FAQs


Account

How do I create an account?

Creating an account is quick and easy. Simply click ‘register’ at the top of our page, or enter your details when prompted upon checkout.

 

Registering with Bay One will give you the added benefits of being able to:

  •        Check out faster
  •        Save frequent addresses
  •        Return an item
  •        Track your order faster
  •        Enjoy the rewards of our loyalty program (launching soon)
  •        And much more!

 

Click here to register or sign into your account.

 

How do I reset my password?

If you have forgotten your password or just wish to change it, click here and we’d be happy to reset it for you.


Orders

How do I place an order?

Shopping with Bay One is easy!

  1. You can navigate through our online store by using the menu options at the top of the page (e.g. MEN, BRANDS, KIDS). If you have an idea of what you are after, you can use this menu to look at all the options. Alternatively you can use our ‘search’ box to find something specific.
  1. Once you have decided what you want to buy, confirm what colour, size and quantity you want and click ‘ADD TO SHOPPING BAG’.
  2. Simply repeat this process should you wish to continue shopping. You can review and edit your selections at any time by clicking ‘Shopping Bag’ in the upper-right.
  3. Once you are happy with your choices, click ‘CHECKOUT’ in your Shopping Bag to complete the order. If you don’t have time to complete your purchase now, you can click ‘Save for later’ to come back to it another time, or simply leave it in your cart. Please do make sure you are signed into your account.

 

How do I know my order has been confirmed?

We will send an email confirmation to acknowledging that we have received your order. We will also email you to confirm dispatch, availability of products and delivery information.

 

When you make an order you will receive a confirmation email from us acknowledging this. The acknowledgement will contain your order number and details of the goods ordered. This is confirmation that your purchase has been made and your card has been charged. When your goods have been dispatched to you, we will send you an order dispatch email. If you have any concerns at all feel free to contact us by any of the methods available on our ‘contact us’ page.

 

Can I make changes to my order?

We cannot change your order in any way as we start to process your order as soon as we can, after we receive it.

 

What if I need to cancel my order?

Orders cannot be changed once order confirmation has been sent.  If you do not want the items on receipt, please return the items to us. Click here for information on returning an item.

 

What happens if an item on my order is not available?

If an item you have ordered is unavailable when we come to pick and dispatch it, you will be informed by email that we are unable to ship that item and you will be refunded for that item.  We will ship any remaining items that you have ordered.

 

What happens if I notice that my personal details are incorrect?

If you realize your personal details are incorrect once you have completed the ordering process please contact us.  Please include your order number in all correspondence.

 

How much duties and taxes will I have to pay?

Taxes and duties are calculated according to the type of product, where it originates from and your shipping destination.  To ensure that you are in no doubt about the final cost of your order, the total on the order summary page will show you a breakdown of costs, which will include all relevant import taxes and duties.


Delivery

Where do you deliver to?

Currently we are delivering to South Africa only. We deliver products from brands that come from all corners of the world, to our customer’s doorstep. We aim to one day offer this service to the whole of Africa.

 

Follow us on Twitter and Facebook to keep up with Bay One and watch out for which countries we will be delivering to next!

 

What is your delivery process?

Here at Bay One we like to do things a little differently.

When you order an item you can guarantee that the item is genuine and comes directly from an authorized store. When you place an order with us, we consolidate your order at our UK or US hub, following which we will ship out directly to you. This is what allows you to access the latest international goods at the most competitive prices.

 

Once goods are at your destination country, we will handle all the boring customs and processing and pass it on to our local courier. Your purchases will then be delivered straight to your door. No need to pick up from post office. No need to pay any extra duty or landing costs upon delivery. No fuss.

 

On occasion we will hold stock locally. These items will be delivered to you in extra quick time as there is no international shipping involved. A local delivery rate will also be applied should your order not contain any items requiring international delivery.

 

Can you deliver to a different address other than my billing address?

This is possible, but please remember to tick the box indicating that the billing address will be different when going through the checkout.  For security reasons, your first order can only be shipped to the cardholders billing address.

 

Does Bay One ship to multiple addresses?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

 

Is my package insured and do I need to sign for my order?

All your purchases are insured against theft and accidental damage whilst in transit from Bay One to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.

