FREQUENTLY ASKED QUESTIONS

Yes! Oui. Si. Ja. Kyllä! We’re owned by Elisa, the largest telecommunications company in Finland. We also use an international standard in payment protection, Braintree and 3D Security, so you’re safe with us. We take online security extremely seriously and have taken rigorous precautions to make sure that your information is processed with confidentiality and accuracy. Read more about our privacy policy.

We want to ensure your confidence when buying from shop.epictv.com and to get the most security we suggest the following techie precautions:

INSTALL SECURITY SOFTWARE
Most threats come from malicious software or viruses so you need to ensure they are kept out like the cold. Make sure your computer is installed with antivirus and anti-spyware software and a firewall. Mmmm, fire.

GET UPDATES
Security Software manufacturers constantly respond to new threats. They do so with updates that iron out any bugs – so make sure and update regularly to keep your security software at its most effective.

PASSWORD PROTECTION
Use strong and smart passwords to log in. “Password” is not a great choice. Use upper and lower case characters (PaSsWoRd?), add numbers (P455w0Rd?) and special characters to your password. This will make it more difficult for others to guess. Regularly change your password and remember – always log out at the end of a session.

CHECK FOR THE PADLOCK ICON
It will appear in your internet browser when you start the secure payment process on our site. No padlock? No go.

DON’T SHARE PERSONAL INFORMATION
EpicTV will never e-mail or call you to ask you to disclose or verify your EpicTV.com password, credit card or bank account number. We’re too busy! If you are contacted or receive an unsolicited email asking you for any of this information, disregard the request and report the incident to our Customer Service team. They’ll handle it...

If your question is not covered in our FAQ section, please send us an email to: enquiries@bananafingers.co.uk and we will get back to you as quickly as possible. Please include your order number if applicable.

We aim to have all pre-orders shipped within 2-6 weeks, however, delays can still occur. If your order contains more than one item, and one of those is on pre-order, we will ship everything together once all stock is available.

You can pick up your order from our Bristol store between the hours of 10am-5pm, 7 days a week, by selecting ‘Click and Collect’ at the checkout. This is free! We will email you once this is ready to collect from our warehouse: Banana Fingers Unit 8, Whitehall Trading Estate, Gerrish Avenue, Bristol, BS5 9DF, United Kingdom. If you do not collect your item/s within 3 months maximum after being sent a reminder, we will cancel and refund this back to the original paying method.

You are more than welcome to email enquiries@bananafingers.co.uk, to put in a cancellation request for your order. Please have all order information in that email, and we will do our best to locate and stop your order. Please be aware that if it has already been processed, it is likely we will not be able to do this for you.

In most cases you can, unless your order status is set to "completed" or your order was placed after 14:00 on a Friday as our Customer Service is closed on Saturdays & Sundays. If you need to contact us, please see our contact details under Contact Us

Please check thoroughly through the parcel, warehouse staff sometime put smaller items inside bigger ones… Tape and chalk brushes in the climbing shoebox for example, or wrapped up in packing paper. If you’re sure something is missing, please contact us: enquiries@bananafingers.co.uk

If you’ve created an account with us, click My Account at the top right-hand corner of the page to sign in (if you haven’t already). You will now be able to view all of your purchases at Banana Fingers. To access further information about an order (e.g. billing information, delivery address, etc.), click the link “View order”, located under your order number on the right-hand side. You may have to select “View all orders” if your past orders are not displayed. If you don't have an account with us, contact us via [email](mailto:?to=enquiries@bananafingers.co.uk), quoting your order number, and we will get back to you with the information you have asked for.

Yes, we are happy for you to do this.

Yes we do! If you have an in-date BMC, NHS, Blue Light, or Student Card, you’re eligible for a 5% discount, just send us an email with a copy of your card and our team will send you a unique discount code… get in! For ISIC cards you get 10% off, all you need to do is provide us a picture of your valid card and we will send you a personal code. Please note: only one discount code can be used per purchase and if you wish to have your code-reactivated, please get back in touch.

Yes! However, the item will not be returnable without being in a re-sellable condition, this may include the box.

Yes, you can!

Yes, you can try on as many pairs of shoes as you like. We have dedicated staff members trained to help you find your glass slipper...Err.. climbing shoe.

Absolutely! If the item you have picked up is not suitable and within the returns period, we will happily return this item for you in store. Please make sure the item(s) are in a re-sellable condition, unworn, in it's box and with all safety information attached.

Of course. If the item you have collected is not suitable, then we can process this for you in-store. However, the click & collect will have to processed like an online order. Then, we can find you an alternative item.

