1. I'm having trouble checking out. My payment isn't going through.
If you're unable to place your order on our website, please try the following steps:
- Remove all special characters (such as / ( & € * # ) from the checkout fields and change all letters to classic Roman letters (u y z c d r s) if needed. Make sure that all mandatory fields are filled in. They will be marked with *.
- Refresh your browser. If any items are sold out during your session, this should now be visible in your cart.
- Use another device. E.g. If you're on a mobile device, please try placing your order from a computer instead.
2. Do you accept alternative payment methods like PayPal or Afterpay?
We accept credit cards, PayPal, Klarna, Afterpay, and other payment methods. If your payment method is not supported by us, please contact us
3. Can I change or cancel my order after placing it?
If you cancel your order within 24 hours of purchase, we will refund you in full. If you decide to cancel/change your order, please submit a help ticket via Contact Us. We will not accept cancellation/change requests if the order has already been shipped.
4. What should I do if my package is lost or damaged during delivery?
If your package is lost or damaged during delivery, here's what you can do:
- Check with the carrier: Sometimes, packages marked as "delivered" may still be on the way or left in a secure location (e.g., with a neighbor or at your local post office).
- Contact us directly: If you've confirmed the issue, please send us an email at support@broncobay.com with the following details:
- Your order number
- A brief description of the issue (e.g., lost package or damaged item)
- Photos of the damaged product (if applicable)
If the package is confirmed lost or damaged, we'll send you a replacement or issue a refund.
5. Can I track my order? Where is my tracking number?
Once your order has left our warehouse you will receive a tracking reference in your shipping confirmation email and you can track your order here to track your order.
If you have not received it and it is not in your spam folder, please contact us so that we can check on the status of your order.
6. Why has my card been declined?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment, then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details are entered incorrectly. Please ensure that in the 'billing address' section, the address to which your bank statements are sent is entered. For full details of why the payment was declined, please contact your card issuer.
7. Size, font, colours, and design choices
You can find our size guide on the product description page of each product. Simply click on the product you are interested in and then click on the little "Size chart" sign.
You can find different product fonts, colours, or design choices in one of the product images, Please scroll through the images to find out.
