Frequently Asked Questions
Email Support: hello@eu.beistravel.com
Monday-Friday 9am-5pm CEST
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E-GIFT CARD T&C
We do not currently offer gift cards for BÉIS Europe. BEIS E-GIFT CARD T&C Click Here
HOW DO I CHECK MY E-GIFT CARD BALANCE?
We do not currently offer gift cards for BÉIS Europe.
UPDATES ON (COVID-19)
Dear Loyal BÉIS Customers,
We want to send our love to all of you and are hoping everyone is staying healthy. As the world faces the unprecedented challenge of containing and curing COVID-19, we are dedicated to ensuring the health and safety of our immediate and extended teams, our consumers and our community. Based on what we know now, we want to provide you a few pieces of information that may impact you relative to your order and interaction with our organization.
Customer Service:
Our customer service team is working from home and will be available to respond to your emails. We will continue to maintain our hours for our chat feature available through the website.
Order Processing:
Our warehouse remains open, as of now, and orders are processing. The team and warehouse facility are following all safety and cleanliness measures suggested by the CDC.
Order Shipping:
Due to the impact of COVID-19 please expect shipping delays up to 1-3 business days. This includes expedited orders.
The information that we have received from our shipping partners, both international and domestic, indicates that deliveries are ongoing. In areas of the country and the world where there is mandated quarantine or self-quarantine, there could, understandably, be delays in delivery times. Most importantly, we want to ensure that all of our partners prioritize the safety of their team members. We will remain diligent in providing updates to you, should this change.
As always, we greatly appreciate your support and patience as we navigate these difficult times. We know much has changed in your lives and plans and that can be disconcerting. We hope everyone can take this opportunity to spend time and cherish those far and near and come together as a community to support one another and our neighbors. Stay safe and healthy friends, we will get through this, together!
REWARDS PROGRAM
Will my purchases from the BÉIS US store carry over to Europe? At this time no. We're working to syndicate points with our technology partner. Our loyalty program is not currently available to European customers. View T&C
Email Support:hello@eu.beistravel.com
Monday-Friday 9am-5pm PST
HOW DO YOU PRONOUNCE BÉIS AND WHAT DOES IT MEAN?
BÉIS is a homonym of Base and Bass like Home-BÉIS or Turn up the BÉIS! So, BÉIS-ically, it’s all about that BÉIS.
The word Beis, without the accent means Beige, in Spanish. Beige is the core color of the BÉIS brand. We added the accent to give you the freedom to define the word yourself, so go ahead, tell us what BÉIS means to you! To us it means defining yourself through your adventures, effortlessly and with style!
WHAT IS YOUR LIMITED LIFETIME WARRANTY POLICY?
Please note that our luggage (Carry-On & Check-In) have its own Limited Lifetime Luggage Warranty. Please view the details and qualifications of this policyhere.
I WANT TO MONOGRAM SOME OF MY PRODUCTS, HOW DO I DO THAT?
Due to overwhelming demand of monogramming, we are currently back logged in processing current orders and need to temporarily remove these services while we re-evaluate our processes. We hope to be up and running again, soon.
WHERE CAN I BUY BÉIS PRODUCT?
You can purchase BÉIS product on beistravel.com, Revolve.com, Nordstrom.com, and select Nordstrom stores near you.
WHAT ARE BÉIS BUSINESS HOURS?
We're here for you 9am-5pm CEST (Monday - Friday). Email us at hello@eu.beistravel.com or get in touch via live chat!
ORDER QUESTIONS
Have a question about your order?
Email hello@eu.beistravel.com with your order number in the subject line
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HOW CAN I CHECK THE STATUS OF MY ORDER?
We’ll keep you updated via email and we’ll send the tracking number as soon as it ships so you can check the status and see when it will arrive. We use DPD to ship most orders in Europe. If you need to make a change to your address, please contact customer service at hello@eu.beistravel.combefore your order ships to make sure it arrives at the right place.
CAN I CANCEL MY ORDER?
We process and ship your order as quickly as possible. Our customers have an hour window to request a cancellation. While we will do our very best to accommodate your request during the hour window timeframe, cancellations are not guaranteed.
Please contact us at hello@uk.beistravel.com as soon as possible if you would like to cancel your order.
HOW CAN I TRACK MY ORDER?
For online orders an email will be sent with a shipping confirmation and tracking information, still have a question? Email us at hello@eu.beistravel.com
CAN I RETURN A PRODUCT THAT HAS BEEN PERSONALIZED WITH A MONOGRAM?
At this time we do not accept returns of monogrammed products.
WHAT HAPPENS IF I ORDER SOMETHING AND IT IS OUT OF STOCK?
We will contact you and refund you the full price of the item and refund your card or account for the value of the item within 3-5 business days.
I ENTERED IN THE WRONG ADDRESS, WHAT DO I DO?
Contact hello@uk.beistravel.com immediately. Customers have a one-hour window to request an address edit. We will do our best to accommodate but there are no guarantees.
If we are unable to edit your address, you will need to contact the carrier directly to see what they are able to do for you. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, please note that shipping is non-refundable.
THERE IS A PROBLEM WITH MY SHIPMENT, WHAT DO I DO?