To ensure that your purchases arrive safely and in perfect condition, we require a signature as proof of delivery for all orders.


Tracking your order

How do I track my order?

To track your order you will need the order tracking number. This can be found in the order confirmation email that was sent to you.

Follow the ‘Track Your Order’ link in the order confirmation email or click here. Enter your tracking number when prompted.

Alternatively you can follow the ‘track your order’ link when you sign in to your Bay One Account.

*Please note that Bay One does not make multiple deliveries for one order. The delivery shall be completed only when all ordered items are available for delivery. Our tracking system will reflect this.

 

What should I do if I want to track my order, but I have lost my order tracking number?

Your order tracking number can be found in your confirmation email.

 

If you cannot locate your email, don’t worry, you can contact our support team on any of the methods available on our customer care/contact us page. We will simply ask you to provide us with some details so that we can re-issue you a tracking number.


Cancellations, Returns and Exchanges

You cannot change or amend your order once you have received your order confirmation email.

You can return your item/s up to 14 days after receiving your package.

Notify us within 48 hours to qualify for Bay One FREE returns service. Please note that your returns will have to be available for collection by our local courier within 3 days of notifying us of your wish to return.

If you are not utilizing our free returns service, you can post your returns to one of our South Africa hubs (located in Johannesburg, Cape Town, Durban, Port Elizabeth, and Bloemfontein), and send us proof of postage within the 14 days. We'll take care of the international return to save you money! Your refund will be credited upon receipt and processing of your item/s. Please contact us for further details.

If your item is faulty, please notify us, so we can arrange a replacement or give you a full refund.



What condition do items need to be in to qualify for a return?

Items should be returned new, unused, and with all Bay One and product tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to you.

Where provided, belts and any packaging such as authenticity cards, bags and tags should be included with your return.

All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

Clothing

All clothing must have all original labels & tags and must be in the original packaging. It should not show any sign of wear.

Shoes

All shoes must be tried on a clean and preferably a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to you.

Beauty

Skincare, cosmetics, hair care and fragrance must be returned unused, unopened, and in their original packaging otherwise we may not accept them.

Lingerie & Swimwear

Underwear, briefs, swimming costumes, trunks and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled, and may be sent back you.

Faulty goods

Goods are classified as faulty if they are received damaged.  Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

For all faulty items outside of our Returns Policy, please contact us


Promotions

How do I take advantage of Bay One Promotions?

Each promotion will have a Promotion Code assigned to it. The promotion code can be entered upon checkout. The promotion will be applied to your basket immediately once entered.


Can I use more than one promotion code?

Of course! You can use as many promotion codes as you want.

 When you enter a promotion code at checkout, the promotion will be applied to your basket. Once applied, simply enter the next promotion code you wish to use.

 *Please note that in some circumstances, certain promotion codes may not be used in conjunction with others.

 

Where can I find promotion codes?

Follow us on Twitter and like us on Facebook to get notified when all our latest and greatest deals happen. Also, sign up to our newsletter to get exclusive promotions straight to your inbox!


Why is my promotional code not working?

In some circumstances, certain promotion codes may not be used in conjunction with others.

Please also check the expiry date of the code you are attempting to use to confirm it is still valid.

Should you need any further assistance, feel free to contact us via any of the methods available on our Customer care/Contact us page.


Loyalty Program

Will purchases made before the loyalty program has launched be rewarded?

…….YES!

 

Anyone with a Bay One account who makes any purchases before the loyalty program launches, will have all of their purchases rewarded with loyalty points. The amount of points awarded will reflect the standard point value upon launch.

 

Sign up to our newsletter and join us on social media to keep in touch with all loyalty program news, as well as promotions and blog posts!

 


Products

How do I know the colour of the product I see is what I get when I place an order?

We make every effort to display colours of our products as accurately as possible.  However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.

 

Are you getting more stock in?

Some items on our website sell out quickly, however, we regularly update our site so it’s worth checking again.  In the meantime, if you would like to find out whether a particular item is coming back in stock, please do contact us.


Do you have a sizing guide?

Sizing varies amongst the brands we stock.  For all information regarding sizes, please refer to the size guide chart which can be found on the product’s page.  Click here to view the Bay One size chart guide to compare UK, EU and US sizing.


Personal Information

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy.