Pay page with a card verification screen, if you are having trouble here you will need to contact your bank as this is to ensure secure payment.
How long will my refund take?
Blue Banana do not hold any customer card details, we tell the bank to refund the amount back to your bank account which can take up to 4 days. If you have returned items you must allow 3 workings days for the return checked by our quality control team and your refund processed by the accounts department. After this your bank should put the money into your account after 24 to 72 hours.
Blue Banana do not hold any customer card details, we tell the bank to refund the amount back to your bank account which can take up to 4 days. If you have returned items you must allow 3 workings days for the return checked by our quality control team and your refund processed by the accounts department. After this your bank should put the money into your account after 24 to 72 hours.