Which shipping provider do you use?
All orders shipped from www.bihrod.com are done via fully insured shipping provider DHL Express.
How much is the shipping cost?
Europe | DHL Standard Delivery - Free
Europe | DHL Express Delivery - 10€
United Kingdom | DHL Standard Delivery - 10£ (Duties & Taxes included)
United Kingdom | DHL Express Delivery - 20£ (Duties & Taxes included)
United States | DHL Standard Delivery - 10$ (Duties & Taxes included)
United States | DHL Express Delivery - 20$ (Duties & Taxes included)
How long will it take for my order to arrive?
The estimated delivery time is 1 business day for Express Deliveries and 3-4 business days for Standard Deliveries. 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.
I did not receive my order, what should I do?
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.
Where do you ship your products from?
All orders placed on our website are shipped from our central warehouse in Portugal.
To what countries do you ship DDP (Delivery Duty Paid)?
We currently ship DDP to the United States and the United Kingdom.Duties & Taxes included.
What is your return policy?
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.
How do I return my order?
To start a return, you can contact us at customerservice@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.
When will I receive my refund?
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 customerservice@bihrod.com so we can investigate this for you.
Can I use another carrier to return my order?
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.
Where BIHROD products are made?
BIHROD footwear is handcrafted in Portugal in our own factory and our experience about footwear market is reflected in every pair of footwear.
How do I find the right size?
You can find the right size in our size chart available on each product page.
Do I have extra laces in my order?
We always send you an extra pair of laces in your order.
How do I know you receive my 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.
Can I change or cancel my order?
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.
What payment methods do you accept?
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.
Why has my credit/debit card declined at checkout?
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.
Additional validation and fraud checks are carried out internally.
Why has my credit/debit card declined at checkout?
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.
Are your payment methods secure to use?
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.