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Help and FAQ

1. Placing an order
How do I log in to my Bexley client loyalty account?
How do I place an order?
What size should I choose?
If I select two different models, can I still benefit from a reduced price for the set offer?

2. Payment
How much is shipping?
How can I pay for my order?
My credit card payment was declined while I was trying to complete an order. What can I do?
I am being asked for a personal identification code or for other information while making a debit or credit card payment

3. Delivery
When can I expect my order?
How can I track my delivery?

4. Exchanges and returns
How do I exchange an item that I purchased from you?
I am unable to select the product that I want to exchange my items for. What can I do?
How can I return an item and receive a refund?
I would like to receive a credit note rather than a refund

5. Bexley Benefits
When will I receive my loyalty cheque?
How can I use my loyalty cheque?
I have lost a loyalty cheque. What can I do?
How do I sponsor a friend?
Can I be notified when an item become available?
How can I make changes to my invoice?

 

How do I log into my Bexley client loyalty account?

You will need an email address and password in order to log in to your Bexley client loyalty account. To log in, click the 'Login' link at the top right of the page.

You are a Bexley client and have forgotten your password
If you previously created a password but have forgotten it, please click on the 'Retrieve my password' link at the top right of your screen. Your password will be sent to you via an automatically generated email.

You are a Bexley client but have not yet created a password
If you have previously purchased items from our physical shops but this is your first time on www.bexley.com, we invite you to create a password by clicking on 'Retrieve my password' (at the top right of your screen). This will allow you to log in to your client account and start taking advantage of our client loyalty benefits. You will receive an automatically generated email that will allow you to set a new password.

If you receive a message saying Your email address is not registered with Bexley, please contact your nearest Bexley shop in order to add your email address to your client account (we require your email address in order to send you your client loyalty cheques, to let you know about private and end of season sale, etc.). Once your email address is registered, you can create a password by clicking on the 'Retrieve my password' link (at the top right of your screen).

You are new to Bexley
If this is your first time shopping with Bexley and you would like to register with us, simply complete your order by selecting your articles and delivery country. Once your order is confirmed, a new client account will be created for you. You will be asked to input your contact details and to choose a password. You will then be able to proceed to the payment of your order.

 

How do I place an order?

To add an item to your basket, click on the product thumbnail on our product page; select the colour, size and quantity desired; then click 'Order'. The item will automatically be added to your basket (under 'My basket').

To continue shopping, simply repeat this process within our different departments: Dress Shoes, Casual Shoes, Shirts, Polos, Pullovers, TrousersBelts and Leather Items, Socks and Boxers, Accessories, etc.

To complete your order, please select your country of delivery. The total cost of your order (including any shipping costs) will automatically be displayed. You can then click on 'Confirm my order' and input your contact details and preferred payment method.

 

What size should I choose?

Please refer to our Sizing Guide. You will find sizing information for all of our different product lines: shoes, shirts, polos, pullovers, belts, gloves, etc.

Please note: you can also see all the products that are available in a given size by selecting your size in our product search engine, located on the left of each of our individual product pages.

 

If I select two different models, can I still benefit from a reduced price for the set offer?

We offer reduced prices for multiple purchases regardless of the product that you select. You can absolutely choose two different models of shoe if you wish.

For example: you can order one pair of Wembley Classic Black mocassins and a pair of Bellagio oxfords in Chestnut, and benefit from our reduced price of 238€ for two pairs of shoes.

The same principle applies to our clothing lines (shirts, pullovers, polos, trousers and all of our accessories including socks, belts, shoetrees, brushes, etc.). A wide variety of colours, sizes and models are available to choose from. We invite you to make the most of it!

 

 

How much is shipping?

The cost of shipping will depend on the weight of the item you have ordered as well as on the country of delivery. We therefore invite you to add the products that you would like to purchase to your basket, then click on the 'My Basket' icon and select your delivery country.

Depending upon the carrier you select, the total cost of shipping will then be displayed and will be added to the total cost of your order. A tax refund will automatically be applied for items shipped to outside of the European Union.

We are delighted to offer you free shipping for orders of 99€ and above, as well as for any deliveries to France, Belgium, Spain and Luxemberg with our partner carrier Mondial Relay.

