Frequently Asked Questions

Shopping Online

What is available to buy online?

We currently offer an extensive range from the following departments online: Womens, Mens, Kids, Home, Wedding

How do I pay for my order?

You can pay by BHS MasterCard, Visa credit, UK Visa debit, UK Visa Electron, Maestro, MasterCard, American Express and PayPal.

Your credit / debit card will be charged when you submit your order on the website.

We are unable to accept payment from store cards part of the Seven Network, including Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, Topman, Topshop and Wallis.

You can pay with Sterling Bhs Gift Cards online. Unfortunately, we are unable to accept Gift Cards in other currencies at present.

Please select the Gift Card option at the checkout and enter the 16-digit card number.

The full balance will be taken off the card before any other payment method will be used. You can use up to 5 Gift Cards per transaction.

Please ensure to retain your Gift Card(s) after placing your order, in case any items are sent back to us for a refund, as all refunds will be processed on to the Gift Card before any other payment method.

Unfortunately Gift Cards currently cannot be used on orders containing Menswear and Items from other departments. These will need to be completed as separate orders.

Will I receive loyalty points by shopping online?

When using your BHS MasterCard online you will receive loyalty points. The Choice Card cannot be used online; therefore Choice loyalty points cannot be awarded.

How many points do I earn on my shopping?

When you use your BHS MasterCard online at bhs.co.uk you will receive 5 points for every £1 you spend.

How can I obtain VAT tax invoices?

Please call our Customer Services Team on 0844 411 6000.

Can I call in and place an order over the telephone?

Currently, we do not provide this service.

How do I get a copy of my online invoice?

A link to this is provided in the order confirmation email sent to you after the order is placed. Alternatively please call our Customer Services Team on 0844 411 6000.

VAT rate

Prices for products and services which are subject to VAT will be charged at the prevailing rate - currently 20%

Can I make changes to my order?

Unfortunately at this time it is not possible to make changes to orders online after they have been submitted.

If you want to change your mind after the order has been submitted please telephone the dedicated helpline number 0844 411 6000

If however your order has entered our dispatching process we will not be able to make any changes. In these circumstances you may return your goods

Can I apply for Interest Free Credit?

We are sorry but we cannot offer Interest Free Credit as a payment option for online purchases. However you can visit one of our BHS Home Stores where you can apply for credit.

Click & Collect

What is Click & Collect?

Click & Collect is a service where you can order online on BHS.co.uk and have it delivered to a participating BHS store for store collection when it is convenient for you.

Which stores are offering the Click & Collect service?

All BHS stores in Great Britain are offering this service now.

How do I place an order to be collected in store?
  1. Add your item to your shopping basket as normal.
  2. At the checkout, select 'your preferred BHS store' and choose a store from the dropdown list. (N.B. The majority of items are available for Order & Collect in store. If you have selected item(s) which are not available then this option will not be shown in the checkout page.)
  3. Enter your details and complete the secure online payment.
  4. Bring your printed order confirmation page to the store you have chosen to collect the delivery from. Usually collections are made from the Customer Services area of the store. Alternatively, you can ask a member of our team to help you with your order.
  5. In order to make your collection, you will need a note of the order number and one of the following forms of ID: driving licence, passport, pass card and a proof of address. This is required to ensure that all items are supplied to the correct person and in the case of age-restricted items such as alcohol and knives that we comply with the law.
How much does the Click & Collect in store service cost?

The cost for this service is FREE (applies to deliveries sent to stores only).

When do you charge me for my Click & Collect in store order?

Payment will be taken when your order is placed. No payment for your order placed online will be taken in the store.

When can I collect my order?

We will aim to get your order sent to the store within 7 days - or earlier if at all possible. Most stores we deliver to twice a week however in some cases it can take a little longer. We minimise our deliveries to store where necessary to help save cost and the environment. If after 10 days following notification to you your order has not been collected and you cannot be contacted we reserve the right to return it to our warehouse or make the products available in store for other customers and you will be refunded the value of the items.

Where do I go in store to collect my order?

Your order will be available for collection usually from the Customer Service area of the store. Alternatively, you can ask a member of our team to help you with your order.

Do I need to bring any form of identification with me when I collect my order?

Yes, please bring a copy of the order confirmation page into store together with a suitable form of ID with photo e.g. driving licence, passport or pass card, and proof of your home address. This is required to ensure that all items are supplied to the correct person and in the case of age-restricted items such as alcohol and knives, that we comply with the law.

For security if you are unable to collect the parcel, the person collecting will need to supply the order number, provide identification, and sign for the parcel.

