BIENBIE | Shipping, Returns & Concierge Policy

At BIENBIE, rooted in a heritage of luxury leather and shearling craftsmanship since 1950, every piece is crafted with uncompromising standards. Operating from our base in Türkiye, we proudly ship our collections worldwide. Please review our delivery and returns guidelines below to ensure a seamless experience.

Shipping & Delivery

  • Processing Time: Because many of our luxury outerwear pieces are crafted in limited batches or custom-tailored, standard order processing takes 5–7 working days from the date of purchase before dispatch.
  • International Delivery: We ship worldwide via trusted express couriers (such as DHL or FedEx). Delivery typically takes 3–5 working days from the date of dispatch.
  • Tracking Your Order: Please allow up to 24 hours for your tracking number and shipping label to update in the system once your order leaves our atelier.
  • Customs, Duties & Import Fees:All item prices and shipping rates listed on our website do not include local customs, duties, or import taxes levied by the destination country.As the recipient, you are designated as the Importer of Record and are responsible for any applicable import duties, clearance fees, and taxes.If a shipment is refused or deemed undeliverable due to unpaid import fees, you will not be refunded the original shipping costs, incurred duties, or return shipping charges. We recommend contacting your local customs office prior to ordering if you have any questions.

Order Cancellations

If you change your mind, you have up to 1 hour after order placement to cancel your purchase by contacting our client care team at bienbiestudios@gmail.com 

3. Returns & Exchanges

Return Window

If you are not entirely satisfied with your purchase, you may request a return within 14 days of receiving your order. Once initiated, the item must be dispatched back to our warehouse within a further 14 days.

Condition of Returns

Due to the delicate nature of luxury fur, shearling, and fine leather, items must be returned in their original, unworn condition, complete with all original tags, authenticity cards, garment bags, and protective boxes.

  • Any items returned that show signs of wear or have tags removed will be rejected and sent back to the customer without authorization.
  • If your item is returned missing its branded dust bag or garment cover, a replacement fee of $50 / €50 will be automatically deducted from your refund.

Refund Processing & Costs

  • Original Shipping: Initial shipping fees are strictly non-refundable.
  • Return Shipping: Return shipping costs are the responsibility of the customer unless the item arrived faulty or damaged. We strongly advise using a tracked and insured courier service, as BIENBIE cannot assume liability for lost or unreceived return parcels.
  • Processing Time: Please allow up to 10 working days from the date your return arrives at our warehouse for our quality control team to inspect and log the item. Once approved, refunds will be issued to the original payment card. Bank processing times may vary.

Faulty Items

If you receive an item that is damaged or faulty, you must notify bienbiestudios@gmail.com on the exact day of receipt. Our in-house quality control team will review returned faulty pieces and notify you of the outcome within 3–5 working days. Faulty items will be replaced if stock is available; otherwise, a full refund or suitable alternative will be arranged. (Items subject to normal wear and tear are not considered faulty).

How to Initiate a Return or Exchange

  • To start an international return or exchange, please email our concierge team at bienbiestudios@gmail.com with your order number in the subject line. Our team will verify product availability for exchanges and guide you through the secure return shipping steps from your location.