FAQ's

Can't find what you're looking for? Check out our FAQ's below for some help!

I need some help ordering!

Ran into trouble ordering online? Don't worry, get in touch via the messenger widget on-site and a member of our customer service team will be happy to help!

I’ve ordered… what happens now?

Once you have placed your order, you will receive an order confirmation email containing your order number and details. This is your electronic receipt, keep it safe! Just sit tight and wait to receive your items!

Where’s my order confirmation?

Haven’t received your order confirmation? Check your junk mail folder first!

No luck? Contact us using the messenger widget on-site, providing your order was successful we can send over your order details.

Did you know… if you hold an account with us, you can check your order status with ease! To create an account, simply click here to register. 

Whoops… I made a mistake

If there has been a mistake with your order or you would like to cancel it, please contact our friendly Customer Service team using the messenger widget on site and we’ll try our best to amend this for you.

Where’s my 10% discount code?

New to Hell Bunny? Welcome!

Sign up to our mailing list here to receive 10% off your first order.

Following this confirmation, you will receive a welcome email including the 10% off code. Don’t forget to check your junk mail folder in case we ended up in there! Apply your welcome coupon code in the 'Review & Payments' section at checkout.

When will I receive my delivery?

UK 

  • Guess what?! We offer next day delivery to all our UK customers!
  • Place your order before 12:00 noon Monday-Thursday to qualify for next day delivery
  • Orders placed after 12:00 noon and on weekends will be shipped the next working day
  • Next day delivery is free for orders over £30
  • If your order value is less than £30, the delivery charge is £3.95
  • All orders are shipped with DPD Local and require a signature on arrival

PLEASE NOTE: Due to COVID-19, deliveries within the UK may take 1-2 working days excluding bank holidays to arrive. Thank you for your patience. 

US and Canada 

  • Express delivery is free for orders over $70
  • If your order value is less than $70, the delivery charge is $7
  • Estimated delivery time is within 2 working days. Please note: delivery may take a little longer due to occasional delays with customs, we wanted to warn you!
  • All orders are shipped with DHL Express and require a signature on arrival
  • As the recipient, you are liable for any import duties levied by the country you are shipping to. If taxes are applied, payment is necessary to release your order from customs 

EU 

  • Express delivery is free for orders over €50
  • If your order value is less than €50, the delivery charge is €5 
  • Estimated delivery time is 1-2 working days. Please note: delivery may take a little longer due to occasional delays with customs, we wanted to warn you!
  • All orders are shipped with DPD Local or DHL Express and require a signature on arrival
  • As the recipient, you are liable for any import duties levied by the country you are shipping to. If taxes are applied, payment is necessary to release your order from customs 

Australia and New Zealand 

  • We offer free standard delivery for all Australian and New Zealand orders
  • Estimated delivery time is 10-14 working days. Please note: delivery may take a little longer due to occasional delays with customs, we wanted to warn you!
  • All orders are shipped with Norsk and require a signature on arrival 
  • As the recipient, you are liable for any import duties levied by the country you are shipping to. If taxes are applied, payment is necessary to release your order from customs 

PLEASE NOTE: There are major delays with deliveries to Australia and New Zealand at the moment due to the global pandemic and lockdown restrictions. Sorry!

International 

  • For all other international orders, there is a standard delivery fee of £20
  • International orders are shipped with DHL or Norsk and the estimated delivery time is 10-14 working days 

If you are experiencing problems with delivery, do not hesitate to contact our friendly Customer Service team using the messenger widget on site. 

How can I track my delivery?

Please enter a valid email address when placing an order. Once you have placed your order, you will receive a dispatch email containing your tracking link. 

If you have recently placed an order and you think it is overdue, contact our friendly Customer Service team using the messenger widget on site. 

How do I return my order?

