HELP!

Navigate to: First Time Customer - Ordering | Payment | Check Your Order Status | Delivery/Shipping | Returns | The Return Form | Contact Us

First Time Customer - Ordering

We want to make sure that your shopping experience is easy and fast, regardless of whether you are a new customer or a returning customer. Following is everything that you need to know about the ordering process:

Placing an order with Bemz is easy. Please note that we cannot accept orders by phone, fax, or e-mail. All orders must be placed online.

We'll walk you through the steps of placing your first order below.

Find the Items You Want

First you should identify the sofa or armchair that you own so that you can find a Bemz slipcover for your particular sofa or armchair. You can identify your sofa or armchair by browsing for it using the navigation tabs (in red) at the top of each page. First you should select either "Cushion Slipcovers", "Sofa Slipcovers"or "Armchair Slipcovers". Once you have selected one of these tabs, you will be able to see the particular sofa, armchair or cushion models for which Bemz provides covers. If you are still not certain if Bemz offers a cover for your particular armchair or sofa model, you can contact Bemz at info@bemz.com. We would be happy to help you with your questions.

Once you have identified your sofa or armchair you can select it and view fabric colours and designs from the colour and pattern palette at the bottom of the next page. Simply select the colour or design you prefer from one of the Bemz Collections and you will be able to view your selection on the 3D representation of your own sofa or armchair. You can continue to view alternate fabric and design selections until you are ready to make your choice.

Add the Items to Your Shopping Cart

When you have made your selection, simply click on the "Add to Cart" button on the left hand side of the page under the price and the item will be added to your Shopping Cart.
Once you've added an item to your Shopping Cart, you can continue shopping until your cart contains all of the items you want to order. You can access and edit the contents of your Shopping Cart at any time by going to "My Shopping Cart" on the left hand side of every page of our website.

Proceed to Checkout

Take a moment to review all of the items you've placed in your Shopping Cart. If you decide that you don't want to purchase a particular item right away, click the delete button (x) next to the title. When you're ready to place an order for everything in your shopping cart, click the "Check out" button. You will be taken to the first page of the order form.

The instructions below outline each step of our online order form. If at any point you encounter difficulty or receive an error message, please call our Customer Service department Monday to Friday between 8am-4pm (GMT) at +46 8 664 62 00 (or Toll Free from the UK: 0800 0470966) for immediate assistance.

Step 1 of 5- My Order-

Here you can review and submit your final order. Check the accuracy all of the information you provided and make any necessary adjustments. Here you can also see the taxes that are included in the purchase price of your product. When you are ready, click the "Proceed to next step" button to submit your order. (Once you place your order, we will send you a confirmation e-mail message. We will send you another e-mail message at the time of shipment.)

Step 2 of 5- Delivery Address-

Customers outside of Sweden, PLEASE REMEMBER- your order will be shipped to your door, so, we need all of the information required to get your package into your hands! This may mean that your shipping adress is different than your billing address. Your shipping address needs to be your physical location between 9-5pm on a business day (Monday to Friday). Please provide complete shipping details including any entry codes and telephone numbers where we can contact you during the day.

Customers in Sweden- Type in your home address. Your order will be shipped via Schenker PrivPak and will be delivered to a Schenker PrivPak representative near your home. You will receive an email or SMS (as specified by you) from Schenker PrivPak once your package has arrived at the authorized representative nearest to your home address. You will then be able to pick up your package at your convenience.
(For more information on Schenker Privpak services go to www.schenkerprivpak.se., and for locations of Privpak representatives go to http://www.karthotellet.com/schenker2/. Simply type in your postal address and you will be given the address of the privpak partner which is closest to your home address.)

When you have provided all of the details related to your delivery address, you can select "Proceed to next step" to go to the next stage of the check out process.

You can go back at any time in the check out process to make changes to any part of your order. Simply select "Back" on the bottom left hand side of the page to go back to the previous page, or select "Change" on the top right hand side of the page to change the products in your order.

Step 3 of 5- Delivery and Payment Method-

Here we provide you with your delivery options, delivery fee and the final price of your order including delivery. Please check to make sure the information, including choice of delivery, is correct.

If you are eligible for FREE Shipping and your order qualifies, the cost of shipping will be automatically deducted from your order.

Next, you need to let us know how you would like to pay for your order. We accept American Express, Diners Club, MasterCard, Eurocard, or Visa, and Intercard in Germany. All orders must be prepaid. Please provide complete credit card information including full name and billing address here. (Remember that your billing address may be different from your shipping address.)

Once you have finished this form, select "Proceed to next step" to complete the buying process.

