HELP!

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FAQ

Here are a few of our most frequently asked questions. Please click on the headlines above for further information.

How can I pay for my order?

The best way is to pay by credit card. Bemz accepts: Visa, MasterCard, American Express, EuroCard, Diners, and Intercard in Germany. Your credit card will be charged when you place your order.
Customers in Sweden can also pay via the PlusGiro. For customers outside Sweden, there is the option of an international bank transfer. For payment by international bank transfer, please e-mail your choice of product(s), delivery address and contact information to customerservice@bemz.com. Your order will be placed from our office, and one of our Customer Service Representatives will get back to you with an order number, total cost and payment information. When payment has been received, your order will be placed in production. Delivery time is approximately 4 weeks from the date of registered payment.

What is the shipping cost
- to the following EU (European Union) Countries?

Austria
Belgium
Denmark
Finland
France
Germany
Ireland
Italy
Netherlands
Portugal
Spain
United Kingdom

For shipping outside Sweden, Bemz uses our international shipping partner UPS. Bemz subsidises shipping costs to the above EU countries, keeping the charges minimal.

The following shipping costs will be applied to your order depending on weight (the exact cost can vary slightly depending on exchange rate and your destinations VAT):

• 1-5kgs- approx. 16 EURO/13 GBP/150 SEK

• 6-10kgs- approx. 21 EURO/17 GBP/200 SEK

• 11-15kgs- approx. 26 EURO/21 GBP/250 SEK

• 16-20kgs- approx. 32 EURO/25 GBP/300 SEK

• 20 kgs and over- approx. 37 EURO/29 GBP/350 SEK

- to the following EU Countries?

Cyprus
Czech Republic
Greece
Hungary
Poland
Romania
Slovakia

Bemz will automatically calculate your shipping charges based on the destination country, chosen method of delivery by UPS for your destination, and exact weight of package. This delivery charge will be automatically added to the check out process before you pay.

- to these countries outside the EU?

Australia, Canada, China, Hong Kong, Iceland, Israel, Japan, Kuwait, Malaysia, Norway, Russian Federation, Saudi Arabia, Singapore, Switzerland, Taiwan, Turkey, United Arab Emirates, United States.

Bemz will automatically calculate your shipping charges based on the destination country, chosen method of delivery by UPS for your destination, and exact weight of package. This delivery charge will be automatically added to the check out process before you pay.

Please note that Non EU residents are responsible for import fees and import taxes, wherever applicable.

- to Sweden?

If you live in Sweden, you have two delivery options- Schenker PrivPak or UPS.

With Schenker PrivPak, packages weighing between 1-10 kg cost 100 SEK and packages between 11-20 kg cost 160 SEK. Packages weighing 21 kg or over will be charged a fixed cost of 366 SEK. Your package is delivered to your nearest Shcenker Pripak representative. For more information, please see " Delivery/Shipping" in the HELP section below.

If you are residing in Sweden and choose UPS as your delivery alternative, the shipping fee is based on the exact weight of your products. Packages weighing 10 kg cost approximately 300 SEK to ship with UPS. The exact delivery charge will be automatically added to the check out process before you pay. The package will be delivered directly to your delivery adress. For more information, please see " Delivery/Shipping" in the HELP section below.

How can I find out the weight of the slipcover I’m interested in?

On the website, just left of the 3D model of your slipcover, there are a number of product specifications. Click on the orange title "Textile Facts" to open a pop-up with weight of the slipcover and other information.

When will I receive my order?

For orders placed in December (2008) up until mid-January (2009) our turn around will be somewhat longer than normal at an estimated six weeks from order to delivery rather than the usual four. Bemz offers over 4,500 possible fabric:model combinations and our slipcovers are sewn on demand, i.e., they are not made until you order it.

Can I machine wash my Bemz slipcover?

Yes! All Bemz’s fabrics are machine washable (except Glencheck Black- dry clean). Depending on the material of your slipcover, it should be washed in 40°C or 60°C. Do not tumble dry.

Can I provide my own fabric for Bemz to make a slipcover of?

No, unfortunately Bemz cannot use any other fabric than our own. One of the main reasons being that it can be difficult to gauge fabric consumption. Furthermore, as mistakes can occur during cutting or sewing in production Bemz can only be responsible our own fabrics.

