FAQ
RETURN AND EXCHANGE POLICY
Damaged or Defective Items
Our teams work tirelessly to quality-control each and every item we ship. With lots of touch points in the sewing, embroidery, fulfillment, and delivery processes - there is a chance your garment will pick up a dash of dust, some stray threads, a splash of sewing oil, pressure lines from embroidery hoops, or small marks along the way. Not to worry, the majority of these minor imperfections will come out in the first wash with traditional detergents/stain removers. If the imperfection remains, please email bimetibae@gmail.com and include:
- Your order number
- Name on the order
- Email the order was made with
- A clear photograph demonstrating the quality of the damaged area after it has been washed.
The most optimal pictures are on a flat surface, with the tag and error clearly displayed. We will use this information to help you with your order, and eliminate future errors. Our amazing Customer Service Team will be happy to assist you.
This policy lasts 30 days after the tracking status shows delivered. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
If applicable, we will replace an item that is defective/damaged.
Cancelling My Order
Unfortunately, we cannot accept cancellations or refunds after an order is made as orders go into production immediately after purchasing.
Custom Orders
For custom orders, send us an email at bimetibae@gmail.com. Please note there's an additional charge of $20 for custom orders.
PAYMENTS AND REFUND POLICY
My credit card isn't working. What should I do?
We do take a variety of cards, however some do not work with our payment platform. Could you please check that your billing address and zip code are the correct ones attached to your credit card. Sometimes if these are incorrect the payment will not go through. Please re-try adding your billing address, then the payment and see how it goes.
If it does not go through, it is most likely because our system does not accept your card if you are using a Visa Debit card or a Discover card. The last option would be to attach your card to Shopify Pay or Google Pay to make the payment that way.
If you are making your purchase from the United States, it is considered as an international transaction. If your card is being declined, kindly contact your bank and ask them to allow international transactions as our store is hosted with Shopify in Canada.
Shipping Fees
Shipping fees are non-refundable.
SHIPPING, TAXES, AND DUTIES
What happens if my address is entered incorrectly at the time of shipping?
If you need to make a change to your shipping address, we will do our best to accommodate you; however, processing begins immediately and there may be instances that your shipping label has been created and cannot be changed. Please contact USPS with your tracking number to have your package rerouted.
My package is lost. What should I do?
Please contact USPS and file a USPS lost claim: https://www.usps.com/help/claims.htm
Contact bimetibae@gmail.com with your order number and USPS Case Code & reason so we can assist you further. Bimeti Bae is not responsible for damaged, lost, or stolen packages; however, we will try our hardest to make sure the carrier locates your package.
What happens if I refuse a package or it is undeliverable?
If you have been notified of your order returning to sender, please notify us immediately at bimetibae@gmail.com with your order number, so we can begin the process of reshipping your order. This process will take at most 10-20 business days.
Multiple Shipments
Where a single order results in multiple shipments, the shipping and handling charge only applies to the first package shipped. There are no additional shipping and handling charges for subsequent shipments for the same order.
Taxes & Duties
Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges may be calculated on the total value of merchandise, and will be displayed on the Order Summary page.
If you are ordering from outside of the United States or Canada your order may be subject to additional taxes or duties upon delivery. These charges are the responsibility of the customer and our store will not reimburse for these charges.
If your order contains multiple items, we may split shipping into multiple packages. The customer will be responsible for the custom fees for each shipment.
International Bank Fees
Our store is hosted by Shopify in USD Currency. Depending on your Credit Card Company or Bank, you may be subject to a small international charge in addition to the fees for your products. These charges are solely the responsibility of your bank and we are not responsible for refund or reimbursement. Please contact your bank for further inquiry.
Shipping Carriers
Shipments are sent via USPS and UPS. Once we hand off your shipment to the shipping company, you will receive a tracking number with the most up to date information about your shipment. Any inquiries for delivery status should be directed to the courier.
Redirecting An Order
Please make sure your shipping address is correct as we can’t redirect orders once items have been dispatched.
INTERNATIONAL CUSTOMERS
International Duties and Taxes
For shipments outside of the United States or Canada, your country has the right to impose local taxes, duties, or additional brokerage fees. The fee varies by country and we are unable to calculate this in advance. Happiness Project is not responsible for the payment of this fee.
If your order contains multiple items, we may split shipping into multiple packages. The customer will be responsible for the custom fees and taxes for each shipment.
Do you ship internationally?
Yes! We ship worldwide. Packages leaving the US will be shipped to a regional hub and then to the destination country. Once the packages reach their destination country, they are handed over to the country's local postal service for final delivery. Keep in mind that international orders can take up 3- 6 weeks to be delivered.
How do I track an international order?
Once your package leaves the USPS system, please use the same tracking number to locate it on your country’s local postal service website. There may be a delay between the time it departs the USA and is next scanned into your local postal service. Please allow up to two weeks for information to become available.
FREQUENTLY ASKED QUESTIONS
Sizing & Fit
If you have questions regarding sizing or any other information on a specific item, please refer to the product measurements that are listed on our website.
Do you restock items that are sold out?
Yes, you can join our email list to be notified when products are restocked.
When will my order ship?
Once we receive your order please allow 5-7 business days for processing (excluding Saturdays, Sundays and National Holidays). All orders are subject to processing time that is separate from the time it takes for a shipment to reach its destination once it has been fulfilled. After processing has been completed, you will receive a tracking number immediately. Please note, your tracking number will update once USPS has received the package and it is successfully processed through their system.
USPS First Class shipping is 5-7 business days for domestic shipping.