If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which will result in an upcharge. BÉIS is not responsible for paying this upcharge. To avoid the upcharge, ask the carrier to hold the shipment at the nearest location for you to pick up.
MY ORDER NEVER ARRIVED. LOST OR STOLEN SHIPMENTS.
BÉIS is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (DPD). Once your claim has been filed, please contact us directly at hello@eu.beistravel.com with information regarding your situation and your claim number.
IS YOUR SITE SECURE?
Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the top status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. View the privacy policy. BÉIS does not store credit card information on our site.
WHERE ARE YOU GUYS LOCATED?
Our global headquarters are in El Segundo, California.
WHAT TYPE OF PAYMENT DOES BÉIS ACCEPT?
eu.Beistravel.com accepts all major credit cards – Visa, MasterCard, Bancontact, iDEAL, American Express, Discover, JCB, Diner’s Club, Shopify Pay, Apple Pay, Google Pay, and Afterpay (Afterpay will be available for our customers with a valid Europe billing and shipping address). At this time we accept USD and Euros only - stay tuned as we expand our currency offering.
DO YOUR PHOTOS ON THE SITE MATCH THE PRODUCT EXACTLY?
Due to various minor improvements made to the construction of the product, digital photography, and dye lot variations, we cannot guarantee that the color and construction you see on your screen as an exact replica of the product. We strive to show our products as accurately as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct. For best results, view this page with your color depth set to 16-bit (thousands of colors) or higher.
PRE-ORDER QUESTIONS
Have a question about your pre-order?
Email hello@eu.beistravel.com with your order number in the subject line
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HOW LONG DO I HAVE TO PRE-ORDER?
Pre-order is open now until Tuesday 7/25 at 11:59PM PST, or until we hit our available capacity, whichever happens sooner.
WHEN WILL MY PRE-ORDER SHIP?
Estimated ship dates for pre-order is January 2024. Updates on shipment status will be provided via a monthly email.
WILL I BE CHARGED UPFRONT?
Yes, pre-orders payment will happen up front, at the time of placing the order.
WHAT IF SOMETHING CHANGES BETWEEN NOW AND WHEN THE ORDER WOULD SHIP?
Should something happen in between, you can always reach out to our customer service team at hello@beistravel.com. Have your order number handy, and they can help you update your order. We will also be sending monthly emails with updates on your pre-order! Our standard warranty and return policies reply.
WILL I STILL BE LIMITED TO 1 ITEM PER PRODUCT?
Yes, our 1 item per product limit will still apply!
WILL THIS BE AVAILABLE FOR EU/UK/CAN?
Yes, this is an international pre-order. However, it will not be available for pre-order on our mobile app.
COULD IT COME SOONER?
It’s possible that your order could be fulfilled sooner than the estimated date, but please plan based on the estimated shipping window Jan 24, 2024 – Jan 31, 2024.
DO I HAVE TO BE ON THE WAITLIST TO ORDER IT NOW?
No, pre-order is available for everyone regardless of whether or not you joined the waitlist! The waitlist was created to help us gauge demand and ensure we could offer pre-order.
WILL EVERYTHING IN THE COLLECTION BE AVAILABLE?
Yes, the entire launch collection will be available. However, it will not be available for pre-order on our mobile app.
WILL THIS BE RESTOCKED?
No, this collection can be pre-ordered today but will not be restocked. We are only ordering the pre-order quantity.
WHAT IF I WANT OTHER (NON-BARBIE) ITEMS IN MY ORDER?
Please place a separate order for additional, non-Barbie products.
DOES PRE-ORDER GUARANTEE THAT I GET THIS PRODUCT?
Yes, if you place a pre-order, you are guaranteed to receive it.
Can I use Afterpay?
Unfortunately, we are not accepting Afterpay on this pre-order.
PRODUCT QUESTIONS
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HOW MANY COLORS DO YOU CURRENTLY OFFER?
Beige, Black & Grey are our core colors, but we are constantly adding a few colorful pops in small accessories, have a color or print suggestion? Let us know at hello@eu.beistravel.com or follow us and comment on Instagram @beis
ARE YOUR BAGS TSA FRIENDLY?
Our bags are TSA and Carry-On compliant (fitting under the seat AND in the overhead bins) for most airlines.
There are also airport friendly details like a trolley sleeve that slips over your luggage handle and easily accessible padded laptop pockets, so you can fly through security check points.
ARE YOUR BAGS WATER RESISTANT? WHAT IS PET LINING?
All BÉIS bags are lined with a water-resistant lining that helps protect your belongings from liquid.
HOW SHOULD I CARE FOR MY BÉIS PRODUCT?
We recommend that you protect any light-colored product with a fabric and faux leather protector before use.
Light spot cleaning with a clean damp cloth is suggested.
WHAT IF MY BÉIS PRODUCT IS DAMAGED UPON RECEIPT?
Product that is received with damage can be returned for a full refund or exchange
HOW DO I SET MY TSA APPROVED LOCKS?
Please see our instructions here.
GIVE QUESTIONS
BÉIS believes travel breaks barriers & promotes unity.
We support organizations that believe the same.
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