Delivery Service & Cost

What areas do you deliver to?

Delivery can only be made to UK addresses excluding P.O. Boxes. Unfortunately at this time we cannot take orders for delivery to British Forces Post Offices (BFPO), The Channel Islands (GY and JE), International addresses and the Republic of Ireland. Only exception is store pick up from our store in St. Helier/Jersey.

We reserve the right to change the areas to which we deliver without notice.

What is the cost of delivery?

The delivery cost will be displayed on the order page before payment is requested.

Delivery Option Price
Standard FREE on all orders over £10
Express £5.95 on all orders
Standard Furniture Mainland UK - £35
Republic of Ireland - £80
Certain Postcodes - £45
Price will be confirmed when you enter your postcode at checkout
Order online & Collect in Store FREE
When will I receive my order?

Please note express delivery orders on Saturday 24th, Sunday 25th and then up until 2pm on Monday 26th August will be shipped for delivery Tuesday 27th August.  

Delivery Option Timings
Standard Delivery within 4 working days after date of order being placed on the website. Working days are Monday-Friday 8am-7pm inclusive, excluding Saturday, Sunday and Bank holidays. However, during busy times such as holiday season our courier might attempt to deliver to you on Saturdays
Express

Delivery within 1-2 working days. For next working day delivery, you must place your order before 4pm Monday - Friday. If placed after 4pm or before 12pm on Sunday, delivery will be on the on the second working day.

Express delivery Items over 120cm in length will need to be delivered by our specialist courier service, which may result in a slight delay in the arrival of your order.

Order Online & Collect in Store We will aim to get your order sent to the store within 7 days - or earlier if at all possible. Most stores we deliver to twice a week however in some cases it can take a little longer.

Time frames are not guaranteed and are subject to availability. Some furniture items may take longer and you will be notified when placing the order. In addition the following post codes have extended delivery lead times:

AB, DD8-11, KW15-17, ZE1-99, PA20-23, 25-32, 34-35, 37, 39-40, PH50, HS9-99, PA41-49, PA60, PA61-75, 77, 78, PA76, PH41(2), 42, 43, 44, PH19-26, 30-41, KW1-3, 5-14, HS1-8, IV40-53, 54, 55, 56, KA27,28, IV1-20, 25, 30-32, 36, IV21-23, IV26-27, IV40-56, IM1-99, TR21-25, BT1-99

What happens if I am not at home?

In order to make sure you receive your goods as soon as possible, if you are not at home when we try to deliver we might leave your parcel with one of your neighbours. If we do this we will leave a card stating where the parcel has been left. Please note that any deliveries containing age restricted products (e.g. alcohol or knives) must be delivered to the credit/debit card holder's address and have to be signed for by an adult.

In case we can not reach you or your neighbours to receive your parcel we will leave a card in your letterbox to notify you that we tried to deliver your parcel. Please follow the instructions on the card to schedule a delivery day. A second delivery attempt will be made the next working day or you can contact our depot to schedule a delivery day. You will find the contact details on the notification card.

Returns & Refunds

What is the refund policy?

We guarantee to refund any item you are not completely happy with when you return it to us within 28 days of purchase.

Refunds will be credited to your original method of payment and will be processed within seven days of receipt of the goods at BHS Premises. This means the credit to a payment card may take up to ten working days from receipt of goods.

For Furniture returns this must be coordinated by the Furniture after sales team. They can be contacted direct on 0844 411 6000

Please note the following brands can not be returned to store and can only be returned to the web; Wallis, Burton, Lotus, Cutie, Voulez Vous, Prodigy Red, Jasmine, Sodamix & Izabel

Wedding items can only be returned to a Bhs Wedding stockist store.

Refunds are subject to goods being returned in saleable condition or in the event of faulty goods - subject to inspection and agreement of BHS.

For hygiene reasons we cannot exchange or refund: duvets, pillows, personal grooming products, food and drink items, toiletries or jewellery unless they are defective.

Please pack your product carefully, preferably in the original box with the original packaging. If this is not possible, please pack to equivalent standards to ensure the safe transit of the goods and take the parcel to your local post office ensuring you obtain proof of posting for each parcel returned.

Please be aware, if you are returning a menswear item then you will need to fill out a separate return form. This will mean that if you are returning one or more items from menswear, and then one or more items from another department, that you will be required to fill out two return forms.

 

Can I return goods to a BHS Store?

Yes, for your convenience, you can go to your nearest BHS store with your returns within 28 days of receipt. Please ensure that you take your invoice with you as your proof of purchase (this is not the packing list enclosed in the parcel).

