BUYING FAQ’S

HELP WITH SHOPPING

This page should help answer any questions about shopping on OFFERS BARGAINS Marketplace. If you would like any information on your STORE or account on Marketplace, take a look at our STORE FAQS and ACCOUNT FAQS.

        • MOST FREQUESTLY ASKED QUESTIONS

    • Where is my order?
    • The STORE is ignoring me
    • Item was returned and seller has not processed the refund
    • What protection do I have as a customer?
    • Please close my account
        • BUYING ON MARKETPLACE

    • How do I purchase items?
    • Do you offer student discount on items to buy from marketplace?
    • How does the currency conversion tool work?
    • I have a problem with my order
    • What do I do if I think an item is counterfeit?
    • What do I do if I receive an item that I believe to be counterfeit?
    • What is Fashion not Fakes?
        • PAYPAL

    • What is PayPal?
    • How does PayPal work on Marketplace?
    • I can’t complete my purchase, what should I do?
    • How long will it take for my PayPal payment to clear?
    • What protection do I have as a customer?
        • CREDIT AND DEBIT CARDS

    • I can’t complete my purchase, what should I do?
        • DELIVERY

    • How long will it take to deliver my item?
    • What shipping methods can I choose?
    • Why can’t I select a shipping option?
    • How do I change my address or add a new one?
    • My item hasn’t been delivered, what should I do?
    • Can I use OFFERS BARGAINS.com’s Premiere Delivery service on OFFERS BARGAINS Marketplace?
    • Are there excess charges on items from international sellers?
        • FEEDBACK

    • How do I leave feedback for an item I recently bought?
    • Can I change my feedback?
        • REFUNDS & RETURNS

    • Returns
    • How do I return an item for a refund?
    • Faulty items
    • Can I return an item that has been made-to-measure?
    • Exchanges
    • Shipping costs on refunds & exchanges
    • What should I do if a seller refuses to accept a refund or exchange?
        • CANCELLING ORDERS

    • How do I cancel an order?
    • What happens when I cancel a purchase?
        • DISPUTES

    • The seller is ignoring me
    • What is a dispute?
    • How do disputes work?
    • How are disputes resolved?

MOST FREQUENTLY ASKED QUESTIONS

WHERE IS MY ORDER?

We recommend you contact the STORE directly by clicking on “Actions” then “Send Message” from the relevant order on your orders page. You can then follow up your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you can escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to Dispute@OFFERS BARGAINS.com and we’ll take it from there.

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THE STORE IS IGNORING ME

Ensure you have sent a message to the STORE by clicking on “Actions” then “Send Message” from the relevant order on your orders page. If you do not get a response within a reasonable amount of time then forward your purchase confirmation email to marketplace@OFFERS BARGAINS.com outlining the issue and we can look into it for you.

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ITEM WAS RETURNED AND THE SELLER HAS NOT PROCESSED THE REFUND

If the item was returned with a signed-for service then you are able to check it the item reached its destination, we advise that you double check this first. If the item has been delivered or you’re unable to check, please contact the seller directly – by clicking on “Actions” then “Send Message” from the relevant order on your orders page. You can then follow up on the progress of your refund or exchange. If you don’t receive a response after a reasonable period of time then you can escalate the matter. The method of escalation will depend on the type of payment. If you have exhausted all methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to Dispute@OFFERS BARGAINS.com and we’ll take it from there.

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PLEASE CLOSE MY ACCOUNT

In order to close your account please email marketplace@OFFERS BARGAINS.com and provide us with your Marketplace account name or email address, we will then close your account and advise when it is done.

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BUYING ON MARKETPLACE

HOW DO I PURCHASE ITEMS?

To purchase click on the Add To Bag option of the item(s) that you want. The item(s) will then be added to your basket. You can either view your shopping bag or Pay Now. Items in My Shopping Bag are not reserved for you and are available for other people to buy so make sure you act fast if there’s something you really want. Items will not be reserved from stock until you have paid for them. If an item goes out of stock it will be shown as ‘item is currently unavailable’.

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 STUDENT DISCOUNT ON ITEMS TO BUY FROM MARKETPLACE?

We do not offer student discount on items purchased via OFFERS BARGAINS Marketplace, however STOREs have the option to set up promotion and discount codes so it is a good idea to keep an eye out for these.

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HOW DOES THE CURRENCY CONVERSION TOOL WORK?

