FAQS

Account

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Ordering

I think that something has gone wrong with my order.

  • I think that something has gone wrong with my order. If you are uncertain about your order, please contact us by filling out the contact form on this website: https://b2b.bieman-na.com/contact or by sending an e-mail to info@bieman-na.com. During office hours you can contact us by phone as well: +1 (844) 951-6475 (FREE).

Where can I check the delivery times of my outstanding orders?

  • Delivery times vary by item. Once logged in, you can check your outstanding orders by going to My Account. Or use this direct link: https://b2b.bieman-na.com/my/orders.

    If you click the order number, you will see all backorder products. The expected delivery times are mentioned above the number of ordered items. This date is indicative. Expected delivery times are mentioned for each separate item. No rights can be derived from these dates.

    Would you like to receive more information on the indicative delivery times or would you like to order an alternative product, please contact us by filling out the contact form on this website: https://b2b.bieman-na.com/contact or by sending an e-mail to info@bieman-na.com. During office hours you can contact us by phone as well: +31(0) 4 87 59 78 80.

Where can I see and download my packing notes?

  • Once logged in, you can check your packing notes by going to My Account. Or use this direct link: https://b2b.bieman-na.com/my/shippings. Click on the packing note of your choice. At the bottom of the page, you can download a PDF version if desired.

Where can I check my order confirmation?

  • Once you have placed an order, your order conformation is sent automatically to your e-mail address. If you have not received this confirmation or in case there is something wrong with it, please contact us by filling out the contact form on this website: https://b2b.bieman-na.com/contact or by sending an e-mail to info@bieman-na.com. During office hours you can contact us by phone as well: +31(0) 4 87 59 78 80.

What are the shipping costs?

  • The shipping costsare determined byvarious factors. The definitive shipping costs cannot be determined, until the shipment is packed. Costs vary by country, amount of packages and weight.

Can I have my order delivered to a different address than my own?

  • You can select the delivery address when placing an order. You can only select addresses that are known to us. Would you like to change or add a delivery address? Please contact us by filling out the contact form on this website: https://b2b.bieman-na.com/contact or by sending an e-mail to info@bieman-na.com. During office hours you can contact us by phone as well: +1 (844) 951-6475 (FREE).

My order has been shipped. Where is it now?

  • Customer service can track your shipment if desired. Unfortunately, this option is not available in all countries. If you would like to track your order, please contact us by filling out the contact form on this website: https://b2b.bieman-na.com/contact or by sending an e-mail to info@bieman-na.com. During office hours you can contact us by phone as well: T +1 (844) 951-6475 (FREE).

Can I cancel an order?

  • An order can be cancelled, provided that it has not yet been processed. Pre-orders cannot be cancelled. A pre-orders is an order placed at the time that the goods are not yet in stock or if you order something that is custom-made. Think, for example of our seasonal collections. If you still wish to cancel a pre-order, we are authorized to charge 100% of the order value. More information about our terms and conditions can be found here: https://b2b.bieman-na.com/terms.

Is it possible to exchange or return items?

  • Ordered items cannot be exchanged or returned. If you have any doubt whether a product meets the specifications, please contact us by filling out the contact form on this website: https://b2b.bieman-na.com/contact or by sending an e-mail to sales@bieman.com. During office hours you can contact us by phone as well: T +1 (844) 951-6475 (FREE).

Payment

Where can I check my invoices?

  • Once logged in, you can check your invoices by going to My Account. Or use this direct link: https://b2b.bieman-na.com/my/invoices. Different colours show which invoices have not been paid yet, have been partially paid or fully paid. Click on the invoice of your choice. At the bottom of the page, you can download a PDF version if desired.

What is a pro forma invoice?

  • In case of pro forma payment terms, the invoice needs to be paid before shipment.

I have received a payment reminder, but I have no invoice.

  • Once logged in, you can check your invoices by going to My Account. Or use this direct link: https://b2b.bieman-na.com/my/invoices. Different colours show which invoices have not been paid yet, have been partially paid or fully paid.

    In case you have any questions about an invoice, please contact us by filling out the contact form on this website: https://b2b.bieman-na.com/contact or by sending an e-mail to info@bieman-na.com. During office hours you can contact us by phone as well: T +1 (844) 951-6475 (FREE).

Warranty and Repair

When can I report a complaint?

  • If you have a complaint about a product, you can submit your complaint for review to the department of claims & returns. Please contact us directly by telephone at T +1 (844) 951-6475 (FREE). Or send an e-mail to info@bieman-na.com.

    In most cases, we need the product in order to review the complaint. Make sure the product is clean. If the complaint comes from a consumer, the original receipt showing the purchase date must be included.

    Bieman de Haas is entitled to replace the damaged item three times, after review by the authorized department. If the item is not in stock, we can choose to use a credit note. If we review the complaint as valid, we will pay for the shipping costs of the return.

How do I report a complaint?

  • Complaints can be submitted by sending an e-mail to info@bieman-na.com.

    For complaints about used items, we will need the following information/attachments:

    * Complete product number
    * Clear description of the complaint
    * Product photo that illustrates the complaint
    * Purchase receipt of the consumer

    For complaints about unused items, we will need the following information/attachments:

    * Complete product number
    * Clear description of the complaint
    * Product photo that illustrates the complaint
    * Invoice number of the delivery

    Complaints should be reported within a reasonable time. In response to your complaint, you will receive a confirmation e-mail containing a reference number. Please mention this reference number in all future correspondence related to this matter.

How do I report a missing item?

  • You can report missing items within 8 days by sending an e-mail to info@bieman-na.com. You can use these e-mail addresses as well if your shipment contains items that you did not order. Reports of missing items after this period will not be processed.

    For reports of missing items, we will need the following information/attachments:

    * Packing list number
    * Complete product number(s) of missing item(s)
    * Complete product number(s) of items that have been delivered

    In response to your report, you will receive a confirmation e-mail containing a reference number. Please mention this reference number in all future correspondence related to this matter.

What is the status of my complaint?

  • If you would like to be informed about the status of your complaint, please send an e-mail to info@bieman-na.com. Do not forget to mention your reference number.

How long does it take until my complaint is handled?

  • Complaints:
    We aim to reply to your e-mail within 2 working days.

    Returns:
    We aim to review your complaint within 5 working days. No rights can be derived from this information.

Downloads

When can I expect the new pictures of the latest products and collections online?

  • Pictures come online as soon as the products and collections in question are dispatched. You will find the pictures in the menu bar under the button “Downloads”. Do you have a special picture request? Please contact us by filling out the contact form on this website: https://b2b.bieman-na.com/contact or by sending an e-mail with your request to info@bieman-na.com. We will process your request as quickly as possible.

Where can I find the EAN barcodes of my orders?

  • You can retrieve the EAN barcodes of each order by going to “My Orders” and clicking the link “EAN”.

Where can I find pictures of the items I ordered?

  • You can request pictures of each order by going to “My Shopping Cart” and clicking the button “Pictures”.