When is the shop open/people in the office?
Our shop is open Monday - Saturday 09:30 -17:30 GMT. Sunday's from 11:00 - 16:00 GMT. Our office is open Monday - Friday 09:30 - 17:30 GMT.
I am trying to telephone you and I can't get through or an answer
Calling from the UK - 01603 760055
Calling from the USA - 00 11 44 1603 760055
Calling from everywhere else in the world you will need your country's international dialing code, THEN 44 (the code for the UK) then 1603 760055.
eg: XXX 44 1603 760055
Please note that our office is open Monday to Friday 9:30am - 5:30pm GMT.
We are at least 5 hours ahead of East Coast time (ET) and 8 hours ahead of Pacific Standard Time (PST)
How are goods from Ali Bongo sent?
All of our orders are dispatched either in padded envelopes, polythene mailing bags or cardboard boxes. Neither Ali Bongo nor the contents of the package are mentioned on the package. We do put a return address on all orders as this speeds the return if they are unable to be delivered. All orders sent to anywhere other than the UK will also have the following.
- Customs declartion with value, customs code and brief description - It will say water pipe not bong for smoking, paper booklets not skins etc.
- This has our company info on, not Ali Bongo
My order was place on Friday afternoon but has not been dispatched and it is now Sunday.
We have postal collections Monday-Friday and have a cut off time of 15:30. If your order is placed after 15:30 on a weekday it will be dispatched the following day provided the goods are in stock. If the order is placed after 15:30 on a Friday it will be dispatched on the Monday, again providing the goods are in stock.
What is the latest time that I can place an order an expect it to be dispatched the same day?
As long as the goods are in stock any order received up until 15:00 GMT will be dispatched the same day. This applies Monday - Friday. All orders placed after this time and during the weekend will be dispatched on the following Monday.
I have ordered something that isn't permitted in my country and it has been stopped by customs.
If the goods are returned to the UK, the goods will make their way back to us (this can take some time). Once they are received back we will contact you and you can either choose some different products or have a refund for the value of the order minus the shipping charges.
If the goods are not released by customs unfortunately there is nothing that we can do. We are unable to advise on international law and you must confirm that the products that you are ordering are legal for you to import before you confirm the order. We will not accept any responsibility if you break your own countries laws.
The value of my order was $50 but I only had $45 debited from my account?
We are a UK based company, we trade in GBP, so our site displays in GBP as a base currency, all other rates are guides. The rate that your bank offers you and the live rate at the time may not exactly match the rate that our site dispalys when viewing in any currency other than GBP. This means that on some occasions you will pay slightly less and on other you may pay slightly more. For an up to date exchange rate at the time of placing your order you can check the live rates here.
I have funds on my card but the payment will not go through.
Firstly check all your details are correct including the correct billing address. Sometimes with international customers placing orders it is necessary to contact your bank and authorise them to allow you to use your card for oveseas transactions.
Will Ali Bongo appear on my bank statement if I pay by card?
Any payment made via card on our site will show on your Statement as alibongo.co.uk
I have made a Bank transfer how long will it take to arrive in your account?
UK - If both your bank and our bank have signed up together for the faster payment service then a payment can be transferred the same working day. Until about 14:00 GMT. If not then it can take around 3 working days.
Non-UK - Payment usually arrive within 5-7 working days. We do receive notification of funds being transferred but there is no confirmation of details until around the 5 working day.
In either case please ensure you email us to confim you have made payment.
Please only add your order number as reference. Do not mention Ali Bongo
What methods of payment are available when I have placed an order.
Credit cards: We accept all visa branded debit and credit cards. Currently we do not accept Mastercard.
Bank Transfer: When you have placed and order and selected bank transfer you will receive an email send with our account details on. Please only include your order number as a reference, and remember to email us to confirm you have made payment.
Postal order: After you have placed an order and chosen this method of payment we will forward the relevant payment details to you (please bear in mind this is only for UK orders).
Please contact us on 01603 760055 for other possible payment options.