You can download your invoice in PDF format from the email confirming your order. If you cannot find your invoice please call our Customer Service department on 0844 411 6000 to obtain a copy before you go to the store to return your purchase.

Any items from the wedding collection (and concession brand collections) which have been paid for on our website, can only be returned using the freepost labels provided or an arrange courier collection. Stores will be unable to refund these items for you.

If you are returning goods because they are faulty we will refund the delivery charge but only if you have your invoice with you. If you do not have your invoice with you we will not refund the delivery charge and your refund will be made in the form of credit vouchers that can only be redeemed in a BHS store against a future purchase. In this case the value of the refund will be the current resale price of the goods being returned even if you actually paid a higher price.

Can I return goods to you by courier?

To return your purchase using our courier service -please log onto www.myhermes.co.uk/returns/bhs. All Wedding and Bridesmaid dresses should be returned via courier due to their delicate and bulky nature.

You will need to create an account and then fill in all required fields online in order to book your courier collection. This service is free with collections available Monday - Friday. Our courier Hermes - will collect your parcel on the agreed date between 8am and 7pm.

If you will not be in that day you can arrange for collection from an alternative address, or you can leave the parcel in a safe location for the courier to collect at your own risk. You must specify the safe location at time of arranging the collection online.

In order to track your return back to us - you can log into your myHermes account and follow the progress of your parcel back to our returns centre. Your refund will be issued within 10 working days from collection - please allow an additional 2-3 working days for the payment to show on your card.

Can I return goods by post?

If you wish to return any products purchased on our website, you can use our online returns centre within 28 days of receipt. All Wedding and Bridesmaid dresses should not be returned via post, due to their delicate and bulky nature, but via courier.

N.B There is a 5kg weight restriction per return parcel using this service. If your return parcel is heavier than 5 kg please contact customer services on 0844 411 6000 to arrange a courier collection, see above.

Please note, you will require a printer to produce the paperwork required at home for this service, but if you do not have this, please contact customer services on
0844 411 6000 who can raise a return on your behalf and post the paperwork to you.

Please be aware, if you are returning a menswear item then you will need to fill out a separate return form. This will mean that if you are returning one or more items from menswear, and then one or more items from another department, that you will be required to fill out two return forms.

From the returns centre you can search for any valid orders if you are not registered with us or use your order history view if you are registered to select an order and complete the online form to create your return. Once you have confirmed the items you wish to return and the reason for returning them you will be provided with links to print a returns advice note to include in your parcel and a return label to qualify for free delivery (links to these labels will also be emailed to you if you need to reprint them).

The value of the items to be refunded to you will be clearly highlighted while completing your return and will be the value per item minus any promotion discount that was applied when the product was originally purchased.

On receipt at our warehouse, standard inspection checks will be carried out in conjunction with the reason specified on the return and once approved a refund to the original payment method will be issued. Please allow up to ten working days from receipt for this refund to be made.

If you have any difficulty locating an order for return or have any other queries regarding the service, customer services will be able to assist on 0844 411 6000.

How do I return a furniture item I have purchased online?

Only furniture marked on our Site as "14 Day" or "14 Day Express Goods" can be returned, customer services must be contacted within 7 days of receipt of goods. If you notify us of cancellation outside of the 7 day cooling off period, a refund will only be given in the instance of incorrect, damaged or faulty goods. All other furniture is made to order/bespoke, these orders can be cancelled within 7 days of ordering ONLY.
To arrange for collection of "14 Day" or "14 Day Express Goods" furniture please call the customer services on 0844 411 6000, selecting option 4 for furniture queries.

What if my goods are faulty? Can I return them to you?

If your item is faulty you can return it to us using our returns centre. The process is detailed in the 'online returns centre' section.

We will only offer a refund on the delivery charge if all items are found to be faulty. When returning faulty goods in store, delivery charges are not refundable unless the online invoice showing the delivery charge barcode at the bottom right hand corner is produced.

We will always refund the cost of faulty goods subject to our inspection and agreement when we receive the goods. If we do not agree the goods are faulty we will contact you. Please allow up to 10 working days for a refund to be actioned.

I have a fragile item that needs to be returned. How do I do this?

If this was a single order then please place the item in its original packaging and return it to us via the original delivery method. If however the item was part of a larger order and you no longer have any suitable packaging then please feel free to return it to your nearest BHS Store.

Wedding

How long is this season's wedding collection available in stores and online?

