|FAQ / HELP|
1 - How can I pay for my order?
2 - How is my credit card protected?
3 - What is my Shopping Basket?
4 - How do I add an item to my Shopping Basket?
5 - How do I get to the checkout?
6 - Why do I get transfered to HSBC?
7 - What happens after I have placed my order?
8 - Can I mail in my order?
9 - What is the size and colour availability?
10 - Are your items ever out of stock?
11 - What is your online return policy?
12 - How can I return/exchange my merchandise?
13 - What is my sales tax or VAT?
14 - Do you have a catalogue?
1 - What are my delivery options?
2 - How quickly do you ship?
3 - How long should delivery take?
4 - How much is delivery?
5 - Do you offer next day delivery?
6 - What if I'm out when my parcel arrives?
1 - What is your security policy?
2 - What information does Punk Rock Baby need when a customer places an order?
3 - Is my credit card number and information secure?
4 - What are your browser requirements?
2 - How do I subscribe to your newsletter?
SHOPPING1 - How can I pay for my order?
We accept Visa and Mastercard credit cards as well as Maestro and Electron debit cards. All orders must be prepaid. We also accept personal cheques (UK banks only - subject to clearance) with mail order - please telephone us for further details on mail order. We do not accept cheques drawn on foreign banks at this time. 2 - How is my credit card protected?
Your credit card information is encrypted through Secure Socket Layer (SSL) technology. This technology ensures that the information remains private and secure. To check the security of your connection, check the indicator in your browser window after accessing the server. If you see an unbroken key or a closed lock, then SSL is active.
Some versions of browsers and some firewalls do not permit communication through secure servers. In that case, you'll be unable to connect to the server so you will not have to worry about mistakenly placing an order through an unsecured connection. If you can't access the secure server, for whatever reason, please place your order by calling us on +44(0)20-8776-7732, Monday to Friday, 9am - 6pm BST. 3 - What is my Shopping Basket?
Your Shopping Basket is where you keep the items that you wish to purchase, normally called a shopping basket. 4 - How do I add an item to my Shopping Basket?
Ready to Buy? When you have selected the item that you wish to purchase, check the "add to basket " box. If you are prompted to choose a size, colour or quantity make sure that you have selected the option that you require by using the 'choose...' drop down menu. Then click on the "place in basket " button.
The Shopping Basket is where you keep all your selections until you are ready to purchase. You will not be charged for any items until you proceed all the way through the checkout process.
You can access the contents of your Shopping Basket at any time by clicking the 'view shopping basket' button on the top right hand side on each shopping page.
After you have successfully added all the items you wish to purchase to your Shopping Basket, click on the 'checkout' button on the right-hand side. 5 - How do I get to the checkout?
Take a moment to review all of the items you've placed in your Shopping Basket. If you decide that you want to delete an item or change the quantity, just click on the appropriate button. If you make any changes to your Shopping Basket, make sure that you hit the 'recalculate basket' button and then click on the 'checkout' button on the right-hand side.
The checkout page will ask you to fill in your personal details such as name, delivery address, contact details etc. Once you have filled this page in hit the 'pay by credit card' link which will take you to our online partners, HSBC Bank. On this secure page, fill in your card details, check it and press the 'pay now' button. You will be then sent an email confirming the transaction and transfered back to this site. 6 - Why do I get transfered to HSBC?
You are transfered to HSBC so that your credit card details are protected using the most up-to-date technology available on the internet. Punk Rock Baby does not hold your card details at any time during the transaction. This makes it easier and safer for us and you. HSBC uses the latest 'Verified By Visa' and 'MasterSecure' technology bringing a much safer place to shop. 7 - What happens after I have placed my order?
Once you have placed your order, we will send you an e-mail confirmation detailing the transaction. Once your order has shipped we will send you another e-mail with an itemised order list.
Your card will be debited straightaway if you order and pay online, or on receipt of your order if you order by telephone. Cheques will take 7 days to clear and we will ship your goods as soon as we receive the funds from your account. 8 - Can I mail in my order?
Yes, if you do not have a credit card (or prefer to pay by cheque), just follow these simple instructions:
1) Shop as you would as if you had a credit card (details above and throughout the site) by placing the items that you require into your Shopping Basket. When you have finished, choose your shipping zone and make sure that your selections are correct.
2) Print out the Shopping Basket page.
3) Then click on the Checkout button and fill in the details.
4) Print out the Checkout page.
5) Mail both print outs to us with your payment.
6) Once we receive your order and your payment has cleared, we will then ship your merchandise.
7) If you run into any problems (or do not have a printer), you can call Customer Services on +44(0)20-8776-7732, Monday to Friday, 9am - 6pm BST, or use the "help" button at the top of your screen. 9 - What is the size and colour availability?
