Customer Service & FAQ

The answers below summarise our Shipping Policy and Return & Refund Policy, which always prevail.

1. Orders & cancellations

Can I cancel or change my order?
Orders are prepared quickly after payment. Email info@bekkoz.com as soon as possible: we can cancel your order as long as it has not left the warehouse. Once it is in transit it can no longer be cancelled or changed, and our return process applies.

Is my payment secure?
Yes. Checkout is hosted by Shopify, which is certified PCI DSS Level 1. Your card details are encrypted and are never stored by BEKKOZ.

2. Delivery, duties & taxes

Where do you ship?
We ship to the United States, Switzerland and a wide selection of international destinations, including Canada, Australia, Japan, Singapore, Hong Kong, South Korea, the United Arab Emirates and Saudi Arabia. The full list of available countries is shown at checkout. We do not currently ship to the European Union or the United Kingdom. A small number of pieces are available for international delivery only; the checkout will tell you if an item cannot be delivered to your address.

How long does delivery take?
Orders are dispatched within 24 to 48 hours of payment, Monday to Friday. Delivery then takes 5 to 6 business days (Standard) or 3 to 4 business days (Express) to the United States, 4 to 7 business days to Switzerland, and 5 to 10 business days to other international destinations. These are estimates; customs checks, weather or carrier delays can extend them.

How much does shipping cost?
Shipping costs are shown at checkout before you pay. Standard shipping is complimentary on orders of $400 or more, in the United States and internationally. Express shipping is available at checkout for an additional fee.

Will I pay customs fees on delivery?
United States: for most pieces, no. US import duties are prepaid by us and included in the price (Delivered Duty Paid). Exception: pieces that ship from our partner warehouse in Austria are clearly marked "Ships from Europe · import duties payable on delivery" on the product page and in your bag. For those, US import duties and carrier fees are collected by FedEx on delivery (estimate: about 15% of the item value plus around $20 in fees).
All other countries: international orders are shipped DDU (Delivered Duty Unpaid). Local import duties, taxes (VAT, GST or equivalent) and carrier clearance fees are not included in our prices and are collected by the carrier or customs before delivery. They are the customer's responsibility and are not refundable. We recommend checking your local import rules before ordering.

What happens if I refuse a parcel?
A parcel refused on delivery (including when import duties or taxes are declined), undeliverable because of an incorrect address, or not collected is returned at the customer's expense. Once it is back with us, we refund the value of the goods less the original shipping costs, the return shipping costs and any duties, taxes or carrier fees charged to us.

How is my parcel shipped?
Every order ships fully tracked and insured with FedEx, DHL or UPS. You receive a tracking number by email as soon as your parcel leaves the warehouse, and a signature is required on delivery.

Where is my order? I have not received my tracking number.
Your tracking number is emailed as soon as your parcel leaves the warehouse, usually within 2 business days of your order. Please check your spam folder. If it has not arrived within 3 business days, or if you have lost it, email info@bekkoz.com with your order number and full name and we will send it again.

3. Returns & refunds

What is your return policy?
You have 7 calendar days from delivery to request a return by emailing info@bekkoz.com with your order number. Once your return is approved, the parcel must be handed to the carrier within 48 hours and in any case shipped back within 14 calendar days of delivery, with FedEx, DHL or UPS. Parcels sent by standard postal services are refused.

What condition must items be in?
Unworn, unwashed and undamaged, with all original designer tags, labels and packaging (boxes, dust bags, cards). Designer boxes must not be used as the outer shipping box.

Who pays for the return?
Unless the item is defective, damaged or not the one you ordered, the cost of the return label is deducted from your refund. International return shipping is always at the customer's expense. Duties and taxes paid on the original order are not refundable.

When will I be refunded?
Refunds are issued to your original payment method within 3 to 7 business days after your return arrives and passes inspection. Your bank may take a further 2 to 5 business days to show the amount.

My item arrived damaged or is not what I ordered.
Contact us within 48 hours of delivery with photos of the item and its packaging. We cover the full cost of the return and refund the item in full, including the original shipping charges.

An item is missing from my parcel.
Contact us within 48 hours of delivery with photos of the packing slip, all the contents of the parcel and the shipping label. If the parcel looks tampered with, please also report it to the carrier.

4. Products & authenticity

Are your products authentic?
Yes. Every item is 100% authentic and brand new, with its original tags. BEKKOZ is an independent retailer: our pieces are sourced through an established European wholesale distributor of designer fashion. We are not affiliated with, or endorsed by, the brands we sell. Learn more about authenticity.

Will a sold-out item come back?
Most pieces are available in limited quantities and are not restocked once sold out.

Promotional codes
When we run a promotion, its terms are shown with the offer. Codes cannot be combined and cannot be applied to orders already placed. If you return part of an order that used a code, the refund matches the discounted price paid for the returned item.