FAQs

About the Product

• Are there size differences between brands? And between different models of the same brand?

  Yes, you can find some size differences between brands. You can even see that the same brand can stock models which differ slightly in size.

  We recommend you always verify what is the size equivalence of the product you are interested on in its American and European sizes. It could happen that you may always wear 5US men and by mistake you might be selecting a 5US women. Verifying the equivalence in the European sizing system or in centimeters, you will save yourself from making a mistake.

  If a specific model fits in a particular manner, we try to include this information on the product page. If you have any other specific questions about how a model fits, please get in contact with our Customer Service Department and we will do our best to provide you with some advice.

• Are there differences between models for men and women?

  Differences only exist in the American sizing system (US) for men and women. This is, 5 US women will correspond to less centimeters than 5 US men. Please take this into account when choosing your size to avoid any mistakes. To verify you are choosing the right size, the best thing you can do is to compare the American sizing system with the EU size and centimeters (CM).

  Note that no other sizing system presents any differences in size between womena and men.

• Can I reserve or pre-order a product?
  No, at B.A.E. you cannot reserve or pre-order any of our products. This applies to all products in our catalog, as well as exclusive product launches.

• When I add a product to the cart, will the item be reserved for me?
  No, products added to the cart are never reserved for a future purchase in your customer account.

• I like sneakers but my size is not available. Can you make this size available?

  We cannot order specific items to the manufacturing brands based on personal requests.

  If the size you are after is sold out, it is unlikely that we will be able to re-stock it. We usually do not renovate stock of products we have already worked with, as we keep a constantly renovated catalogue for our customers to find the newest and most unique products on the market at our stores.

• Can you make discontinued models or past editions available?

  No. It is not possible for us to get sneakers from previous editions or discontinued models already out of display elsewhere. Our stock available is what you can see on our website. Our stocks are synchronized in real time between our online store and physical stores.

  If a product does not appear available in our online catalogue, we unfortunately do not have it, and we won’t be able to get it.

• Can the color of a product I receive vary slightly from the photo on the product page?

  We apply solid quality criteria in all creative processes. Once you receive the product you may, however, notice a slight variation in the color of the product.
  Any possible variation depends mainly on the screen or device where the product page is displayed. We cannot control these conditions, but we recommend that if you have questions regarding the product, color, materials or appearance, you view the product on more than one screen.

  You can also contact us with any questions you may have about the product, color, materials or appearance.

• Are the items sold in your store original?
  Yes, all our products are 100% original. At B.A.E. we work directly with the manufacturing brands, without any intermediaries. For this reason, you can usually see us mentioned as a regular official collaborator in some promotional campaigns released by the brands.

• Is the amount that appears on the website the final amount that I will pay for the product?
  The value that you can see on our online store is always the final price to be paid for the product. The price does not vary, and it will remain the same regardless of the quantity of products being purchased.

• What steps should I take if an order I received has a manufacturing defect?
  All brands follow very strict quality control measures to ensure the excellent performance of the products they sell. In addition, when we receive the products at B.A.E., we perform an evaluation of the product to check for any visible defects. This way, you will rarely have to contact us regarding a manufacturing defect in a product you received.
  
  If you notice that a product you received has a manufacturing defect, please contact us as soon as possible so that we can assess the incidence accordingly.

orders

• How can I confirm that my order was placed correctly?

  You can easily confirm that you have placed your order correctly in three ways:

  • After the payment process has been successfully completed, you will be redirected to a confirmation page where we provide you with an order number.
  • After a few minutes, you will receive a confirmation email in your inbox with all your order details.
  • The payment is processed straight away, so you will be able to see the charge on your bank statement, PayPal account or MBWay app.

  If you are unable to confirm all of these, your order may have not been placed correctly. Please do not hesitate to contact us if you have any queries on this regard through your customer account and we will confirm the status of your order with you.

• I placed an order but did not receive a confirmation email. Was the order successful?

  When you place an order, you always receive a confirmation e-mail with the order summary. If you didn't receive it in your inbox, please check your other folders (spam, among others). If you don't find the e-mail, it means that the payment may not have been processed properly and the order may not have been placed.

  If you did not receive the confirmation e-mail, we recommend that you check the list of orders in your customer account, or contact us.

