FAQs

FREQUENTLY ASKED QUESTIONS

1.HOW TO CREATE A BIWAA ACCOUNT?

It’s easy and will give you access to many great benefits, like your personal order history, faster checkout and wish lists. Just click this link: Registering

2.CAN I PLACE AN ORDER BY EMAIL?

You can place your order in our web shop www.biwaa.com. Ordering online is fast and easy. Unfortunately, we cannot process orders sent via email.

3.WHAT TYPE OF PAYMENTS DO YOU ACCEPT? IS IT SAFE TO PAY BY CREDIT CARD THROUGH YOUR WEBSITE?

We accept Credit card payments with Visa, Mastercard and Amex etc via STRIPE gateway. You can pay with your bank cards. Please make sure you leave your order number as reference.

4.HOW CAN I SEE THE STATUS OF MY ORDER?

For any information regarding the status of your order, whether you’ve just placed it or if you’d just like to check on it, have a look at “Order History” which is located at the bottom of any page.

5.CAN I CHANGE OR CANCEL MY ORDER BEFORE IT’S SHIPPED?

Due to the automated nature of our fulfillment system, orders cannot be canceled or changed once they have been submitted. Firstly, check the status of your order at ‘Track Your Order’ and if it hasn’t been sent yet, email us at [email protected] Make sure you mention your order number so we can sort it out in time!

If you wish to exchange a product, you must go online and reorder, and process the original item as a return.

6.WHEN IS MY ORDER PROCESSED AND SENT?

We process and ship all orders the following 1-3 business days, not including Public Holidays and/or weekends.

7.I JUST PLACED AN ORDER BUT I DIDN’T RECEIVE AN EMAIL CONFIRMATION

Firstly, ensure that you indeed finished the checkout process and completed the order. The last page displays the order number; it is your receipt.

If you have completed your order, we suggest you take a look in the spam folder of your email account. Please add Biwaa to your safe sender list in order to receive emails from us.

8.WILL I HAVE TO PAY ANY TAXES AND DUTIES FOR MY ORDER?

International orders can incur taxes and duties as determined by the Customs agency within the destination country.

Although this doesn’t always happen, assessment of duties and taxes will be based upon the value of the order and the Tax-free threshold (if applicable) for goods imported into the destination country. Payment of such taxes/duties is the responsibility of the recipient. This will occasionally be listed as an ‘Additional Postage Fee’. (More information can be obtained by contacting your local customs office.)

9.I HAVE A DISCOUNT CODE, HOW DO I USE IT?

Simply apply your code in the appropriate field during the payment step of the Checkout.

It’s pretty straight-forward but contact our Customer Service Team at [email protected] if you need a hand.

10.HOW DO I CHANGE MY EMAIL ADDRESS?

Just send us an email at [email protected] from your currently registered email address with the request. Simply advise the old and new email addresses and we’ll take care of the rest. We’ll let you know when it’s all done.

11.HOW OFTEN DO YOU RELEASE NEW PRODUCTS?

We work all year round creating innovative new products to add to our range constantly.

We don’t tend to follow industry trends when it comes to seasonal releases so you’ll catch bold new designs from Biwaa at anytime during the year.

12.HOW DO YOU MAINTAIN MY PRIVACY?

BIWAA is 100% committed to maintaining your privacy. All personal information you provide such as your credit card number, name, billing address, delivery address, telephone number and email will remain strictly confidential. We will not supply your personal information to a third party except to the financial institution that processes your credit card transaction for purposes of satisfying a purchase or request from you, for which you have given your expressed consent or if required by law.

13.DO YOU OFFER VOLUME DISCOUNTS OR TRADE DISCOUNTS?

We sure do. BIWAA provides volume discounts. The discounts apply to all trade customers.

Contact us now to discuss your needs and one of our professional sales consultants will be in touch with you shortly.

14.HOW TO ORDER BIWAA NEWSLETTER?

To receive the latest BIWAA news and offers you can subscribe to our newsletter on Email Subscription Center.

15.HOW CAN I REACH BIWAA CUSTOMER CARE?

You can reach us via email: [email protected]

16.HOW TO BECOME A BIWAA PRO ANGLER?

Please submit your interest via email to [email protected] Our marketing team will go through all Pro Angler applications and get back to you as soon as possible.