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Questions&Answer

Account

Do I need to register before placing an order?
Yes, you do. You can browse our fashion products without registering. Once you are ready to place an order, we will prompt you to login or register with us. Of course, we also support completing orders as tourists.

How do I register?
Click “Sign in” at the top right corner of our website. You can register with Facebook, Google+, or your email account.

What if I forget my login password?
Click the “forgot password” at the login page, fill in your registered email then we’ll send a new password to your registered email.

How can I change my account password?
You can change your password after you log in to your account.

How do I unsubscribe from your email newsletter?
You can click “Unsubscribe” on the top right corner of every received newsletter email.

Products

How can I choose the size?
We recommend you use the “Size Guide “ to better determine your ideal size because sizing varies between our items.
”Size Guide” with detailed product measurements is included on each product page. As a note, these are measurements for the item itself. You can compare these measurements to similar pieces you already own.

What is free size/one-size?
Free size/one-size means there is only one size available for the item. Generally, a Medium size fits the majority of customers. If you are still unsure, please check the size guide to see the measurements or click the size icon to see the specific measurements.

Can I remove the item from the shopping cart?
Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item any more.

What happens if my item is out of stock?
For our popular item, it might go out of stock quickly. We will continue working with our suppliers to ensure the items displaying on our site will be available to our customers.
Once your processing order item is out of stock, we will notify you by email and you can choose to exchange another item or ask for a refund.

Can you custom make the item(s)?
Sorry that we don't provide custom-made service at this time. The items are just the same as our website displayed and the same as the description on our website.

Ordering & Payment

Can I modify or cancel my order?
Once your order is placed (before payment, in “Awaiting Payment” status), there would be an eight-digit alphanumeric order number. Those orders cannot be altered. If any information is incorrect, you can ignore the wrong order and create a new one. Once you finish the payment for your order, if you want to modify or cancel, you can send a request to our customer service representatives in your account on the Contact Us page for assistance. For cancellation policy, please refer here.

If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do?
We can only change that information for you if the order is not shipped out. Therefore, please be more careful to place the order. If there are changes, contact us via [email protected]

What secure payment methods are accepted?
We can only process the payment with PayPal now. You can also make the payment by credit and debit card by clicking "Pay with Debit or Credit Card", then fill in the required information.

How do you secure my payment information?
We do not process any of your payment information. All payment related matters on BNOWRAIN are handled by PayPal.

Why do I get less refund for the item(s) sometimes?
Please be noted if there is a discount for your order, we will refund you the amount with the discount, which means we will refund what you actually paid for each item.

Shipping & Handling

Where does my order ship from?
Our main fulfillment and return center are located in HK. We have offices in HK. The majority of our clothes are shipped from our fulfillment center.

What countries do you ship to?
Now we ship to over 10 countries, such as United States, United Kingdom, Italy, Germany, France, Canada, Australia, United Arab Emirates, and so on. You can find out the detailed countries in the drop-down list of the Country section when you edit the Shipping Address in your account.

Does BNOWRAIN ship to multiple addresses?
We are only able to deliver to one address per order. We suggest that you place a separate order for each destination if you would like to send your purchases to multiple addresses.

What delivery companies do you use?
We only use safe and reputable delivery companies like UPS, FedEx, DHL, USPS, etc.

How much are the shipping fees?
It depends on weight and distance. And you can see the exact fees when choosing the shipping method.
BTW, any order over $50 can enjoy free shipping on our website now!

Is there any additional fee or tax?
For most of the countries, our customers do not need to pay for importing fees, duties, or VAT(Valued Additional Tax). However, some limited countries (especially for some European countries such as Germany, Italy,UK, and Canada, etc.) may need to pay duties or VAT according to your countries’ levying rules.

Does UPS/DHL require a signature on delivery?
DHL requires the signature of the receiver, while UPS usually drops the package at your yard/front door/porch when you are not home to receive the package.

Do you ship to PO BOX and APO/FPO/AFP military address?
We can only ship to those addresses by Postal Service (about 10-20 business days for delivery). If you want to receive the item(s) by Express shipping(about 5-10 business days), please provide a physical address.

How fast can I expect my order?
Total time is 3-5 business days of preparing each order plus 2 to 5 business days of Express Shipping, 7-12 business days of Postal Expedited,or 10-20 business days of Postal Service.

How can I track my order?
You could use the tracking number in your shipping notification email to track your order. You can also find the tracking information on the My Orders page of our website.

Return & Exchange

What is your return policy?
Online purchases (swimsuits & final sale excluded) made through BNOWRAIN are valid for exchange and return within 15 days from the delivery date.
All return/exchanged items must be returned unworn, undamaged, unwashed, and with all the original labels attached in original packaging. You are welcome to make an exchange as long as it is in stock or alternatively get a refund. You can click Return to get more details.

How can I return or exchange an order?
Kindly please log in to our website to check your account order(s). There is a “Return/Exchange” button in every specific order. You need to click it and submit the Return/Exchange request, then you will get authorization and return address from us in 48 hours by email. For more details, please refer to Returns.

How soon can I expect my refund for the return?
We will process the refund within a week after receiving your return package.
FYI: It will take a longer time (maybe 1 to 2 weeks depending on which CC company is ) to process the refund for the bank if your original payment method is a credit card.

Why did BNOWRAIN fail to refund you sometimes?
There are multiples reasons that we fail to refund you in time.
1) PayPal cases. If you had contacted PayPal to open a dispute or file a claim of your order, then the order transaction is being reviewed by PayPal which makes the funds not available. Once the case is closed, we can manage to issue the refund to your account.
2) Credit card chargeback. If you had asked your credit card company to stop the payment before contacting us, we can do nothing during their investigation but wait until the case is closed.
3) Credit card issues. Sometimes customers don't use the original credit card or have changed the card, which will lead to refund failure. But we will ask for your PayPal account to send the amount.
4) Transaction overdue. If you ask for the refund to exceed 180 days from the order payment date, we will have to ask our PayPal account manager to help issue the refund, which will cause about a 1-week delay compare to our normal process. Please do check your order and package contents carefully before signing for the package.

If I receive a wrong/damaged/defective item, what should I do?
Send an email to [email protected] with picture(s) of the wrong/damaged/defective item as well as your order NO. so that we can investigate and take further action to resolve your problem.

What should I do if an item is missing from my order?
Sometimes, your order will be delivered in multiple packages. Please check your order details in your account.
Once all the packages have been delivered but you are still missing items, please contact our customer service representatives on Contact Us page and submit a request to us. Our customer service representatives will help you and get back to you within 24 hours.

Where can I return the item to?
Products will be returned to our Chinese Return Center.

What shipping company can I choose for return?
Usually, you can use any shipping carrier to ship the parcels back to us. You are supposed to choose the cheaper method like postal shipping, which is best and convenient for both of us.

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