Unfortunately, only staff members can come in to the warehouse. Feel free to browse our shop which is located upstairs. Follow the arrows!

Yes! Everything we have on the website, in stock, is located in the warehouse, it might not be present in the shop but a member of staff will gladly collect any item you would like to take a better look at / try on.

Glad you asked! For orders placed in the EU, prices include VAT (Value Added Tax) charged at the rate appropriate to the destination country of the order. For a few EU countries and some of the delivery options we deduct VAT from the final amount in the shopping cart. In those cases VAT is still payable but it will be collected by the delivery company from you when the order enters your country. When you pay VAT in our shop at checkout (for most EU countries this is the case), you're all set and the order is delivered without any other charges to your delivery address. Please note that local tax and customs duty may apply. For full details please consult your local customs office. If you select a currency or a delivery country outside the EU, prices will be displayed VAT-free. You can find out how much import duties are with this great free calculator here. Whilst we do our best to ensure prices are up to date and correct, errors may occur and in this case we'll contact you before your order is shipped. (Still glad you asked?!)

You can pay by either credit or debit card, Paypal, or via bank transfer. We use Braintree, a Paypal Company and international payment platform used to process payments by both card and Paypal, so your information is completely safe with us. If you choose to pay via Bank transfer by selecting the payment option “IBAN Payment” during the checkout, you will then receive our bank account details in your order confirmation email. Please note that we must receive the payment to our bank account within 10 banking days after the purchase. Otherwise we will have to cancel your order. Important: To avoid any delay in the management of your order, please use your order number from your confirmation email as the reference for your bank transfer. Your bank may charge a transfer fee for this option. For international transfers, you are always charged a "cross border transfer" fee on top of the "purchase price". Your bank will be able to provide you with more information about this. If we do not receive the full amount of your purchase, your order will be delayed. Once the full amount has been received, your order will be processed. Depending on your bank the transfer could take between 5 to 10 working days before we are actually able to see your payment.

We accept £, €, NZ$, AUD$, R$, KR, NOK, SEK, and $. Just select your currency of choice below the "My account" button in the top-right corner of our site and shazam! Please note we are unable to accept payments in USD for orders outside the USA. If you'd like to pay in USD please make sure you are a US customer and that you provide us with a delivery address in the United States.

Taxes (VAT) are included for orders delivered to countries inside the UK and EU. For USA, non-EU countries in Europe, and other international deliveries the VAT is either omitted or automatically subtracted during the checkout depending on the shipping country. Where available we aim to take advantage of existing treaties that allow hassle-fee import of products also to non-EU countries outside the UK. However, in most non-EU countries there will be Customs Clearance Fees depending on the country and the value of the order. These are charged by customs or the shipping service for processing the importation of your order.

Terms and conditions below: 1. The product must be exactly the same as the one on sale at Banana Fingers; model, colour, size, year etc. 2. The product must be in stock with one of our UK competitors and be shipped with the same postage and tax costs so we can make a direct comparison. 3. Price matching does not include products from auction sites, resellers or private listings. 4. This excludes any discounted items, sale items, in-store promotions, discount codes and limited offers. 5. We have to be able to verify the price with the relevant competitor before you complete your order. If you think you have a relevant claim, please send us an email us an email at enquiries@bananafingers.co.uk before placing an order.

Please double check any spam folders or email us: enquiries@bananafingers.co.uk

We accept PayPal payments in GBP Sterling, Euro, US Dollar, Norwegian Krone, Swedish Krona and Swiss Francs. For other countries and currencies we show exchange rates based on the Bank of England rate. If you purchase through PayPal they'll apply their own exchange rates and you may see a slight difference in the amount you pay. PayPal exchange rates are fully explained in their terms and conditions.

Oh snap! that’s not normal. Please contact us at enquiries@bananafingers.co.uk.

We now offer free Royal Mail Tracked 24 delivery for all orders over £60 (t&c’s apply). This is an estimated service and is not GUARANTEED 24hour delivery. To calculate shipping costs we divide orders into three categories: light, heavy and extra heavy. You can place as many 'light' items in your cart as you like (this includes most of the products: shoes, harnesses, clothing, hardware etc) and we will still consider your order 'light'. However, if you place a rope or a hangboard - which are shipped as ‘heavy’ products - in your cart, the order will be considered 'heavy'. Because of the excessively large size and shipping cost of bouldering pads, we must apply an extra delivery fee for orders including them.

Once your order is completed and on its way to you, an email will be sent with your tracking information (Please check also your spam folder), incase this is not received please check your "My Account" at the top right-hand corner of the page to sign in (if you haven’t already). Click again on your name, then select “Orders History” from the drop-down menu. You will now be able to view your tracking info under the order '' View Order ''. If you checked out as a Guest, feel free to email us and we will send you the tracking info.