We believe you'll love your Hell Bunny pieces but if you've changed your mind, no worries - here's how to get your items back to us:

  • Items must be returned to us as new with all tags in place within 30 days from the delivery date. We cannot accept any items that have been worn or marked.
  • Swimwear is non-returnable once the hygiene sticker has been removed.
  • You will receive a full refund (excluding postage and packaging) or your exchange will be shipped at no extra cost.
  • It usually takes 7-10 working days (excluding weekends and bank holidays) once the return has been received for a refund or an exchange to be processed.
  • We do not offer free returns at the moment and recommend using a ‘signed for’ service to send your goods back. Unfortunately, we cannot be responsible for anything that does not arrive.
  • You will find your returns slip in with your order. If you cannot find this or have misplaced the slip, please get in touch with our Customer Services Team. 
  • Refunds of international customs duties and sales taxes (if applicable) are excluded on shipments outside the EU.
Faulty Items
Returns of faulty items are complimentary. Please get in touch with our Customer Services Team if your goods are faulty. 

Please note: we perform routine checks on all items that are returned to us as faulty. If the item(s) returned are not deemed to be faulty, you will be charged for the return cost and a refund/exchange will not be issued. 

 

Please send all returns and exchanges to this address: 

Hell Bunny Returns
Popsoda Ltd.
48-50 Fowler Road
Hainault Business Park,
Ilford
Essex
IG6 3UT

Ensure you return your items using a trackable service.

Please Note: If you are returning outside of the UK please add the original Waybill Number (tracking number) to the invoice to notify UK customs that your parcel is a return

If you have any problems please do not hesitate to contact our Customer Services Team on +44 7783 757 331 or using the messenger widget on site.  

Where is my refund or exchange?

We ask you to allow up to 10 working days from the receipt of goods for a refund or exchange to be processed, we will be in contact if we need any further information.

Where’s my order?

Haven’t received your order on time? Don't worry... contact our friendly Customer Service team using the messenger widget on site. 

Help… the item is out of stock!

Due to the popular demand of Hell Bunny products, some styles in certain sizes will appear out of stock. We regularly replenish stock, so do check back from time to time.

Make sure you're subscribed to our newsletter to receive our back in stock notification emails. Sign up to our mailing list here.

Size Guide

The Hell Bunny team try on each of the styles every season upon arrival and have given you accurate guidelines on sizing and fit. Please find our Size Guide here.

If you have more specific questions concerning sizing, please contact our team using the messenger widget on site. We'd be happy to help! 

Where are Hell Bunny stockists?

Unfortunately there aren’t currently any Hell Bunny shops, but we do have lots of independent retailers selling our goods!

We don't have a list at the moment, however, we usually advise our customers to pop their location and 'Hell Bunny' into a google search. This usually provides a list of all the shops nearby that are stocking our amazing products!

Wholesale Enquiries

Have queries regarding wholesale?

Contact sales@popsoda.co.uk

Button Replacements

Unfortunately, we're unable to hold spare buttons for all our designs which means we cannot send button replacements to our customers. Sorry!

Subscribe

Subscribe to our mailing list here to receive Hell Bunny updates and special promotions including 10% off your first order.

How do I unsubscribe from Hell Bunny emails?

Leaving us? :( 

Unsubscribe from Hell Bunny emails via the ‘Newsletter Subscription’ section in your Hell Bunny account. 

You can also unsubscribe from our emails using the link at the bottom of each email we send to you.

How do I update my marketing preferences?

You can update your marketing preferences via the ‘Newsletter Subscription’ section in your Hell Bunny account.

I’m having issues with your website

Running into difficulties whilst using our site?

Contact our Customer Service team via the messenger widget.

Whoops… I’ve forgotten my password

Fret not! If you have forgotten your password, follow the ‘forgot your password link’ here.

Do Hell Bunny sell Gift Cards?

Yes! Treat yourself or a loved one and purchase a Hell Bunny gift card here.

Terms & Conditions 

  • Our gift cards are redeemable online only and are available as E-gift cards sent via email. Gift Cards are redeemable for one year, from the date of purchase
  • You can purchase our gift cards in different currency amounts (pound sterling, euro, Australian dollar, and US dollar)
  • You have the option to select a specific date and time for delivery of the email containing the gift card to the recipient 

How much do I have left on my Gift Card?