Please note: for orders shipped outside of the European Union, customs fees may apply. Your carrier may require you to pay customs fees and/or administrative fees related to handling and customs clearance. Unfortunately, these fees are established by national customs offices and we cannot be held responsible for these costs. We strongly suggest that you contact your national customs office to establish what taxes may be payable on your order.

 

How can I pay for my order?

Once you have confirmed your order and provided your contact details, you will have several different options with which to complete your payment:

By credit card: all credit card payments take place directly online on our fully secure website. Only you and your bank will have access to your full banking details.

By bank transfer: you will receive our banking details by email once you have confirmed your order. Please include your name, the date you placed your order and your customer identification number as references when completing the bank transfer. Your order will be prepared and shipped to you once we receive and reconcile your payment.

 

My credit card payment was declined while I was trying to complete an order. What can I do?

Once you have selected the 'Payment by credit card' option for your purchase, you will be redirected to our bank and its online card payment interface. You will be asked to provide your credit card's long number, its expiry date and the three-digit security code on the back of the card. Once you have submitted this information, our bank will contact yours in order to authorise the payment.

If a message such as 'Your payment has been declined. Your banking institution has not authorised your payment.' is displayed, please contact your bank directly to establish why your payment was refused and what steps you need to take to complete your order with us.

 

 

I am being asked for a personal identification code or for other information while making a debit or credit card payment

All payments made by debit or credit card on our site, www.bexley.com, are subject to a 3D Secure scheme. This is an additional security system to prevent card fraud and protect you while you make your purchase.

When you make a payment on our site, a window will open asking you to enter your 3D Secure code. This is a code that you establish with your banking institution directly. Its format will vary depending upon whom you bank with. It may consist of personal information such as your date of birth, or of a code that you receive on your mobile. You will need to follow the instructions provided in order for your transaction to be approved and for your order with us to be confirmed. If you have any questions relating to this verification process, please contact your bank directly.

 

When can I expect my order?

Please see our Delivery Times page for details.

 

How can I track my delivery?

You will receive an email containing an order tracking number as soon as we have dispatched your order. This tracking number will allow you to check on the progress of your delivery.

If your order is being delivered to a parcel service point, we will inform you by text message when your delivery has been dropped off. You will need to register your mobile phone number in order to take advantage of this service.

 

How do I exchange an item that I purchased from you?

If you purchased the item from one of our shops
You can only exchange the item in one of our physical shops.

If you purchased the item from our website
You can exchange the item in one of our shops, except for end of season sale and products sold exclusively on our website.

You can also return your item by mail for an exchange or a refund. The item must be unworn and in its original packaging. To request a refund, you must first log in to your client loyalty account and request the return by clicking on the 'Returns' tab. Once your returns request has been logged, you will receive an email outlining the full procedure to follow.

You are responsible for the cost of shipping the return item back to us. Bexley will bear the cost of shipping you your new item. We strongly suggest that you send us your return item via registered post so you are able to track the delivery.

Please note: exchanges take slightly longer to process than orders. We will inform you via email as soon as your exchange or refund is processed. All exchanges are subject to products' availability.

 

I am unable to select the product that I want to exchange my item for. What can I do?

1- First, in the returns section of our website, please ensure that you have indicated the correct number of items to be returned.
2- Then select the 'Exchange' box and tell us why you are returning the item via the drop down menu provided.
3- Next, select the menu titled 'Add a product'. Choose the name of the product you would like to order. A new window with the details of the product will open. Please select the colour and size that you require, then confirm the order.

If the window does not appear, please ensure that your pop-up blocker is disabled and try again.

To confirm the exchange of your items, please click on 'Confirm return'. Once you have submitted your request for an exchange, you will receive an email confirming the return. It will include the address to which you must ship the original item.

 

How can I return an item and receive a refund?

Only items purchased on our website are eligible for a refund. The refund process is the same as that for an exchange.

 - If you paid for your order with a credit card, we will refund the value of the order directly onto the card you used for your purchase.

- If you paid by bank transfer, we will refund you via the same payment method.

Please note: if you paid a discounted price for multiple purchases, and that this offer is no longer valid at the time you request your refund, you will be refunded the items' normal price rather than their multiple-purchase price.

