FAQs

 

Find answers to some of the most commonly asked questions.  Can’t find an answer? No problems – simply contact us and we will be happy to help.

Orders and Delivery

When will my order arrive?

Deilvery of all our items take up to 14 working days. If you have not received your order within 21 days, please get in touch with our customer relations team on customer.relations@bientu.me who will help with the issue.

Can I cancel my order after I have placed it?

We are very keen to get your order to you at the earliest, and hence our teams start working on your order as soon as we receive it. That said, we understand that you like the flexibility of being able to change your mind and hence for orders placed after 12:00 noon, you should be able to change your order till 12:00 noon the following day and for orders placed in the morning, you should be able to cancel the order till 12:00 noon the same day.

Can I change my order after I have placed it?

Yes, you can, just cancel the existing order and place a new one.

How long do I have to wait for my refund after cancelling my order?

Your refund will be processed as soon as we receive the returned item intact with packaging and labels. After which it can take anything between a few hours to 3 days for the monies to be cleared. Please see the returns section for more details.

I have received a faulty / incorrect / missing item in my order. What should I do?

Firstly, we apologise for the faulty / incorrect item being sent and for the inconvenience this might have caused to you. Please look at our returns and refunds section for more details

Why have I got a customs notice?

Sorry this has come to you in error. We source the best we can from all around the globe and at times Border Control and Delivery partners can mistakenly pass on the charge to you. You can either pay for the customs charge and send us the proof at customer.relations@bientu.me or just send the customs notice details to customer.relations@bientu.me and we will take care of it.

What discounts do you offer?

We offer multiple discounts and want you to avail as many as possible. The current discounts applicable are :

  1. Subscribe to newsletter – on every item
  2. Student or people working in public services – on every item
  3. Be a fashion influencer – on the current just arrived range. You can avial another discount when the next Just Arrived range goes on sale.
I do not think the right discounts have been applied to my purchase

We are sorry to hear that, please get in touch with our customer relations team and we will sort it out immediately

What payment methods can I use?

We use Worldpay as our payment provider who support a number of ways you can pay. But please ensure that you do not mix payment types as refunds for security reasons will only be made to the mayment method you used during thr order process.

When will my account be charged for a purchase?

Payment will be taken immediately assuming your card in authorised. If your card is not authorised, we will let you knw about it and you can get in touch with your bank / card provider. Please note that if the card is not authorised, we will cancel your order and you will have to place order again with us once you have sorted the issue out with your bank / card provider

Can I get a refund if the prices drop at a later point?

Unfortunately no, the prices move on a regular basis to reflect the market conditions and once an order has been placed, it will be at the price stated with all applicable discounts.

Do I have to create an account with you avail my discounts?

Yes, that is the only way we can identify you and apply applicable discounts. You can check out as a guest, but in that scenario we would not be able to apply the appropriate discounts as we cannot verify who you are.

I have been over charged for my order, what should I do?

We are very sorry that has happened, please get in touch with our Customer Relations team and we will fix the issue immediately.

Payments and Discounts

What discounts do you offer?

We offer multiple discounts and want you to avail as many as possible. The current discounts applicable are :

  1. Subscribe to newsletter – on every item
  2. Student or people working in public services – on every item
  3. Be a fashion influencer – on the current just arrived range. You can use another discount when the next Just Arrived range goes on sale.
I do not think the right discounts have been applied to my purchase

We are sorry to hear that, please get in touch with our customer relations team and we will sort it out immediately

What payment methods can I use?

We use Worldpay as our payment provider who support a number of ways you can pay. But please ensure that you do not mix payment types as refunds for security reasons will only be made to the mayment method you used during thr order process.

When will my account be charged for a purchase?

Payment will be taken immediately assuming your card in authorised. If your card is not authorised, we will let you knw about it and you can get in touch with your bank / card provider. Please note that if the card is not authorised, we will cancel your order and you will have to place order again with us once you have sorted the issue out with your bank / card provider

I have received a faulty / incorrect / missing item in my order. What should I do?

Firstly, we apologise for the faulty / incorrect item being sent and for the inconvenience this might have caused to you. Please look at our returns and refunds section for more details

Why have I got a customs notice?

Sorry this has come to you in error. We source the best we can from all around the globe and at times Border Control and Delivery partners can mistakenly pass on the charge to you. You can either pay for the customs charge and send us the proof at customer.relations@bientu.me or just send the customs notice details to customer.relations@bientu.me and we will take care of it.

What discounts do you offer?

We offer multiple discounts and want you to avail as many as possible. The current discounts applicable are :

  1. Subscribe to newsletter – on every item
  2. Student or people working in public services – on every item
  3. Be a fashion influencer – on the current just arrived range. You can avial another discount when the next Just Arrived range goes on sale.
I do not think the right discounts have been applied to my purchase

We are sorry to hear that, please get in touch with our customer relations team and we will sort it out immediately

What payment methods can I use?

We use Worldpay as our payment provider who support a number of ways you can pay. But please ensure that you do not mix payment types as refunds for security reasons will only be made to the mayment method you used during thr order process.

When will my account be charged for a purchase?

Payment will be taken immediately assuming your card in authorised. If your card is not authorised, we will let you knw about it and you can get in touch with your bank / card provider. Please note that if the card is not authorised, we will cancel your order and you will have to place order again with us once you have sorted the issue out with your bank / card provider

Can I get a refund if the prices drop at a later point?

Unfortunately no, the prices move on a regular basis to reflect the market conditions and once an order has been placed, it will be at the price stated with all applicable discounts.

Do I have to create an account with you avail my discounts?

Yes, that is the only way we can identify you and apply applicable discounts. You can check out as a guest, but in that scenario we would not be able to apply the appropriate discounts as we cannot verify who you are.

I have been over charged for my order, what should I do?

We are very sorry that has happened, please get in touch with our Customer Relations team and we will fix the issue immediately.

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