Delivery and Return

HOW TO ORDER?

You can order using the user account you create on the site or directly, without having a user account.

The steps you need to take to place an order are:

Step 1 – Go to the SHOP page

Step 2 – Choose the product by clicking on the product image or its name

Step 3 – Go to the product page where you select the size

Step 4 – Click the “Add to cart” button

Step 5 – Click the bag icon / icon and view the shopping cart

Step 6 – If you have a voucher / discount code you can fill in the field and by pressing the “Apply” button the shopping cart is updated with the discount offered.

Step 7 – Click the “Finish Shopping” button

Step 8 – If you are not logged in through your user account, then 3 forms will appear:

Form 1 – For the existing client the form with username and password

Form 2 – For the new customer – the option to create an account

Form 3 – If you do not want the data to be stored, log in as a visitor

By completing the check-out process and placing an order by clicking the “Place Order” button on the check-out page, you consent to the purchase of the products placed in the shopping cart.

Step 9 – After completing one of the 3 forms you will enter the “Complete Order” page where you will fill in the necessary information and select the payment method.

Step 10 – After choosing your preferred payment method, you will receive an order confirmation email.

 

ORDER TRACKING

After placing an order, you will receive an email from us containing all the details of the purchase. We may also keep in touch if we need additional information to verify your payment.

Once your order is confirmed, BACH will ship to the courier to deliver the purchased products.

We will keep you updated with tracking information and an estimated date of arrival. You can also track the progress of the order in your BACH account under “My Orders”.

Although we aim to always deliver on time, we are not responsible for delays due to customs clearance or failed payment approval.

 

CUSTOMIZED PRODUCTS

For customized products please contact the BACH team for all necessary information. Customized products cannot be returned unless they are non-compliant.

 

DELIVERY AND TRANSPORT

BACH delivers the products only after the full collection of the order price (order confirmation).

Orders will be delivered anywhere in Romania (through the courier service employed by BACH) and outside Romania, where it will be delivered depending on the availability of the delivery service of the UPS partner

The goods are shipped in the order in which the orders were received, until the stock is exhausted. In case of a large number of orders, or in case of error, the stock has been exhausted but the information has not been uploaded on the website and we can not deliver the goods, we will inform you immediately and we will refund the full amount paid, using the method payment used by you.

The estimated delivery time is calculated from the order confirmation.

Do you want to be one step ahead of everyone?

At BACH you can also order products from future collections – through PRE-ORDER orders. In this case, we indicate on the site the launch date of the collection and your order will be delivered until the launch date that is specified on the site.

PRE-ORDER orders cannot be canceled. After receiving the product, if you wish you can use the right of return according to our return policy

Delivery time – in ROMANIA

Delivery is made through the Fan Courier supplier and the delivery time is 1-3 days from the order confirmation.

During the legal holidays, the Black Friday event, as well as during the whole other campaigns of the company, the processing of an order as well as its delivery may depend on the degree of loading of the courier.

Delivery time – outside Romania’s borders

Delivery is only by UPS courier.

  • STANDARD UPS delivery: delivery time in 5-8 working days;
  • UPS EXPRESS SAVER delivery: WorldWide (less Romania): delivery in 2-4 working days.

Please note that our shipping times are for reference only and are based on shipping time. BACH cannot be held responsible for customs clearance delays or approval of a failed payment, although we will try to minimize any delays.

 

CUSTOM DUTY FEES

Customs duties may be applied to products delivered outside the borders of the European Union. Customs duties are not included in the price and are not the obligation of BACH. In order to be able to pick up / receive the package you will have to pay the customs duties calculated according to the legislation applicable in the country of destination

As a beneficiary of the order, however, you must pay these taxes and fees in order to release the order from customs. As we cannot inform you of the exact amount, we recommend that you contact your local customs office or tax authority before placing an order.

BACH does not charge a usage fee for international purchases. In the case of states that charge sales or use taxes, your purchase may be subject to use tax. For more details, please contact the respective tax authorities

Please note that if you return an item, taxes and import duties will be responsible for recovering the fees directly from the local customs office.

 

RETURN AND REFUNDS

Products purchased from the site can be returned:

  • in the BACH store in Romania, personally handing over the product;
  • by filling in the Form displayed on the site in the Contact section or unequivocal statement regarding the decision to withdraw from the contract, the receipt of which will be confirmed (paper or e-mail)

The product can be returned within 14 calendar days from the date of delivery of the product.