All transactions on OFFERS BARGAINS Marketplace are paid in GBP.
PayPal: PayPal welcomes payments in all major currencies. PayPal use their own currency conversion rate, and depending on how you pay (PayPal balance or Guest Checkout) a PayPal conversion fee may apply. We recommend you check with PayPal if you have any queries before payment.

Stripe (credit/debit card payments): Payments are welcomed in all major currencies. Currency conversion will be calculated by your bank or card issuer and a conversion fee may apply – your bank or card issuer will be able to clarify this for you.

Currency Conversion Tool: We provide a currency converter tool to allow you to see an approximate cost in selected currencies. The currency data is regularly updated from multiple sources to create one guideline rate. This guidance rate may differ to that offered by PayPal or your card provider. The correct billing amount in GBP will always be displayed before you enter your payment details.

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PROBLEM WITH MY ORDER

If you have contacted the STORE by clicking on “Actions” then “Send Message” from the relevant order on yourorders page. If you have contacted the seller and they have not responded to you within a reasonable time frame, check that they have not put their STORE on holiday mode as this would indicate that they are away. You can also to find out what to do if the seller is ignoring you.

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WHAT DO I DO IF I THINK AN ITEM IS COUNTERFEIT?

You have the ability to report every seller and STORE on the site. Use your power! Even if you’re just suspicious, it’s better to speak up and alert OFFERS BARGAINS Marketplace as we will investigate each claim. If you hit the report button on the product page you can send us a message highlighting your concerns. 

Alternatively, mail us a link or a tip to Concerns@OFFERS BARGAINS.com

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WHAT DO I DO IF I RECEIVE AN ITEM THAT I BELIEVE TO BE COUNTERFEIT?

If you have bought an item from a seller on Marketplace and you believe it is a counterfeit, firstly contact the seller to request a refund. If you do not receive a response or your money back from the seller, alert our compliance team, including your order number, to enable them to look into this further. OFFERS BARGAINS Marketplace operates a zero tolerance policy towards counterfeit goods and will work to ensure you are not left out of pocket.

As with any transaction, please use OFFERS BARGAINS Marketplace’s Feedback system to review the seller’s product and service for your transaction, but please don’t leave feedback until the transaction is complete.

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WHAT IS FASHION NOT FAKES?

OFFERS BARGAINS Marketplace operates a zero tolerance policy towards the buying and selling of counterfeit goods. We just won’t stand for it, and you shouldn’t either.

If you are caught selling counterfeit goods on OFFERS BARGAINS Marketplace you will never sell here again and we have a responsibility to report you to the authorities. Tough but fair.

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PAYPAL

WHAT IS PAYPAL?

PayPal is a secure online payment method, which allows you to pay or get paid quickly and easily without having to share any of your financial information. PayPal remembers your bank details, and keeps them locked up safe – so you don’t have to.

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HOW DOES PAYPAL WORK ON MARKETPLACE?

We use PayPal to process all Marketplace transactions. At check out, you will be redirected to PayPal to purchase your items. You can set up a PayPal account as part of the checkout process. When you buy an item it creates a PayPal transaction between you and the seller for the amount of the item plus shipping. When you enter your payment details the money will be transferred to the seller’s PayPal account.

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I CAN’T COMPLETE MY PURCHASE, WHAT SHOULD I DO?

Make sure you have sufficient funds in both your PayPal and bank accounts. If you have confirmed that you have available funds, there may be an issue with the recipient’s PayPal account, so we encourage you to message them via their OFFERS BARGAINS Marketplace STORE homepage. If you are still experiencing problems, it may be necessary to get in touch directly with PayPal to resolve the issue.

I CAN’T COMPLETE MY PURCHASE WITH A CREDIT OR DEBIT CARD, WHAT SHOULD I DO?

Make sure you have sufficient funds or credit bank account. If you have confirmed that you have available funds, there may be an issue with:

  • Your billing address – is it correct and complete?
  • Your 3-digit CV2 number on the reverse of your card – is it correct?
  • Your card’s speed limit – have you made multiple purchases elsewhere within a short space of time?

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HOW LONG WILL IT TAKE FOR MY PAYPAL PAYMENT TO CLEAR?

PayPal payments usually clear immediately. On rare occasions PayPal payments fail. In these instances we recommend checking your PayPal or credit card account before repeating the purchase process.

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WHAT PROTECTION DO I HAVE AS A CUSTOMER?

All transactions on OFFERS BARGAINS Marketplace are made directly between the buyer using payment providers PayPal or Stripe.