Example: If you purchase two pairs of shoes at a discounted multiple-purchase price of 238€ and request a refund for only one pair, the discounted price may no longer apply. You will therefore be reimbursed 238€ (the group price for both pairs) minus 139€ (the individual price of each pair)= 99€.

 

I would like to receive a credit note rather than a refund

You have the option of receiving a credit note rather than a refund for any items that you wish to return. Please note that only items purchased online are eligible for a credit note. The procedure for requesting a credit note is the same as that for requesting a refund.

Once your return has been processed by our customer service team, your credit note will appear in the basket of your client loyalty account. You will receive an email alert confirming that your account has been credited. Your credit note will then be available to use for your next online purchase.

A credit note allows you to retain the loyalty benefits of your previous transaction. These include credit towards client loyalty cheques and discounted prices for mutiple purchases, among others.

Example: If you purchase two pairs of shoes at the multiple purchase price of 238€, then return one of the pairs and request a credit note, you will receive 119€ of credit (half of the the total multiple purchase price) rather than the 99€ you would receive for a refund.

Using your credit note: your credit note will appear directly in the basket of your client loyalty account. All you need to do is click on the 'Use' link across from where the credit is displayed. This credit can be used in conjuction with all of our offers: reduced prices for multiple purchases, discounts on volume, loyalty cheques... There is no time limit on the validity of our credit notes. They can also be used during sales.

 

When will I receive my loyalty cheque?

When you make 200€ of purchases (including taxes but excluding shipping costs) in any of our shops and/or online, Bexley will send you a loyalty cheque for a sum equivalent to 5% of your total spent with us. Our cheques are sent via email at the start of each calendar month.

Please note: as of the 1st of January 2010, you will need to provide us with your email address in order to benefit from your exclusive loyalty account advantages (loyalty cheques, invitations to private sales, etc.). If you have not yet registered your email address, don't worry, you will not lose your accumulated benefits. Simply register your email with us by logging into your client loyalty account online.

 

How can I use my loyalty cheque?

You can use your loyalty cheque:
- Directly in one of our shops, by printing the cheque or having it handy on your smartphone and presenting it to our sales team when completing your purchase; or
- When ordering online.

Please note that each loyalty cheque can only be used to pay for purchases exceeding 100€ in value (including taxes but excluding shipping costs). Each cheque is valid for up to two years and can be used only once.

To redeem your loyalty cheque when ordering online, simply log in to your client loyalty account and select the items you wish to purchase. Your loyalty cheque will be automatically dislayed in your shopping basket under the heading 'Your loyalty discount', followed by the amount. To apply the cheque to your purchase, click on the 'Use' icon opposite 'Your loyalty discount'. Your loyalty discount will then be automatically deducted from the total value of your order.

Please note: loyalty cheques can only be used for new orders and cannot be applied to an order that was previously placed. We regret that you cannot use multiple cheques for the same purchase.

 

I have lost a loyalty cheque. What can I do?

If you have lost or deleted a loyalty cheque, you can still access the equivalent discount via your client loyalty account. Simply log into your account with your email and password and click on 'My orders'. The amount and an online code for your loyalty cheque will be displayed on the orders page.

To redeem your cheque in one of our physical shops, please print it out or have it to hand on your smartphone when you make a purchase.

 

How do I sponsor a friend?

To sponsor a friend, please log in to your client loyalty account and go to the 'Sponsoring' page. From there, you will be able to send your friend an email directly from the website inviting them to be sponsored by you.

The person whom you are sponsoring will need complete their order by clicking on the link provided in the email. Once they have placed their order, they will receive a complimentary shoe polishing glove as a gift.

Every time someone that you have sponsored places their first order with us, you will receive an 8€ voucher. This will be displayed and be available to redeem from the basket of your client loyalty account.

 

Are Bexley products in stock?

If you are able to add an item to your shopping basket, it should be in stock. If an article is temporarily unavailable, you will not be able to add it to your basket. If you wish, you can set up an email alert that will let you know as soon as the product is back in stock.

Please note: we will not receive any additional stock for end of season sale models. You will unfortunately not be able to set up an email alert for these items.

 

How can I make changes to my invoice?

You can make amend your invoice by logging into your client loyalty account and clicking on the 'My orders' tab. You will then have the option to edit the invoice for your order.

 

Online since 1996Yet 684 609 satisfied customers

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