Frequently Asked Questions (FAQ)

Account

What do I do if I have forgotten my password?: You can request a password reset by clicking on the *Account Icon* at the top of the page, selecting ‘Sign In’ and then selecting ‘Forgot Your Password?’. Enter your email address and you should receive an email with a link to reset your password.
Are my details safe when shopping on your website?: All transaction information passed between our site and Sage Pay’s systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to us from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to us or Sage Pay’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Orders

How do I place an order?

Choose the product(s) you would like to order by selecting the correct size (if necessary), selecting whether to include batteries or not (if relevant) and clicking 'ADD TO CART'. When you have finished adding items to your cart, proceed to the checkout and use one of the relevant checkout options. Returning customers can log into their accounts using their email address and password. New customers can either quickly checkout as a guest or register themselves by entering their email address and a password of their choice. Simply follow the instructions to complete your secure online payment. If you are experiencing problems whilst trying to place an order with us then please contact our customer service team on +44 (0) 1834 818244 who will be happy to offer assistance. Alternatively, you can E-Mail us using support@bodysocks.ca or use the contact form here.

What payment methods do you accept?

We currently accept payments via Maestro, VISA, American Express, MasterCard and PayPal.

Why has my card been declined?

Firstly, please ensure the card you are using is supported by our payment systems. Then, make sure you have sufficient funds or credit in your bank account. If you have confirmed that you have available funds, there may be an issue with:

Your billing address - is it correct and complete?
Your 3-digit CV2 number on the reverse of your card - is it correct?
Your card's speed limit - have you made multiple purchases elsewhere within a short space of time?

If your card is declined, your bank will be able to advise you as to why this has happened. Alternatively, we do accept PayPal. If you are still experiencing difficulties placing your order then please contact our customer service team on +44 (0) 1834 818244 who will be happy to offer assistance. Alternatively, you can E-Mail us using support@bodysocks.ca or use the contact form here.

Can I cancel my order?

When orders are placed on our website they are processed and dispatched very quickly. To cancel or amend an order please contact us as soon as you can after completing your order on +44 (0) 1834 818244. Unfortunately, once the order has been dispatched, we are unable to amend or cancel this and it will be sent out to you. You will need to return the order in full for a refund.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but on rare occasions we may make a mistake. If you receive the wrong item, please contact us and we will refund you or send you the correct item assuming we still have the product and size in stock (if applicable). We suggest you may want to re-order the item immediately as our stock does sell quickly and when the item is processed we may run out of stock.

There is an item missing from my order.

All our parcels are carefully checked before they leave us but on rare occasions an item may be missing from your parcel. If an item is missing then please contact our customer service team on +44 (0) 1834 818244 who will be happy to offer assistance. Alternatively, you can E-Mail us using support@bodysocks.ca or use the contact form here. We will then investigate this as soon as possible and if necessary, arrange for the item to be sent again. We suggest you may want to re-order the item immediately as our stock does sell quickly and when the item is processed we may run out of stock.

When do you charge me?

When placing an order online, you will be charged after completing the sale. Once it has been dispatched you will receive an email confirming the content and method of delivery for your order.

Whilst we aim to send your entire order in one parcel, this is not always possible. If we do have to make more than one shipment, postage will only be charged on the first shipment and we will only charge you for the items in each shipment as they are dispatched.

Delivery

How will my order be sent to me?: Bodysocks has built up excellent relationships with a range of carriers to offer its customers as wide a choice as possible for shipping and to keep delivery costs low. All delivery options are stated at checkout. At the point of dispatch, you will receive an email confirming the content and method of delivery for your order.
How much is postage going to cost me?: We offer free delivery worldwide! However, we also have a range of delivery options available to offer you a choice of services to suit your individual needs which can be found here.
Can I track my order?: Orders which use our free delivery option cannot be tracked. Orders placed with alternate services will be sent a tracking number with their confirmation email.
How long will my order take to arrive?: Delivery estimates are displayed at the checkout and should be with you on your specified date. Please check out our delivery section to see estimated delivery times for your country.
My order hasn't arrived within the specified delivery time.: We offer several different delivery options, full details of these are available on our delivery page. Each service provides an estimated delivery time and we always aim to deliver your parcel within this time frame. Unfortunately, sometimes orders can be delayed within the courier network or postal service and this could be for many reasons such as public holidays, bad weather or even custom delays for international orders. If you experience a delay with your delivery and the specified time frame suggested on our delivery page has expired, then please contact the customer service team on +44 (0) 1834 818244 who will be happy to offer assistance. Alternatively, you can E-Mail us using support@bodysocks.ca or use the contact form here. Please allow 7 working days for these investigations to be completed.

Returns

How do I return an item for a refund?: If you are not completely satisfied with your Bodysocks order, please contact us within 30 days of your original purchase.
How do I exchange an item?: If you are not completely satisfied with your Bodysocks order, please contact us within 30 days of your original purchase.
I have received a faulty item, what do I do?: We’re sorry to hear there’s been a problem with your Bodysocks costume. We will rectify this for you as soon as possible. Please identify what the fault is and contact us within 30 days of your original purchase.

Our Costumes

Can I order costumes from your website that are not currently in stock?: You can only order items that are currently in stock. However, we regularly restock our costumes so please check back frequently.
How long do the inflatables stay inflated for?: Using our Duracell batteries, the suits will typically stay inflated for approximately 5-7 hours.
How easy is it to visit the toilet?: Most of our suits are easily removed to visit the toilet. Specifically, all of our inflatable suits have a simple drawstring waist which can be unfastened and lowered. Once finished, they can be easily tightened and the suit will inflate back to its maximum capacity.

PayPal

What is PayPal?: PayPal is a secure online payment method, which allows you to pay or get paid quickly and easily without having to share any of your financial information. PayPal remembers your bank details, and keeps them locked up safe - so you don't have to.
How long will it take for my PayPal payment to clear?: PayPal payments usually clear immediately. On rare occasions PayPal payments fail. In these instances we recommend checking your PayPal or credit card account before repeating the purchase process.