Orders paid with a PayPal account include Buyer Protection, a feature managed by PayPal. PayPal Buyer Protection should only be used as a final step if you cannot reach an amicable resolution with your seller. Orders placed with a credit or debit card via the Marketplace checkout can be raised directly with OFFERS BARGAINS Marketplace Guarantee team if an amicable resolution cannot be reached otherwise. Forward your purchase confirmation email to Dispute@OFFERS BARGAINS.com with details of the issue and we’ll take it from there. OFFERS BARGAINS Marketplace reviews all instances of Buyer Protection and card reversals. Unreasonable use of PayPal Buyer Protection, card reversals or The Marketplace Guarantee will lead to account closure and further escalation, in line with Marketplace’s terms and conditions.

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DELIVERY

HOW LONG WILL IT TAKE TO DELIVER MY ITEM?

This can vary based on the delivery method that the seller has provided or that you have chosen, as well as where the item is being delivered from or to, the seller will have specified the shipping times on the shipping details section on their listing. Deliveries within your country will normally be quicker than international deliveries, depending on the shipping method chosen. Some sellers use shipping services that will allow you to track the delivery. If you want more information contact the seller by clicking on the envelope icon on their store front or on any of their items for sale.

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WHAT SHIPPING METHODS CAN I CHOOSE?

You have a number of shipping methods depending on what the seller has decided to offer. If a shipping method you would like is not available, you should contact the seller and ask if they would be prepared to offer the alternative shipping method and add it to their listing.

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WHY CAN’T I SELECT A SHIPPING OPTION?

It is likely that the seller hasn’t included a shipping option to your region. You can message the seller and ask them if they dispatch to your country, or if they would be happy to make an exception. Simply search for the seller using the search box at the top of the page and click on ‘send us a message’ on one of their product pages.

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HOW DO I CHANGE MY ADDRESS OR ADD A NEW ONE?

Log into your OFFERS BARGAINS Marketplace account and click through to Account>settings>my details. There you can choose to ‘edit’ an existing address or select ‘add an address’.

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MY ITEM HASN’T BEEN DELIVERED, WHAT SHOULD I DO?

We recommend you contact the STORE directly by clicking on “Actions” then “Send Message” from the relevant order on your orders page. You can then follow up your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you can escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to Dispute@OFFERS BARGAINS.com and we’ll take it from there.

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CAN I USE OFFERS BARGAINS.COM’S PREMIERE DELIVERY SERVICE ON OFFERS BARGAINS MARKETPLACE?

OFFERS BARGAINS.com’s Premiere Delivery service is not valid on OFFERS BARGAINS Marketplace. However a growing number are offering free UK delivery for all. Just refine by “Free Delivery” on your favourite category pages.

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ARE THERE EXCESS CHARGES ON ITEMS FROM INTERNATIONAL SELLERS?

If you are an overseas buyer you may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be covered by you; we have no control over these charges and can’t predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from a seller at OFFERS BARGAINS Marketplace, you are considered the importer of the item and must comply with all laws and regulations of the country in which you are receiving the goods.

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FEEDBACK

HOW DO I LEAVE FEEDBACK FOR AN ITEM I RECENTLY BOUGHT?

Once your item has been shipped a ‘Feedback required’ prompt will show up in the My Marketplace Dashboard area. Click through to leave either positive, neutral or negative feedback for the seller plus a comment. If you have a question for the seller please do not leave it in the feedback section, send them a message by clicking on the envelope icon on their store front or on any of their items for sale.

If feedback left is unjust or left incorrectly we may remove it without further contact.

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CAN I CHANGE MY FEEDBACK?

If you have left feedback incorrectly, or a seller has rectified a problem, you can change your feedback once. You can change it by viewing the order details page or by visiting My Marketplace > Feedback. Click on ‘reconsidered’ and change your feedback there.

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REFUNDS & RETURNS

RETURNS:

You may cancel an order from your account before it is shipped. Please note that if the item is made-to-measure you may only be able to cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.

If you receive an item and wish to return it for any reason you must inform the Seller in writing:

  • Within 14 days of receiving the item.
  • You may use the withdrawl form to let the Seller know if you wish to cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2015.
  • Within 28 days if the item becomes faulty.

The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (PayPal or credit/debit card)

Return postage is your responsibility unless the item is incorrect or faulty, in which case the Seller will refund the return postage.If you cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges that you have paid to receive your purchase will be included as part of your refund.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

The items you return must be unworn and in their original condition save for your right to inspect the goods and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to the Seller undamaged. If you have any further questions on returns, refunds or cancellations please contact the Seller.

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