Your Orders

If you recently placed an order and you're wondering why you haven't received it yet, you should first check whether we've dispatched it to you:

1. Log in.
2. Click on “Your Account” at the top of any page.
3. Under the Current & Past Orders section you will see the options for view your orders.
4. Choose “All Orders” from the pop down, as your order may have been already dispatched and closed.
5. On the next page you should see details of all of your orders list by date. Find the order you where searching for and click on “View Order”
6. On the next page you should see details of the order. The order will be listed as “Open”, “Closed” or “On back order”. If the Item is closed the order should be on route to you.
7. If you have any further questions about the order please email us at info@bjs-west.co.uk or telephone +44 (0)1202 525842

On Back Order

If you order has the status of “On Back Order” it may be that an item you ordered may be out of stock, in which case you should have been notified of the delay. If you wish to order alternative product(s) or to cancel the order please contact us at info@bjs-west.co.uk or telephone +44 (0)1202 525842.

Open

This means your order is in process and will be dispatched as soon as possible. Note: we do not debit any money from your account until just before the order is dispatched.

Closed

This means you order has been dispatched. Note: we do not send goods out over the weekend unless specially requested as this incurs additional postage expense. So please allow additional delivery time if your order was placed near the weekend. Despite our efforts, there can sometimes be unforeseen delivery delays.

If you order has been dispatched a tracking ID maybe available depending upon the courier used. If this is available please click on the courier’s name and a new browser window will open with the couriers website. You can then enter the provided tracking ID to find the current location of your order.

If your order still hasn't arrived please contact us at info@bjs-west.co.uk or telephone +44 (0)1202 525842.

Problem with a Delivery I've Received

If you're thinking of returning an item, please go to our returns policy page.

You sent me a damaged or defective item

• Damaged items: if you take delivery of a BJ’s & West package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange. Please visit Returns Policy page for details.
• Defective items: you have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item(s) as this will be needed should there be a fault. In the unlikely event that you have a faulty item. Please visit Returns Policy page for details.

Note: in the event of BJ’s & West sending you a replacement for a damaged or defective item, you must return the original item within 30 days to BJ’s & West before the replacement item will be dispatched.

I haven't received everything I ordered

Items you order from BJ’s & West may sometimes be sent in more than one parcel. For example, you may receive multiple deliveries if your order contains an oversized item that needs to be dispatched separately.

Regardless of the number of deliveries you receive, you'll only be charged the amount that was originally quoted to you at the time you confirmed your order. To find out if the missing items are on the way, please check “Your Account” and check the tracking ID’s provided with courier’s website to check if the item has been dispatched. If the item has still not arrived please contact us at info@bjs-west.co.uk or telephone +44 (0)1202 525842.

I ordered the wrong thing and want to return it

No problem. Read Our Returns Policy help pages to find out what to do.

You sent me the wrong stuff

As soon as you find out we've sent you an incorrect item, go to the Returns Policy page to find out how you can return the item(s)

Note: in the event of BJ’s & West sending you a replacement for an incorrect item, you must return the original item to BJ’s & West within 30 days before we will send replacement item(s).

And if you've grown quite attached to the item and want to keep it, just contact us at info@bjs-west.co.uk or telephone +44 (0)1202 525842 and we'll charge the cost of the item to the card you used to place the original order.

I haven't received anything. Where's my order?

Pleas check your 'Order Details' page for information on how to view the status of your order.