Frequently asked questions

RETURNS

What happens if my order arrives damaged or defective?


If one or more of the products are damaged or defective upon receipt of your order, we will take care of everything. You can request a refund of your money or that we send you the damaged product or products at no additional cost to you. You must file the claim within 5 days of receiving the order. To do this, send us an email to contact@bpassionate.es indicating the details of the order and the product or products for which you are requesting the return or resending. Don't forget to include photos!




How do I make a claim if I do not receive my order?


Before contacting us, help us by following these steps: ● Check your confirmation email to make sure there are no errors in the shipping address. ● Ask about your order at your local post office. ● Ask your neighbors if the carrier left them their package. (Pro tip: Avoid theft. If you will not be home on the day of delivery, use your work address or the place where you will be). (Another pro tip: your zip code is a crucial part of the address. Make sure you enter it correctly.) Once you have done the above, contact us at contact@bpassionate.es within 10 days of receiving your order and we will find out what could have happened. Several things may have happened: 1. In case the package is lost in transit, we will refund your money or resend your order at no additional cost to you. 2. In the event that the package has not arrived due to having provided an incorrect or incomplete address that makes delivery impossible, you will have to bear the shipping costs, once we have confirmed a valid address. Please make sure you enter the address details correctly. 3. If it is the case that the package has been marked as delivered by the carrier but, nevertheless, you have not received it, we will not be able to assume the costs of resending or returning the order. In these cases, it may happen that the delivery has been made, but the package has been left elsewhere. The normal thing is that the carrier has tried to contact you. You should contact him and ask if he left any additional details during the delivery. Don't worry, we can help you with this management. We will help you find it!




In which cases are returns not accepted?


There are some cases where we cannot accept returns. Look, since we make donations to different NGOs, associations and groups with each of the products we sell, we cannot make returns of any product in cases where the claim is motivated by a change of opinion regarding your purchase. Also, in the case of clothing, we cannot accept returns in the event that you want to change the size of a garment. In these cases, you will have to place a new order. Furthermore, due to our commitment to the environment and the promotion of more sustainable production practices, we do not accumulate stock. This means that when you buy a product from us, we purchase and print it exclusively for you. To avoid problems derived from an error with the size, we recommend that you consult our size guide and make sure that the one you want to order meets the expected measurements. Therefore, if you want to change a garment for another of a different size, you must place a new order. For more information on returns, see our Returns Policy or contact us if you have any other questions, we will be happy to help you!




What if I made a mistake with the size of a garment?


In the event that you have selected a garment with the wrong size, you will have to place a new order. In these cases we cannot take charge of replacements or refunds. Keep in mind that when you buy a product from us, we donate part to NGOs, associations or groups. At B Passionate we do not accumulate stock either, but rather we work with a print-on-demand system, which means that the garment you buy from us will be printed especially for you. We recommend that you take a look at our size guide to avoid problems in this regard. It is not a common case, but it can happen that there is an error in the labeling of a product. If this is the case, contact us at contact@bpassionate.es within a maximum period of five days from the moment of delivery. Include your order number and photographs of the item in question and we will help you solve this problem as soon as possible.




Can I change a garment for another color?


Unfortunately, we are not offering exchanges for this reason at this time. If you are not sure which size fits you best, consult our size guide before making your purchase. B Passionate works with a print-on-demand system and, therefore, the garments that you order from us we purchase and print especially for you, which makes it impossible for us to take charge in these cases.





PARTNERING

Can I buy the product with the design that I like the most and support the NGO, association or group that I choose?


Unfortunately, we are currently unable to offer you this possibility. But we will do it shortly, we are working on it. We want that regardless of the design you choose, you can support the NGO, association or group of your choice, but for now you will have to wait a bit until we make some adjustments to our system. We will notify you when this option is available. At the moment, we have four different lines of support to collaborate with different groups. With the Thousand Flowers collections we help development aid NGOs; With the Animal Lovers collections we support dog protectors and feline platforms; With the Planet Challenge designs we collaborate with environmental groups and environmental associations; and with the Sana Sanita Covid-19 collection we help the NGO Grandes Amigos in its task of supporting the elderly during the current health crisis.




I am from an NGO and I would like to know if you can collaborate with us


If you are from an NGO that works in any of the causes that we support and you think we can give you a hand, do not hesitate to contact us. We will be happy to study all the possibilities to help you. You can contact us at contact@bpassionate.es or through one of the contact forms that you will find in many sections of our website.





