I'm missing an item from my order, what should I do?

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
  • If an item is missing, please contact us using one of the options below with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

Can I amend my order?

We’re really quick at packing your order up which means we can’t make any changes once you’ve placed it. This includes changing the delivery option, delivery address or payment method.

However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you’ve chosen:

  • Express Delivery – 4 hours minutes after completing your order.
  • Standard Delivery & all other delivery options – 6 hours after completing your order.

 

To cancel your order, just follow these steps:

Step 1

Log into ‘My Account’ and view your recent orders.

Step 2

Once you’ve logged into your account, click ‘My Orders’ and select the order you’d like to cancel.

If the button next to an order says ‘Cancel/View’, you still have time to cancel by clicking the button.

If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order.

Why haven't I received an order confirmation email?

Don’t worry if you haven’t received your order confirmation email straight away.

You should receive it soon but in the meantime you can check your order details in the ‘My Account’ section once you’ve logged in.

Can I cancel my order?

If you’ve paid for your order using AfterPay, you won’t be able to cancel your order. However, if you’ve paid with any other payment method, there are varying time limits in which you can cancel your order dependent on which delivery option you’ve chosen:

  • Express Delivery – 4 hours minutes after completing your order.
  • Standard Delivery & all other delivery options – 6 hours after completing your order.

 

Step 1

If you still have time to cancel your order, sign into your account.

Step 2

Click on ‘My orders’ and then ‘Cancel order’. The status will change to ‘Cancelled’. Please note – if you’ve paid for your order using iDeal, you won’t have the option to cancel your order.

 

When will the funds be back in my account after I’ve cancelled an order?

When you place an order with BIR3, the funds are reserved for us – we don’t actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don’t take the money however it may take up to 10 working days for your bank or card issuer to make your funds available to you again.

Why is the ‘Cancel order’ button not available?

If the ‘Cancel’ button is not available, it’s too late for you or our Customer Care team to cancel your order. You can return your order to us once you’ve received it.

What if something isn’t right on my customs invoice?

If you have any issues with your customs invoice that you’ve received from BIR3, please get in touch with Customer Care who can get this sorted for you.

How can I cancel my order - Consumer Contracts Regulations 2013

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you’ve paid for shipping.

  • The fourteen calendar days start from the day after you receive your order.
  • If you’re returning your whole order and you’ve paid for delivery we’ll refund the cost of Standard Delivery to your country even if you’ve used one of our quicker delivery options. For example, if you pay $5 for a Express Delivery service but the cost of Standard Delivery is $3 then we will refund you $3. The extra $2 is not covered under these regulations. If only part of your order is returned, any delivery charge you paid won’t be refunded.
  • We need written confirmation of cancellation from you, so you’ll need to get in touch using any of our available contact options to let us know you’d like to cancel your order under the Consumer Contracts Regulations 2013. Alternatively, you can complete the Withdrawal Form attachment and send it back to us. You’ll find details on how to send this back to us on the Withdrawal Form.
  • If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you’d like to cancel we receive your completed Withdrawal Form, we will write and let you know how to do this.
  • The items you return must be unworn and in their original condition and will be inspected once we have received them.
  • We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same packaging in which they were delivered to you. However it is your responsibility to ensure that the returned items are packaged well enough that they won’t be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.

I've received a faulty item, what should I do?

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care Team by choosing one of the below options with:

  • The order number
  • The faulty item’s name and number
  • A description of the fault

I've received an incorrect item, what should I do?

We want to sort out any issues with incorrect items straight away.

If one of the items you received isn’t what you ordered, please send it back to us and we’ll refund you as soon as it’s arrived back at our warehouse.

Please fill in the section on the back of your delivery note to say the item is incorrect and put the note in your parcel when you send it back. Do ask for proof of postage and ensure you keep it safe in case we need to look at it later on.

Click here for the returns options available to you. If you choose to return through another method, it’s your responsibility to pay for your return.