I have an old Ikea sofa, but I can’t find my model on your website. Can you help?

The models for which Bemz provide slipcovers are all up on the website. If you cannot find you sofa or chair model on our website then we unfortunately do not produce slipcovers for it at present.
However, Bemz’s goal is to meet as many requests as possible and we are happy to accept ideas or suggestions from our customers!

My sofa is not Ikea, but looks very similar to a model on your website. Could the Bemz slipcover fit my sofa?

No. Bemz slipcovers are custom sewn for the Ikea models on the website and will not fit any other sofas.

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First Time Customer - Ordering

We want to make sure that your shopping experience is easy and fast, regardless of whether you are a new customer or a returning customer. Following is everything that you need to know about the ordering process:

Placing an order with Bemz is easy. Please note that we cannot accept orders by phone, fax, or e-mail. All orders must be placed online.

We'll walk you through the steps of placing your first order below.

Find the Items You Want

First you should identify the sofa or armchair that you own so that you can find a Bemz slipcover for your particular sofa or armchair. You can identify your sofa or armchair by browsing for it using the navigation tabs (in red) at the top of each page. First you should select either "Cushion Slipcovers", "Sofa Slipcovers"or "Armchair Slipcovers". Once you have selected one of these tabs, you will be able to see the particular sofa, armchair or cushion models for which Bemz provides covers. If you are still not certain if Bemz offers a cover for your particular armchair or sofa model, you can contact Bemz at customerservice@bemz.com. We would be happy to help you with your questions.

Once you have identified your sofa or armchair you can select it and view fabric colours and designs from the colour and pattern palette at the bottom of the next page. Simply select the colour or design you prefer from one of Bemz many fabric options and you will be able to view your selection on the 3D representation of your own sofa or armchair. You can continue to view alternate fabric and design selections until you are ready to make your choice.

Add the Items to Your Shopping Cart

When you have made your selection, simply click on the "Add to Cart" button on the left hand side of the page under the price and the item will be added to your Shopping Cart.
Once you've added an item to your Shopping Cart, you can continue shopping until your cart contains all of the items you want to order. You can access and edit the contents of your Shopping Cart at any time by going to "My Shopping Cart" on the left hand side of every page of our website.

Proceed to Checkout

Take a moment to review all of the items you've placed in your Shopping Cart. If you decide that you don't want to purchase a particular item right away, click the delete button (x) next to the title. When you're ready to place an order for everything in your shopping cart, click the "Check out" button. You will be taken to the first page of the order form.

The instructions below outline each step of our online order form. If at any point you encounter difficulty or receive an error message, please call our Customer Service department Monday to Friday between 8am-4pm (GMT) at +46 8 664 62 00 (or Toll Free from the UK: 0800 0470966) for immediate assistance.

Step 1 of 5- My Order-

Here you can review and submit your final order. Check the accuracy all of the information you provided and make any necessary adjustments. Here you can also see the taxes that are included in the purchase price of your product. When you are ready, click the "Proceed to next step" button to submit your order. (Once you place your order, we will send you a confirmation e-mail message. We will send you another e-mail message at the time of shipment.)

Step 2 of 5- Delivery Address-

Customers outside of Sweden, PLEASE REMEMBER- your order will be shipped to your door, so, we need all of the information required to get your package into your hands! This may mean that your shipping adress is different than your billing address. Your shipping address needs to be your physical location between 9-5pm, Monday through Friday. Please provide complete shipping details including any entry codes and telephone numbers where we can contact you during the day.

Customers in Sweden-
-If you are shipping your items with Schenker Privpak, type in your home address. Your order will be shipped via Schenker PrivPak and will be delivered to a Schenker PrivPak representative near your home. You will receive an email or SMS (as specified by you) from Schenker PrivPak once your package has arrived at the authorized representative nearest to your home address. You will then be able to pick up your package at your convenience.
(For more information on Schenker Privpak services go to www.schenkerprivpak.se., and for locations of Privpak representatives go to http://www.karthotellet.com/schenker2/. Simply type in your postal address and you will be given the address of the privpak partner which is closest to your home address.)

