Frequently Asked Questions

 

1. To place an order
How to connect myself on Bexley loyalty area?
How to place my order ?
Which size to choose?
If I order two different styles, can I benefit from the set discount?

2. Payment
What are the shipping costs?
When I placed my order online my payment by credit card has been refused, what can I do?
When I pay by credit card, I have to give a personal code or other information, why?

3. Delivery
What is the delivery time?
How to track my parcel?

4. Return
How to make an exchange?
I can't select the style I want for exchange, how to do it?
How to be refund?
I'd rather receive a credit note than a refund

5. Bexley Benefits
When will I receive my loyalty certificate?
How to use my loyalty certificate?
I lost my loyalty certificate, what should I do?
How to sponsor a friend?
How to be warned of the availability of an item?
How to print my invoice?

 


How to sign in Bexley loyalty area ?

You absolutely need an email address and password to sign in Bexley loyalty area. Click on Sign in at the top right of your screen.

• You are a Bexley customer and have forgotten your password
If you have already created your password but you forgot it, you can click on the link Receive my password, when trying to sign in at the top right of your screen. Your password will be sent automatically by email.

• You are a Bexley customer and don't have a password 
You are a customer from our stores and you are ordering on our website for the first time. To sign in your customer account and accumulate loyalty advantages, we invite you to create your password by clicking on the link Receive my password at the top right of your screen. You will be able to create it by clicking on the email which will be automatically sent to you.

In case you get the message Your email address is not registered at Bexley, we invite you to contact your Bexley store to ask for the registration of your email address in your customer account (your email address is essential for us to send your loyalty cheque to you and invite you to private sales, end-of-sales...). Following to your email address registration, you can create your password by clicking on the link Receive my password at the top right of your screen.

•You are a new Bexley customer
We request you to place your order, selecting your items and the delivery country. As soon as you validate your order, we will ask you to identify yourself as a new customer and give us your personal details (name, address, phone number...). We will also invite you to create a password for your next orders. Then you could make the payment of your order. 

 


How to place my order ?

To add an item at your cart, please click on the photo of the product inside of the range and then choose the colour, size and quantity. Afterwards, click on « Order ». The products you've selected will automatically be added to « My cart ».
To continue shopping, please repeat this process by discovering our different products and ranges: Dress Shoes, Casual Shoes, Shirts, Polos, Pullovers, Belts & Socks, Accessories, etc.

If you want to validate your order, you have to select the delivery country. The total amount of your order will appear automatically, includind the shipping fees. Then you could click on « Validate my order ». Your personal details: name, address, phone number... and the way of payment will be asked.

 


Which size to choose ?

We invite you to read our section "Choose you size". You will find further information about the siz of our differents types of products: shoes, shirts, polos, pulls, belts, gloves, etc.
N.B: To find all our styles in one specific size in one range, you can use the tool « Choose your size» . You will find this tool at the top of each page range.

 


If I order two different styles, can I benefit from the set discount?

Bexley set discounts are valid whatever the styles you choose. You can, if you want, choose two different styles of shoes.
For instance: You can order a pair of black Wembley Classic Loafer and a pair of chestnut Bellagio Oxford Shoe, and so take advantage of our offer of two pairs for 209€ (with VAT and excluding sales period). It's the same for all our ranges of products: shirts, polos, pulls, socks, belts, shoe trees, brushes... You can mix colours and styles, so seize the opportunity !

To find all of our set discounts and combined price, click here.

 


What are the shipping costs ?

The amount of the shipping costs depends on the weight of the parcel, the delivery country, the type of shipment you choose. We invite you to select the items you want and then in the heading « My cart » to choose the country of delivery. The amount of the shipping costs will appear automatically as well as the total amount of your order.
N.B: The tax refund is done automatically for the countries out of the European Union.

Afterwards, you could validate your order.
Warning : For the orders delivered out of the European Union, you might have to pay some customs duties . Unfortunately, these taxes depend only on the delivery country customs and Bexley can't take them in charge. That's why we suggest you to call your customs office to know the amount of these taxes.

 


When I placed my order online my payment by credit card has been refused, what can I do ?

When you choose the way of payment “Credit Card” to pay your order, you are connected to our bank website and its payment online interface. Once you have indicated your credit card number, the expiry date and the card security code and then submitted your demand, our bank will ask yours its authorization. If a message like « Your payment has been refused by your bank. Sorry, we can't complete your transaction » appears, we invite you to contact directly your own bank to know the motive of this refusal and the process to follow to place a new order.

 


When I pay by credit card, I have to give a personal code or other information, why?

Banking-houses have put in new security systems since October 2008 to be sure that the customer who is placing an order online is the real credit card holder. These verification processes add a step to the usual online payment. Moreover, each bank has its own process. For example, you can have a succession of questions: date of birth, your mother maiden name, etc. or you can have to put a personal code given by your bank, etc.

It’s necessary to follow strictly all the instructions given so that the bank transaction can succeed and your order can be handled. This process seems to be restrictive but assure you an absolute security during your online purchases. If you have some questions concerning this check process, we invite you to join your bank.

 


What is the delivery time ?

Concerning the delivery time, it depends on the conveyor you have chosen and the delivery country. For further information, read our page Delivery Time.

 


How to track my parcel ?

As soon as the parcel will be shipped, an email will be sent with the tracking number. With this number you could follow your order in real time on the web until the delivery.

 


How to make an exchange?

• If the purchase has been done in our stores
The exchange will be done only in one of our stores.