If you still want the order and they’re still in stock, please order them through our website as normal. The easiest way to do this is to log into ‘My Account’, view your original order, and then add the items to your shopping bag.

What will happen with my refund if I've used a spend and save code?

All of our spend and save codes have a minimum spend, which you’ll be able to view in the Terms and conditions of the code. This minimum spend must be met for the promo code to apply.

If you place an order using a spend and save code, and then return an item from your order that brings the cost of your order under the minimum spend, then the terms of the code have no longer been met. This may mean that the amount you’re refunded for the returned item is adjusted, or that no refund will be given.

An example of how a refund may be adjusted is below:

Code – $20 off a minimum $100 spend
Order total – $110
Returned item – $30

As the return brings the total spend under the minimum spend of $100, the refund will be adjusted to reflect this and the discount of $20 removed. This would mean a refund of $10 would be issued.

What should I do if I’ve been overcharged for my order?

We’re sorry if you’ve been charged more than you were expecting for your order.

There are a couple of reasons why it may appear you’ve been charged more than you were expecting:

  • We charge you in the currency that is selected at the checkout when you place your order. If your local currency is different to the currency you selected at the checkout then your bank will convert the amount using their exchange rate. Next time you shop with us, click on the flag at the top right corner of any page, then select your country from the list if it isn’t already selected. If there is more than one currency available to you, you’ll be able to choose your currency here too. If only one currency is available, the currency will be displayed.
  • If you’ve used a promo code on your order, the discount may not apply to all of the items in your basket. There are certain exclusions with some promo codes and you can find these in the terms and conditions that would have been included when you received the code.

If you still believe you’ve been overcharged for you order, then please contact us and we’ll look into it further for you.

Are my details safe when ordering?

It’s safer than it’s ever been to place an order with BIR3.

We use most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

This technology includes the following features:

  • Authentication – this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
  • Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server.
  • Data Integrity – this checks the data being transferred to ensure it has not been altered.

 

In the unlikely incidence of unauthorized use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.

How can I pay for my order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

Please see below the payment methods we accept:

We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorization by both us and the card issuer.

To add a payment method to your account and pay for your order, please follow the below steps:

 

Step 1

To add your card details, just login to your account and click on ‘Payment methods’.

Step 2

From here, you can add your payment details and save them to your account.

Step 3

When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

If you don’t want to save your payment details to your account, then you can also enter them when you come to pay for your order. If there is no payment details saved to your account, then you’ll be asked to enter them when you click ‘Pay Now’.

How do I pay for an order with Apple Pay?

We accept Apple Pay as a payment method for selected countries on our app and web. If Apple Pay is available for your country, you will see this payment option at checkout. You can pay with Apple Pay using a Visa, MasterCard or American Express card.

To pay using Apple Pay, follow the below steps:

Step 1

Add the items to your bag and go to checkout as normal. If your device is supported by Apple Pay, this option will default as the payment method at checkout.

Step 2

If you’ve got a promo code or gift voucher, you can apply it to your order by tapping ‘promo code/gift voucher’.

Please note, you won’t be able to select Apple Pay if you’ve applied a gift voucher and it covers the full amount of your order. You’ll need to provide your card details to complete your order.

Step 3

Once you’ve applied any promo codes or gift vouchers you have, select your delivery option and select ‘Pay’.

Step 4

You’ll then see your order details, including:

  • The card you have linked to your Apple Pay
  • Your billing and shipping address
  • Your delivery method e.g. Standard or Express
  • Your contact email address
  • If any promo codes have been applied to your order
  • Your order value, including any delivery charges

Once you’ve checked your order details are correct, you can then complete your order with touch ID or by entering your passcode.

When you’ve placed your order successfully, you’ll be sent an order confirmation email.

If you’re using Apple Pay on a Mac device, you will only see this payment option available on Safari whilst using the Mac OS Sierra operating system.