Our Spring/Summer wedding collection is usually in store from January to June every year. Our Autumn/Winter collection is usually in store from September/October to December every year. As certain items have limited availability we cannot guarantee that all lines will be available towards the end of the season - we therefore recommend buying them sooner rather than later.

Gift Cards

Can I purchase Gift Cards online?

Yes these can be purchased online and are dispatched directly to you. Please click here for more information.

I have ordered Gift Cards - when will they arrive?

Please allow up to two working days for gift cards to arrive. Please note that for all purchases over £30.00 a signature will be required.

Can I pay with Gift Cards online?

You can pay with Sterling Bhs Gift Cards online. Unfortunately, we are unable to accept Gift Cards in other currencies at present.

Please select the Gift Card option at the checkout and enter the 16-digit card number.

The full balance will be taken off the card before any other payment method will be used. You can use up to 5 Gift Cards per transaction.

Please ensure to retain your Gift Card(s) after placing your order, in case any items are sent back to us for a refund, as all refunds will be processed on to the Gift Card before any other payment method.

Unfortunately Gift Cards currently cannot be used on orders containing Menswear and Items from other departments. These will need to be completed as separate orders.

Login & Registration

What are the benefits of registration?

Once you have registered we then have a record of all your previous purchases and your account history. This makes sure that next time you visit BHS Online the process is as swift and easy as possible. It also means that we will be able to send you emails to let you know all about upcoming promotions and our new product ranges.

How do I register?

If you have not already registered online then please do so next time you complete your order. The option to register appears on the order confirmation page.

Forgotten my password?

If you are unable to remember your account password, enter your email address in the 'Password Reminder' section and your password will be emailed to you.

What information do we collect?

We ask for your name, telephone number, home address and email address. When a purchase is made on our site, in addition to the above, we also ask for payment method details however we do not store credit or debit card details. We may obtain information about your usage of our Web site to help us develop and improve it further.

What will the data will be used for?

Your data will enable us and our processors to fulfil your order and to notify you about important functionality changes.

If you opt in to receive information from us, the personal information given to us will be used to assist us in providing you with marketing material, including information about special offers, in store events and promotions. We will contact you by email, post or telephone using the contact details given to us.

We comply with the standards, procedures and requirements laid down in the UK Data Protection Act to ensure that the personal information you give us is kept secure and processed fairly and lawfully.

Do you provide my details to any other companies?

We will only forward your mailing details to our brands and associated companies if you have opted in to receive information from third party companies. However, we may share non-personal aggregate statistical data with third parties.

Store Queries

Where is my nearest store?

In order to locate your nearest store please use our Store Finder. Alternatively you can all 0844 411 6000 to obtain the location and opening time of your nearest store.

What are the opening hours?

In order to find the opening time of your nearest store please call 0844 411 6000. Our automated answering service will give you the address and phone number for your nearest BHS store. You then need to call the local store to obtain the opening hours for that store.

Complaint about a store

We are sorry that you may have an issue or complaint with regards service in a store. Please contact our Customer Services department on 0844 411 6000 for further assistance.

Store Queries

Where is my nearest store?

In order to locate your nearest store please use our Store Finder. Alternatively you can all 0844 411 6000 to obtain the location and opening time of your nearest store.

What are the opening hours?

In order to find the opening time of your nearest store please call 0844 411 6000. Our automated answering service will give you the address and phone number for your nearest BHS store. You then need to call the local store to obtain the opening hours for that store.

Complaint about a store

We are sorry that you may have an issue or complaint with regards service in a store. Please contact our Customer Services department on 0844 411 6000 for further assistance.

BHS Cards

Barclaycard Freedom and Bhs Mastercard

All of our Store Cards are administered by Barclaycard. For any queries relating to your card, including paying your balance, changing your address or cancelling your card, please contact Barclaycard on 0844 251 0253.

For security reasons, Barclaycard are unable to accept any queries sent via email.

The BHS Loyalty Card is administered by BHS, all enquiries should be referred to BHS Customer Care on 0844 411 6000.

About BHS

What is your registered company address?

BHS Limited,
Colegrave House,
70 Berners Street London
W1T 3NL
UNITED KINGDOM

What is the company registration number?

Company number: 00229606

What is the company VAT no?

VAT number: 169 0943 36

Contact Us

Got a question that we can't answer? Then please call our Customer Services Contact Centre on 0844 411 6000.

