Shop support

Cancel or amend an order


Cancelling an Order

You have the right to return your order within 14 days of receipt. To return your order please contact us using this form. We will issue a refund for the price you paid for the products as soon as possible and in any event within 14 days of our receipt of the returned merchandise. We will inform you by email when we refund you. All refunds will be made using the same method originally used by you to pay for your purchase. We will only credit the debit or credit card used to make the original purchase.

Please note that you are under a legal duty to take reasonable care of the products while they are in your possession. If you fail to exercise such reasonable care, we may, depending on the circumstances, have a right of action against you for breach of legal duty. Failure to exercise such reasonable care may, depending on the circumstances, be demonstrated by your failure to include all of the product´s instructions, documents and wrappings when returning the product, the product being damaged or not in the same condition as you received it.

Amending an Order

If you'd like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address or remove items from your order, please contact our Customer Service Department on (800) 370-3740 between 08:30 and 17.00 EST Monday to Friday (excluding public holidays) or contact us online.

If you need to return your product please follow our Returns procedure.

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Delivery

We offer one standard UPS delivery service which is free of charge. We can only deliver to the Continental USA.

Products

Standard deliveries are estimated to arrive within 3/5 working days after the order has been shipped (excluding public holidays).

Our chosen courier for products is UPS, and you can track your order through the My Account section of our website or the link provided in the dispatch email. More details are provided in the next section – Track your order.

Accessories

Orders will be shipped by either UPS or the US Postal Service First-Class Mail and will arrive 3/5 working days after your order has been shipped (excluding public holidays).

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Track your order

To check the status of your order, just sign into the My Account section of our website. Click on the link ‘View your orders’.

  • Pick In Progress means your order could be at any point between the warehouse receiving it and dispatching your goods.
  • Shipped means your order has left our warehouse. You'll receive an email confirming dispatch. You can track your order directly through the UPS website by clicking on the link through the dispatch email you received or on the order through the My Account section of the website.

Please note, in most cases, you will only be able to track your order for products and not accessories.

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Shopping with Us

Billing Addresses

For card verification, you must enter the billing address exactly as it appears on your card statement. At this time we cannot accept APO/FPO or PO Boxes as a billing address.

Payment Methods

Bowers & Wilkins accepts the below credit and debit cards. We take security very seriously and all credit and debit card information that is transmitted from your computer to our systems is encrypted using the latest Secure Socket Layer (SSL) security.

Cards
Phone support

All products purchased from the shop are covered by Bowers & Wilkins telephone support service for the full duration of their two-year warranty.

The telephone support service comprises telephone advice and guidance in relation only to set-up and installation problems, and associated usability issues.

The telephone support service is available between 08:30 and 17:00 EST Monday to Friday (excluding public holidays) by calling (800) 370-3740. This is a free phone number when calling from the Continental USA.

You can also receive additional product support by visiting our support site.

Warranty

All products purchased from the shop carry a Bowers & Wilkins two-year limited warranty against defects in materials and workmanship.

All accessories purchased from the shop carry a Bowers & Wilkins 90 day warranty against defects in materials and workmanship.

View our complete Warranty Policy.

Contacting us

You can contact by visiting our contact us page or for additional support please visit our support site.

Your account

To find out more information on your past orders, please sign into your account here.

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Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order online by logging into My Account. If your order has been despatched but hasn't arrived within the expected time period, please call our Customer Service Number on (800) 370-3740 between 08:30 and 17.00 EST Monday to Friday (excluding public holidays), or send us an email through our support site.

If you've more than one item in your order, please bear in mind that products may arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please call our Customer Service Number on (800) 370-3740 between 08:30 and 17.00 EST Monday to Friday (excluding public holidays), or send us an email through our support site.

If your order arrives and the goods are damaged, follow our Returns procedure.

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Returns procedure

In all cases, please telephone us on (800) 370-3740 between 08:30 and 17.00 EST Monday to Friday (excluding public holidays), or email us to arrange a return.

1. Returning a faulty product
  • If you believe your product is faulty, please check our support guide for set-up advice before returning it to us.
  • If you still believe the product is faulty, please call or email us using the above contact details within 28 days of receiving your product.
  • You will be sent by email an RMA (Return Material Authorisation) confirmation.
  • We will send you via email, a pre-paid UPS return label with instructions. You should receive this email within 3 working days.
  • This will enable you to arrange a collection directly with UPS couriers from an address and on a date that it is convenient for you.
  • If you have requested a replacement product, this will be dispatched on receipt of the faulty product and dispatched to the original shipping address. You will receive an email confirming dispatch when this process has been successfully completed.
2. Returning an unwanted product
  • If you decide your product is not for you, you can call or email us using the above contact details within 14 days of receiving your product.
  • This applies to all products except C5 in-ear headphones which make intimate contact with the body once the box seal has been broken.
  • You will be sent by email an RMA (Return Material Authorisation) confirmation. The bottom of this document is a returns address label which needs to be attached to the outside of the box.
  • It is your responsibility to arrange shipment, prepay any shipping charges and insure the shipment or accept the risk if the product is lost or damaged in transit.
  • We recommend using a courier such as UPS or FedEx who can provide tracked delivery. In the event of a lost/damaged shipment it will be your responsibility to resolve directly with the courier.
3. Returning an opened Accessory
  • We cannot accept returns on accessories which make intimate contact with the body once the packet seal has been broken – but if you believe the accessory you purchased is faulty, please let us know within 90 days of purchase so we can send you a replacement.
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Refund policy

All products must be returned in good condition, in their original packaging with all the contents included to qualify for a refund. It is your responsibility to ensure the returned product is packed correctly.

Once your product has been received by us and verified that all the above conditions have been met, your original payment card will be refunded in full. You will receive an email confirming when this process has been successfully completed.

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Repairs

All products purchased from the shop carry a Bowers & Wilkins two-year limited warranty against defects in materials and workmanship.

Should a fault develop after 28 days, the product can be returned for repair under the conditions of its warranty.

Please telephone us on (800) 370-3740 between 08:30 and 17.00 EST Monday to Friday (excluding public holidays), or email us to arrange a repair.

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Security and Privacy

Security Information

We take security very seriously and all credit card information that is transmitted from your computer to our systems is encrypted using the latest Secure Socket Layer (SSL) security.

View full privacy and security information

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