We ship all of our UK orders from our Warehouse, which is based in Bristol UK.

We always try to pack orders in the best fitting packaging possible. Depending on the item(s) this may mean one of our Jiffy bags, one of our boxes or one of our plastic bags. We do this for three reasons: the best-fit packaging is usually the most cost-effective and helps us keep our packaging and our courier costs down so we can continue to provide you with the most competitive prices around. With smaller packages there is a better chance that your order will fit through your letter box, avoiding delayed deliveries and repeated delivery attempts. Smaller and more compact parcels take up less space on planes, trains and automobiles so it’s better for the environment. Win-win!

We will send you an email when your order has been dispatched. If you'd like to change your delivery address before you receive this email, get in touch with us at enquiries@bananafingers.co.uk. If your order has already been dispatched and you'd like to change the delivery address, it's best to contact the shipping provider directly. You will need your tracking number, which can be found in your dispatch email (check your spam folder if you can't find it).

First, use the tracking number to check the status of your delivery on the shipping providers website, as it might just be unexpectedly held up. Your tracking number can be found in your dispatch confirmation email (check your spam folder if you can't find it). Next, check the address you entered is correct. Be patient, some delays can occur, and remember, it’s not BF’s fault! We will of course help you as best we can to resolve any delivery issues. Just get in touch.

If you have received a wrong or incorrect item, please contact us within 30 calendar days, and we will happily arrange a return for you. Send an email to [email](mailto:?to=enquiries@bananafingers.co.uk) explaining the situation, and we will get back to you as soon as possible with your returns label. In the event that you receive your parcel and find the package to be damaged or in an unacceptable condition, please refuse it. It will then be sent straight back to us. If you accept the parcel, you will be responsible for it, and no claim can be made. Please don't post an item before we have provided you with a returns label! We won't be able to properly process your refund without this

If you wish to return or exchange an item ordered from our shop, please visit our return page for detailed information on how to do so. You can also Contact Us via email(enquiries@bananafingers.co.uk). Exchanges from a Non-EU country in Europe and other international deliveries may be subjected to Customs Clearance Fees again depending on the country and the value of the order.

Please make sure to check the box '' return merchandise '' on the post office document when sending your parcel back and enter the minimum value for the products as we will be unable to paid import tax in our end.

Very simple! Please visit our return page for detailed information on how to do so. You can also Contact Us via [email](mailto:?to=enquiries@bananafingers.co.uk).

If we have let you know that we've refunded you, don't worry - it's on its way! If you paid by PayPal your funds will have been refunded to your PayPal account. We aim to have all returns processed within 5 days of receiving them.

If you want to see if we have received your return, double check the tracking number given to you by the post office / courier. If it has arrived with us, please allow up to 5 working days upon it arriving at our warehouse for this to be processed. You will receive an email confirmation as soon your return is processed by our logistic.

We aim to have all returns processed within 5 working days of receiving them. The money can take up to 10 working days to go back into the account of the original paying method.

Yes, of course! Please make sure to bring your item that you are returning to the shop staff located directly upstairs. You will need your order information so keep the picking slip with it if you can. This will then be handed over to the returns department to be processed as if it was an online return.

If your new item has a warranty, basic information can usually be found on the tags or somewhere in the original packaging. However, it’s also important to check the manufacturer’s website for the full details.

Depending on the manufacturer, warranties can last any time from a few weeks to the lifetime of the product. When you buy a product, make sure you check the individual warranty length, and keep your order confirmation so you know when it’s valid from

A warranty covers any unexpected damage or fault that can be put down to manufacturing mistakes, or don’t meet the brand’s advertised standards. This can include anything from seams coming apart to malfunctions in technical equipment.

Unfortunately, warranties will only cover manufacturing faults, or if you believe the product has not performed how it should.

Send an email to us with your order number, explaining what the problem is (don’t forget to include some pictures) and we will communicate with the manufacturer on your behalf to verify whether or not your item is valid for warranty. The manufacturer always has the final decision. If your item is approved for warranty, we will organise the return postage to send it back to us and we can then provide you with a replacement or refund. Have a look at our warranty terms and conditions for more details.

To start the warranty process, you will always need to provide proof of purchase. This can be your order number or confirmation email. You may also be required to send photos or videos of your faulty item.

We will sort your warranty as fast as possible, but the whole process usually takes around three to eight weeks. For more information, have a look at our warranty page, and if you have any questions get in touch with us via our page.