• Is it possible to change an order after it has been submitted?
  No, it is not possible to proceed with any modifications once the order has been successfully placed. Our processing and shipping procedures are truly short so that we can ensure we deliver our products as fast as possible.

• I want to place an order, but I want to get in touch with you first. How can I do it?

  You have several ways to contact us! You can use WhatsApp, our social networks (Facebook and Instagram) and e-mail – online@bae-store.com.

  Our online customer service is available from 9:00 to 18:30 hours (CET) from Monday to Friday. We always try to answer all queries between 24 and 48 hours after it is received (business days only).

  You can also contact us at Customer Service by phone. Our telephone helpline is operative from 9:00 to 18:30 hours (CET). All our agents speak fluent Portuguese and English.

• I placed an order in the online store. Is it possible to pick up the order in the physical store?
  Yes, you can pick up your order in our store. To do so, select it at checkout. To find out more please check our "Shipping" section.

• Can I place an order over the phone?
  No, it is not possible to place an order through our phone helpline. We are unable to keep any records of confidential payment details due to legal restrictions on data storage. All orders must be placed on our online store, or at one of our physical stores.

• I just received my order, and the product I received does not match the product ordered. What can I do?
  If you notice that a product you received does not correspond to your order, please contact us in order to find a solution as soon as possible.

shipments

• What is the tracking number for my order?

  The tracking number is a one-off identifier assigned to your parcel by the courier company. This number is always unique for each parcel.

  Please take note of this number. You may need to provide it when contacting the delivery company if you want to find out the location of your parcel.

• What is the delivery time for my order?

  Our delivery times depend on the destination country, as well as the delivery service of your choice. To find out more about our shipping areas, delivery times, and shipping services, please visit the "Shipping" section available on the website footer.

  During periods with a higher volume of orders - such as Christmas, Black Friday, sales - delivery times by carrier may be longer than normal for reasons beyond our control.

• What is the cost of delivering an order?
  Shipping costs depend on several considerations: destination country, the price of the product, and the type of shipping services. To find out more, please visit the "Shipping" section available on the website footer.

• Do delivery costs depend on the quantity of products in my order? If I order a larger number of products, do delivery costs increase?
  No, shipping costs are fixed. Regardless of the quantity of products included in your order, shipping costs will be the same.

• I placed an order. How can I find out the shipping status?

  Once the order leaves our warehouse or our store, you will receive a shipping confirmation email, with information regarding:

  • Items included;
  • Which carrier will deliver your order;
  • Your tracking number.

  In addition, we provide a direct link to track your order. With just one click, you can find out where your order is at any time. Remember that once your order has been shipped, you can log into your customer account to get all the shipping information.

• I have received all shipping information regarding my order. What should I do now?

  If you received the shipping confirmation email, your order will be delivered soon. We recommend that you look at the order tracking information available on the carrier's website to see their route.

  If you would like additional information, please contact the carrier. Don't forget to provide your tracking number so that they can trace your package.

• I received the order confirmation email, and I realized that the delivery address is incomplete. What should I do?

  If you notice that the delivery address you entered on your order is incomplete or wrong, please contact us as soon as possible.

  It is very important that the delivery address is error-free, so that we can avoid possible errors when delivering the order. Please contact our Customer Support, and we will do our best to fix this.

• My order was shipped over a week ago, but I still haven't received it. What can I do?

  If it has been more than a week after you received the shipping confirmation email and you still have not received your order, please use the link to track your order, and check the exact location of your order. The carrier may have stopped by your delivery address when no one was available to receive it. In this case, they will contact you or leave a notice, including information on how to schedule a new delivery or where to pick up your order.

  If you have any questions, please contact the carrier as soon as possible. Don't forget to provide your tracking number to find out where your package is. Alternatively, contact us so we can find out if there are any issues with your delivery.

• Do you prepare and ship orders every day? Do you ship orders during weekends and holidays?
  Orders are prepared and shipped on business days only. We do not prepare or ship orders on weekends or during local or national holidays.

• If I place my order on a Friday, when will the order be shipped?
  If you place your order on a Friday after 1pm, it is likely that the order will not be shipped until the following Monday. We do not prepare or ship orders over the weekend.

• Could estimated delivery times be affected if I place an order during special seasons such as Christmas, Sales, Black Friday or other dates?