You can check the balance of your Gift Card via the ‘Gift Card’ section in your Hell Bunny Account.

Will my refund go back on to my Gift Card?

Yes, returns of items purchased with a Gift Card will be refunded onto the original payment Gift Card.

If you used more than one payment method for a purchase, we will refund the Gift Card amount first and then refund the outstanding balance you are owed on to the other payment method.

Can I part pay with Store Credit?

Yep! If the value of your purchase is less than the value of the Store Credit, your spend will be deducted and the remaining balance can be redeemed when you next make a purchase. Purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the balance due.

What happens if I return something I purchased with Store Credit?

If an Order made using Store Credit is cancelled or returned, the portion of the purchase made via store credit will be restored to your account only, and not refunded as cash.

Store Credit Terms and Conditions

Store Credit can be redeemed for goods and/or services at www.hellbunny.com only.

Store Credit is valid for 12 months from the date it is issued. Any unused Store Credit will not be redeemable after 12 months. The validity date cannot be extended.

Once Store Credit has been issued, the value cannot be changed to a cash refund.

Store Credit does not accrue interest.

Store Credit can only be used on orders associated with your original account or email address. Store credit cannot be transferred to another person or account.

Hell Bunny will not be responsible for any lost Store Credit

We reserve the right to correct the balance of your store credit if we believe that a clerical or account error has occurred.

Taking care of your Hell Bunny clothes

Please find specific care instructions for each Hell Bunny item in the ‘Details’ section on our product pages.

Privacy Policy & Cookie Info

Privacy Policy

Hell Bunny Ltd has always done everything possible to protect your personal information. The latest legislation regarding the safety and protection of your data online will help to make your interaction with all reputable websites as safe as possible and the Hell Bunny website is no exception. This Privacy Policy is updated regularly to ensure that your data is kept safe and you get every opportunity to manage the data you give us, check in on our policy as often as you like and be completely deleted from our records if you choose.

This policy will explain how we collect data when you communicate or make a transaction with us. Whether you are a regular customer or a one-off visitor, it gives you an explanation of everything we do or don’t do with your details. It’s a long read but will reassure you that your information will be safe with us.

WHY DO WE STORE YOUR DETAILS?

Retaining some of your information allows us to personalise our service to you, such as being able to recommend things you might like based on your previous purchases, letting you know about special offers and sales or giving you a preview of new styles that will be arriving shortly. Added to that, your shopping experience will be quicker and smoother if we already have some of your details on our system. But remember, we can always erase anything we have about you if you wish; you just have to let us know.

YOUR INFORMATION – WHAT WE COLLECT, WHEN AND WHY

When you interact with us, we gather things like your name, your email details, delivery and billing addresses, phone number etc.. This might be when you place an order, create an account, sign up for a discount or a newsletter or enter one of our competitions.

We use your data for the following purposes:

Name & Address – to send you your purchases.

Email address – to send you order confirmations, updates, delivery progress and refund updates. We would also use your email address for marketing bulletins, newsletters etc. if you opt-in to receive these.

Phone number – to send update texts regarding delivery information. We will never use your phone number for any other purpose.

Password – this is your unique security to access your account, your orders, your account preferences and to enable you to edit as and when you wish.

When you visit our website, we use cookies which automatically collect your internet protocol address which generates a log file. (See more about cookies below.) This information is used by our technical team to manage the site generally and find out how people use the site, how they arrive at the site, whether there are any issues with the layout or functionality and generally help them hone the hellbunny.com experience, without looking at anyone’s individual details.

Rest assured, we only look at your information that’s necessary to carry out our business, and deliver the service you’ve requested. We also keep details of anyone you send a hellbunny.com gift to, but those details are never used for marketing materials.

You can always choose to unsubscribe or restrict the information you supply to us. This will mean that you don’t receive notifications, offers or newsletters. See more information about how to unsubscribe below.