-If you are going to choose UPS as your shipping alternative PLEASE REMEMBER- your order will be shipped to your door, so we need all of the information required to get your package into your hands! Your shipping address needs to be your physical location between 9-5pm, Monday through Friday.

When you have provided all of the details related to your delivery address, you can select "Proceed to next step" to go to the next stage of the check out process.

You can go back at any time in the check out process to make changes to any part of your order. Simply select "Back" on the bottom left hand side of the page to go back to the previous page, or select "Change" on the top right hand side of the page to change the products in your order.

Step 3 of 5- Delivery and Payment Method-

Here we provide you with your delivery fee and the final price of your order including delivery (and delivery options for customers in Sweden). Please check to make sure the information is correct.

If you are eligible for FREE Shipping and your order qualifies, the cost of shipping will be automatically deducted from your order.

Next, you need to let us know how you would like to pay for your order. We accept American Express, Diners Club, MasterCard, Eurocard, or Visa, and Intercard in Germany. All orders must be prepaid. Please provide complete credit card information including full name and billing address here. (Remember that your billing address may be different from your shipping address.)

Once you have finished this form, select "Proceed to next step" to complete the buying process.

Step 4 of 5- Payment

Please provide your credit card number and place your order. Your order is placed on a secure server through a Debitech payment gateway. Your credit card information is strictly confidential- Bemz does not have access to this information. Bemz uses DebiTech payment gateway, a strongly encrypted connection directly to the bank. Bemz does not have access to any information about the card or your bank account. The DebiTech secure server (SSL) is the industry standard and among the best software available today for secure commerce transactions.
Place your order by clicking on the "Order" button.

Step 5 of 5- Order receipt

Once you have placed your order, you will receive an e-mail confirmation of your order which is your receipt. You may print this receipt for your records. If you have not received e-mail from Bemz before, your e-mail application might sort the receipt as junk mail, so please check your junk-folder if you cannot find the e-mail.

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Payment

Do I pay VAT on my order?

If you are shipping your items to a country inside the EU, VAT is included in the purchase price that you see on the website. VAT must be included in your price in accordance with European Union law.
You will see the VAT charge for your products in "Step 1of 5- My Order" during the checkout process.

Orders to customers living outside the European Union will automatically be exclusive of VAT. Please note that Non EU residents are responsible for import fees and import taxes, wherever applicable.

Can I have an invoice for my order?

Of course! When you enter your data, you will be asked to give invoicing information. After you enter the information you will be emailed the confirmation of your order which is your invoice. You will not be able to enter VAT numbers, however, as Bemz only deals with end customers.

How can I pay?

By credit card. Bemz accepts: Visa, MasterCard, American Express, Diners, and Intercard in Germany.

How can I be sure that my card details are secure?

Your data is secure with Bemz: in fact Bemz does not have access to your credit card information. Bemz uses DebiTech payment gateway, a strongly encrypted connection directly to the bank. Bemz does not have access to any information about the card or your bank account. The DebiTech secure server (SSL) is the industry standard and among the best software available today for secure commerce transactions.

When will my credit card be charged?

When you place your order.

Check Your Order Status

Email anytime to customerservice@bemz.com or call our customer service department Monday to Friday between 8am-4pm (GMT): +46 8 664 62 00, (or Toll Free from the UK: 0800 0470966). Please provide your customer order number in the email or have it ready for the customer service representative when you call.

Delivery/Shipping

When will I receive my order?

For orders placed in December (2008) up until mid-January (2009) our turn around will be somewhat longer than normal at an estimated six weeks from order to delivery rather than the usual four.

Shipping Costs to the following EU (European Union) Countries:
Austria
Belgium
Denmark
Finland
France
Germany
Ireland
Italy
Netherlands
Portugal
Spain
United Kingdom

For shipping outside Sweden, Bemz uses our international shipping partner UPS.
Bemz subsidises shipping costs to the above EU countries, keeping the charges minimal.