•If the purchase has been done online
You can make the exchange directly in one of our stores except for the Clearance and the products exclusively available online and all other exceptional online offer.
You can also send the item back to make an exchange or a refund. To make an exchange, only if the items has not been worn and are in their original package, first you have ton connect you at your loyalty area, go in the "Return" section and fill the online demand. As soon as your demand of return will be validated, you will receive all the instructions by email.

The shipping costs are supporting by you. Only the sending of the new parcel is in charge of Bexley.

NB : The handling of the returns are lightly longer than for the orders. As soon as the exchange or the refund will be done, you will be informed by email. The exchanges are done according to the availability of the products.

 


I can't select the style I want for exchange, how to do it?

1/ First, check you've mentioned the quantity to return beside the style you send back.
2/ Then, you tick off « Exchange » and select the motive with the drop-down menu.
3/ Afterwards, drop down the menu « Add a product ». Choose the name of the style you wish. A pop-up will open up with the designation of the product, then you could choose the colour and the size you want and validate it.
If no pop-up appears, your computer might stop the pop-up. If it is the case, a message at the top of your web page will warn you about it. You could repeat the operation n°3 again.

To validate your return, then click on « Confirm your demand of return ». As soon as your demand is accepted by us, an email with the address to send back your parcel and your authorization number will be sent.

 


How to be refund of an item ?

An item could be refund only if it has been bought on our website. In this case, the process is the same as for an exchange.
In the case of a payment by credit card, the refund will be directly done on the credit card used for the purchase. If you have paid by bank transfer, the refund will be done with the same way of payment.

Warning : If the set discount isn't valid anymore, it will be ignored for the refund.
For instance : For a purchase of two pairs of shoes for 209€. If only one pair of shoes is sent back for a refund, the set discount won't be valid anymore. The refund will be of 209€ (price for two pairs) - 129€ (unit price) = 80€.

 


I'd rather receive a credit note than a refund

When you fill your return form, you can ask to receive a credit note for the item(s) you want to send back. You can have a credit note only for items bought online and sent back. In this case, the process is the same as for an exchange.
After the handling of your return by our teams, your credit note will be available in your cart in your loyalty area and you will also be warned by email.

This credit note would be valid for your next order online. Contrary to the refund, to ask a credit note allow you to keep the Bexley benefits you got for your order: set discounts, compiled purchases ...

For instance: For a purchase of two pairs of shoes at 209 €, if only one pair is sent back for a credit note, the amount of your credit note will be 104.50 € (set discount unit price), instead of 80€ for a refund.

Use of the credit note: Your credit note will be available in your cart in your loyalty area. You just have to click on the link “Use” at the end of the line “Credit Note”. The amount of this credit note will be automatically set off against your order. This credit note can be compiled with all our offers: set discounts, discount on volume, loyalty discount... Moreover, there isn’t a deadline and it can also be used during sales.

 


When will I receive my loyalty certificate?

From 300€ of purchases in our stores or online (without shipping costs), you will benefit from a loyalty certificate of 5% of total amount of your purchases. This loyalty certificate is sent by email at the begininning of the month.

Please note that, from the 1st of January 2010, you will have to give us your email address to take advantage of your loyalty discounts. Do not worry, you will not loose your previous purchase amounts. Now, you will just need to connect you at your loyalty area to see all your certificates.

 


How to use my loyalty certificate ?

You can use your loyalty certificate either in our stores printing it and giving it to your salesman during your purchases or directly online.

We remind you that the loyalty certificate is valid from 100€ of purchases (without shipping costs) and only once.
To benefit from your loyalty certificate for your order online, you have to connect yourself on your loyalty area and then choose your items. Your Loyalty Certificate appears automatically in your cart with the heading « Your Loyalty Certificate » followed by the amount. To use it for your current order, click on the link « Use » at the end of the line « Your Loyalty Certificate ». The amount of your loyalty certificate is automatically deduced from the total of your order.
NB: The Loyalty Certificate can’t be used for an order we have already handled.

 


I lost my loyalty certificate, what should I do?

If you don't have your loyalty certificate anymore, you can find your code reduction on your loyalty area. You have to connect yourself on your own loyalty area with your email or id and your password. Then, click on the heading « My orders » and you will see your loyalty certificate : code and amount.
To use it in one of our stores, you have to print the page and to give it to the salesman to take advantage of your discount. Without this document, the discount can't unfortunately be done.

 


How to sponsor a friend ?

To sponsor a friend, we invit you to connect yourself on your loyalty area and go to the heading « Sponsor ». You could send an email to this friend by our website offering him the partnership.
Your godchild should click on the link in the email and place his order only from this link so that the partnership is valid. He will automatically receive a polihing mitt as a present in his order. For each first order of your godchildren, you will receive a voucher of 8€ directly available on your personal loyalty area.

 


Are Bexley Products in stock?

Yes, if you can add a product to your cart, it means that product is available (99% of cases). If a product is temporarily out of stock, you will not be able to add it to your cart. In this case you can suscribe to a stock alert to be informed as soon as the product will return to stock. 

Warning: For the clearance, we are not restocked. So, if you do not find your size in the colour you want, you cannot sunscribe to stock alert.

 


How to print my invoice ?

You can print your invoice directly connecting yourself on your own loyalty area. As soon as you will be connected, go on the heading « Orders » and click on the order you want to have an invoice.

 

Yet 433 850 Satisfied Customers- Online since 1996 -