Q: Will there be any delays during the Covid-19 pandemic?
A: Yes, there may be shipping delays as we navigate these uncertain times. We always strive to ship out your orders as promptly as possible. However, we are based in Los Angeles, California, which is under a stay at home order until at least July 2020. We are minimizing our trips to the post office and to pick up our mail. For this reason, there may be a longer than normal processing time for shipping and refunds.
We ship orders with tracking via USPS, which is experiencing a number of delays to domestic and international deliveries due to the pandemic. The USPS tracking system is not fully accurate at this time as they are not scanning all shipments. USPS is not able to ship to all countries at this time. We will notify you if we are unable to ship your order due to these temporary restrictions.
Q: What is your return policy?
A: We accept returns for all unworn, unused, unwashed merchandise with their original tags for orders shipped within the United States. The item(s) must be delivered back to us within 21 business days from the day you receive your order. To request a return, please email us at firstname.lastname@example.org for a return authorization. During the Covid-19 pandemic, we have a flexible return policy if you aren't able to ship your return within our return timeframe. Please email us at email@example.com and we'll figure out a solution that will work for you.
We accept returns on sale items as long as they are not marked 'Final Sale' in their product description. Hats, underwear and swimwear cannot be returned for hygienic reasons. We can provide measurements of specific sizes; email us at firstname.lastname@example.org for assistance.
Q: Do you refund return shipping charges?
A: As a small business, we unfortunately aren't able to offer free returns at this time. We are happy to answer any questions about our products, shipping or return policies before you place your order (email us at email@example.com).
Q: How much is shipping?
Domestic orders under $50 (before taxes): $7.50
Domestic orders over $50 (before taxes): Free
Canada: $12 flat fee*
Countries other than U.S. and Canada: $20 flat rate*
* We do not estimate duties, tariffs and customs fees for international shipments. Customers are responsible for these additional fees.
Q: What about customs duties?
A: The customer is responsible for any additional taxes or duties. Bien Bien, LLC is not responsible for any fees charged by customs. If you decide to refuse any shipments from us, you are responsible for the original shipping charges to you (which may be more than the flat fee you paid at checkout), any duties, taxes and/or customs charges (on both the original and return shipments), and the cost of returning the package to us. This amount will be subtracted from your merchandise refund. We are not responsible for shipments that have been refused at customs and that are lost in transit.
Q: Do you charge sales tax?
A: Yes, on all California-bound orders.
Q: When will my order ship?
A: We do our best to process and ship your order as quickly as possible. Domestic orders typically ship in 1-3 business days, and international orders in 3-5 business days (excluding U.S. federal holidays and pending payment verification). During the Covid-19 pandemic, please be patient as shipping may take longer than our typical timeframes.
Q: Help! I need my order ASAP!
A: We cannot guarantee delivery by a certain date. However, if you require expedited shipping, please contact us via email at firstname.lastname@example.org, and we will do our best to accommodate your request.
Q: I'm not sure what size to order!
A: We are here to help with any questions you might have. We can provide measurements or details about style and fabrication before you place your order. Email us at email@example.com for assistance!