  We work as fast as possible so that all orders are delivered on time. Still, deliveries can be affected when orders are placed on extraordinary dates such as Christmas, Black Friday, sales season or special promotions, due to the high volume of orders we receive. We recommend that during these special dates, you place your orders ahead of time to ensure that they arrive quickly!

  We will always do our best to inform you when plausible delays are affecting our deliveries. This could be because of extraordinary dates or special circumstances unrelated to B.A.E. that could influence our delivery times (weather, strikes, customs, etc.)

• The destination of my order is a country within the European Economic Area (EEA). Will I have to pay any customs fee to receive it?
  No, the European Economic Area is a free trade area, and as such, no shipments within the EEA are subject to customs duties.

• Why can a parcel be returned to B.A.E.? What can I do to prevent an order from being returned to your facility?

  Orders are not often returned to our facilities. Still, sometimes an order can be rejected due to the intended rejection of the order, an error in the delivery address entered on our website, or when an order is not picked up by the customer after a period of time.

  We recommend that you keep an eye on the status of your order once the order has been shipped from our warehouse. In most cases, delivery takes place within 1 to 5 business days, depending on the carrier and the country of destination. You can check the location of your order at any time. You can check if there have been any incidences with the delivery with the order tracking information that is provided.

• My order was not delivered to the address I provided because the shipping details I provided were incomplete or wrong. Will I receive a full refund on my order? When will I receive the refund?

  Orders are not regularly returned due to an incomplete or wrong address. To avoid any problems with the delivery of your order, it is important that:

  1. Check the delivery address when you are placing your order;
  2. Check the details in the confirmation e-mail you receive after placing your order;
  3. Contact us if you notice an error in the address or contact details.

  Our delivery times are short and as such we have limited time to make any changes. For this reason it is important that you contact us as soon as possible.

  If an order is returned to B.A.E. due to an incomplete or wrong address entered at the time of order, the refund will only be made when the order arrives at our facility, minus any costs generated during shipping.

returns

• How can I return a product?

  The return process is very simple. To find out what steps to follow, go to the "Returns" page. We remind you that it is essential to send the product in perfect condition and properly protected with a safety box. Do not forget to include the return form. Do not hesitate to contact us if you have any questions.

  Wrapping bags, personal products (e.g. face masks) and Crep Protect brand products cannot be returned.

• How can I exchange a product?
  Exchanging a product purchased in our online store for another size or model involves returning the product and placing a new order. We always refund the value of the product, provided that it is in perfect condition when it arrives at our facilities. The refund is made through the same payment method used in the order. For more details, please go to the "Returns" page.

• How many days do I have to return it?
  From the day you receive your order at the delivery address, you have 30 days to return it or to report any incident in your order. After these 30 days, it is not possible to return a product. You can find more details on the "Returns" page and in the "Terms and Conditions".
  The procedure for returns during this period is the same as for other returns.
  
  Festive returns policy: All orders placed between November 1 and November 30 can be returned until January 31.
  

• Are the shipping costs for returning the order paid by the customer? Can I choose the shipping method?

  The shipping costs for returning your order are always the responsibility of the customer. For this reason, you will have the flexibility to choose the carrier or postal service you want. It is not necessary to send the products in an express service.

  Please see the "Returns" page to learn more about how to properly return an order.

• Is it necessary to enter an item that I want to return inside a safe box? If the item is not in a safety box, will the return be rejected?

  Yes, this is a requirement for all returned items. They must arrive at our facility properly protected. This will prevent the item from being damaged during shipping. The items you return to us are usually returned because the size does not fit you, or the model did not convince you. Therefore it will be put on sale again in our store, and for this reason we have to be very strict in evaluating the items returned by our customers.

  If an article is returned without the safety box, the return will be rejected. Only textile items can be returned in soft packaging.

• How and when will I receive the refund corresponding to my return?

  Refunds are made using the same payment method used to place the order (except Multibanco).

  Refunds are generally available a few days after you receive the refund confirmation email in your email.

  Your refund will be available in your bank account or PayPal account shortly after we do it and you receive our refund confirmation. This depends only on the bank or PayPal.

  In the case of orders paid by Multibanco (Portugal only), we will need your bank details, as the refund will be made by bank transfer (IBAN).

• I want to return a pair of sneakers, but I no longer have the original box. Can I still return them?
  If you no longer have the original box of the product, it is not possible to request a return of the product. It is mandatory to send all items you want to return in the same condition as they were sold, and inside their original boxes or packaging.
  If an item of clothing or accessory is sold in a particular bag, sack or box, it must also be returned in perfect condition in order for the return to be accepted.