The following shipping costs will be applied to your order depending on weight (the exact cost can vary slightly depending on exchange rate and your destinations VAT):

• 1-5kgs- approx. 16 EURO/13 GBP/150 SEK

• 6-10kgs- approx. 21 EURO/17 GBP/200 SEK

• 11-15kgs- approx. 26 EURO/21 GBP/250 SEK

• 16-20kgs- approx. 32 EURO/25 GBP/300 SEK

• 20 kgs and over- approx. 37 EURO/29 GBP/350 SEK


Shipping Costs to the following EU Countries:
Cyprus
Czech Republic
Greece
Hungary
Poland
Romania
Slovakia

Bemz will automatically calculate your shipping charges based on the destination country, chosen method of delivery by UPS for your destination, and exact weight of package. This delivery charge will be automatically added to the check out process before you pay.

Shipping Costs to the following NON EU Countries:
Australia, Canada, China, Hong Kong, Iceland, Israel, Japan, Kuwait, Malaysia, Norway, Russian Federation, Saudi Arabia, Singapore, Switzerland, Taiwan, Turkey, United Arab Emirates, United States.

Bemz will automatically calculate your shipping charges based on the destination country, chosen method of delivery by UPS for your destination, and exact weight of package. This delivery charge will be automatically added to the check out process before you pay.

Please note that Non EU residents are responsible for import fees and import taxes, wherever applicable.

Shipping Costs to Sweden
If you live in Sweden, you have two delivery options- Schenker PrivPak or UPS.
With Schenker PrivPak, packages weighing between 1-10 kg cost 100 SEK and packages between 11-20 kg cost 160 SEK. Packages weighing 21 kg or over will be charged a fixed cost of 366 SEK.

If you are residing in Sweden and choose UPS as your delivery alternative, the shipping fee is based on the exact weight of your products. Packages weighing 10 kg cost approximately 300 SEK to ship with UPS. The exact delivery charge will be automatically added to the check out process before you pay.

Shipping method outside Sweden- UPS will deliver your package directly to your specified shipping address. Please ensure you choose an address where you are able to receive the package Monday through Friday, from 9 AM to 5 PM.
When the package is shipped from the factory, approximately 3 to 5 days before delivery, you will receive an email with an estimated delivery date and a UPS tracking number.

Shipping method to Sweden- If you choose Schenker Privpak, your package will be delivered to a Schenker PrivPak authorised partner. When the package is ready for pick up, you will receive an email or text message to your mobile phone (specified by you in step 2 of the order process). You will be able to pick up your Bemz package at your convenience, over the following 30 days. For a complete list of authorized Schenker Privpak partners, go to www.schenkerprivpak.se.

If you choose UPS, they will deliver your package directly to your specified shipping address. Please ensure you choose an address where you are able to receive the package Monday through Friday, from 9 AM to 5 PM.
When the package is shipped from the factory, approximately 3 to 5 days before delivery, you will receive an email with an estimated delivery date and a UPS tracking number.

To which countries do you deliver?

Bemz currently ships to a number of countries within the European Union and the rest of the world.
Here is a complete list of countries to which Bemz ships:

Australia
Austria
Belgium
Canada
China
Cyprus
Czech Republic
Denmark
Finland
France
Germany
Greece
Hong Kong
Hungary
Iceland
Ireland
Israel
Italy
Japan
Kuwait
Malaysia
Netherlands
Norway
Poland
Portugal
Romania
Russian Federation
Saudi Arabia
Singapore
Slovakia
Spain
Sweden
Switzerland
Taiwan
Turkey
United Arab Emirates
United Kingdom
United States

Which type of delivery can I choose?

Customers outside Sweden will be sent their package using UPS.
Customers in Sweden can choose UPS, or pick up their parcel at a Schenker PrivPak authorized partner (see information above).

How can I track my order when it has shipped?

UPS Shipping-
When your order is shipped, you will receive an e-mail from Bemz and UPS. In this e-mail you will be given a UPS tracking number. You will be able to click on the link in the e-mail and track your order. If you are not certain of this process you can go to www.ups.com for more information.

Schenker Privpak-
When the package is ready for pick up, you will receive an email or text message to your mobile phone (specified by you in step 2 in the order process). You will then be able to pick up your Bemz package at the indicated Schenker Privpak partner at your convenience.

If you are uncertain of the tracking information please call Customer Service, Monday to Friday between 8am-4pm (GMT): +46 8 664 62 00, (or Toll Free from the UK: 0800 0470966). You can also e-mail us at customerservice@bemz.com.

