Frequently Asked Questions

All orders shipped from www.bihrod.com are done via fully insured shipping provider DHL Express.

United Kingdom | DHL Express Delivery - 10£ (Duties & Taxes included)

Europe | DHL Express Delivery - 10€

The estimated delivery time is 2-3 business days for Europe and United Kingdom. For the rest of the world the estimated delivery is 2-5 business days. We always process and dispatch all orders within 24 hours.

Please note that the delivery timeframe is an estimate which is not guaranteed as this is subject to unforeseen delays outside of our control.

When your order is dispatched from our warehouse you will receive a shipping confirmation and DHL Express will inform you about your tracking number and all the information about the delivery.

Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD). Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you.

Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery. If ODD is available in your location, this message will also contain a link to the ODD site. All you need is your tracking (shipment waybill) number.

Here’s a few options you can select to customise your delivery:

Schedule Your Delivery

If your estimated delivery date doesn’t suit, you have the option to select another date within 5 working days.

Where available, you’ll also be able to select a timed window to receive your order.

Signature Release

If you’d prefer not to sign for your delivery, you can remove the signature requirement. Please note that if you choose to remove this, JOHN BRAVE cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Leave With Neighbour

Request for your order to be left with your neighbour by providing DHL with their house number and any further instructions. Please note that if you select this option, JOHN BRAVE and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Collection from a DHL Service Point

If you won’t be in for your delivery, you can choose to pick this up from DHL Service Point.

DHL ODD will show you the nearest DHL Service Points to you, so you can select which one works best for you. They’ll then contact you to let you know when it’s ready to collect and how long you have to pick up your delivery. Please note that if the parcel is not collected within this timeframe, it’ll be sent back to the DHL depot.

To collect your parcel from a DHL Service Point you’ll need to bring two forms of ID:

• A photographic ID (e.g. passport or driving license)
• Your email/SMS notification from DHL

Vacation Hold

Still on vacation? You can request DHL to hold your delivery for up to 30 calendar days for you.

Where available, you’ll also be able to select a timed window to receive your delivery.

If you haven’t received your order within the expected delivery time, please contact our customer service within 30 days* from the date the order was placed.

*After this period of time, we are not able to claim any lost orders.

We currently ship DDP to the United States and the United Kingdom. Duties & Taxes included.

All orders placed on our website are shipped from our central warehouse in Portugal.

We offer free returns on all our items except sales products. All orders need to be returned within 14 days of purchasing and must be in as new condition and with their tags and all of the extras order inside of the box. Any items returned outside this period of time will be returned to the customer.

To start a return, you can contact us at info@bihrod.com

When your return is accepted, we’ll generate a DHL return label and send you instructions on how and where to send your package.

Once you’ve sent your items back to us, you should receive your refund within 7 working days of it reaching our warehouse.

It can take up to 14 days for your return to reach us. If you haven´t received your refund in this timeframe, please email info@bihrod.com so we can investigate this for you.

Unfortunately we cannot accept returns that have not been sent with our prepaid return label and the carrier indicated on the label. If you have returned your order with your own choice of carrier, we will not receive the parcel to our warehouse not be able to refund your order.

BIHROD footwear is handcrafted in Portugal in our own factory and our experience about footwear market is reflected in every pair of footwear.

You can find the right size in our size chart available on each product page.

We always send you an extra pair of laces in your order.

When you place an order at www.bihrod.com, we will send you an order confirmation to your registered email address. If you haven’t received it after a few minutes, please check your spam folder. If it’s nowhere to be found, please contact our customer service.

Once your order has been successfully placed, we cannot issue cancellations on your order, you need to make a return to our warehouse and we will refund you.

If you want to make a change in your order please contact our customer service and if the product is the same price and if we still not send the order to you, yes it is possible.

We accept all major debit cards and credit cards.

Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, American Express, and PayPal.

All transactions are processed via Stripe or PayPal and are encrypted for your safety.

All payments must be made before your order is shipped to you.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

Additional validation and fraud checks are carried out internally.

If you receive the notification that your credit or debit card has been declined, please contact your issuing bank or payment provider.

Possible reasons for declined payments are invalid payment method, incorrect billing details or bank issues. We advise you to try another card/payment method or contact your bank.

We can only accept payments via 3D Secure (Verified by VISA/Mastercard SecureCode). This payment method is 100% secure and guarantees that the person using the card is the cardholder.