• My return was rejected, after evaluation, due to poor condition. Can I send the product back to your facilities, now that it is in better condition?
  A return that has been rejected due to poor condition can in no way be reevaluated. Rejections are definitive.
  
  To find out more about how to properly return a product, please visit the "Returns" page. If you have any questions, please contact us through our Customer Support.

• What are the reasons why a product can be rejected?

  The main reasons for rejecting a return are as follows:

  • The product was returned after 30 days, after the date of receipt of the order;
  • The product has not been shipped in a safety box and the product is damaged;
  • The product is not in perfect condition, exactly as it was sold. A return will be rejected if the product shows any damage, deterioration or soiling, evidence of use, residue (such as pilling) or any kind of external or internal damage. Likewise, if the box/packaging of the product is damaged in any way (written on, taped, or tampered with), the return will not be accepted.

• How to make a claim for a defective item?

  If you want to make a complaint about a defective product, you should contact Customer Support for us to resolve the case. 

  If you prefer, you can also do this in our physical store and file the complaint with the help of our staff.

  The complaint will then be reported to the brand, and the maximum response time is 30 days.

  If the brand accepts the complaint, the item may be replaced by a new one (it should be the same as the original, including color and size), by reimbursement of the amount in vouchers or in the same method of payment (in case there is no more stock of the item in question). If the complaint is not accepted, the brand will return the item to be delivered to the customer.

• How do I return my order placed as a guest?
  If you have placed an order as a guest and want to return it, you should initiate the process via the link provided in the status update e-mail of your order, with the subject "Your order’s been shipped!".

payments

• What payment methods can I use when placing an order at B.A.E.?

  At B.A.E. we have five payment methods available. You can either purchase at our online store using credit card, PayPal, Klarna, MBWay and Multibanco (only available in Portugal). Cash on delivery or bank transfer are not feasible forms of payment.

• How does PayPal work?
  PayPal is the world's largest payment management platform. Millions of users use its services every day. Creating a PayPal account is easy and free. You will be able to make your online purchases using only your e-mail address, without the need to provide any bank details, every time you make a purchase online. For more details on how to create an account, visit the PayPal website.

• Can I pay for an order by making a bank transfer to B.A.E.?

  No, it is not possible to pay for your order placing bank transfers to B.A.E.. To proceed with your payment, you can either use credit card, PayPal, Klarna, or, if you’re in Portugal, MBWay or Multibanco.

• Is it safe to shop at Bae?

  Shopping in our online store is safe and very simple. We offer our customers the possibility to shop with us using credit card, Klarna or PayPal. If you live in Portugal, you can also use MBWay or Multibanco.

  Credit card payments are processed through the Checkout.com payment gateway platform. This payment gateway is supported by the strictest security protocols available in e-commerce today. Likewise, payments made with PayPal or Klarna offer customers the possibility to shop securely.

  Under no circumstances would B.A.E. keep track of confidential data regarding payment processes.

Customer Account

• Is it necessary to create a customer account to make purchases in your store?
  Creating a customer account is not mandatory when shopping at B.A.E., but we always recommend that you register. You will have access to numerous advantages, as well as having access to up-to-date details of your order at any time.

• What additional benefits will I get by registering at your store?
  Your customer account offers you multiple customer benefits. We always recommend that you register and create your account online.
  Only registered customers will be able to:
  

  • Access up-to-date order status details at any time;
  • View shipping details;
  • Download your invoices;
  • Review order status;
  • Have a list of your favorite products to order later;
  • Access credits, among other advantages.

• How can I create a customer account?
  You can create your customer account by going to the "Create an account" option on our website and entering the requested details. Once the registration request has been sent, a link to activate the account will be provided in the e-mail.
  
  If you forget your password, you can always request a new password. We will provide you with instructions by e-mail to obtain a new password.

• I don't remember my password, how can I get a new one?
  Forgot your password to access your account? Don't worry! You can request a new password by clicking on "Forgot password?" and entering the e-mail address you used when you registered. After a few minutes, you will receive an e-mail, explaining step by step how to get a new password.

• I want to delete my account. What should I do?
  If you want to delete your account, just contact us and we will help you process this request.