You can see what sizes and colours are available for a particular item by clicking on the 'choose...' drop down menus. Some items may only be available in one size. If there is no pull-down window, then the item is only available in the size/colour shown.
You may call us on +44(0)20-8776-7732, Monday to Friday, 9am - 6pm BST and talk to one of our friendly customer agents for additional sizing questions or fitting advice. You may also send an e-mail to 10 - Are your items ever out of stock?
Occasionally, high demand causes us to run out of certain products. Usually we have an 'out of stock' picture on any item that is out of stock, however if we do not have the item that you've ordered, we will notify you right away before we ship your order. We will ask if you would like to replace the item to something of equal value, wait until we have the item in stock or remove the item from the order. 11 - What is your online return policy?
Punk Rock Baby offers a "Satisfaction Guarantee" policy on all purchases. You have up to 14 days (from the date of purchase or shipment date) to return any merchandise with which you are not satisfied.
Only those items purchased in the online store may be returned us. For items ordered from our website, you must ship the item(s) back to us. The address for online returns is listed below.
If Punk Rock Baby shipped you the wrong item or the item was damaged in shipment, we will gladly refund all shipping charges. Remember to save your invoice as your receipt.
Please use a ‘Signed For' delivery service to make sure your parcel reaches us, and retain your receipt for postage. We're afraid we can't accept responsiblity for items that fail to get to us. A ‘proof of posting' form will not be sufficient.
All items should be returned unworn and with labels intact within 14 days (from the date of purchase or shipment date)– for hygiene reasons, we can only accept garments that have not been worn.
To return merchandise to Punk Rock Baby follow these easy steps:
1. Circle the item(s) that you are returning on the invoice and write down the reason for returning the item(s).
2. You may receive an exact replacement for the item(s) or receive a refund. It's your choice, so please indicate whether you prefer to receive a refund or an exact replacement. Replacement items will be shipped to you free of charge. It will be sent to the address on the invoice. If the address is incorrect, please provide a new shipping address on the returned invoice.
3. If you want a refund, we will credit the credit card originally used. We will issue a refund cheque only for items returned or mail orders paid by cheque.
4. Pack and seal the item(s) and send the package to:
The return address is:
Punk Rock Baby
PO Box 45463
If you have any questions or concerns about your return, please give us a call on +44(0)20-8776-7732, Monday to Friday, 9am - 6pm BST or send an e-mail to 12 - How can I return/exchange my merchandise?
Our Online store cannot accept returns for items purchased in any third party shops. If you have any problems please contact the shop that you originally bought the merchandise from. 13 - What is my sales tax or VAT?
Punk Rock Baby charges VAT where applicable. Where relevant, all prices on this website include VAT. We do not charge VAT on clothing but do on other products not deemed to be clothing. All applicable VAT will appear on your invoice which will be sent with your goods. 14 - Do you have a catalogue?
No, we do not produce a catalogue. Please see this website for the most current designs.
1 - What are my delivery options?
We offer a Signed For service (Royal Mail - where a signature is required on delivery) or First Class Delivery (Royal Mail - UK only). Most orders will be shipped within three working days after checkout, pending credit card approval. We ship Monday to Friday (excluding bank holidays). Please note that we do not ship to P.O. Boxes.
Orders placed prior to 2:30 PM BST on working week days may ship the same day, pending credit validation. In nearly all cases we ship within 3 days. Please contact the office on +44(0)20-8776-7732 if you require a faster delivery service and we will quote you a price. 3 - How long should delivery take?
We send all our packages via the Royal Mail who give the following delivery times -
1st class (including recorded) - most mail should be delivered the next working day.
Airmail (including "international signed-for") - European destinations 3-7 working days; worldwide 5-10 working days.
NB: These times aren't guaranteed, and regrettably the Royal Mail will not accept a package as undelivered or lost until after 21 days from the postage date, so please be patient if your postman proves to be a total slacker. 4 - How much is delivery?
Delivery charges are as follows:
UK orders over £60 are sent FREE using First Class Recorded Delivery.
UK - Standard - £1.99 for 1st item and £1 per additional item (Royal Mail - First Class)
UK - Signed For - £2.99 for 1st item and £1 per additional item (Royal Mail - Signed For)
Worldwide (non UK) orders over £100 are sent FREE using By Courier - Signature Required.
Europe - Airmail - £4.49 for 1st item and £1 per additional item (Royal Mail - Airmail)
USA - Signed For - £5.99 for 1st item and £1 per additional item (Royal Mail - Signed For)
Rest Of World - Signed For - £7.99 for 1st item and £1 per additional item (Royal Mail - Signed For) 5 - Do you offer next day delivery?
In some cases we can offer next day delivery but please first contact the office for further details on +44(0)20-8776-7732, Monday to Friday, 9am - 6pm BST or send an e-mail to
6 - What if I'm out when my parcel arrives?
