Payment

What payment methods are available on biqbask?

On our website you can use the following payment methods: Visa, MasterCard, Maestro, iDeal, SOFORT, Giropay, Alipay, Giropay.

Why is the payment method i want to use not available?

During big sales, we’re processing a large amount of payments at the same time. Some online payment providers may experience an overload and temporarly take their service offline.

We suggest that you use another payment method to place your order or wait and try again later.

I payed for my order already, but i haven’t received a message from my bank?

Because we are processing a high amount of payments at the same time, it might take a bit longer than usual before you get an update from your bank.

We advise you to check your order status again in 6 hours.

An error message appeared during the payment process, what should i do?

If you got an error message on our website, please check your order status. Because we process a lot of payments at the same time, it might take a while before the order status is updated. We hope we can count on your patience and understanding.

For some payment methods, you might get redirected to another page of a third financial party. If you’ve received an error message here, it is best to get in touch with your payment provider directly.

What should i do if my card payment has failed?

Check if your computer is connected to the internet. If the problem persists please contact our support

 

Why was the wrong amount deducted from my account?

Please note Biqbask will only charge their users the value shown in the order confirmation page and no extra money will be received.

If extra money has been deducted from your account, it may due to:

  • Service fee or transaction fee charged by bank
  • supportive currency of your card is A, while order pay in currency B may cause more transaction fee

. Kindly note every card with supportive currency. Eg: if your card only support transaction in USD while order was paid through RUB. The transaction will be converted for further processing and extra money may be required for every conversion.

If you still have concern about this value, please double check with bank if value difference was caused by above reasons.

Order

How do i place an order?

When you’ve found a product you like, make sure you check product specifications such as size and color. You can also find more detailed information, such as sizing tables, if you scroll down the product detail page.

When you’re ready to place your order, you can click “Bask It” and continue to the checkout, or you can add the product to your cart first and continue shopping.

If you want buy all the items in your cart, simply click “Checkout” to place your order

Note: once the order has been paid, you are unable to change the shipping address.

Why didn’t my order go trough?

If your order didn’t go through and was denied, it may be possible that your payment was declined.

Here are a few reasons why that may have happened.

  • The card is expired.
  • The account has insufficient funds.
  • The card was reported as stolen or frozen.
  • If you are using a debit card, be sure it has a CVV and can be billed as a credit card.

Your order will also not go through if the product is unable to ship to your country

Where can i find an invoice for my order?

The invoice for your order will be sent to you by e-mail after purchase has been made. You can also view your invoices on your account page.

If you did not receive an e-mail please contact our support.

Why is my order history empty?

If your order history is empty, it could be possible that you’ve created or logged into a different Biqbask account.

If you do not see your purchases in your order history, please make sure you are logged into the correct account.

Is it possible to cancel my order after payment has been made?

If you wish to change or cancel your order you can do so by contacting us directly. As long as your order has not been sent out by our logistics personnel, we can immediately change or cancel it for you.

If your order has been sent we cannot change or cancel it unfortunately. You can then chose to decline the order and ask that it is returned to our zipcode, which will be specified on the package. As soon as we receive the returned package, the money will be put back onto the account you paid from when placing your order.

Shipping and delivery

When will i receive my order?

The shipping times vary based on your shipping Company. Estemated shipping times are displayed during checkout and on the product page. 

How can i track my shipment?

After placing an order you will receive an e-mail with your tracking information. You can also login to your account to view your order status.

If you did not receive your track and trace code please contact our customer support

How do i change my shipping adress?

Please be sure to enter the correct shipping information before placing your order, cause it is not possible to change this after your package has left our facilities.

If you’ve entered the wrong shipping information by accident please contact our support as soon as possible.

Within how many days is my order shipped?

Shipping times may vary based on the shipping method and delivery company you’ve selected during checkout. Our orders typically ship within 2 days and delivery can take anywhere from 5, up to 10 business days. However some products may have longer delivery times, these estimates are mentioned on the product page below the add to cart button. 

 

You can track your package in your biqbask account or via the link we sent to your e-mail.

What are the shipping costs?