When you make a purchase from us, we will only ever hold the minimum details required in order for you to reference back to a purchase, and we cannot access your payment method as soon as the transaction has been completed. These minimal details will be deleted once we believe you would no longer wish to refer to that purchase (typically about three years). When you place an order, your payment is processed via a third-party company, either Pay Pal or Stripe and they control that payment data.

We will send you, from time to time, service emails which are designed to give assistance following your interactions with the website. These are personalised emails, specifically for you and separate from our newsletters. If you wish to stop receiving these, you can unsubscribe by clicking the link provided at the base of each email.

If you use social media, such as Facebook, Instagram, Twitter etc., we might occasionally use information available from those external sources to show you ads we think will be relevant to you, based on your interaction with us. This only happens if your security settings permit it and although there is no escaping ads on these platforms completely, you can manage what adverts are shown to you in your privacy and ad settings within your social media accounts.

WHAT WE DO WITH YOUR INFORMATION

Keeping limited information about you and your preferences, allows us to offer the smoothest possible service when you visit our site or communicate with us. For example, this could be placing an order, querying something through customer service, or us sending you a discount code or promotion. It also allows us to speed up payments as we are able to quickly establish we know each other and have transacted before. If you do order from us, your data allows us to keep you up to speed on where your order is and arrange a delivery or return. Certain details you share with us enable us to tailor make our communications to you and make sure we are telling you about things we believe you are interested in.

Lastly, knowing about our genuine customers, helps us detect and reduce fraud and credit risk.

We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication (with your consent), surf the website, or use certain other site features in the following ways:

  • To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.
  • To allow us to better service you in responding to your customer service requests.
  • To quickly process your transactions.
  • To administer a contest, promotion, survey or other site feature.
  • If you have opted-in to receive our e-mail newsletter, we may send you periodic e-mails. If you would no longer like to receive promotional e-mail from us, please refer to the "How can you opt-out, remove or modify information you have provided to us?" section below. If you have not opted-in to receive e-mail newsletters, you will not receive these e-mails. Visitors who register or participate in other site features such as marketing programs and 'members-only' content will be given a choice whether they would like to be on our e-mail list and receive e-mail communications from us

SAFE & SECURE

hellbunny.com. will never share, sell, rent or trade your personally identifiable information to any third parties without your prior consent.

Our networks are all secured and your personal details are contained within these networks. Access is only given to a small number of people who need to see it in order to fulfil your requests.

It is sometimes necessary for us to allow another company to access your data in order to perform services on our behalf – this could be a payment platform (as we use payment experts rather than process your financial transactions ourselves) or a delivery company. We make sure anyone who provides a service for hellbunny.com. enters into an agreement with us and meets our standards for data security and they commit to not using your data for anything other than we have requested in order to complete our service to you.

If we ever run a competition via a third party organisation or advertise, we will only involve your data if you have agreed to that. The organisations we use are always selected with the most care to ensure they operate completely within the guidelines specified by the relevant authorities and have the same level of security and integrity that we do.

Like all organisations, Hell Bunny LTD is bound by the law and if required to do so (for example, when requested by the police or a regulatory or government authority investigating illegal activities) we would have to share your information.

Hell Bunny LTD. is not responsible for the privacy notices and practices of other websites even if accessed using links from www.hellbunny.com and we know no organisation can promise 100% security as we cannot anticipate what advances there will be in unscrupulous computer hacking, viruses etc., but you can rest assured that hellbunny.com will operate to the highest possible standards and endeavour to protect you. It is recommended that you check the privacy policy of each website you visit.

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.

COOKIES

www.hellbunny.com operates on a secure web server which automatically records your public internet protocol ('IP') address and also generates a log file.

A cookie is a small file of letters and numbers sent to your computer when you visit a website. If you visit the same website again, the information stored in the cookie can be retrieved to notify the website (and only that website) of your previous activity. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

Cookies cannot be used by themselves to identify you.

Cookies cannot give us access to your computer or to information beyond what you provide us.

Cookies will not damage your computer.

