FREQUENTLY ASKED QUESTIONS
1. 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.
2. CAN I CHANGE MY ORDER BEFORE IT’S SHIPPED?
Sure! But only if it hasn’t already been sent.
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!
3. WHEN IS MY ORDER PROCESSED AND SENT?
We process and ship all orders the following 1-3 business day, not including Public Holidays and/or weekends.
4.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.
5.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.)
6.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.
7.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.
8.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.