FAQ's
Frequent questions
MY ACCOUNT
I forgot my password, what should I do?
You can request to reset your password by clicking on FORGOTTEN PASSWORD? and following the instructions in the email you will receive. If you need further assistance you can always contact our Customer Service.
Can I delete my account?
We are sorry that you want to delete your account, to confirm the deletion simply contact customer service and they will delete it immediately
Can I change my account details?
You can always edit the data in your account from the main profile page by clicking on the Edit details button. Remember to click Save to ensure your changes are applied.
What benefits do I get by registering an account?
As a registered user of My Beilayn, your order history will always be up to date, you can easily edit your personal information and have quick access to creating your wish list. We also recommend that you sign up to the newsletter to find out about news and receive promotions and exclusive offers in advance.
Is the information kept confidential?
The protection of your personal data is very important to us and we treat it in accordance with applicable data protection laws. For further information, please consult the dedicated section of the PRIVACY POLICY.
PRODUCT INFORMATION AND E-COMMERCE SUPPORT
How can I find my size?
On the product page you will find the SIZE GUIDE with the corresponding sizes in your country. If you require further information, please contact our Customer Service team for advice.
Where can I find product information?
On the product page you will find the PRODUCT DETAILS relating to composition, workmanship, color or model. If you need further information, you can always contact our Customer Service team to request more details.
How can I make sure my product is authentic?
Beilayn product is always authentic when purchased from our official website. To identify a counterfeit product we recommend paying attention to possible defects, poor quality materials, unusual labels and unofficial stamps.
What should I do if the product I want is not available?
If the item is not available, select the size you are interested in from the product page and then click on the NOTIFY ME WHEN AVAILABLE button. This way you will receive an automatic email when the product is available again in the future.
How can I cancel my newsletter subscription?
We are sorry that you no longer wish to receive our newsletters. To be removed from our mailing list simply click on the Unsubscribe link at the bottom of each newsletter. If you need further assistance, you can always contact our Customer Service team. You can register again whenever you want!
What should I do if there are technical problems on the website?
We recommend that you change your browser/device/payment method or clear your cache. If the problem persists, you can always contact our Customer Service team for further assistance.
How can I contact customer service?
If you need assistance you can always contact our Customer Service team using the CONTACT FORM available on the contact page at the bottom of the webstore.
RETURNS AND REFUNDS
How can I make a return?
You can register your return request by contacting our Customer Service.
Is the return free?
No, the costs of the return remain the responsibility of the Customer, for further information contact our Customer Service
Can I exchange the purchased item?
Yes, you can exchange the item you purchased. Simply fill out this form and send it to our customer service via email at customerservice@beilayn.com. Our team will assist you with the exchange process promptly.
How long do I have to return the order or products?
You can register your return within 14 days from the date of receipt of the last package of your order. Returns terms may be extended during holiday periods. Sign up for our newsletter to receive updates on all promotions.
How long does it take to receive a refund?
From the time the package arrives and all warehouse checks have been completed, it may take up to 14 days for your refund to be issued. Once your refund has been issued, the exact amount will be credited depending on your payment provider's processing times.
How is my refund issued?
All refunds are credited back to the original payment method used to place the order. Once your refund has been issued, the exact amount will be credited depending on your payment provider's processing times.
I've changed my mind, can I cancel the return request?
Yes, it is possible to cancel or modify a return request. Please contact our Customer Service team for further guidance.
Why am I being asked for my bank details?
If for any reason the refund cannot be issued to your original payment method, we will email you to obtain alternative bank/PayPal details so we can process the refund.
The amount I was refunded is incorrect, what should I do?
Please contact our Customer Service team for further guidance.
How can I get a refund confirmation?
Please contact our Customer Service team for further guidance.
WARRANTY AND AFTER-SALES ASSISTANCE
What are the warranty conditions?
Beilayn warranty on its products lasts two years and only covers manufacturing defects. If shortly after delivery you notice that your product is damaged or if a defect appears during the warranty period, please contact our Customer Service for further information.
What should I do if I encounter a problem with a product after the warranty has expired?
After the two-year warranty period Beilayn cannot offer any additional after-sales support.
I received a product that I did not order, what should I do?
Please contact our Customer Service team for further guidance.
I received a damaged product, what should I do?
Please contact our Customer Service team for further guidance.
My order has missing items, what should I do?
Please contact our Customer Service team for further guidance.