Step 4 of 5- Payment

Please provide your credit card number and place your order. Your order is placed on a secure server through a Debitech payment gateway. Your credit card information is strictly confidential- Bemz does not have access to this information. Bemz uses DebiTech payment gateway, a strongly encrypted connection directly to the bank. Bemz does not have access to any information about the card or your bank account. The DebiTech secure server (SSL) is the industry standard and among the best software available today for secure commerce transactions.
Place your order by clicking on the "Order" button.

Step 5 of 5- Order receipt

Once you have placed your order, you will receive an e-mail confirmation of your order which is your receipt. You may print this receipt for your records. If you have not received e-mail from Bemz before, your e-mail application might sort the receipt as junk mail, so please check your junk-folder if you cannot find the e-mail.

Back to Top of Page

Payment

Do I pay VAT on my order?

VAT is included in the purchase price that you see on the website. VAT must be included in your price in accordance with European Union law.
You will see the VAT charge for your products in "Step 1of 5- My Order" during the checkout process.

Can I have an invoice for my order?

Of course! When you enter your data, you will be asked to give invoicing information. After you enter the information you will be emailed the confirmation of your order which is your invoice. You will not be able to enter VAT numbers, however, as Bemz only deals with end customers.

How can I pay?

By credit card. Bemz accepts: Visa, MasterCard, American Express, Diners, and Intercard in Germany.

How can I be sure that my card details are secure?

Your data is secure with Bemz: in fact Bemz does not have access to your credit card information. Bemz uses DebiTech payment gateway, a strongly encrypted connection directly to the bank. Bemz does not have access to any information about the card or your bank account. The DebiTech secure server (SSL) is the industry standard and among the best software available today for secure commerce transactions.

When will my credit card be charged?

When you place your order.

Check Your Order Status

Email anytime to customerservice@bemz.com or call our customer service department Monday to Friday between 8am-4pm (GMT): +46 8 664 62 00, (or Toll Free from the UK: 0800 0470966). Please provide your customer order number on the email or have it ready for the customer service representative when you call.

Delivery/Shipping

When will I receive my order?

In total, it will take approximately 6 weeks from the day that you place your order until it's delivered (about 5 weeks of production and 1 week of shipping).
If you are a customer outside of Sweden, UPS Standard Shipping is maximum 3-7 business days, Express is 1 business day and Expedited is 5-7 business days.
Please note that all of the UPS delivery options above are exclusive of the production time of about 5 weeks.

Shipping Costs to Sweden
Bemz is now shipping packages within Sweden via Schenker Privpak. (www.schenkerprivpak.se). Bemz has selected Schenker Privpak as our exclusive partner in Sweden in order to reduce shipping costs, while maintaining high quality service for our Swedish customers. Shipping costs are based on the weight of your package and are calculated during the check out process at Bemz.

Shipping Costs to EU (European Union) Countries, except Sweden
Bemz subsidizes shipping costs to a number of EU (European Union) countries (see list below). Bemz charges a minimal cost of 100SEK/10.70EUROS/7.30GBP for packages which weigh between 1-10kgs and 200SEK/21.40EUROS/14.60GBP for packages which weigh 10-20 kgs.

Shipping Costs to Non EU (European Union) Countries
Bemz will automatically calculate your shipping charges based on your country of residence, method of delivery (standard or express) and weight of package. This delivery charge will be automatically added to your invoice. Please note that Non EU residents are responsible for import fees and import taxes, if applicable.

Bemz has a worldwide relationship with UPS to shipping destinations outside of Sweden, and Schenker PrivPak to destinations in Sweden.
Customers outside of Sweden- UPS will deliver your package directly to your specified shipping address. 3 to 5 days before delivery, when the package is shipped from the factory, you will receive an email with estimated delivery date, and UPS tracking number.
Customers in Sweden- Schenker PrivPak will deliver your package to an authorized partner. When the package is ready for pick up, you will receive an email or sms (as specified by you in step 2 in the order process) and you will be able to pick up your Bemz package at your convenience. For a complete list of authorized Schenker Privpak partners, go to www.schenkerprivpak.se.

In which countries do you deliver?

Bemz currently ships to a number of countries within the European Union plus Norway, Switzerland, the United States and Canada.
Here is a complete list of countries to which Bemz ships:

Austria
Belgium
Canada
Denmark
Finland
France
Germany
Holland
Ireland
Italy
Norway
Portugal
Spain
Sweden
Switzerland
United Kingdom
USA

Which type of delivery can I choose?

Customers outside of Sweden will receive their package with UPS.
During "Step 3 of 5- Delivery and Payment Method" of the check out process you will find your shipping options as well as delivery prices.
Customers in Sweden will pick up their parcel at a Schenker PrivPak authorized partner (see information above).

How can I track my order when it has shipped?