Can I use more than one promo code on my order?

Using a discount code on your order? You can only use one per order – this includes our free delivery codes.

Where can I get a promo code to use on my order?

We understand that our customers like to get their hands on a great deal from time to time.

We’d suggest that you check out the website, we often have really great promos running where you can grab a steal.

If it’s a discount code that you’re after – we send out discount codes to our customers in our newsletters. Sometimes you’ll spot a code on Twitter or Facebook or the banner on our website too – keep your eyes peeled.

Our discount codes can be sent to individuals and may be locked to those accounts only, as explained in the T&CS.

Will I be charged International Bank Fees when ordering?

It’s possible you may be charged an international transaction fee by your bank if you’re shopping outside the US – this charge comes directly from your bank and is outside of our control.

We can’t guarantee that when you place your order you will or won’t be charged a fee. However, we’ve found that customers who shop with us in their own local currency seem to be less likely to be charged bank fees.

We’re working behind the scenes to look at ways to reduce the likelihood of being charged international transaction fees.

We’re always improving and are looking to offer some new payment methods over the coming months, as well as improving our existing ones. We hope this will reduce the impact and any costs of these charges.

Until that time, when you shop on BIR3- we’d suggest using your local currency if possible.

Can I get a refund if the price has changed since I ordered it?

As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.

Do your prices include VAT if I live outside of the EU?

VAT is not included in our prices for customers outside of the EU.

When will I be charged for my order?

If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we’ll email to let you know your bank or card issuer wouldn’t authorise the payment.

Please remember that even if a payment isn’t authorised, it may look like BIR3 has still taken the money as some card issuers may still reserve the money, for a short period of time.

If you choose to pay via your iDeal account you will be charged at the point of sale.

How can I find your international delivery information?

You can find all International Delivery information by clicking here. Simply find the relevant country in the page and you’ll be presented with the different delivery methods available and costs.

Contents
–     What are the basics?
–     How much does delivery cost?
–     Can I track my order?
–     When will my order be delivered?

What are the basics?
Standard and Express delivery services are available for most of the countries that we ship to. Once you’ve entered your delivery address, you’ll be able to see the available delivery services.*

In some countries, Nominated Day delivery is also available. If this service is available in your country, it’ll show as an option at checkout.
Your order will be sent out via the most suitable carrier, dependent on size and weight.

How much does delivery cost?
Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected. To find out more information about delivery costs, please click here.

Can I track my order? 
Tracking is available on all Standard Delivery services and on all Express Delivery services. You’ll receive a shipping confirmation email from the warehouse with a tracking link for your parcel so you can follow its journey.

Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.

When will my order be delivered?
Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to an address where someone will be available to accept it.

If you’re not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next business day.

Just one more thing…
**We try our hardest to meet all delivery times, but, very occasionally, there may be delays, especially during busy periods (including sale). There might also be other factors, too… stuff like postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address. We’ll keep you as updated as we can, though, and you should be able to track your parcel’s progress. If you have any other issues, feel free to contact Customer Care. Please see the checkout page for up-to-date estimates of delivery and cut-off times, as occasionally (e.g., the reasons above) these delivery services may not be available, or order cut-off times may need to be amended and/or delivery times may need to be extended. However, we’ll always work hard to keep these temporary changes to a minimum. We can’t be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the delivery partner.

What happens if I'm not in when my order arrives?

Someone needs to be in when your parcel is due to be delivered as we may need a signature. However, don’t worry if this isn’t possible as our delivery partner usually tries to deliver more than once.

Alternatively they’ll leave a card confirming that they’ve either left it with a neighbor, left it in a safe place, when they will try to re-deliver or give you details on how to collect it.

Will my parcel be charged customs and import charges?

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

Contents
–     Will I be charged handling fees or taxes?
–     Can you tell me how much money I’ll be charged for customs and import charges?

 

Will I be charged handling fees or taxes?

