FREQUENTLY ASKED QUESTIONS
TRACK YOUR ORDER
Can't wait for your delivery to arrive? Enter your tracking code here to see the status of your order. You can find this on your dispatch email. Don't have your order number? Log into your account with us and go to 'Order History'.
WHAT DELIVERY OPTIONS DO YOU OFFER?
Whether that is straight to your door the next day or to collect from your local store there is a whole range of delivery options to suit you!
Standard Delivery Express Delivery Guaranteed Premium Next Day Delivery
ASDA to YOU Click and Collect Collect+
For extra details on all our delivery options visit the delivery page here.
DO YOU DELIVER TO MY COUNTRY?
Yes! We have worldwide delivery options so you can get BadRhino straight to your door! Simply select your country and you will be able to shop in your local currency, language and be shown speedy delivery options to your country.
DO YOU OFFER NEXT DAY DELIVERY?
Yes we do! Order before 20:00 Monday-Friday and Sunday or before 12:00 Saturday to get next day delivery straight to your home for only £6.99. This is a fully tracked service from dispatch to delivery with options to change the delivery date, arrange to leave your parcel somewhere safe, deliver it to your neighbour or drop it off at your local shop. It also includes free returns to 160+ stores and online. Please make sure on Bank Holidays you allow 1 extra working day for delivery.
WHAT DO I NEED TO BRING TO COLLECT MY PARCEL FROM STORE?
All you need to bring is your order number and a form of ID. Its quick and easy to do and our brand ambassadors in store will be more than happy to help!
MY ORDER HASN'T ARRIVED YET? WHAT SHOULD I DO?
First thing you can do is track your order! It will be able to tell you where your order is if it hasn't arrived yet. We do our absolute best to meet all delivery deadlines however, sometimes things can run a little slower than usual. If this doesn't provide you with the information you require please fill out the customer services contact form and they will be in touch as soon as they can!
CAN I EDIT MY ORDER AFTER I HAVE PLACED IT?
We are really quick to pick and pack your order which means we are unable to make changes once you've placed it. This includes delivery options, delivery address or the payment method. If it is more items you need, you can simply place another order.
CAN I CANCEL MY ORDER?
If you have received your dispatch confirmation from us, unfortunately we are unable to cancel your order and you will need to return the items back to us using your free return label.
If you have not received your dispatch confirmation, please contact our customer service team via our live chat portal, contact form or call us on 03309122462 and they will assist you in cancelling your order. Just one more thing! The payment will not appear back in your available balance straight away and can take up to 7 working days to show in your bank account. A cancellation email will be sent to you to confirm this has been processed.
I RECIEVED A FAULTY ITEM - WHAT DO I DO?
We are sorry to hear that your item is faulty and would certainly love to get this resolved for you, please return the item back to us using your free returns label that was included in your parcel. If you state on your returns invoice you require a refund or replacement then we will get that sorted for you as soon as its back with us.
I HAVEN'T RECEIVED MY EMAIL CONFIRMATION, CAN YOU HELP?
Don't forget to check your junk folder, emails can get caught up in there. If you still can't find it then you can log into your account and check order history and you will be able to see all details of your orders. If you require the email confirmation to be re-sent then please contact our customer services team through the live chat portal, contact form or call us on 03309122462.
I HAVE TRACKED MY ORDER AND IT SAYS IT HAS BEEN DELIVERED BUT IT HASN'T, WHERE IS IT?
In this case you will need to contact customer services via the live chat portal, contact form or call us on 03309122462. We can then look on a case by case basis to see what has happened here and get it resolved for you!
WHAT IF I NO LONGER HAVE MY RETURNS LABEL?
AS PART OF OUR EFFORT TO REDUCE OUR CARBON FOOTPRINT WE HAVE NOW GONE PAPERLESS – YOUR INVOICE IS ATTACHED AND RETURNS ARE NOW ONLINE
hould you need to return something, please CLICK here. Pierced jewellery, cosmetic products and antibacterial masks are excluded from the returns and refunds policy.)”
WHAT HAPPENS IF AN ITEM IS MISSING FROM MY PARCEL?
Sometimes an item can be missing from your parcel, but all our parcels are checked before they leave our warehouse. If an item is missing then please get in touch with our customer services team through the live chat portal, contact form or call us on 03309122462. We investigate on a case by case basis so we can work out what has happened and get the missing item out to you.
WHAT HAPPENS IF I HAVE RECEIVED THE WRONG ITEM?
We are sorry that the item you have received is incorrect and we would certainly love to resolve this for you. Please return the item back to us using your free returns label in the parcel and mark on your returns invoice if you require a refund or replacement to be issued.
