FAQs

Frequently Asked Questions

 

Please find below typical questions some of our customers may have. If you can not find the answer you are looking for please get in touch via email customerservice@beggandcompany.com and a member of the customer service team will be happy to assist you.


 

Is Shipping Affected? 

We are monitoring the situation very closely and will be updating this section of the site daily if any changes are in effect. Currently, UPS are running their regular service, however, they have informed not to send any parcels to office buildings or shops. With this in mind please ensure all deliveries are sent to a home address. There has been some reports that shipments are experiencing slight delays, especially in Japan.

 

When Ordering: 

When you are placing an order please ensure you use an up to date phone number so UPS or ourselves can contact you if we are having any issues with your delivery. By having your number, UPS can also send regular updates on your delivery and will allow you to better track when you can expect your parcel. 

 

Visit the UPS website here: https://www.ups.com/gb/en/service-alerts.page?id=alert1 This site is getting updated regularly and is the best source for finding out information about the delivery of products. There is also a list of areas that are currently experiencing difficulties with parcels getting to customers. 

 

If you have any questions get in touch via LiveChat, email or pick up the phone and a member of our team are happy to help.

How long does shipping take?

We aim to dispatch orders within 2 working days. Orders are shipped on weekdays (Monday – Friday) only, not including bank holidays or any other holiday periods specified by us.

Any orders required for same-day dispatch must be received before 12 noon.

Europe: 3-7 working days

Rest of the World: 7-10 working days

This does not apply to personalised/monogrammed items which will take longer. If you have any queries regarding this please get in touch with our customer service team customerservice@beggandcompany.com


Where can I track my order?

All our orders are dispatched on a UPS courier service which will require the goods to be signed for, so you may prefer to specify a business address when ordering, but please note that we are unable to change the delivery address once an order has been placed. A card will be left by the courier to re-arrange delivery should there be no-one home.

Please check your emails including your junk folder for your tracking number. You can track your order via this link: https://www.ups.com/WebTracking

Please note, we are unable to deliver to PO boxes.


Import Duties

Please be aware that customers are responsible for payment of any local customs charges/duties in the delivery country.


Packaging 

Please see below a list of how our products are shipped. If you have any questions regarding packaging please get in touch. 

Envelopes: Jura, Staffa, Magellan, Washed Items, Fiji, Beauforts, Milos and Hats (you can request a gift box if required)

Small Box: Wispy 70x70

Scarf Boxes: Cashmere 36x183, 73x183, Filagree and Wispy 

Throw Box: Vale Float, Rona Washed, Jura, Cashmere and Stoles

Blanket Box: Interior collection

 

Update

Due to the current circumstances surrounding Covid-19 we are extending our current return policy and allowing customers 30 days to return goods from the day they receive their parcel. If you have any questions please get in touch with our customer service. 


How do I return my item?

If for any reason, you are not entirely satisfied with your Begg x Co product you can return it to us within 14 days as long as it is unworn and still in the original packaging with any labels, swing tags, etc attached.

To return your order you must notify us in writing at customerservice@beggandcompany.com within 14 days of receipt stating your name, address, order number and reason for the return. After receiving our confirmation you can return the goods to us. Begg x Co reserve the right to refuse any goods returned outside the time limit stated.

 


Who pays for the returning items?

Goods are returned at your own expense. We recommend that you obtain proof of posting and retain this until the refund has been processed. Begg x Co are not responsible for any lost returns or liable for any duties or custom charges incurred in returning products to us.


When will I get my refund?

On receipt of the returned goods, we will refund to the original method of payment the full price paid for the items returned to us, providing they are found to be in a saleable condition. Postage on returns, refunds and exchanges will not be refunded unless the item is defective.


Can I return a personalised/monogrammed item? 

Unfortunately, personalised/monogrammed items are non-refundable.

Item is out of stock

If you come across an item you like but it reads out of stock, please get in touch with a member of customer services to find out if it will be restocked customerservice@beggandcompany.com 


What is the sizing of the product?

You will find measurements for each product in the description to the right-hand side. If you are purchasing knitwear you can find a sizing tab above the help bar on the product page. If you have any further queries about sizing please get in touch via our live chat function or via email.   


