My Account

I've got an account but can't remember my password. What do I do next?

Our system does not store your password information, if you cannot remember your password click on ‘Forgot My Password” link and system will send a new password to you automatically. After you logged in with that password you can change it to something you will remember.

Using an Offer Code

The offer code I have is not working, what do I do?

Check if the code is still valid and remember that you can use only one promotional code per transaction. If you still have a problem e-mail our customer service on customerservice@bluw.com with the code and we will do what we can for you.

Placing an order

Is there other way to buy Bluw products?

Yes, we do have retailers who resell our products but unfortunately they don’t have the whole range of products which is presented on our website.

Payments

Have the order been placed?

In order to check if your payment went through and your order has been placed please go to your Account page which will display history of the order and have enquiry form if you wish one of our team member to confirm that order has been placed.

Delivery

How is order delivered?

The delivery options for your order are dependent upon the size, weight & value of the order and where you live. When shopping online, you will be given a range of options from which to choose. For full details on our delivery services, including our Next Day Delivery, click here.

What if some of the items ordered are not in stock - when is my parcel sent?

Parcels are only sent out once all the items are in stock. If you do require the items which are in stock then you will need to pay for an extra delivery charge. You can do this by emailing customer support authorizing us to do that: customerservice@bluw.com.

What does 'Next Day Delivery' mean? Do I get my parcel next day?

'Next Day Delivery' is the name of the 1-2 working day delivery service provided by our courier. Currently 90% of these orders do arrive the next working day, but on the odd occasion, it can take an extra day.

My country is not listed in the website checkout - what countries do you deliver to?

Much as we'd like to, there are certain countries we do not deliver to yet, as the delivery charges are simply too high or the delivery service is unreliable or unavailable. We are constantly reviewing these charges and adding new countries to our list. Contact our customerservice@bluw.com and they will try to find out for you if there are any suppliers of our products in your country or delivering to your country.

Can the website give us an estimated date of arrival ETA on out of stock items?

No, but our customer team will be able to help you out. So, please e-mail them at customerservice@bluw.com

Tracking

How can I track my order?

Once your order has been dispatched from our warehouse, you will be sent a dispatch confirmation email with details of your order.If your order is sent through UPS then you will receive an e-mail when your order has been dispatched and a tracking number in order for you to track your parcel on UPS website. If your order has been dispatched by Royal Mail (and this will be stated on your dispatch confirmation email), your order cannot be tracked. Please allow 5 working days (10 working days for International Customers) before contacting us.

I haven't received my order - what happens next?

If you have not received your order please contact customer support team via e-mail: customersupport@bluw.com.

Returns

The goods purchased are faulty or damaged then…

Our apologies if you have received an item that is damaged or faulty. Contact our customer service team on email: customerservice@bluw.com, they will provide you with authorization code for you to put on the parcel. Then send the parcel back to us within 30 days of purchase and as soon as we will receive it we will refund the items price and delivery costs back to your card. Click here for full details of our Returns Policy.

Christmas returns policy

We have an extended returns policy for the Christmas period, so you can buy all your presents before the Christmas rush. Goods purchased from the 15th October 2007 can be returned up until the end of January 2008.

How to return unwanted item

UNWANTED GOODS have to be returned within 30 days. As soon as we receive it, we will refund your card. Please note however, that delivery charges for unwanted items will not be refunded nor will delivery costs for the return of unwanted items. Click here for full details of our Returns Policy.

Received the wrong item?

If we have inadvertently sent you the wrong item, our apologies for any inconvenience this may cause. Please email us at customerservice@bluw.com regarding the return of the wrong item and dispatch of the correct one.

Technical

There is something wrong with a page(s) on the website

Feel free to send us an email at customerservice@bluw.com.

Contact

See Contact us page.

Feedback

We are always looking at ways to make the site better, so if you have any ideas, we would love to hear them: Feedback Form

If you still cannot find the answer to your question please contact our customerservice@bluw.com