When is my order dispatched?
All orders are shipped within 1-3 working days, Monday – Saturday. Orders made during Sunday are processed and dispatched the following working day.
Pre-Orders are dispatched as soon as the product becomes available.
When will my order be delivered?
Our courier delivers Monday – Saturday, 7:30am – 6pm. Sunday and any Bank Holidays are not working days therefore are not included within the delivery timeframe.
For full delivery information read our shipping page.
How do I track my order?
Please log into your account, go to – Orders History → View Order – and click/tap the Track button for tracking information. You can also find the tracking number in your order confirmation email.
Any signed delivery will be attempted 3 times – if on the third attempt there is no one in to answer – then the parcel will be returned back to us. In some cases, the courier who has your parcel will charge an administration fee and a return fee. The return/administration fee and the postage to get it back to you from The High Bandits will be charged to you.
If you order an item on backorder/pre-order an item – the item will be dispatched as soon as it arrives with us. If an item is not available you will also see in the description how long you can expect to wait to receive your item. This can sometimes vary and either be sooner or later than the expected.
If your order is made during peak times (Black Friday, Cyber Monday, Sales, Christmas Period etc.) then your order may take longer to dispatch/deliver. This can be due to the amount of orders we receive and also the couriers’ daily capacity.
EXCHANGES, RETURNS & REFUNDS
How do I return an item?
If you require to send back an item you have ordered, please read our step by step instructions found on our returns page. Customers are responsible for the cost of returning items to us unless your order was cancelled under the UK Distance Selling Regulations, or if the order was faulty or incorrect.
Can I send different orders back together?
No, this will confuse the system and only part of the order will be registered. Sometimes if the system doesn’t recognise the products together with an order number it will not be updated in our system and will need a manual investigation.
I have lost my proof of postage and order information!
When sending an item back, you have full responsibility for it. If a courier loses your parcel and you have no proof of postage without a signed & tracked service we cannot complete your refund – If you do have proof of postage with signed & tracked we can make a claim and complete your refund without the items arriving.
It's been over 14 days and I haven't got my refund or exchange!
There is always the case where it might take a little longer to get around to your refund, replacement or exchange. If it has been longer than 14 days then you can send an email to firstname.lastname@example.org to find out what’s happened as there’s a chance the item could have been lost with the courier, lost in the warehouse or too damaged to be restocked.
How do I update my account information?
You can do this by going into – My Account– on our website where you can edit your details such as your address, telephone number and email address. Unfortunately, you cannot update any order details once an order has been placed.
How soon will you reply to my email?
We aim to reply to all emails within 48hrs. Weekends and bank holidays can cause slight delay. The best place to contact us is email@example.com.
How do I process my complaint?
Please email any complaints to firstname.lastname@example.org and we will get back to you as soon as we can.
What are cookies?
Why can't I add an item to my bag?
If you can’t add an item to your bag, or there is no option to, it usually means this product is out of stock. You may be viewing an old, cached version of our website. Try clearing your browser cache, or logging directly on to www.highbandits.clothing and searching for your item using the button – if it doesn’t show up in the results, then unfortunately we have sold out.
Why is there no add to cart button?
If you are searching for an item, for example, through Google, you may see old links to products that are no longer available. Please go to our website www.highbandits.clothing directly to ensure you are getting up to date product lists.
I pre-ordered an item with another item in stock.
If you pre-order an item with an item that is in stock, your whole order will not be shipped until all items are available in your order.