My scarf is pilling or going fuzzy

Unfortunately, due to the nature of cashmere being a natural fibre, there will be occasional pilling. You can also care for your cashmere by pressing this with a cool iron over some tissue paper.

If you wish, you can send it back here and we can have our quality team look at this for you.

How can I personalise my purchase?

We offer a monogramming service on all scarfs. Fill out the monogramming box on the product page with what you would like on the scarf. You can monogram up to 6 characters. If you have any more questions or requests please get in touch to our customer service team customerservice@beggandcompany.com    


How large is the embroidery on the scarf?

The height of the characters is approximately 10mm and in the Bodini font. This can sometimes vary depending upon the choice of letters, the number of letters chosen and the size of the scarf. We monogram tone on tone with the colours in the scarf you choose, unless stated otherwise.

 

How do you wash the knitwear? 

We would recommend hand washing your cashmere knitwear in lukewarm water using a cashmere shampoo, rinse several times in clean lukewarm water. Gently squeeze to remove excess water, then lay to dry on a flat surface. Iron on a cool setting, always using a damp cloth to protect the fibres from the irons direct heat.

Alternatively, dry clean using a specialist cashmere dry cleaners.

Do not bleach or mix colours when handwashing.


My scarf is pilling or going fuzzy

Unfortunately, due to the nature of cashmere being a natural fibre, there will be occasional pilling. You can also care for your cashmere by pressing this with a cool iron over some tissue paper.

If you wish, you can send it back here and we can have our quality team look at this for you.


How do I wash my scarf? 

All our scarves are recommended as dry clean only due to the delicate nature of the fibres. If necessary, spot clean with a clean, damp cloth and blot, but do not rub as this will cause fibre distortion. Should pilling appear, a cashmere comb can be used to remove any small surface pills.

I just signed up and got a 10% off discount code. How do I use it?

You need to copy the code that is generated after you have entered your email into the sign-up form. You can then apply this to the cart at the payment section. Codes are unique to each customer and each customer can only use a code once. 


The code you gave me doesn't work

Please ensure you are copying the code directly from the email you were sent as each code is case sensitive. If you are still getting an error please get in touch with a member of the team customerservice@beggandcompany.com 

Begg & Co Animal Welfare

Animal welfare and sustainability are very high priorities for us at Begg x Co, as almost all the fibres we use come from animals. We make every decision ethically and with sustainability being at the forefront of our minds.  

The angora fibre in our products is Caregora, where the rabbits are shaved, not plucked. Shaving the rabbits causes the animals no stress or harm.  All standards of welfare for the rabbits meet those defined by DEFRA (the UK Government Department for Environment, Food and Rural Affairs).  Adherence to these standards is certified by SGS, an international certifying organisation. Our sustainability team make regular visits each year to the farms where the rabbits are kept ensuring due diligence on all matters relating to our business and the industry.


Environmental impact

We actively collaborate with a number of partners to ensure due diligence on all matters relating to the textile industry’s impact on the natural environment and work hard to minimise the inevitable risks. If you would like more information on our sustainability policy and activities click here.

How can I pay for my item?

You can pay via the following payment methods: 

Credit or Debit Card (Visa, Mastercard and American Express), Paypal, Amazon Pay, Alipay and Wechat.

We can also take orders over the telephone. If you have any further queries regarding payment please get in touch with our customer service team customerservice@beggxco.com 


Klarna Pay in 3

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Begg x Co and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Begg x Co run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Begg x Co have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Begg x Co from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Begg x Co. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once Begg x Co has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Begg x Co to check on your order and delivery status. You can also contact Klarna’s Customer

Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options

 


Pay Later

How does Pay later in 30 days work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Begg x Co run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as Begg x Co have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Begg x Co. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Begg x Co will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once Begg x Co has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Begg x Co to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information.

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

How can I speak to someone?

If you are still not able to get an answer to your question please do not hesitate to get in touch and a member of our team will be happy to help you. You can get in touch via the live chat function on the website available between 8 am - 5 pm GMT or via the following:

customerservice@beggandcompany.com
Tel: +44 (0) 1292 267615