Frequently Asked Questions (FAQ)

You are probably here because you want to ask us a question. Your question may have been answered already in our FAQ section. Not the case? Keep Cool! Please feel free to contact our customer service amigos.

General

 

Bamboo

 

Order

 

Account

 

Payment

 

Warranty / Returns

 

Gift Cards / Discount Codes

 

Products

 

Shipment


Is your question not listed here? Keep Cool! Just ask our amigos by sending them an email. You can reach them via info@bamigo.com.

 


 

General


Can I buy Bamigo products at a physical store?
No, all Bamigo undergarments are exclusively available online. The good news is that it enables us to deliver the highest quality for the best price!
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How do I contact the Bamigo customer service?
You can do this by sending an email to info@bamigo.com. We do our best to answer your question within 24 hours. Prefer to get an answer immediately? Our customer service amigos are able to answer your questions on weekdays between 08.30 and 17.30 GMT +1. Call them at 0044 1604 300121.
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How will my complaint be handled?
Not satisfied about something? Share your complaint with our customer service team via email. Our amigos will look at your complaint and will work with you to find a solution.
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Do you also offer bamboo underwear for women?

Not at present, but who knows what might happen in future.
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I no longer want to receive newsletters, is that possible?

Of course! Each newsletter includes a link through which you can unsubscribe. You can also log into your account, then go to newsletter and uncheck the box.
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Bamboo


Where does bamboo come from?

The bamboo Bamigo uses comes from China and India.
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For how long has fabric been made from bamboo?

Scientists at the University of Beijing discovered in 2001 that it is possible to make fabric from bamboo. Compared to the commonly used cotton, bamboo has only been around for a very short time. But because of its unique characteristics bamboo clothing is becoming rapidly popular.
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Are chemicals used in growing bamboo?

No, bamboo grows naturally, all by itself and without the need for pesticides, insecticides or fertilisers. Bamboo doesn't even need artificial watering.
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Order


I placed the wrong order, now what?

We understand that this can happen. Keep Cool! Get in touch as quickly as possible with our customer service amigos. If your order hasn't been sent yet we can still change it for you.
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When will my order be processed?

Your order will be processed immediatley once paid for.
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What size should I order?

Would you like to place an order with Bamigo, but are you unsure about your size? Keep Cool! Bamigo uses standard European sizes so you can order the same size as other renowned brands. Of course you can always view our Size Chart  to make sure you order the right size. 
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Can I track my order?

Have you placed an order on our website? Once we have shipped your order from our warehouse, you will receive a Track & Trace code by email that you can use to track your order.
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Can I pick my order up?

No, this is not possible. But you can rest assured that your order will be processed immediately and will be delivered properly.
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Account


Do I need to create an account to place an order?

Yes, without an account it is not possible to place an order. Keep Cool! Your account information will be treated confidentially, and the advantage of having an account is that you can look back through your order history at any time and view your order(s).
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How do I request a new password?

You can request a new password by clicking on 'forgot password'. Once you have done this you will receive an email from us containing a link to a page where you can create a new password. If this does not work, please get in touch with our customer service amigos and they will be happy to assist you.
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Can I change my password?

You can! Log in with your email address and your current password. You will get through to your personal dashboard on our website. On the left, click on 'account details' to change your password easily.
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Payment


Is my online payment secure?

Absolutely! Our payment methods are just as safe as online banking. We can guarantee safe payment because our payment methods use the same security measures as those used by the online banking systems of banks.
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Can I pay with online banking?

Of course! If you cannot see your preferred payment methods on our website we recommend that you select the correct language in the upper right corner. It may be the case that the website is set to the wrong language by accident.
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Can you see my credit card number when I use it for payment?

Keep Cool, for security and privacy reasons, your credit card number remains invisible to us. So we cannot see it. 
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Why do you ask me for an additional password when I pay with my credit card?

For online credit card payments an extra personal password is needed to prevent fraud. You can request this code from your bank in order to complete the payment.
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Does the method of payment affect the speed of delivery?

All successful payments reach us right away, which means we are able to process them immediately. If you choose to pay the amount by bank transfer it may take several working days before we receive your payment. Once we have received your payment, your order will be processed immediately.
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Do the prices shown on the website include VAT?

Yes, all prices on our website are inclusive of VAT.
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Warranty / Returns


What is the returns or exchange policy?

Very easy! If you log on to our website you can choose 'returns' in your personal dashboard. Have you created a return? You will then receive a confirmation email with a form you can use to send the products back.
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What is the 365-day exchange warranty?

The 365-day exchange warranty makes it possible for you to see if the products you ordered are to your satisfaction and whether you want to exchange them. Please note, it is important that the T-shirts, tank tops, singlets, long sleeve T-shirts, boxer shorts, short boxer shorts or socks are in their original condition. So they cannot be worn or damaged. The product must be returned to us in its original packaging. 
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Are there any requirements to exchange an item?

If the item ordered by you does not fit or the colour is not quite to your liking, you may exchange it. You can exchange the product for a different size and/or colour of the same product.
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Do I pay the shipping costs when I exchange an item?

Yes, any costs incurred for the return of the products are yours. We will cover the rest of the costs! 
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I received the wrong product, now what?

Unfortunately, it may happen that we make a mistake in our warehouse and send you the wrong items by mistake. Should this be the case, please contact our customer service amigos and we will resolve this for you as soon as possible.
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Can I get my money back?

Yes, but only if you return the undamaged items within 30 days. We will then make sure that you receive the money back within 30 days.
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How soon will I receive the new items?

Once we have received your returned item, we will process your return immediately.
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Gift Cards / Discount Codes


I have a Bamigo discount code, how do I use it?

You can activate your Bamigo discount codes on the checkout page. Fill in the code and click on “apply” to activate the code.
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I received a gift card from Bamigo, how do I use it to make a payment?

The gift card codes can be used by filling in the code on the checkout page and then clicking on “apply”. The gift card does not have to be spent all at once. The remaining credit balance can be viewed on your dashboard when you log in. 
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Products


Why are Bamigo products of superior quality?

Bamboo does not like bacteria and does not take on bad smells. All our products have an open structure and hollow fibres, which gives bamboo the super power to absorb water. This textile absorbs as much as 70% more moisture than other textiles. As a result, our products will not stick to your skin in hot weather and in cold weather bamboo is actually lovely and warm.
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How and at what temperature should I wash the products?

All our products can be washed normally, preferably at 30 degrees Celsius and following normal washing instructions. Bamboo is naturally very soft and does not lose this softness. So fabric softener will not be necessary!
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Can you iron bamboo?
Yes, it is no problem at all to iron bamboo, but this is not necessary as bamboo underwear by Bamigo is non-iron!
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Does bamboo shrink?

Bamboo has the same shrinkage as other fabrics. So, not much!
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Can I put bamboo products in the dryer?

No, we do not recommend putting bamboo underwear in the dryer, as this can damage the fibres.
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Will the product range be expanded in the future?

Absolutely! Bamigo is increasingly expanding the product range with different basic items. Furthermore, different colours are shuffled around according to the seasons.
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Shipment


What do I pay for postage and administration?

The costs to send your Bamigo order depends on the country. This cost can be seen when selecting your country during checkout. Is your order more than €75? Then you get the shipping for free.
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How long will it take before I receive the products?

For shipments within Europe this can take 2 to 5 business days if the desired products are in stock. The rest of the world will receive their orders within 5 to 12 business days.
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Can I track my order with a code?

Yes, orders can be tracked with a Track & Trace code. You receive this code once your order has been shipped.
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