Charity/Sponsorship

BHS supports many charities, and each year has a nominated Charity that stores also support. At present we are raising funds for the Children's Charity. As a result we are unable to support any other causes during this year. If you wish to be considered in the future or require more details please write to BHS Marketing Department, 129 -132 Marylebone Road, London NW1 5QD

Please click here to help us raise £1 million for NSPCC

Responsibilities

At Arcadia Group, we recognise that our responsibilities go beyond providing customers with fantastic fashion that offers excellent quality and great value, sold from inspiring stores and easy-to-use websites.
We are passionate about developing future talent in fashion retailing, bringing through the stars of tomorrow and ensuring a pipeline of skilled employees, for our business and the entire industry.

We are committed to ensuring that customers can buy our products, confident that they have been produced under acceptable conditions.
We embrace the need to make our stores accessible to all.
We strive to give something back - donating to charities both at Group level and on a brand-by-brand basis.

Finally, we endeavour to minimise our impacts on the environment.
In the summer of 2007 we established the Fashion Footprint Group, with a clearly stated purpose to align our social responsibilities with those of our business activities.
Nine separate workstreams have been created to prepare and deliver ethical and environmental policies for the Arcadia Group, which are consistent with running a responsible business.

Please click here to download a pdf version of the Arcadia Group Responsibility Report 2010

Social Responsibilities

Arcadia Group takes its social responsibilities extremely seriously. We were one of the first high street fashion retailers to establish a Code of Conduct that all suppliers working with our businesses must adhere to. The Code was reviewed and updated in early 2007 and the latest version communicated to suppliers and other relevant groups. Also in 2007 the Group launched Fashion Footprint - a major new initiative to ensure all our ethical and environmental activities are managed, monitored and coordinated across all our businesses. Fashion Footprint brings together ten key areas of activity under working parties established to draw up and deliver policies in key areas of activity; from energy efficiency to supplier ethics, and from transport to charitable giving. We are also committed to ensuring that we meet our responsibilities under the Disability Discrimination Act and work hard to make our goods and services accessible to all.

Supplier Code of Conduct

When customers buy our goods, we want them to be confident that they have been produced under acceptable conditions. That means the goods must have been produced:

  • Lawfully, through fair and honest dealing;
  • Without exploiting the people who make them;
  • In decent working conditions; and
  • Without damaging the environment.

This code applies to the manufacturer or any other person involved in supplying goods to our companies. The code is backed up by a process of self-evaluation and independent inspections to make sure our suppliers keep to it. The code is designed to be fair, achievable, and easy to check, and to promote the ongoing development of our suppliers. It is based on International Labour Organisation (ILO) conventions and recommendations.

Please click here to view the Arcadia Group Code of Conduct

Corporate Responsibility - WEEE Recycling

Bhs has made a commitment to the WEEE Directive which is encouraging the safe and environmentally friendly disposal of electrical waste. As a conscientious retailer, we have chosen to group together with other retailers in joining the "Distributor Take Back Scheme".

Through this scheme we have paid toward the provision of improved recycling facilities for customers. Please help us to minimise the effect we have on the environment by recycling your waste electrical goods.

To remind you to recycle, all new electrical and electronic equipment (EEE) should now be marked with a crossed out wheeled bin symbol.

You may find your nearest recycling points and helpful either contacting your local council or visiting www.recycle-more.co.uk

Corporate Responsibility - Packaging

BHS is committed to reducing the impacts of its packaging on the environment. Our aim is to reduce our production of packaging waste, maximise recycling and reduce disposal to landfill as far as reasonably possible.

We take our environmental responsibilities very seriously and aim to continually reduce the impacts of our waste on the environment. We are a registered business under the UK's Packaging Regulations and contribute toward the recycling and recovery of packaging waste arising in the UK.

Where possible, we encourage our customers to recycle their own waste. For further information on how you can help to recycle more and where you can recycle your waste, please visit www.recyclenow.com.

Jobs

I am interested in applying for any vacancies you may have within your BHS Stores

Thank you for contacting us with interest to join our stores team. Please visit your nearest BHS store and enquire at the customer services desk whether there are any positions which may be suitable to yourself. Alternatively, you can send the store a copy of your C.V - address details can be found on the BHS Store Finder page.

I am interested in applying for any vacancies you may have within your Head Office.

Thank you for contacting us with interest to join our team at Head Office. All current positions are available to view on the Working at BHS page on this website

Retail Academy

What is the Retail Academy?

The Fashion Retail Academy is supported by major retailers including The Arcadia Group Ltd, which includes the popular high street brands Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, Topshop, Topman and Wallis, Next, Marks & Spencer and GUS.

The Academy provides a unique combination of retail business and fashion education creating an innovative learning experience for the next generation of future leaders in the fashion retail industry.

How do I apply?

For more details please visit the Retail Academy website.