FAQS

ACCOUNT RELATED

1. Should I create an account before making purchase?

For the best BESETFREE experience, we recommend that you sign up for a free account here. Sign up is quick and easy, plus you'll be able to enjoy perks like earning points and members-only benefits! Click here to find more benefits.
If you don't want to sign up at the moment, you can still shop and checkout as a guest. 

2. I forgot my password, how do I reset it?

To reset your password, click “Forgot password” on the sign in page. You'll be required to enter your email to receive password reset instructions. For further assistance, please contact our Customer Care Team via CS@bsfbesetfree.com

PAYMENTISSUES

1. Which payment methods do you accept?

We accept the following forms of payment:

2. To pay with Paypal

Step 1:Create an account on the Paypal website.
Step 2:After clicking “Complete order”, you will be redirected to Paypal to complete your purchase securely.
Step 3:Select "REMEMBER ME" to save your information for a faster checkout.

3. What should I do if my card is declined?

To ensure your order is not declined when placing a new order we suggest the following:
- Check the card details on your BESETFREE account to make sure the information is correct, e.g. the expiration date or balance in your account.
- Make sure you enter the security code correctly - that's the three digit number on the back of your card.
Your credit or debit card company may have declined your payment. If this is the case, you will have to discuss directly with the issuing card company to find out why as we have no access to this information.
- As an alternate solution, you can try paying with a different card.
If you've tried the options above and are still having problems, contact our Customer Care Team with as many details as you can about the issue - including any error messages you receive and we'll try to resolve it as soon as we can. 

4. What should I do if there is a payment error?

If you are experiencing error messages when making a payment, please make sure you've entered all of your card information correctly. If you continue to receive the payment error message, you will need to contact your bank or card issuer.

5. Are my details safe when ordering online with BESETFREE?

BESETFREE takes your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.
We're always investing resources into the latest online security protection, so rest assured, you can shop safely and securely with us!

6. What do I do if my coupon isn't working?

If your coupon isn't working, please feel free to get in touch with our Customer Care Team for assistance. Please keep in mind:
- Only one coupon code can be used per order.
- Conditions of each promotion vary, so make sure you check the details provided when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiration date or a limited amount. You should be able to find the conditions in the same place you found the code whether it be through an email or on our website.
- Some codes will only work for designated people. If you've received the code in an email from BESETFREE, then the code may be only eligible for use with that email address. Make sure you are completing the purchase using the same email address that the code was sent to.

ORDER RELATED

1. Can I cancel or change my order?

Your order can be cancelled/changed before it is shipped. Once your order has been shipped, you will receive a shipping information email. In this case, you may simply return any unwanted items by following our Return Instructions after you receive it within 30 days upon delivery.
For expedited assistance, please contact our Customer Care Team via Livechat within 3 hours after order was placed.

2. Are there any coupons or promo codes I can use?

Sign up for our email newsletter and keep an eye out on our homepage as we are always featuring awesome campaigns, some of which do have coupon codes.
You can also check our Shop the Deal page for latest deals!

3. How can I find my order information?

You can log into your account on our website to view your order history. You can also review order information in the confirmation email that was sent to you at the time of purchase.
For further assistance, feel free to reach out to our Customer Care Team.

4. Will I be charged a customs tax?

Customs taxes vary by country and will be charged according to the local customs policies. If you were required to pay a customs fee, please contact our Customer Care Team for further assistance.

5. My order didn't go through. What should I do now?

If your payment has been declined, then you'll need to double check your payment information and place your order again. We aren't able to reinstate an order once the payment has been declined.
Need further assistance? Contact our Customer Care Team, include as many details as you can about the issue (including any error messages you receive), and we'll try to resolve it as soon as we can.

6. What does one size mean?

One size (OS) means that the item only comes in one size that is made to fit a range of sizes.
When doubt, feel free to contact our Customer Care Team for assistance on finding the perfect fit for you!

DELIVERY

1. How long does shipping take?

Once your order is placed, it will leave our warehouse within 1 business day (Monday-Friday, excluding public holidays). Please allow 1 business day to process in addition to the shipping times listed below for your selected shipping method:



2. If my order is delayed, what should I do?

If you didn’t receive your package within the time frame of the shipping method you selected, please feel free to contact our Customer Care Team. We'll be more than happy to help!
For more information of shipping time, please click here.

3. Can I have my order redirected to a different address?(shipped)

Please note that once your order has been shipped and in transit, we will not be able to update the shipping address.
If the original address is a valid address, the parcel will be delivered there. You can contact your local post office when it arrives there, to see if they are still able to forward the package or redirect it for you.
If the original address is invalid, your package will be undeliverable and returned to our warehouse. You can contact our Customer Care Team with the order number. We'll be more than happy to help!

4. Can you deliver to a PO Box?

We are only able to deliver to PO Boxes or APO/FPO addresses via expedited shipping, NOT express shipping. If you would like to ship to a PO box, please select the expedited shipping option.

