We're Here to Help
On this page you’ll find answers to frequently asked questions about shopping at passionbugs. If you can’t find an answer to your question, you can get in touch with our friendly customer service team using the details further down this page. We’re always happy to help.
Frequently Asked Questions
From placing an order to returning a product, we’ve got your back. Below you’ll find answers to common questions about shopping at passionbugs.
What delivery options do you offer?
We offer a range of tracked delivery services…
Where's my order?
Use our handy order tracking tool to find out…
How can I return a product?
It’s quick and easy to return a product to us…
Help, my toy isn't working!
Check out our helpful troubleshooting tips…
Delivery and Packaging
What are the delivery options and costs?
We offer a range of delivery options which vary in cost depending on how quickly you’d like to receive your order. Free delivery is available on all orders over £40. You can see all of our delivery options on our Delivery Information page.
You’ll always be able to choose your preferred delivery option and see its cost before placing your order.
Which countries do you deliver to?
We deliver to all UK addresses. We do not currently offer delivery to any address outside of the United Kingdom. All orders are dispatched from our UK warehouse.
Will I be able to track my order?
Yes, all our delivery options come with door-to-door tracking as standard. When your order is dispatched, you will receive an email containing your tracking number and a link to the courier’s tracking website.
If you would like to track an existing order, visit our Order Tracking page.
Is your packaging discreet?
Yes, absolutely. We send all orders in completely plain packaging so that no one will know what’s inside. You can see what our packaging looks like on our Discreet Packaging page.
What if I'm out when my order arrives?
If you’re not in when the courier attempts to deliver your parcel, they’ll leave it in a safe place. If a safe place isn’t available, the courier will leave a card with instructions on how to collect your parcel or arrange a redelivery. The courier will then hold your parcel for up to 18 days. If it isn’t collected or redelivered during that time, your parcel will be returned to us. If you choose to collect your parcel, remember to take your collection card as well as a form of valid photo ID registered to the delivery address.
Tracking says parcel delivered but I haven't received it
If your Royal Mail tracking link shows that a parcel has been delivered, but you haven’t received it please:
- Check with your household to see if someone else has taken the parcel in on your behalf
- Check with your neighbours to see if they have accepted your parcel
- Check the external area around your property to see if Royal Mail have left the parcel outside
If you are unable to locate the parcel then you can contact Royal Mail directly 0345 7740740.
Alternatively please allow 5 working days and contact us. Please note we are not able to raise an investigation with Royal Mail until 5 working days have elapsed. But we will then do everything we can to help.
Orders and Payment
What payment options are available?
We have a range of payment options to suit everyone. You can pay for your order using a debit or credit card – we accept Visa, Mastercard and American Express. You can also pay using PayPal, Apple Pay, Google Pay or Amazon Pay.
Looking to spread the cost of your order? You can also pay with Klarna, Clearpay and PayPal Pay Later.
Read about all the payment methods we offer on our Payment Options page.
Can I modify an existing order?
If your order hasn’t been dispatched yet and you’d like to make a change to it, please contact us as soon as possible. Our friendly customer service team will be happy to assist with adding or removing products from your order.
We’re unable to make changes to orders once they have been dispatched. However, you are welcome to place a new order for any additional products you wish to purchase, or you can initiate a return for any products you no longer want.
Can I cancel an existing order?
If your order hasn’t been dispatched yet and you’d like to cancel it, please contact us as soon as possible. At your request, our customer service team can cancel your order and issue a refund to your original payment method.
We’re unable to cancel orders that have already been dispatched. However, you can return any products you no longer want once you have received your order. Please visit our Returns and Refunds page for more information.
How long do I have to return a product?
If you change your mind about a product, you have 60 days from the date of your order to return it. Returned products must be unopened, unused or unworn and have their original packaging or tags intact. To return a product, complete our returns form.
All products are also covered by our 12-month product warranty. If something goes wrong with your product within 12 months of purchase, we’ll replace it free of charge.
How long do refunds take?
If you’re returning a product to us, we’ll process your refund once we’ve received the product. If you’ve requested we cancel your order, or modify it in a way that results in a refund, we’ll process your refund the same day.
Depending on which payment method you used to place your order, it can take up to 10 working days for the refund to reach your account and appear on your statement.
Privacy and Security
Is it safe to order online from passionbugs?
Yes, absolutely. Your connection to the passionbugs website is secure and any information you share with us is encrypted prior to being sent. Read more about how we keep our website safe on our Online Security page.
What is your Privacy Policy?
Our Privacy Policy explains how we use any personal information you share with us and what we do to keep your information safe. You can read the policy in full on our Privacy Policy page.
How will passionbugs use my data?
Your privacy is of the utmost importance to us and we have strict controls in place to protect any information you may share with us. We will never, under any circumstances, sell your data to a third party.
If you opt in to receive marketing communications from us, we will only use your data for our own marketing purposes. For example, we may send you a discount code after signing up to receive marketing emails.
To find out more, please read our Privacy Policy, Cookie Policy and full Terms and Conditions.
How can I opt-out of marketing emails?
We will never opt you in to receive marketing emails without your prior consent. If you previously opted in but have since changed your mind, you can opt-out using the Unsubscribe link at the bottom of every marketing email we send.
Alternatively, contact us and our friendly customer service team will remove your email address from any marketing lists you previously subscribed to. You can always opt back in should you change your mind.
Can I request a copy of my data?
Yes. If you’d like to request a copy of your data, please contact us. After verifying your identity, our friendly customer service team will be happy to send you a .zip folder containing all known data we hold for you.
Contact Us
Can’t find an answer to your question? Contact our friendly customer service team. We’re available via live chat and email to assist with any query you may have.
