Frequently Asked Questions (FAQs)

Ordering

1. How do I place an order?

Simply browse our website, add your chosen items to your basket, and proceed to checkout. You can check out as a guest or create a Bemtaro account for a faster shopping experience in the future.

2. How can I check the status of my order?

If you have a Bemtaro account, you can view your order status in the My Orders section. We will also send order confirmation and dispatch emails to keep you updated.

3. Can I change or cancel my order?

We process orders as quickly as possible. If your order has not yet been dispatched, please contact us immediately at info@bemtaro.com with the subject Order Cancellation and include your order number.

If your order has already been dispatched, you will need to return it to us in accordance with our Refund & Returns Policy before a refund can be issued.

4. Can I add items to an existing order?

Unfortunately, once an order has been placed, we cannot add additional items. Please place a separate order for any extra products.

5. What if I entered the wrong delivery address?

Please contact us immediately at info@bemtaro.com with the subject Change of Address and include your order number. If your order has not yet been dispatched, we will do our best to update the address.

6. I didn't receive an order confirmation email.

Please check your Spam or Junk folder first. If you still cannot find it, contact our support team with the name and email address used when placing your order.

7. Can I return my order?

Yes. We offer a 30-day return policy from the date you receive your order.

Returned items must be:

Unused and in their original condition
In the original packaging
Accompanied by proof of purchase

Please refer to our Refund & Returns Policy for full details.

8. Do you offer gift wrapping?

Currently, we do not offer gift wrapping or personalised messages.

Delivery & Shipping

1. What delivery options do you offer?

We offer FREE Standard Shipping on all orders delivered within the United Kingdom.

Delivery Method	Estimated Delivery	Cost
Standard Delivery	2–4 Working Days	FREE

Orders are processed Monday to Friday (excluding UK public holidays).

Orders placed before 12:00 PM (UK Time) are typically dispatched on the same working day, unless otherwise stated on the relevant product page.

Some products may require an additional 1–3 working days for processing before dispatch. Where applicable, this will be clearly stated on the product page.

All orders are shipped using a tracked delivery service through EVRi or another trusted courier. Once your order has been dispatched, you'll receive a tracking number by email so you can follow your parcel every step of the way.

For more information, please refer to our Shipping Policy.

2. My item arrived damaged.

Please inspect your order as soon as it arrives.

If your item:

Arrived damaged
Is faulty
Is defective
Is incorrect

please contact us within 48 hours of delivery and include your order number along with clear photographs of the item and its packaging (where applicable). We'll investigate the issue promptly and arrange a suitable resolution.

3. Why is my order taking longer to dispatch?

Some products are shipped directly from our trusted suppliers and may require an additional 1–3 working days for processing before dispatch.

Where applicable, any extended processing time will be clearly displayed on the relevant product page.

4. How can I track my order?

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number.

If you have a Bemtaro account, you can also view your order status in the My Orders section.

5. My order hasn't arrived.

If your order hasn't arrived within the estimated delivery timeframe, please check your tracking information first.

If your parcel appears delayed or the tracking has stopped updating, please contact our customer support team at info@bemtaro.com.

We'll investigate the shipment with the courier and provide an update or suitable resolution as quickly as possible.

Payments

1. Which payment methods do you accept?

We accept:

Visa
Mastercard
American Express
PayPal
Apple Pay
Google Pay
Shop Pay
Klarna (where available)

2. I've been charged twice.

Please contact info@bemtaro.com with details of both transactions and we'll investigate immediately.

3. Can I pay in instalments?

Yes. Klarna is available for eligible customers.

4. Why was my payment declined?

Payment failures can happen because of:

Incorrect card details
Insufficient funds
Security checks by your bank

Please contact your card issuer if the problem continues.

Account & Login

1. Do I need an account?

No. Guest checkout is available.

2. I forgot my password.

Click Forgot Password on the login page and follow the instructions.

3. Can I update my account details?

Yes. Simply log into your account and edit your profile information.

4. Can I change my email address?

Yes. This can be updated within your account settings.

5. I can't log in.

Double-check your login details or reset your password. If the problem continues, contact our support team.

6. Can I delete my account?

Yes. Please email info@bemtaro.com requesting account deletion.

7. Is my personal information secure?

Yes.

We use secure encryption and industry-standard security measures to protect your personal information.

Please read our Privacy Policy for more information.

Product Information

1. Where can I find product information?

Each product page contains detailed descriptions, dimensions, specifications and care instructions where applicable.

If you need additional information, please contact us.

2. Are product colours accurate?

We make every effort to display product colours accurately. However, colours may vary slightly depending on your screen settings.

3. Do products require assembly?

Some larger products may require simple assembly. This will always be clearly stated on the product page together with assembly instructions.

Customer Support

1. How can I contact Bemtaro?

Email: info@bemtaro.com

Phone: +44 7478 088508

You can also contact us using our Contact Us page.

2. Do you offer live chat?

Yes. If live chat is available on our website, our team will be happy to assist you during business hours.

3. What are your customer service hours?

Monday to Friday

9:00 AM – 5:00 PM (UK Time)

(Excluding public holidays.)

4. How long does it take to receive a reply?

We aim to respond to all enquiries within 24 business hours.

5. I haven't received a response.

Please check your Spam or Junk folder first.

If you have not received a reply within 48 business hours, please contact us again.