What is a pre-order?

It is where an article is only produced once an order is placed. This is a sustainable production approach to not over produce and end up with left-overs. You will receive it as soon as we have them ready and the indicated delivery date is communicated on the article page.
** When you have an order that contains one product on stock and one pre-order, products will be shipped together on the date that the preorder product is expected to be shipped. This to remain as environmentally friendly as possible when it comes down to shipping.

Issues when trying to place an order?

Please try the following steps:
1. Go to your browser settings and clear your web browser’s data / cache
2. Please try using a different web browser, in case our website doesn’t support the current one.
3. Please check if you need to try a different payment method.
You can always contacting us at orders@baqybags.com

I've changed my mind, can I cancel/change my order?

We move fast the moment we have received your order to ensure you can enjoy your product. If you wish to cancel or change your order contact us at orders@baqybags.com and we will do our best to help you. Please note that this is only possible for a very short time after an order has been placed, so we cannot guarantee that it can be done. We often require checking with our logistic center and evaluate how far they are with order packing and processing.

Why did I not receive an order confirmation?

If you are unable to locate your order confirmation please doublecheck if your spam and junk mail. Also note, that it can take up to two hours before receiving an order confirmation. if after the above  you haven’t received a confirmation yet, please contact hello@baqybags.com

How can I track my order?

Once your order has been shipped, you will receive a confirmation email with corresponding tracking information. The tracking number and progress can be found within the order details in your account or on the carrier’s website.

Our standard order processing time is up to seven business days. During peak periods, please allow additional processing time. Delays may result from payment authorizations, product availability, or customs processing, which could lead to longer delivery times. We appreciate your patience during these busy periods.

Do I have to pay customs fees?

When you place an order outside of the EU you might need to pay import tax and duty fees. This depends on the local rules of your country. You can contact your local customs office for further information. Note that these charges are not included in the initial purchase price and are the responsibility of the customer. Custom fees will not be covered by BAQY. If you are required to pay such fees, the courier service will notify you of the outstanding amount due. The payment for these fees can typically be made  directly through the tracking link provided by the courier at the door upon delivery  sent by the courier service separately by post or mail (depending on the courier).  For further information on the amount and payment of the import fee, please refer to the tracking link or contact the courier service directly.

Do you ship to all countries worldwide?

We ship to many locations globally, but not all. If a specific location is not available in our list of countries, it means we do not offer delivery to that specific country.

What should I do if I want to return an item?

If you have decided to return an order, this is all the information you will need to know:

• You can return your items 30 days after receiving your order.
  
• The product must be in the same condition as when you received it, which is unworn, unused, with tags and in its original packaging.
  
• You’ll also need the receipt or proof of purchase.
  
• We do not offer free returns, thus shipping cost for returns are paid by the customer.
  
• Please make sure to save the proof of return in case the return package gets lost. This is important as the loss of the package during the return is the responsibility of the carrier, not BAQY.
  
• We will initiate the refund once the product condition is inspected. Initial shipping costs paid at purchase (or customs charges) in any case will not be refunded. 
  
• You will only be refunded for the amount paid for the product (including your local VAT and excluding initial shipping cost).


Returns from outside the EU

• Critical to bear in mind that returns from countries outside the EU must attach 3 copies of the return invoice to the exterior of the parcel. The return invoice is attached to the return confirmation email. Without this document, the parcel will be held at customs and won't be returned to our warehouse. 

How can I exchange an item?

We do not offer any exchange service. To change the product, you need to return the previous order and place a new one. As soon as we receive the item and done our inspection, we will initiate a refund for the returned product. Then, you can place an order for the new desired product, and we will send it to you.

Shipping costs (or customs charges) in any case won't be refunded. 

Requesting a refund but have not seen the refund reflected with my bank or credit card company?

Please be aware that processing times vary depending on the financial institution. 

It is common to have a delay between the initiation of the refund and its actual posting to your account. It can take up to 15 days depending on the financial institution.

If you believe there has been a delay beyond reasonable, please contact your bank or card issuer for further information. Once the money has been successfully deducted from our account for refund, questions should be addressed to the financial institution or payment agency.

What are the available payment methods?

Payment goes through our trusted provider Shopify Payments.

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During checkout, the system will automatically provide you with payment options available in your country, showing the icons together with the name of the option.

Can I get an invoice for my order?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 
We will only accept items that are in new condition, unworn, tags unremoved, and free of damages. We highly recommend always keeping the tracking information, as we may request it as proof of return.
If approved, you’ll be automatically refunded for the returned product to the original payment method. Customers will not be refunded for the initial shipping costs paid when purchasing and the cost of return shipments are on the customer. Shipping costs (or customs charges) in any case won't be refunded.
- Please, allow up to 15 days for the refund to be processed and reflected in your bank account.

- Shipping costs (or customs charges) in any case won't be refunded. 

- Please note that we always strive to provide our customers with the best service and keep our policies transparent for your convenience.

I returned my order, how long does the refund take?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 
We will only accept items that are in new condition, unworn, tags unremoved, and free of damages. We highly recommend always keeping the tracking information, as we may request it as proof of return.
If approved, you’ll be automatically refunded for the returned product to the original payment method. Customers will not be refunded for the initial shipping costs paid when purchasing and the cost of return shipments are on the customer. Shipping costs (or customs charges) in any case won't be refunded.
-Please, allow up to 15 days for the refund to be processed and reflected in your bank account.

- Shipping costs (or customs charges) in any case won't be refunded. 

- Please note that we always strive to provide our customers with the best service and keep our policies transparent for your convenience.