WILL I GET A REFUND IF THE COURIER LOSES MY PARCEL?
We will do everything we can to get the parcel back to you! We deal with this on a case by case basis and will speak to the courier to see if we can locate your parcel. If we cannot find your parcel we will send out a replacement to get to you as soon as possible.
HOW DO I RETURN ITEMS?
UK returns are FREE using the returns portal; you have 28 days, from the day you receive it, to send something back.
Repack your items, please ensure the items you’re returning are in a resalable condition and unworn with the tags attached, otherwise the return may not be accepted. Unfortunately, we do not offer online exchanges.
Book your return online using your order reference (will start with two letters) and email address or postcode associated with your order.
Select your preferred return option (Print returns labels at home or in store options available). Once you have processed your return in the portal, you're ready to post it off.
You'll get an email once we receive your returned item.
TO BEGIN YOUR RETURN CLICK HERE.
HOW LONG DO I HAVE TO RETURN MY ITEMS?
Don't worry! You have 28 days to return an item back to us from the day you received the parcel. Unfortunately we cannot accept returns out of this time frame.
WHAT RETURN OPTIONS DO YOU PROVIDE?
We have a full range of return options to make this super easy for you. Choose from over 100+ Yours Clothing and BadRhino stores across the UK, Hermes ParcelShop, ASDA to YOU, Royal Mail Tracked 48 service or Collect+.
WHERE IS MY REFUND?
A refund can take up to 21 days however we hope to process this much quicker for you. It can be up to 14 days to receive and process the return and then another 7 days for the refund to clear the banking systems. All refunds are issued in the same payment method as your original payment. An email confirmation will be sent to you when this has been processed.
I HAVE PURCHASED AN ITEM IN STORE HOW DO I RETURN THIS?
No problem! All store purchases need to be returned in a Yours Clothing or BadRhino store within 28 days of your original purchase date and with your receipt. Pop into one of our 150 stores across the UK and our brand ambassadors will be more than happy to help. Your items need to be in a saleable condition and unworn with the tags attached. If the item is faulty in the first 6 months then a member of staff will be able to inspect the item and if there is a manufacturing fault they will offer a replacement or refund. Without proof of purchase the store team are unable to accept any item for an exchange or refund. Unfortunately we cannot accept any store refunds through customer services.
CAN ALL ITEMS BE RETURNS?
Most of our product range can be returned through our quick and easy process. The only items which cannot are face masks, earrings and hair accessories due to hygiene reasons.
HAVE YOU RECEIVED MY RETURNED ITEMS?
It can take up to 21 days for us to receive the items in our warehouse and process the refund. If it has been longer than this please contact customer services through the live chat portal, contact form or call us on 03309122462. Make sure you have your returns tracking number handy.
HOW DO I RETURN ITEMS IF I HAVE PAID WITH KLARNA, LAYBUY OR CLEARPAY?
Returning with Klarna, Laybuy or Clearpay is easier than ever before. Take it to one of our 100+ stores and they will be able to offer you a refund for your order which they can process faster than before. Alternatively you can follow the online returns process, log into your Klarna or Laybuy account and register the return. Once we have received the parcel and processed the refund the refunded amount will be removed from your outstanding balance.
CAN I GET A REFUND IF THE PRICE OF THE ITEM HAS CHANGED SINCE I ORDERED IT?
Due to the ever changing online product selection we cannot offer refunds if the price of a product changes after your purchase.
HOW LONG WILL IT BE TILL I RECEIVE MY REFUND?
We aim to process each refund as quickly as we can. However, refunds can take up to 21 days to process. This includes up to 14 days for the parcel to be received by our warehouse and process your refund and 7 days for the refund payment to go through the banking system.
HOW WILL I BE REFUNDED?
To make the process as quick and easy as possible refunds will always be processed in the same way as your original payment method.
WHAT CAN I DO IF MY REFUND AMOUNT IS INCORRECT?
We are sorry about that! Please contact our customer services team through the live chat portal, contact form or call us on 03309122462 and we can get this resolved for you. This could be for a few reasons such as discounts or the delivery charge not being included.
WILL MY DELIVERY CHARGE BE REFUNDED?
We only refund the cost of the item when we process the return, not the delivery cost.
WHAT PAYMENT OPTIONS DO YOU OFFER?
We have lots of payment options so you can choose whichever is best for you. Whether that's credit or debit card, our buy now pay later options with Klarna or LayBuy or pay with your BadRhino Gift Card. We take your security very seriously so we can assure you our details are safe with us.
