FAQ

ORDERING

1. How can I make an order?

There are two ways to make an order:

  • Through our E-shop: you will be able to purchase any of our products easily and we ensure the security of payment.
  • By email: you can send us a mail at info@bienmoves.com indicating the reference of the product, the quantity you would like to buy and your shipping and billing details if you want an invoice. We will confirm your order by email, detailing the product costs as well as the shipping costs. To validate your order, we will ask you to proceed with the payment by bank transfer.

2. How will I know that my order has been received? 

When finalizing the order, a message will appear on your screen indicating that your order has been sent correctly to BIEN moves. You will soon receive an email confirmation for your purchase at the address indicated.

3. What can I do if I don’t receive the order confirmation email? 

If you don’t receive our confirmation order email, you can write us at info@bienmoves.com giving us your name and details of purchase and we will advise you if your order has been received or not.

4. Is it possible to make changes or cancellation after my order has been confirmed?  

All changes and cancellations are possible without any additional cost until payment confirmation. Once the payment has been done and you have received our email confirmation, please contact us at info@bienmoves.com to know if your order has been sent. If not we can still cancel or modify your order; if your order has been shipped, please refer to the “returns and refund” section.

 

OUR COLLECTION

1. BIEN moves’ collections

We are launching two collections per year in September and in January. If a product from past collection is not on our E-shop, don’t hesitate to ask us by email at: info@bienmoves.com, we might still have some pieces left in stock.

2. A product is out of stock, will it be available again? 

If a product is out of stock and we are expecting to restock it, a message will appear in the page of the product indicating when it will be back in stock. You will also be able to pre-order the product.

 

DELIVERY

1. What are the shipping costs?

Shipping costs are calculated automatically in our E-shop depending on your order and location.
If your country doesn’t appear in the list of destination, you can send us an email at info@bienmoves.com and we will make you a personalized quotation.

2. How long it will take to send my order?

Generally all the orders will be prepared and dispatched the day after receiving the order. We commit to send each order in a maximum of 2-3 working days after receiving it.
Orders placed during the weekend will be processed on the following Monday and all the orders placed during bank holidays will be processed the next working day.

3. How long does it take for my order to arrive? 

The delivery time depends on your location.

Netherlands: delivery time of 1 to 2 working days.
Europe: delivery time of 2 to 7 working days.
International: delivery time of 5 to 14 workings days.

If you decide to order a large quantity please contact us at info@bienmoves.com before ordering.

We make use of PostNL, UPS or DHL for our delivery services, depending on the delivery address. If the delivery time is 4 days longer than expected (taking into consideration if there are holidays) or if you noticed dommage occurred during the shipment, please contact us at info@bienmoves.com.

4. How can I track my delivery? 

Once your order has been shipped by our warehouse, you will receive an email to confirm that your package has been sent. This email will include your PostNL tracking number, which you can use to track your parcel until it arrives.

For this you only have to go to the PostNL website and enter your tracking number in the related box to track your parcel.
If you want more information or if you want to organize the delivery to the day that suits you, please contact them at the phone number you will find in their email.

 

RETURNS AND REFUND 

1. How to change a product?

You can change a product within 14 days of receiving your parcel. To proceed, please always notify us at info@bienmoves.com indicating the product you wish to change and the reason why you want to change it.
Any change will only be accepted when the item is in perfect conditions with its original packaging. Please send the products you want to change to below address:

Groenhoedenveem 22,
1019 BL  AMSTERDAM
The Netherlands

We recommend you to send the package with tracking number to avoid any lost in the transit.
Any exchange for another item for a different item will generate new shipping costs that will be at your charge.

2. How to return a product?

You can return a product within 14 days of receiving your parcel. To proceed, please send us mail at info@bienmoves.com indicating the product you want to return and the reason why you want to return it.
Any refund will only be accepted when the item is in perfect conditions with its original packaging. Please send the products you want to return to below address:

Groenhoedenveem 22, 
1019 BL  AMSTERDAM
The Netherlands

We recommend you to send the package with tracking number to avoid any lost in the transit.
Once we receive your parcel and ensure the product is in good conditions, we will refund you the money of the product to the same method payment you used to pay it.

 

PAYMENT

1. What are the different payment methods?

We have three different payment possibilities, depending on how you choose to make your order:

  • Credit card payment: we accept Visa and Mastercard 
  • iDEAL
  • Bank transfer if you choose to make your order by email.

If you have a problem when doing the payment in our E-shop, please contact us at info@bienmoves.com

2. Is my payment secure?

All our payment methods are totally secure. After making a payment on our E-shop, your bank details will be completely encrypted and protected by the secure system.

 

OTHER

1. How to contact us?

If you have any question you can contact us at info@bienmoves.com or at duetz@bieninnovation.com. We will answer you from Monday to Friday from 10am to 7pm.

2. Do you have a privacy policy?

We have a strict privacy policy and any information provided to us by our clients is secure from third parties. Email addresses will only be used by BIEN moves to communicate news and promotions concerning the brand.

3. Press & Collaboration?

For all press or collaboration purposes you can contact us at info@bienmoves.com

4. Join the team?

If you are interested in joining our team please send us an email at info@bienmoves.com