What's a tracking number?

It is a reference number that UPS or Schenker Privpak associates with your shipment and is provided to you in your confirmation e-mail or text message (Schenker Privpak only); always use it when contacting UPS or Schenker Privpak.

What happens if there is no one in to accept the delivery from UPS?

UPS delivers from Monday to Friday during office hours. Delivery times cannot be pre-booked. The courier will attempt to deliver the parcel for three consecutive working days, leaving notification each time with a toll free number for UPS. You may contact UPS and arrange for delivery to the address of your choice. After the third failed attempt, UPS will return the parcel to its warehouse and Bemz will e-mail or call you to arrange new delivery instructions. If UPS is unable to deliver the parcel to you, it will be returned to Bemz.
For these reasons we strongly recommend you give a delivery address where you will likely be available to receive it between Monday and Friday from 9am to 5pm (where you work perhaps, indicating name/company/business/office and, if necessary, the number or name on the doorbell, internal number, if there is a doorkeeper or other information).

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Returns

How can I return an item?

If you are not satisfied with your purchase for any reason, you are entitled to return it to Bemz for a full refund. In the case of defective items, you are entitled to a full refund or a replacement. Please note that Bemz will not refund the original shipping cost. If the return is a result of our error (e.g., you received an incorrect or defective item), Bemz will pay for the return shipping costs.

Please ensure you comply with the following return conditions:
• Check your purchase immediately upon delivery, and if you wish to organise a return, contact Bemz within 14 working days of the date you received the parcel.
• Items purchased from the Clearance Corner can only be returned if defective.
• Fabric sold by the metre can only be returned if defective.
• For a full refund, the item(s) must be unused, unwashed and not damaged.
• Purchases must be returned in their original packaging.
• Items must be returned in their entirety and in no more than one parcel, unless otherwise specified by Customer Services.
• Bemz must receive the goods within 30 working days of the date you received the parcel.
• The goods must be returned by dispatching the package through the shipping agent indicated by Bemz.

Bemz reserves the right to refuse a return if any of the above conditions have not been fulfilled.

How much will it cost me to return the goods?

If you have met all the requirements listed above, Bemz will refund the entire price of all non-defective items, excluding the return shipping fee. Shipping costs for the original delivery of the purchased products will not be refunded. In the case of defective items, Bemz will pay for the return shipping cost.

How do I ship the goods back?

Fill in the Bemz Return Form online with your order number. When one of our Customer Service Representatives contacts you, please provide as much information as possible as to why you wish to return the goods. This will help us improve and better meet customer demands!
We will inform you of how to contact our shipping partner in order to organise your pick-up.

Can I exchange one product for another?

No, if you do not like the colour or the design of your purchase, send it back to Bemz (according to instructions above) and you will receive a refund for the cost of the purchase. You will not be able to exchange one item for another.

What shall I do if the original packaging is unusable?

Usually we only accept returns in the original packaging. If the original packaging it no longer usable, you can replace it with one of similar size and thickness.

When will I get my refund?

After Bemz receives and confirms that your return item meets the return policy requirements, you will receive a refund confirmation by e-mail. Your credit card should be credited within two billing cycles depending on the refund policy of your credit card company or within two months in the case of debit cards. Please note that the currency date will be the same as the date on which you placed your order with Bemz online (credit date = debit date), i.e., no interest will be charged to your account.
NB: Remember that original delivery charges will not be reimbursed.

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Return form

It is possible to return items within 10 working days from the delivery date.
Enter the order number relating to the item you want to return.

Order number:

Contact us

You are welcome to call our Customer Service Department Monday to Friday between 8am-4pm (GMT).

Contact us:

United Kingdom: call +46-8-664 62 00 or e-mail: customerservice@bemz.com

Sweden: call 08-664 62 00 or e-mail: kundservice@bemz.com

Germany: call +46-8-664 62 00 or e-mail: kundendienst@bemz.com

France: call +46-8-664 62 00 or e-mail: serviceclient@bemz.com

From other countries than above: call +46-8-664 62 00 or e-mail: customerservice@bemz.com

We will be happy to answer your questions, or, provide assistance in placing your order.

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