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.
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. Email us at email@example.com if you have questions about sizing, fit or fabrication.
We do not accept returns on orders that ship outside of the United States.
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 firstname.lastname@example.org.
Q: How much is shipping?
Domestic orders under $50 (before taxes): $7.50
Domestic orders over $50 (before taxes): Free
International orders to countries outside of the U.S. except Saudi Arabia: $30 flat rate*
International orders to Saudi Arabia: $80 flat rate*
* We do not estimate duties, tariffs and customs fees for international shipments. Customers are responsible for these additional fees. Please see the International Orders page for order minimums.
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 new collection launches and promotional periods, please be patient as shipping may take longer than our typical timeframes. We process shipments in the order received in order to be fair to all of our customers. We appreciate your patience!
We ship domestic orders with tracking via USPS or UPS, which are both experiencing a number of delays due to weather.
We ship international orders with tracking via USPS Priority International, UPS or DHL.
You will receive an email confirming your tracking number once your order has shipped.
NOTE: Orders received during our spring hiatus (March 28 - April 3) will ship out when we return on April 4.
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 email@example.com, and we will do our best to accommodate your request or to provide an expedited shipping quote.
Q: Can I cancel my order if it hasn't shipped yet? Can I cancel items from my order?
A: There is a $20 restocking fee per item for orders that are canceled or edited before shipment. Please review your order carefully before finalizing it.
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 firstname.lastname@example.org for assistance!