SHIPPING

Do you offer express shipping?


We currently do not offer these types of shipments. At B Passionate, in our commitment to the environment and more sustainable practices, we do not accumulate stock, since we work with a print-on-demand system and we will only acquire and print your product once you have placed your order. Therefore, the delivery of your order will take us a little longer. To give you an idea: 1. Regarding the management of your order, it takes us between 2 and 7 business days to acquire and print garments and between 2 and 5 business days for the rest of the products. 2. Next, our average shipping time is 4 business days, depending on the destination of the order. Thus, while for orders within Spain we usually take between 6-8 days for shipping, for other places such as the United Kingdom, Belgium or Holland it takes between 2-5 days to send it to you (remember that to these days for shipping, you must add how long it will take to manage your order previously). In any case, we will offer you an estimated delivery date once you place your order in our store. We have adjusted our shipping rates to the maximum and we work with international carriers such as FeDex, DHL, dPd, USPS or LatvijasPASTS, so that you have the best possible shipping experience. ATTENTION * It is important that you know that we are experiencing delays due to the situation generated by Covid-19. In general, we are respecting the delivery times of all the products, however, for those of all over printing on the whole garment, we are experiencing delays that can be up to 10 business days over the normal delivery times. This means that if under normal circumstances we can estimate a delivery time of between 7-14 days for destinations within Spain, at this time it could take between a week and 10 extra days to receive your order. Our suppliers are doing their best to speed up delivery times as much as possible. We will keep you informed about it. For the moment, we apologize for the inconvenience and we hope that this exceptional situation does not cause you great inconvenience to decide to buy one of our products.




How long will it take to receive my order?


The time it will take to receive your order will vary depending on the country in which you are located. Keep these two things in mind: 1. Regardless of your location, in relation to the management of your order it takes us between 2 and 7 business days to purchase and print garments, and between 2 and 5 business days for other products. 2. Next, our average shipping time is 4 business days, depending on the destination of the order. Thus, while for orders within Spain we usually take between 6-8 days for shipping, for other places such as the United Kingdom, Belgium or the Netherlands it will take between 2-5 days to send it to you (remember that on these shipping days you have to add what it takes to prepare and manage your product). We will offer you an estimated date once you place your order in our store, but to give you an idea, these are the approximate days that it usually takes us to send your order: - Spain and Portugal: 6-15 days - France: 6-11 days - United Kingdom: 6-12 days - Germany: 6-11 days - Italy: 7-14 days - The Netherlands and Belgium: 5-11 days - United States: 3-7 days We send orders to more countries, if you want specific information about one in particular, contact us at contact@bpassionate.es We work with international carriers such as FeDex, DHL, dPd, USPS or LatvijasPASTS, so that you have the best possible shipping experience. ATTENTION * It is important that you know that we are experiencing delays due to the situation generated by Covid-19. In general, we are respecting delivery times for all products, however, for those that are full-print (all over) we are experiencing delays that could be up to 10 business days over normal delivery times. This means that if under normal circumstances we can estimate a delivery time of between 7-14 days for destinations within Spain, at this time it could take between a week and 10 more days to receive your order. Our suppliers are doing everything possible to speed up delivery times as much as possible, we keep you informed about it. For the moment, we apologize for the inconvenience and we hope that this exceptional situation does not cause you great inconvenience to decide to buy one of our products.




What do I do if I have not received my order?


* NOTE: In these times of crisis, shipments may be delayed. Under normal circumstances, if you see that you have not received your order after the estimated delivery date, contact us at contact@bpassionate.es within 10 days from that date and we will find out what happened. Several things could have happened: 1. In the event that the package is lost in transit, we will refund your money or resend your order at no extra cost to you. 2. In the event that the package has not arrived because you have provided an incorrect or incomplete address that makes it impossible for us to deliver the package, you will be responsible for the forwarding costs, once we have confirmed a valid address with you. . Please make sure you enter your address details correctly! 3. If it is the case that the package has been marked as delivered by the carrier but, nevertheless, you have not received it, we will not be able to bear the costs of resending or reimbursing the order. In these cases, it may happen that the delivery was made, but the package was left in a different location. The normal thing is that the carrier has tried to contact you. You will need to contact him and ask if the delivery person left any additional details. Don't worry, we can help you with this management. We will help you find it!