UPS Shipping-
When your order is shipped, you will receive an e-mail from Bemz and UPS. In this e-mail you will be given a tracking number from UPS. You will be able to click on the link in the e-mail and track your order. If you are not certain of this process you can go to www.ups.com for more information.

Schenker PrivPak-
When the package is ready for pick up, you will receive an email or sms (as specified by you in step 2 in the order process) and you will be able to pick up your Bemz package at the indicated Schenker Privpak partner, at your convenience.

If you are uncertain of the tracking information please call our Customer Service Department, Monday to Friday between 8am-4pm (GMT): +46 8 664 62 00, (or Toll Free from the UK: 0800 0470966). You can also e-mail us at customerservice@bemz.com.

What's a tracking number?

It's a reference number that the UPS or Schenker PrivPak courier associates to your shipment. You will find this number in the confirmation e-mail or sms (sms- Schenker PrivPak only); always use it if you want to contact UPS or Schenker PrivPak directly to track your order.

What happens if there is no one in to accept the delivery from UPS?

UPS delivers from Monday to Friday during office hours and you cannot pre-book delivery times. The courier will try to deliver the parcel for three consecutive working days, leaving a notification each time with a toll free number where you can contact UPS. You may then contact UPS and arrange for delivery to the address of your choice. After the third failed attempt, UPS will take the parcel to its own warehouse and Bemz will e-mail you or call you for new delivery instructions. If UPS is unable to deliver the parcel to you, they will return it to Bemz.
So we recommend you give a delivery address where you will be easy to find between Monday to Friday from 9am to 5pm (where you work perhaps, indicating name/company/business/office and, if necessary, the number or name on the doorbell, internal number, if there is a doorkeeper or other information).

Back to Top of Page

Returns

How can I return a product?

If you are not satisfied with your purchase for any reason, you are entitled to return it within ten working days from the date you received the parcel. Ensure you have complied with the following return conditions:
• the online return form must be correctly filled out and sent to Bemz so you can get a return number;
• the item must be unused, unwashed and not damaged;
• products must be returned in their original packaging
• products must be sent to Bemz in just one parcel.
• the complete product must be returned if nothing else has been specified by our Customer Service department.
• Bemz must receive the goods within 30 working days of the date you received the parcel.
• The products may be returned by dispatching the package through the shipping agent indicated by Bemz.

Bemz reserves the right to refuse a return if any of the above conditions have not been fulfilled. If you have observed all requirements, Bemz shall refund the entire price for the purchased products. Shipping costs for the original delivery of the purchased products shall not be refunded.

FREE RETURNS

Shipping of returned products is free of charge if you use a Bemz' shipping partner (Schenker PrivPak or UPS) and the return form provided on the Bemz website. If you decide to use a different shipping agent, shipping costs for the delivery will be charged to you.

How do I ship back the products?

Fill in the Bemz Return Form online with your order number. When our Customer Service department contacts you, please give us as much information as possible, why you wish to return the product/s. This will help us to improve for the future and better meet our customers' demands!
We will inform you how to contact our shipping partner in order to organise the pick-up.

Can I exchange one product for another?

No, if you don't like the color or the design of the product that you purchased, send it back to Bemz and you will receive a refund of the product cost. You won't be able to exchange one item for another.

How much will it cost me to return the product?

Nothing. Bemz is paying for the return-shipping. Remember, however, that we don't refund the original delivery cost, only the amount paid for the items you have decided to return.

What shall I do if the original packaging is unusable?

Usually we only accept returns if they come in the original packaging. If this is unusable, you can replace the original box with one of the same size and thickness.

When will I get my refund?

After Bemz receives and confirms that your return item meets the return policy requirements, you will receive an e-mail with refund confirmation. The credit should appear within two billing cycles depending on the refund policy of the credit card used or two months in case of debit card. Be aware that the currency date will be the date you ordered on www.bemz.com (credit date = debit date), this means that no interest will be charged on your account.
NB: Remember that the original delivery charges will not be reimbursed.

Back to Top of Page

Return form

It is possible to return items within 10 working days from the delivery date.
Enter the order number relating to the item you want to return.

Order number:

Contact us

You are welcome to call our Customer Service Department Monday to Friday between 8am-4pm (GMT).

Contact us:

United Kingdom: call 0800 0470966 (Toll Free) or e-mail: customerservice@bemz.com

Sweden: call 08-664 62 00 or e-mail: kundservice@bemz.com
Sweden: call 08-664 62 00 or e-mail: kundservice@bemz.com

Germany: call 0800 180 4055 (Toll Free) or e-mail: kundendienst@bemz.com

France: call 0800 918 864 (Toll Free) or e-mail: serviceclient@bemz.com

From other countries than above: call +46-8-664 62 00 or e-mail: customerservice@bemz.com

We will be happy to answer your questions, or, provide assistance in placing your order.

Back to Top of Page