We take fraud very seriously, all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. To better protect our customers when shopping online by card you may be presented with 3D secure security measures when paying. This is dependent on your bank and may require you to enter a password or get a security code via email or phone.
WHAT CURRENCIES DO YOU ACCEPT?
Our website has 95 different country options to make shopping for you quick and easy, this allows you to shop in your local currency and have suitable delivery options.
WHEN CAN I USE A VOUCHER CODE?
We aim to make this process as simple as possible however each voucher code will have different T&Cs as to when this can be used. These should be featured on the marketing communication you were sent or a link to the site will be provided where you can find the details about that specific voucher code.
CAN I USE A GIFT CARD AND VOUCHER CODE TOGETHER?
Yes you can! Enter the voucher code at the basket page and the Gift Card details at the payment page and you will be able to use both together.
I USED A VOUCHER CODE BUT NOW I NEED TO RETURN MY ITEM, CAN I DO THIS?
Of course! Follow the normal returns process and our team will refund the price you paid for this item.
MY PAYMENT WAS DECLINED - WHAT CAN I DO NEXT?
If your payment method had been declined then you will need to place your order again, unfortunately we aren't able to reinstate the order. Before you do this, speak to your banking or payment provider to see why this has happened. If payment has been taken please let us know through our live chat portal, contact form or call us on 03309122462.
CAN I TOP UP A GIFT CARD?
Yes you can! Take your Gift Card into your local store and the brand ambassadors will be more than happy to help. They can easily top up your Gift Card with the amount required.
WHERE DO I ENTER MY GIFT CARD?
Gift cards can be entered at the payment stage of the checkout under 'Pay by Yours Clothing Gift Card'. They start with 5045 and are 19 digits long.
I HAVE RECEIVED A GIFT VOUCHER; HOW DO I USE THIS?
Please ensure this is being entered at the first stage of the checkout. Once you have clicked 'My Bag' you will see all items in your basket on the right hand side and under the delivery options you will have a box - 'Got a Voucher code?' please enter your voucher here.
CAN I USE MORE THAN ONE GIFT CARD AT A TIME?
Yes, we want to give you the easiest payment options so multiple Gift Cards can be applied at the check out stage.
I HAVE A PROBLEM WITH MY GIFT CARD OR GIFT VOUCHER?
We are sorry to hear you are experiencing issues with your Gift Card or Gift Voucher. We will need your Gift Card Number and PIN or Gift Voucher and the customer service team will be happy to assist. Chat to them through our live chat portal, contact form or call us on 03309122464.
HOW LONG IS A GIFT CARD OR GIFT VOUCHER VALID FOR?
All Gift Cards and Gift Vouchers are valid for 12 months, make sure you use it before it expires!
HOW WILL I BE REFUNDED IF I PURCHASED MY ORDER USING A GIFT CARD?
If you purchased your order using a Gift Card then any refund owed will be issued back to the same gift card. If you no longer have this Gift Card then please contact our Customer Service team by clicking the following link https://www.badrhino/contact-us and provide your Order reference and full address so we can send you a replacement Gift Card.
CAN I USE MORE THAN ONE DISCOUNT CODE ON ONE ORDER?
We get it! We all love a bargain however you can only use one discount code on one order at a time.
I HAVE FORGOTTEN TO ADD A PROMOTIONAL CODE TO MY ORDER, CAN THIS BE ADDED AFTER I'VE RECEIVED MY ORDER CONFIRMATION?
I'm afraid we are unable to add a discount code to an order once the order has been placed with us. If you have had any problems placing an order then please contact our customer service team through live chat, contact form or call them on 03309122462.
HOW CAN I PAY THE OUTSTANDING AMOUNT IF I PAID BY KLARNA?
This bit is so easy! Just log onto your Klarna account, select the outstanding payment and enter your bank details to pay!
WHAT IS KLARNA? HOW CAN I USE THIS PAYMENT METHOD?
Klarna is a Swedish payment service provider that allows you to purchase your items today and pay nothing until 14 days later. They have worked with more than 70,000 online stores and over 60 million consumers worldwide. To use this payment option simply select this at the checkout, a soft credit check will be done and you will be sent a code to confirm your idenity. Your items will then be sent out to you, you can try these on in the comfort of your own home, return the ones you are unhappy with, Klarna will then adjust the amount due and you will need to pay the remaining balance in the 14 days.
WHAT IS LAYBUY? HOW CAN I USE THIS PAYMENT METHOD?