Will I receive all the products of the same order in the same package?


Will I receive all the products of the same order in the same package? Depending on the items you have bought, you could receive them in the same package or in several. There are certain products that will be shipped separately because they require different packaging. These products are: colored patterned masks, backpacks, mugs, stickers, jewelry, and snapbacks. * You will receive the black masks in the same package as the rest of the articles.




My order appears as being returned to sender. Now what?


There are a few reasons why an order can be returned to the sender, but most of the time it is because delivery could not be made. Other cases include that the package is not claimed in customs or that it is returned / rejected by the end customer. You will receive information on how to proceed once the order returns to our facilities.




Where is my order shipped from?


We work with a print-on-demand company with management centers in the United States, Mexico, Europe, Australia and Japan! Depending on where you are and the availability of the product in each location, you will receive it from one place or another.




Will I have to pay customs fees for my order?


In general, international orders may incur additional customs charges. This rate is not under our control, and is the decision of your country's customs agency. Customs policies vary greatly between countries, so we recommend that you speak with your local authorities to clarify this point. Virtually all of our products are managed from logistics centers located in Europe and the United States and, for some products, also in Mexico, Australia and Japan. In general, if you are in the United States or Europe, you will not have to face customs fees when buying any of our products, except in the case that you buy a large backpack, a biodegradable iPhone case, swimwear (bikinis or swimsuits for men and women), women's yoga leggins, women's rash guards, men athletic sports shorts or a unisex organic cotton t-shirt and do not make the purchase from a country belonging to the European Union. For purchases made in any country of the European Union, you will not have to face any additional cost for customs fees, since all the products we sell are managed from logistics centers located in Europe. Similarly, in general, it is likely that you will have to bear customs expenses if you are in another country in the world (except for the cases of Mexico, Australia or Japan with some products that are managed directly from these countries). The products that for the moment will also be available for Mexico or Australia without customs charges are the following: For Mexico: Men's swimsuits, women's swimsuits and bikini, all-over print boy's t-shirt, women's crop top t-shirt, women's long sleeve compression t-shirt, girl's swimsuit, women's yoga leggings, shorts for women. You will not pay any customs fees for these products. For Australia: Basic t-shirt, men's peak t-shirt. You will not pay any customs fees for these products. We continue to work to offer the maximum number of products from the largest number of locations possible, so that our customers do not have to face additional expenses. At the moment, we only have sales enabled for countries of the European Union and the United States, but soon we will enable many more destinations, including Mexico and Australia. Stay tuned! If you have doubts or questions about all this, do not hesitate to write us an email to contact@bpassionate.es




Is the Corona situation affecting the delivery of orders>


Yes, it is important that you know that we are experiencing delays due to the situation generated by Covid-19. In general, we are respecting delivery times for all products, however, for those that are all over printed, we are experiencing delays that could be up to 10 business days over normal delivery times. This means that if under normal circumstances we can estimate a delivery time of between 7-14 days for destinations within Spain, at this time it could take between a week and 10 more days to receive your order on the top of normal delivery times. Our suppliers are doing everything possible to speed up delivery times as much as possible, we'll keep you informed about it. For the moment, we apologize for the inconvenience and we hope that this exceptional situation does not cause you great inconvenience to decide to buy one of our products.





ORDERS

How do I track my order?


If your shipping method includes tracking, you will receive a link by email when your order is shipped. If you have any questions about your shipment, contact us at contact@bpassionate.es




I have received a wrong or damaged product. What I do?


We are sorry if your product has arrived damaged. To resolve it as soon as possible, send us an email to contact@bpassionate.es within a maximum period of five days from the moment of delivery with photos of your damaged product, your order number and any other details you have about the order. We will contact you with a solution asap!




My order should have arrived by now, but I haven't received it yet. What should I do?