If you've opted for a Signed For service then a signature will be required when it arrives. If the Royal Mail fail to deliver first time, they should leave a card offering you the option of delivery at a later date, or collection within a week from your local sorting office. If you haven't been able to collect it, it will be returned to Punk Rock Baby and we'll contact you to rearrange delivery.
If you live outside of the UK delivery then service may vary from country to country.
1 - What is your security policy?
At Punk Rock Baby, our relationship with our customers is very important. Punk Rock Baby is committed to providing our customers with a secure website to shop and will only collect the personal information that is necessary to process your order. Our customers should feel assured that access to this information will be limited to the appropriate employees and will never be sold or given to any other company. Please read the following information to learn more about how and why we collect information and how the information is safeguarded. If you have any questions concerning our security or privacy policies, please e-mail us at 2 - What information does Punk Rock Baby need when a customer places an order?
When a customer places an order over our web site, we will ask for your name, address, email address and daytime contact phone number. We will also need to know the 'ship to' address if different from the billing address. Punk Rock Baby does not have access to your credit card details at any stage throughout the transaction as all these details are processed on HSBC's server.
Our customers should feel confident that the above personal information is transmitted over secure servers. This information is necessary to properly process your order. Our systems limit access to this information only to employees who may need it to process your order. Punk Rock Baby guarantees that our customers will only pay for the items which they have actually ordered. 3 - Is my credit card number and information secure?
Yes. We have assured you of this because we use HSBC to process the final part of the payment transaction. We do not have access to nor do we hold any customer credit card details. HSBC is one of the largest banks in the world today and uses the most secure and up-to-date technology available. As new improved technologies become available so our shopping experience will improve as well. Currently HSBC are using the new 'Verified By Visa' and 'MasterSecure' systems implemented by Visa and MasterCard respectively ensuring even further security benefits for our customers. 4 - What are your browser requirements?
Punkrockbaby.com is designed for use with the latest browser versions. If you currently use older versions of these browsers (including Internet Explorer 6 or earlier, Netscape Navigator 4.0 or earlier and AOL 5.0 or earlier), you may experience technical difficulties with online ordering.
To purchase products online at Punkrockbaby.com, you must use a browser that is SSL-compliant and can establish a secure connection (to make sure your browser is secure, look for a closed lock or an unbroken key at the bottom of the Checkout page.) We recommend downloading Microsoft IE 5.5 or later, or Netscape 6 or later to fully experience our site. Also, to view online animations and hear the audio on this site, your browser must have a Macromedia Flash Player 5 Plug-in installed.
Macintosh OS9 users please use Internet Explorer 5.1.7 or later to use the online shopping system.
If you continue to access our site with a browser other than those recommended above, key functions such as Checkout (online ordering) and Registration may not work properly.
Punkrockbaby.com offers online competitions. All online competitions are open only to anyone who is 13 years of age or older. If you are a teenager under 16 years of age, you must have your parent or guardian's permission before providing any personal information. When signing up for competitions, we will ask for your name and e-mail address. This information will assist us in contacting and validating the winners. Competition entrants will automatically be included in our online newsletter database and will receive our online newsletter. You can unsubscribe from the newsletter at any time. Punk Rock Baby does not share our competition entry data or subscriber lists or any of our entry/subscriber information with outside parties. Any information shared with a Punk Rock Baby Marketing Partner is through a joint promotion and this policy is stated clearly on those specific entry forms. In addition to the information stated above, we may also request information regarding customer preferences such as favorite designs or music. Providing answers to these questions is optional. This type of information assists us in providing products and services that might interest our customers.
Punkrockbaby.com uses IP addresses only to resolve system problems and deter unauthorized access to our website.
Punkrockbaby.com likes to keep its customers informed about the latest designs, special offers, competitions, promotions and upcoming events through our online newsletter. If you would like to unsubscribe from the newsletter, you may do so by clicking on the unsubscribe link included in each e-mail or by e-mailing us at
Punkrockbaby.com does not intentionally collect information from children under the age of 13. If you are a parent and you think we have inadvertently collected such information from your child, you may e-mail us at or call our customer service department on +44(0)20-8776-7732, Monday to Friday, 9am - 6pm BST . 2 - How do I subscribe to your newsletter?
Punk Rock Baby newsletters keep our subscribers informed about our latest merchandise, special offers, competitions and promotions. We mail our newsletter every second month. On occasion we may send out an additional e-mail for a special announcement or promotion.
You can subscribe to our newsletter by clicking to sign up. Subscribers can always unsubscribe or opt-out at any time. You can unsubscribe directly from a Punk Rock Baby newsletter or by e-mailing us at . You can also call Punk Rock Baby customer service on +44(0)20-8776-7732, Monday to Friday, 9am - 6pm BST and request to be removed from our list.