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

Can you tell me how I’ll be charged for customs and import charges?

BIR3 has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Can I choose a specific time or day for my delivery?

It’s not possible to give an exact time and date of when your order will be with you by. The date that you’re presented with at checkout and in your order confirmation email will be the date your order will be with you by.

If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

**We try our hardest to meet all delivery times, but, very occasionally, there may be delays, especially during busy periods (including sale). There might also be other factors, too… stuff like postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address. We’ll keep you as updated as we can, though, and you should be able to track your parcel’s progress. If you have any other issues, feel free to contact Customer Care. Please see the checkout page for up-to-date estimates of delivery and cut-off times, as occasionally (e.g., the reasons above) these delivery services may not be available, or order cut-off times may need to be amended and/or delivery times may need to be extended. However, we’ll always work hard to keep these temporary changes to a minimum. We can’t be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the delivery partner.

Can I have my parcel redirected to a different address?

For your security we aren’t able to change the address your order is being sent to. Don’t worry – if you’re not in when a delivery is attempted our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

Can I track the delivery of my order?

If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

Can I track the delivery of my order?

If your order has been sent to you using a trackable service, you can follow its journey to you. You’ll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

What should I do if my order hasn't been delivered yet?

1. Check the delivery date

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It’s also worth checking if there are any local delays in your area – just click here.

2. Track the order online

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows ‘Track This Order’, just click the link and you’ll be able to follow your parcel. If the status shows ‘Shipped’, your order has been sent with your local postal service and isn’t trackable.

Your tracking link will be able to provide up to date information on the status of your order.

3. Contact us

If your estimated delivery date has passed and you haven’t received your order, contact our Customer Care Team by clicking on one of the below options.

I've cancelled my order - when will my money be available again?

If you’ve cancelled an order through ‘My Account’, then we won’t have taken any money for your order. We only take the money for an order once it’s been sent to our warehouse to be packed up.

Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary:

Credit or debit card – your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a ‘Pending or Reserved status’.

Can I return an item for an exchange instead of a refund?

We’re not able to offer an exchange on returned items and all returned items will be refunded once they’ve been received by our warehouse. If you need a different size or colour of an item, then you’ll need to place a new order.

To return your order, please follow the below steps:

 

Step 1

Pop your returns note in the parcel with the following details marked on it:

  • Your order number
  • Which items you’re returning for a refund

If you need a new returns note, you can print one off using the attachments on the right.

Step 2

Return your parcel to us. To view the available returns options for your country, please click here. We ask that you obtain a proof of postage receipt so that if your parcel goes missing on the way back to us, you’ll have proof you sent it.

Step 3

Allow up to 21 working days (excluding weekends and public holidays) for your parcel to reach our warehouse.

We’ll send you an email as soon as we’ve received your return in its original condition. Once it arrives back with us, your return will be completed within 1 working day (excluding weekends and public holidays).

Any refund will automatically be issued to the payment method you used to place your original order. This typically takes 10 working days, depending on your payment method issuer.

Have you received my returned items?

Once your return has been received by our warehouse, we’ll email you to let you know your refund has been issued. It can then take 10 working days for the funds to appear in your account.

If you’re returning multiple items from an order, or more than one order in the same parcel, please allow up to 24 hours for all items to be processed. Individual items may be refunded at different times within this period at the warehouse.

If you’re yet to receive your return confirmation email, please follow the below steps:

1. Allow for your returns timeframe to pass

Please allow the timeframe shown above to receive your return confirmation email

2. Contact us

In the unlikely event that you haven’t received an email after the timeframe shown above, please contact our Customer Care Team using one of the contact options below, and we’ll get back to you as soon as possible.

Make sure you let us know your original order number, which items you have returned, when this was returned to us and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.

How do I return something to you?

We want to give you a hassle-free way to return anything, so you can return any item to us within 45 days of receiving your original order, including sale items.