Before contacting us, please help us by following these steps: ● Check your confirmation email to make sure there are no errors in the shipping address. ● Ask about your order at your local post office. ● Ask your neighbors if the carrier had left them your package. (Pro tip: Avoid theft. If you will not be home on the day of delivery, use your work address or where you are going to be). If the address is correct and the package is not at the post office or with your neighbors, please contact us at contact@bpassionate.es with your order number within 10 days of the estimated delivery date. If there is a problem with your shipping address, we may send your product back to you, but you will have to bear the costs. (Pro tip: Your zip code is a crucial part of your address. Make sure you enter it correctly). ATTENTION * It is important that you know that we are experiencing delays due to the situation generated by Covid-19. In general, we are respecting delivery times for all products, however, for those that are all over printed, we are experiencing delays that could be up to 10 business days over normal delivery times. This means that if under normal circumstances we can estimate a delivery time of between 7-14 days for destinations within Spain, at this time it could take between a week and 10 more days to receive your order. Our suppliers are doing everything possible to speed up delivery times as much as possible, we keep you informed about it. For the moment, we apologize for the inconvenience and we hope that this exceptional situation does not cause you great inconvenience to decide to buy one of our products.




When will I recive my order?


ATTENTION * It is important that you know that we are experiencing delays due to the situation generated by Covid-19. In general, we are respecting delivery times for all products, however, for those that are all over printed, we are experiencing delays that could be up to 10 business days over normal delivery times. This means that if under normal circumstances we can estimate a delivery time of between 7-14 days for destinations within Spain, at this time it could take between a week and 10 more days to receive your order. Our suppliers are doing everything possible to speed up delivery times as much as possible, we keep you informed about it. For the moment, we apologize for the inconvenience and we hope that this exceptional situation does not cause you great inconvenience to decide to buy one of our products. Under normal circumstances, it takes us 3-7 business days to process an order, after which we will ship it to you. The shipping time depends on your location, but you can estimate it as follows: USA (For orders managed from this country): Between 5 and 8 business days Europe (For orders handled from this continent): Between 5 and 8 business days International: 10-20 business days *See the question How long will it take to receive my order? within the SHIPPING section, in our Frequently Asked Questions (FAQ), for more detailed information.





CUSTOMIZED PRODUCTS

Can the designs be customized?


Yes, we can offer you 2 options: 1. You can select the product with your favorite design from our catalog and if you want we can add a personalized phrase, the name of one or more people or even a logo or other detail that you provide us. You just have to contact us through our email contact@bpassionate.es or by filling in any of the contact forms that you can find on the web. This option has an additional cost of € 2.99 over the price of the original product. 2. If what you are looking for is something much more personalized, with a custom design, we can also do it. Contact us and tell us exactly what you need. In this case we will study the budget to offer it to you at the most attractive possible price.





COVID-19

Are shipments being delayed due to Covid-19?


Yes, it is important that you know that we are experiencing delays due to the situation generated by Covid-19. In general, we are respecting delivery times for all products, however, for those that are full-print (all over) we are experiencing delays that could be up to 10 business days over normal delivery times. This means that if under normal circumstances we can estimate a delivery time of between 7-14 days for destinations within Spain, at this time it could take between a week and 10 more days to receive your order. Our suppliers are doing everything possible to speed up delivery times as much as possible, we keep you informed about it. For the moment, we apologize for the inconvenience and we hope that this exceptional situation does not cause you great inconvenience to decide to buy one of our products.





PRODUCTS

What happens if I can't find my size?


If there is a product that you like but you see that it is not available in your size, do not worry. Contact us and we will try to solve it. Keep in mind that the prices associated with the products are for certain sizes, and that it is likely that for the manufacture of special sizes the prices may vary a little, but this does not mean that we cannot offer them. Contact us at contact@bpassionate.es or in any of the contact forms that you will find on the web. In any case, it is always recommended that you consult our size guide to make sure that the measurements you are looking for are the appropriate ones in our products.




Does B Passionate have other products than those shown in the store?


Yes. If you see that you like a particular design but cannot find a particular product, please contact us and we will try to solve it. In the store we have made a selection of the most interesting products in terms of quality / price, but it is true that there is a wide range of other products that we can also work with. You can suggest us at any time what type of product you would like to find in the store, and we will try to offer it to you at the best possible price. Contact us at contact@bpassionate.es or through one of the contact forms that you will find on the web.





FAQ

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©2020 B Passionate by Emila Lo

*Los diseños e ideas en nuestros productos tienen una licencia Creative Commons de Reconocimiento- No comercial - Sin obra derivada - 4.0 Internacional. Los diseños son originales, si bien en algunos casos utilizamos para su composición recursos gráficos autorizados, como canva o freepick.