5. How do I track my order?

If you have an account, you can login and click 'Track' to see your order tracking details.
If you purchased as a guest, then you can view your tracking information here.

6. What should I do if I never received my order?

Please verify all of your shipping details were correct. If you find that your details were filled out incorrectly or need further assistance, please contact our Customer Care Team with the order number and we'll be happy to help.

RETURNS

1. What items can't be returned?

For sanitary reasons, panties, earrings and sexy lingeries are not eligible for returns or exchanges unless there is a quality issue.

2. Can I return an item purchased with a coupon?

Please note that purchases made with coupons cannot be returned or exchanged. If you made a purchase with a combination of a coupon and regular form of payment, only the amount exceeding the coupon value is refundable. If you need more help, feel free to contact our Customer Care Team.

3. I've received a damaged or defective item. What should I do?

We take pride in the quality of our pieces and if it's anything less than great, we want to make it right.
In case you receive a damaged or defective item, please get in touch with us and we'll try and sort it out for you as soon as possible. Make sure to include the information below:
1) Your order number
2) Product name or SKU number/Product code (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos

4. I received the wrong item. What should I do?

We always want to ensure that we get you all your faves! If we made a mistake and sent the wrong item, don't worry - we'll make it right!
Incase you receive the wrong item, please get in touch with us and we'll try and sort it out for you as soon as possible.
Make sure to include the information below:
1) Your order number
2) Product name or SKU number (you can find this in your confirmation email)
3) Describe the damage/defects and provide clear photos

5. What should I do if my package is missing an item?

If you've received a package with an item missing, it's most likely one of two things:
1) To get your orders to you as fast as possible, some orders may arrive in separate packages. Check your confirmation email to see if your order will arrive in multiple packages.
2) If you have not received your entire order by the expected delivery date, please contact our Customer Care Team so we can look into this for you as quickly as possible.

6. I got the wrong size! Can I exchange for a smaller/bigger size?

Yes! We're happy to help you exchange for the right size within 14 days of the delivery date.
1) Please contact us via livechat or email to request an exchange. We'll send you exchange instructions within 24 hours.
2) Once we reply to your request, you will receive refund options. You will be required to reply with your selected refund option in order to proceed.
3) You'll need to ship your item(s) to the return address provided, then share the shipment tracking information with us.
4) When we receive your package, we will process your refund as soon as possible.
* Note: We currently are able to offer a free returns service, so the return shipping fee will be covered by BeSetFree.

7. Do you provide free return labels?

We hope you love what you've ordered! But just in case you're not 100% satisfied with the items you received, we accept free returns within 14 days of delivery for most items in new condition. Please note that the return shipping fee will be covered by BeSetFree.

8. Where should I send my returns?

Once you submit your request for return, we will send you the return address. Please ONLY ship it to the return address that we provide and not to the address on your original package or your return will not be received.

9. Can I return the item to your warehouse, office, or physical store?

We currently do not accept return methods other than our standard return procedure. Please follow our return process so we can help you out as quickly as possible.

10. I've sent out my return package. Now what?

Awesome! Once you've sent out your return package, please provide the proof of shipment and tracking number to us. Once we receive your returned package, we'll take care of the rest and process your refund as soon as possible.

11. When can I expect my refund?

To ensure that we can process your refund quickly, please ensure you follow the instructions closely and provide all of the required information. Once we receive the return package and determine that it's eligible for a refund, you can refer to the following chart for an estimated timeframe on when to expect to receive your refund:

Refund Method
*Cash Coupon
PayPal
Credit Card
Time Frame
Instant
3 Business Days
Within 10 Business Days


*If you do not receive a credit to your account within timeframe mentioned above, please contact the issuing bank of your credit card.
*Due to current situations, your credit cards refund may require an additional 3-5 days to process. Thank you for your patience and understanding.

12. How can I get the refund for my return?

Depending on the refund option you choose, refunds will be issued to your original account or as a coupon, which you can use to shop on bsfbesetfree.com. Please note that purchases made with coupons can not be returned or exchanged.

13. What happens if a refund goes to a closed/cancelled account?

Refunds are credited to the original form of payment. If your bank account has closed since you've made the purchase, you will need to contact your bank directly for information on how to receive the funds.
Tips:
1) Before making a purchase, please carefully review your payment information and double check to make sure it can be used as a valid form of payment.
2) It is your responsibility to ensure that your credit card account is not closed or canceled. We can only issue refunds to the original form of payment, so if your card closed or canceled, you will need to contact the bank directly for further information.
3) If you card is lost or stolen but you need a refund, please let us know as soon as possible. We will need you to provide relevant documents and share your updated account information so we can issue your refund to your secured account.

14. What would make my order ineligible for returns/exchanges?

1) For sanitary reasons, panties, earrings and sexy lingeries are not eligible for returns or exchanges unless there is a quality issue.
2) Return/exchange request made over 14 days time frame cannot be refunded.
3) We are unable to accept returns or exchanges on any gifted items as we are only able to refund to the original source of payment. We appreciate your understanding.