1. How do I modify my order?
To modify an order, please contact us immediately at info@bilembo-handmade.com. We will do our best to assist you, but please note that once an order is processed, modifications may no longer be possible.
2.Why was my order/item canceled?
Your order/item may have been canceled due to one of the following reasons:
- Invalid Billing Information: Ensure that your billing information matches exactly what your credit card company has on file, including your full name, billing address, and phone number.
- Incorrect/Missing Shipping Information: Double-check your shipping details, including apartment numbers or buzzer codes, if applicable.
- Out of Stock or Damaged Item: Occasionally, inventory errors or quality control issues may lead to the cancellation of an item.
3. How can I track my order?
Once your order has shipped, we will send you an email with a tracking number. Click on the link to be directed to the courier’s website where you can track your order. Please check your spam folder if you do not receive the email.
You can also track your order on the "Track your order" page.
Account Holders: You can also track your order by viewing the "Order History" section in "My Orders."
4. How long does it take to receive an order?
Expect delivery within up to 10 business days. During peak
periods, delivery may take slightly longer.
5.Can I cancel my order?
Once you receive an email confirming your order, it is generally not possible to cancel or modify it, as we use an automated fulfillment system to ensure speedy delivery. If you've made a mistake with your address, please contact us immediately at info@bilembo-handmade.com.
6. Which couriers do you use?
We currently ship with Canada Post and UPS. Please allow up to 24 to 72 hours for your tracking information to update in their system.
7. What are your shipping rates?
All orders ship free within Canada and the United States.
8. Do you ship internationally?
At the moment, we only ship within Canada and the United States.
9. How do I return my order?
Unworn items from online orders may be returned within 30 days of delivery free of charge.
Check our Returns and Exchanges page for more information.
10. When do I receive my Exchange?
Once we receive your return, your exchange will be processed within 3-6 business days. You will receive an email with new tracking details once your exchange has shipped.
11. When do I receive my Refund?
Refunds are typically initiated within 3-7 business days after we receive your return. You will be notified once your refund has been processed.
12. What forms of payment do you accept?
We accept Visa, Visa Debit, MasterCard, American Express, Diners Club, Apple Pay, PayPal, Google Pay, and Shop Pay. Please note, depending on the payment method, additional service fees may apply.
13. Can I safely use my debit/credit card on your website?
Absolutely. Your security is our top priority. We are protected by DigiCert, and all payment information is safeguarded through encrypted SSL technology.
14. How can I get assistance if I need it?
For any inquiries, please email our customer care team at info@bilembo-handmade.com. We respond to emails in the order they are received and will get back to you as quickly as possible.
15. Where is my order?
Once your order has been shipped, you will receive an email with tracking details. The tracking information will be activated by the courier within 24-48 hours. Click on the link in the email to view the latest delivery information.
Still have questions?
The more details you provide, the quicker and more efficiently we can address your concern. If applicable, please include your order number in the comments section.
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