FREQUENTLY ASKED QUESTIONS

Questions about returns:

1.1. May I return a product?
Of course, please find the instructions at this link: Returns Policy.

1.2. May I change a product I bought?
No, we do not organize product exchanges. The refund will be issued as soon as we receive the goods you returned. In the meantime, you can place a new order and purchase one or more alternative products. This way, the second order will leave our warehouse immediately, and you will receive the new product more quickly.

1.3. The product I received is defective: what should I do?
Send us an email at support@bananafingers.com and specify your order number, purchase date, and the issue you have with it. Please also attach one or more pictures of the product. Our customer service will contact you soon.

 
Questions about orders:

2.1. Are the prices I see on your website net or gross?
Prices displayed are inclusive of VAT if you are viewing from the EU. If you are ordering outside of the EU, the prices on the website are exclusive of VAT. Any tariffs, taxes, and duties that may be imposed to clear the goods once they arrive at their destination are not included and will be charged to the customer.

2.2. What is the expected delivery time for my order?
We will ship as soon as all the products you ordered are in stock. Please find all the information you need about shipping costs and delivery time at this link: shippings-cost-estimated-delivery-date.
We manage orders until 5.30 pm CET: if you place your order later, we will see it on the next working day.

2.3. May I add products to my order?
Yes, send us an email at support@bananafingers.com asking for the order cancellation. If it has not been readied yet, we can refund you the total amount, so you can place a new order and get the products you need.

2.4. May I cancel my order?
Please contact us immediately at support@bananafingers.com and specify your order number.

• If your shipment has not been readied yet, we can cancel it wholly or partially.
  If you already paid by credit card or PayPal, we will refund you immediately to the same account.
  If you paid by bank transfer,r you will need to communicate your order number, a valid IBAN, and the account holder where we can refund the amount.
  If you placed your order, but you still have not paid, do not pay. It will be enough to request the cancellation.

2.5. I would like to buy a product, but I cannot find it in your catalog: what should I do?
Send us an email at support@bananafingers.com specifying which product you need. We will let you know whether we can get it for you, when, and at what price.

 
Questions about shipments:

3.1. How much does my shipment cost?
Please find the information about shipping cost and expected delivery date at: Shipping Information.
Shipping costs do not include tariffs, taxes, or customs duties that may apply upon arrival.

Exception for US customers: the final costs also include customs duties or tariffs.

3.2. I placed my order,r but did not get my tracking code.
The tracking code will be sent as soon as the shipment leaves our warehouse. If you have not received it yet, it means we have not sent the goods yet, probably because we are still waiting for some products from our supplier.

3.3. Why does my tracking code not work?
The tracking code activates around 8:00 pm after the shipment has left. Please try again later.
If it still does not work the next day, contact support@bananafingers.com

3.4. I gave the wrong address for my order. May I update it?
Contact us immediately at support@bananafingers.com. If the shipment has not left yet, we can change the address. If it is already on its way, we cannot change it.

3.5. What happens if the courier cannot deliver my package?
Delivery by UPS: if the courier cannot deliver your parcel, it will remain at the closest Access Point for ten days with no extra charge.
If the parcel is returned to our warehouse, you will be charged shipping costs, tariffs, and duties.

 
Questions about payments:

4.1. Which payment methods do you accept?
We accept:
• Credit cards
• PayPal
• Bank transfer

If you pay by bank transfer, we will only process your order once the money arrives, which may take a couple of days.

4.2. I need an invoice for my order on EpicTV. Is this possible?
Yes. We always issue invoices for orders from outside the EU. You will receive it once your order is confirmed.

4.3. What are your bank details?

Account holder: LDR S.P.A.
IBAN: IT53N0200811820000106108474
SWIFT code: UNCRITM1M57
Bank address: Via Cesare Battisti, 10, Vicenza 36100 (VI)

4.4. Do I have to send you the receipt for my money transfer?
No. Please do not send any receipts.

4.5. How much time do I have to complete the payment?
Payment must be received within 30 days from the order date, or it will be automatically canceled.