Step 1
You can return your parcel using any postal service.

Please note – you’ll need to cover the postage and any relevant duty costs yourself. It’s a good idea to mark your parcel as ‘returned goods’ to avoid being charged any duties.

Step 2
Pop your returns note in the parcel with your order number and which items you’re returning for a refund marked on it.

Step 3
Remember to ask for proof of postage as the parcel remains your responsibility until it arrives with us so if your parcel goes missing in the mail, you’ll have proof you’ve sent it.

Step 4
It can usually take up to 3-7 working days (excluding weekends and public holidays) for your return to be delivered back to our warehouse, depending on your location and which postal service you use.

Our warehouse locations:

  • Barcelona
  • Frankfurt
  • Istanbul
  • Johannesburg
  • London
  • Milan
  • New York
  • Paris
  • Sydney
  • Tokyo

Step 5
We’ll send you an email as soon as we’ve received your return back at our warehouse in its original condition. Once received, we’ll refund your original payment method – this is usually done within 24 hours.

Step 6

If you return your order within 28 days of receiving it, a full refund will be issued to your original payment method. You can expect to receive your refund within 10 working days.

If you return your order within 29 to 45 days of receiving it, a gift voucher will be issued instead.

If you’re returning multiple items from an order, or more than one order in the same parcel, please allow up to 24 hours for all items to be processed. Individual items may be refunded at different times within this period at the warehouse.

Can I exchange an item?
We can’t offer an exchange on returned items but you can send something back for a full refund and then place a new order for the size, color or item you’d prefer.

Returning a faulty or incorrect item?
If you’re looking to return a faulty or incorrect item, please click here for more information on faulty items, or click here for more information on incorrect items.

Need a new returns note?
You can print one off using the attachments section. We have returns notes for several countries – if yours isn’t listed, you’ll need to select the ‘Rest of World’ returns note. Your returns note will have the returns address on it.

 

Just one more thing…
All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the 45 day return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.

What happens to my refund if my card is no longer in use?

Your refund will still go back onto the card details used on your order as long as the card account is still open.

When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card.

Returning an order within 29 to 45 days of it being received? A gift voucher for the full amount of the items you return will be locked to your account ready for you to use on your next purchase.

I returned an item and it was incorrectly refunded or replaced

We’re really sorry if we made a mistake. If you asked for a replacement and got a refund instead, this could be due to a number of reasons:

  • The item you wanted is no longer in stock.
  •  You forgot to include your returns note inside your returned parcel or didn’t fill it in, so our returns team would have issued you with a refund automatically.
  • If you wanted a refund and we sent you a replacement item, please contact our Customer Care Team using one of the options below so we can sort it out for you.
  • If you’ve returned items from different orders in the same parcel and haven’t been refunded for all items, please allow 24 hours for all items to be processed.

My refund is incorrect, what should I do?

We’re really sorry if we’ve made a mistake with your refund!

If this is the case please our Customer Care Team by using one of the below options and we’ll try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

  • The delivery charge, which is only refunded for cancelled orders under the Distance Selling Regulations or if the goods are faulty.
  • Any discounts that were applied at the time of sale, which may not now be applicable.

Do you refund delivery charges if I return something?

  • Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Contracts Regulations. For more information on the Consumer Contracts Regulations, click here.
  • You can read more about our Returns Policy here.

Can I return more than one order in the same parcel?

If you need to return items to us from different orders then you can send them back to us in one parcel.

Just make sure that you include a separate returns note in your parcel for each order you are returning to us.

If you no longer have the returns note that was included with your delivery, then you can print a new one off using the attachment on the right. Just fill in the details including the order number and items you are returning to us so our Returns Team can deal with your return as quickly as possible

Email: here

Twitter: @bir3_

Facebook: www.facebook.com/bir3shop/

Post: 120 High Road, East Finchley, London, England, N2 9ED

WhatsApp: here