General Shipping Information
General Shipping Policy
- Shipping Coverage: We currently ship only within Canada and the United States. Orders are shipped from our distribution center in Canada.
- Track & Trace Shipping: All shipments include tracking and are insured.
- Easy Returns & Exchanges: We strive to make returns and exchanges as hassle-free as possible.
- Delivery Timeline: Once your order is processed , it typically takes up to 10 business days for delivery within Canada and up to 15 days to the United States. After your order is handed over to the shipping carrier, you will receive an email with tracking details. The link allows you to monitor the status of your order and see the estimated delivery date. Please note that tracking information may take a few hours to activate.
Important Information:
- Order Modifications: Due to our automated fulfillment process, it is not possible to change your address or cancel/modify your order once it has been placed. If you notice an error in your address, please contact our customer support immediately at info@bilembo-handmade.com.
- Delivery Days: Deliveries are made Monday through Saturday.
Return Policy
All unworn items from online orders may be returned free of charge within 30 days of delivery. The return process is simple and can be initiated by contacting our customer support.
To begin the return or exchange process, click the button below:
Exchange Policy
If you need to exchange an item, you can return the unworn item within 30 days of delivery, and we will process the exchange for the same item in a different size or color, subject to availability.
Exchange Process:
- Initiate the Exchange: Contact our customer support to request a pre-paid return label and provide details about the desired exchange.
- Prepare and Ship: Follow the same steps as the return process for packing and shipping the item.
- Processing: Once we receive the returned item, we will process the exchange within 3-6 business days.
- New Tracking: You will receive an email with new tracking details once the exchange has been shipped.
Important Information:
- If the desired size or color is unavailable, we will inform you and offer a refund or an alternative option.
- Any price difference will be resolved by sending a payment request or initiating a refund for the difference.
Receiving a Refund
Once we receive your return shipment, your refund will be processed within 3-7 business days. You will receive a notification once the refund has been initiated.
- Refund Details: For returns sent within our 30-day return period, a full refund of the purchase amount (minus shipping costs) will be issued to your original payment method.
- Shipping Costs: Shipping costs are not refundable.
- Processing Times: Refunds may take up to 10 business days to appear in your account, depending on your payment provider’s processing times.
- Sales Taxes: For orders within the EU, all sales taxes are refunded. For orders outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.
Returning Incorrect or Faulty Goods
At Bilembo Handmade, we maintain strict quality control standards. All items are thoroughly inspected for any flaws before they are shipped. Goods are considered faulty if they arrive damaged or if a manufacturing fault occurs within six months of purchase. Items damaged due to wear and tear are not considered faulty.
- Incorrect Item: If you receive an incorrect item, please contact our customer support and provide an image of the item and the box (label). We will exchange the incorrect item(s) at no additional cost to you.
- Faulty Item: If you receive a faulty item, contact customer support immediately with an image of the item. We will offer to repair the faulty item if possible. If you prefer an exchange, we can only replace it with the same product in the same size, subject to availability. If the item cannot be repaired or replaced, you will receive a full refund.