Hell Bunny website uses cookies to help you log in more quickly and match your preferred interests with ease.

You can easily control and disable cookies. For more information visit the following external links: www.aboutcookies.org.uk and/or www.youronlinechoices.eu

Please be aware that by limiting or deleting cookies you may not enjoy as good an experience on our website or have access to many of our enhanced features.

By using our site, you consent to our privacy policy and the use of cookies.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator or Internet Explorer) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting customer service.

You can view the cookies we collect below

LIST OF COOKIES WE COLLECT

The table below lists the cookies we collect and what information they store.

COOKIE name COOKIE Description
CART The association with your shopping cart.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
COMPARE The items that you have in the Compare Products list.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
POLL The ID of any polls you have recently voted in.
POLLN Information on what polls you have voted on.
RECENTLYCOMPARED The items that you have recently compared.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS The products that you have recently viewed.
WISHLIST An encrypted list of products added to your Wishlist.
WISHLIST_CNT The number of items in your Wishlist.

WOULD YOU LIKE TO KNOW MORE?

If you would like to see the personal information we hold on you, please drop us a line at help@hellbunny.com and include some proof of your identity.

You have the right to inform us of any inaccuracies or changes, or to restrict or object to the processing of your personal information. Remember at all times, your data is YOURS and we want you to feel in control of how it is used and stored.

If you have an account with us, you can amend your personal details and email contact preferences at any time, just sign in on the www.hellbunny.com and select ‘My Account’ at the top of the page.

We will keep your information only for as long as is reasonably necessary for the purposes set out in this privacy notice and to fulfil our legal obligations. We will not keep more information than we need. The retention period will vary according to the purpose, for example if placing an order we will typically keep your data for up three years, whereas when registering for our newsletter we will continue to hold your data until you unsubscribe.

YOUR RIGHTS

Under the Data Protection Act and the General Data Protection Regulations, you have many rights to enable you to control how organisations use and control your data. These include:

  • The right to be informed
  • The right of access
  • The right of rectification
  • The right to erasure
  • The right to restrict processing
  • The right to data portability
  • The right to object
  • The right not to be subject to automated decision-making including profiling

We hope that our Privacy Policy has explained how we work to ensure all your rights are adhered and respected.

You also have the right to lodge a complaint with the supervisory authority, The Information Commissioner’s Office. Contact details and further information on data protection regulations and laws can be found at https://ico.org.uk/for-the-public.

HOW CAN YOU MODIFY, REMOVE OR OPT-OUT OF INFORMATION HELD


To modify your e-mail subscriptions, please let us know by modifying your preferences in the "My Account" section. Please note that due to email production schedules you may receive any emails already in production.

To delete all of your online account information from our database, sign into the "My Account" section of our site and remove your shipping addresses, billing addresses & payment information. Please note that we may maintain information about an individual sales transaction in order to service that transaction and for record keeping. This information will not be held for longer than three years.

TO UNSUBSCRIBE

If you wish to unsubscribe from our newsletter and any other contact, you can do so via the manage your setting section in your account.

OUR PROMISE TO YOU

No organisation can promise 100% security as we cannot anticipate what advances there will be in unscrupulous computer hacking, viruses etc., but you can rest assured that Hell Bunny will operate to the highest possible standards and endeavour to protect you.

LET US KNOW

If you have any comments or concerns about this policy or any other area of our website, please click here to send us your feedback. We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue.

TERMS AND CONDITIONS

Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website.

UPDATES TO THIS POLICY


Any changes made to this policy will be posted on this page.

This policy was last modified on the 20th October 2020

Couldn't find what you were looking for? 

Do you have a question about Hell Bunny Clothing? For the fastest response please get in touch directly using the messenger widget.

Alternatively, you can message us through our Whatsapp business number on +44 7783 757 331, please have your Order Number and Issue ready. 

Unfortunately, we're unable to take orders over the phone, if you're having issues with placing your order please get in touch.

Copyright © 2020 Hell Bunny Clothing. All Rights Reserved.