Laybuy offers online shoppers a simple interest free payment plan that lets you secure your purchase today and pay for it in 6 equal payments, once a week for 6 weeks. To use this payment option simply select this at the checkout, a soft credit check will be done and you will be sent a code to confirm your idenity. Log into Laybuy and complete your order in just minutes. Choose your payment day, view your schedule and then select pay now. Thats all! Your order will be on its way with scheduled weekly payments.
HOW CAN I PAY THE OUTSTANDING AMOUNT IF I PAID BY LAYBUY?
This bit is so easy! Just log onto your Laybuy account and you will be able to view your scheduled payments.
DO YOU OFFER EXCHANGES?
Exchanges for online transactions are only available in store. As a company we do not currently offer exchanges online. If the items are unsuitable for you and in an unworn condition, you can easily return them for a refund and place a new order online.
WHERE IS MY NEAREST STORE? ARE YOU OPENING ANY MORE STORES?
You can locate the nearest store to you using our online store locator here; store-finder. Simply enter your postcode into the store finder and it will find the closest store to you, it's as easy as that!
We are currently working on opening several new stores around the country, which will be announced via Facebook, email and our website - keep an eye out for your local area!
WANT TO WORK WITH US?
We are always looking for exciting new opportunties to work with you! Whether that's in store, at head office or working with us in partnership. Check out our careers page here for the latest vacanices. If you feel you are a model that could suit our brand please email some photographs to [email protected] and we will consider your application. If you would like more information on becoming a blogger then please contact us at [email protected] and we will be in touch.
I WOULD LIKE TO LEAVE SOME FEEDBACK, WHERE CAN I DO THIS?
If you have anything that you loved about BadRhino or any problems you would like to be resolved, please do not hesitate to contact us via our contact form by following the link - https://www.yoursclothing.co.uk/contact-us We appreciate your feedback and aim to resolve any problems as quickly as possible.
CAN I PLACE AN ORDER BY PHONE?
We have made our website super easy to use so that you don't have to order by phone. If you are having any problems with this then please contact customer services through the live chat portal or contact form.
WHAT SIZE AM I?
We have a team of experts with over 20 years experience fitting big and tall clothing so we can ensure we get the fit right time after time. We have also created this easy to use guide here so you can find the perfect fit first time.
DO YOU HAVE MEASUREMENTS FOR A PARTICULAR ITEM?
Available measurements are listed in each item’s product description. Further information about clothing measurements are not available.
WHAT LENGTH IS A REGULAR IN TROUSERS?
Regular men's trousers are 32” - remember that this measurement is the inside of the leg.
HOW OFTEN DO YOU RESTOCK PRODUCTS?
We have brand new styles you will love coming into our warehouse everyday! We get these on site as quickly as possible ready for you to shop. Take a look at coming soon, these are styles coming into the business soon so you can sign up and be the first to know when the stock hits the website making sure you can get your hands on the styles you want as soon as you can!
WHY HAVE I RECIEVED AN EMAIL SAYING THE ITEM I HAVE ORDERED IS OUT OF STOCK?
We're sorry if you've received an email saying one or more of the items you've ordered is out of stock. Our online stock is updated regularly and is as accurate as possible, but sometimes, things fall through the net. We will still send the remainder of your order and refund you for the item that is not in stock. Keep an eye out- it may come back in stock!
HOW CAN I FIND A PRODUCT OR BRAND?
Our website aims to make it as easy as possible to look for new products or brands. You can search for products and brands in the search bar which runs along the top of the screen or use the menu to find certain categories you are looking for. Go to New In to see the latest on-trend items.
DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?
No, you don't need to set up an account to shop with us. When you get the checkout simply choose the guest checkout option.
WHAT ARE THE BENEFITS OF HAVING AN ACCOUNT?
If you open an account our system will store your details, so next time you order it will be quicker and easier. For your security we will not store any of your credit and debit details. You also have the option to sign up to emails and text messages so you will be first to know about great new products and offers available on site!
DO YOU STORE CARD DETAILS?
The only place we store card details is in your account options if you choose too. It makes shopping next time so much easier and we store all information in a safe and secure place however this is completely up to you!
I'VE FORGOTTEN MY PASSWORD, CAN YOU HELP?
We've all done it! If you go to the customer log in page there will be a link to reset your password. Follow the email sent straight to your inbox to reset your password.
HOW CAN I UNSUBSCRIBE FROM EMAILS AND TEXTS?
We are sorry you feel this way. You can unsubscribe to emails and texts at any time. Log onto your account and you can edit your preferences.
Still need help? Our customer service team will be happy to help. Make sure you include your order number when contacting them.
Customer Service Contact Times
Monday - Friday: 8am - 6pm
Saturday & Sunday: 10am - 4pm
Bank Holidays: 10am - 4pm