We strive to maintain low shipping costs. The shipping price associated with each item is displayed at checkout. The cost varies depending on the size, weight and destination of your order.

What company ships my order?

Our available shipping methods are: DHL, UPS, GLS, SEUR, TNT, Dachser.

Does biqbask ship to my country?

Biqbask currently ships to all country’s within the european union (EU). Unfortunately, it is not possible to place an order outside of the EU.

Please note: In case of shipment to the Canary Islands, Ceuta and Melila, shipping chargers may be higher than usual. Also custom clearance and tarrifs may apply. 

What if my order status shows that my package has been delivered but i never received anything?

If your order status is displayed as “delivered” but you’ve never received your package. Please contact our support to solve the issue.

What if my package has been lost?

Please contact the delivery company in charge of your shipment and see if they can track down your package and contact our support team.

What if i miss the first attempt to delivery?

If you missed the first delivery attempt, your delivery company will provide you with further instructions on how to get your package.

Usually the delivery company will make another attempt or temporarily store your package at a extraction point in your residence..

Warranty

What is the warranty term?

All the products offered in the Biqbask catalogue have a 2 year warranty according to European law.

How do i file my purchase product for a warranty?

In order to file your product for warranty, please contact our customer service who can outline the procedure for you.

is there a option to extend my warranty?

Unfortunately there is currently no option to extend your warranty term.

If i replace my product for a different product, does the warranty still count?

If you decide to exchange your product for another, you will receive another 2 year of warranty.

If the warranty term has expired, can i still return or repair my Biqbask product?

It is not possible to return or repair your product outside of the warranty term. I’f you notice any faults during use, don’t hesitate to contact our support team to file a warranty claim.

Refunds and returns

Are there any additional cost to return my product?

Unless the merchant shipped the item in error or the delivered item is damaged or defective, the consumer must pay the costs for return shipping.

I cancelled my order, how will i receive my refund?

Your refund will be stored to the same account you made the order purchase with. Please allow 5 – 10 business days for the refund to appear in your account.

Can i exchange an item for another?

Unfortunately, we currently don’t offer item exchanges. We may be able to help replace an order if it doesn’t meet your expectations. Please contact the biqbask customer support for more help.

Can i return my product after heavy use?

Unfortunately it is not possible to return heavily used products. We only accept returns if the product is in excellent condition.

I’ve decided to return my product, what adress do i send it to?

Once you have initiated the return process, you will be provided with the return adress and further instructions by e-mail.

If the return term has passed, can i still return my product?

Unfortunately we cannot take back returns outside of the 14 day return term. Outside of the term you will have to re-purchase the product.

What are the refund and return terms?

Consumers in the European Union can return any items, except Excluded Items, within 14 days of receiving the item.Excluded Items include DVDs and software or body or hygiene products, such as creams and lotions, where the seal has been broken.

What are the steps to a refund or return?
In order to accurately/seemingly process your refund we ask you to provide us with photographs of the following: 
 
  • Photograph of the outer packaging.
  • Photograph of the open box where the protection can be seen.
  • Photograph of the label attached from courier.
  • Photograph of the damage.
  • Image of the list of products with stamps

you can add these as attachments in the contact form below or you can send an e-mail to: support@biqbask.com

Contact

Fill out the form below regarding your issue. Our support team strives to maintain quick response times. In order to solve your issue as soon as possible, please provide us with sufficient information. Our usual response times are between 1-3 business days.  EPN

Couldn’t find your answer in our FAQ? You can also reach us by phone every business day between 9am-5pm.

Dial: 085-06 01 989 or use the orange button below.

Monday 9am–5pm
Tuesday 9am–5pm
Wednesday 9am–5pm
Thursday 9am–5pm
Friday 9am–5pm

 

Call us at: 085 06 01 989

For any further general questions you can send us an e-mail at support@biqbask.com or click the blue button below to be redirected to your e-mail host. Our usual response times are between — 1-3 business days. 

Contact us: support@biqbask.com
  • Administration: Netherlands – Zoetermeer
  • Post adress: Van der Werffstraat 30, 2722AS Zoetermeer. (No pickups available)
  • VAT:(NL)859775446B0 1
  • Chamber of Commerce: 74109138