In accordance with the preamble to Directive 2011/83 / EU, point (47), in order to determine the nature, characteristics and functioning of goods, the consumer should handle and inspect them in the same way as he would be allowed to do. he does it in a store. You can withdraw from the sales contract without having to justify the decision and without incurring other costs (except for the return shipping cost).

However, we must inform you that you are responsible for any possible decrease in the value of the products, if after checking the conformity, properties and functionality of the products it turns out that this devaluation was caused by improper handling by you.

If you want to return a product, know that it is very simple, but you must take into account the deadline of 14 calendar days from the date of receipt of the package for the returned products to reach BACH and the fact that the products must meet several conditions:

  • Products must be returned in the condition in which they were delivered, without traces of wear, damage and unused (tested but not worn), with all accessories and labels attached: BACH seal, cardboard label, brand label, composition label, etc. and original packaging included.
  • All accessories must be returned with the original boxes and dust bags, if any, and placed inside an outer protective box for transport.
  • If a product has a BACH security label or mark attached, it must be returned with the label in its original position.
  • You can fill in the withdrawal form received in the delivery package to enter it in the return package or fill it in online.

Please be careful when trying the purchases and return them in the same condition in which you received them. Returns that do not comply with our policy will not be accepted.

We recommend that you schedule the return package to be shipped shortly after receiving the order so that the package arrives at BACH within the legal deadline of 14 days.

For deliveries outside Romania, please be careful not to damage / throw the return label out of the box when opening the package. The return label must be used according to the instructions below in case of return.

 

How do I return the products to BACH (products delivered in Romania)

  • Prepare the package with the return documents included in your order. Here’s how:
  • Place the products you want to return, with all the original packaging in the BACH box.
  • Prepare the package and ship it with any courier company of your choice. The return shipping cost must be paid by you when sending the package.
  • The cost of return transportation is borne entirely by you. If the return cost is not paid for the package (eg it is shipped with payment to the recipient) the package will not be accepted, and the amount of the product / products will not be refunded to the customer.

 

How do I return products to BACH (products delivered outside Romania’s borders)

Prepare the package with the return documents included in your order. Here’s how:

  • Place the products you want to return, with all the original packaging, in the BACH box and close the transport box.
  • Attach / paste the return label (AWB UPS courier form) outside the shipping box to BACH.
  • Contact the local courier of the UPS courier company that delivered the product to pick up the return package.
  • Keep a copy of the Return Label, as you can check the delivery status of your package with our carrier using the tracking number provided.
  • The cost of return shipping is borne entirely by you but you do not have to pay the return UPS courier. The cost of return transport will be deducted in the refunded amount.

RETURN LEADS TO CANCELLATION OF ORDER!

If you want the same product but want to change the size, you must know that you must return for the product received and place a new order. The money collected for the returned product will be refunded according to the rules below.

PRODUCTS THAT CANNOT BE RETURNED

  • Sealed products that cannot be returned for hygienic reasons (body clothing eg panties or swimwear).
  • Customized products made to order

 

REFUNDS

BACH will make an assessment of the condition of the product, including its components and accessories and will issue the reversal invoice with the value resulting from the assessment.

BACH refunds to the customer the price of the returned product including the initial delivery costs (if incurred by the customer), within 14 days from the date BACH received the returned product and will use the same payment methods used by you for the initial transaction. , unless you request another payment method. Transfer fees (if any) are borne by the customer.

For the return of products delivered internationally by UPS, the return cost is borne by the customer and is deducted from the refunded amount.

Once the products returned by you have been received and accepted by BACH, your refund will be completed by the initial payment method.

We will keep you posted on every step. You can track the return of your package with your carrier using the return label tracking number, or you can check the status in My Account, “Orders and Returns.”

 

GUARANTEE

BACH wants the products sold to be free of defects and to comply with the order placed by you. BACH guarantees all products sold.

However, if the product has a manufacturing defect, you can request, free of charge, the repair or replacement of the product within 14 days from the date you received the product.

The guarantee is validated with the guarantee certificate and the invoice. For each warranty claim please fill out the Withdrawal Form and contact: office@bachcouture.com.

 

COMPLAINTS

The claim statement (the return form completed with the description of the defect) can be sent to BACH in any form, however, sending it together with the claimed product can speed up the complaint resolution process.