In the case of non-EU deliveries, the customer shall bear the cost of any customs duties incurred by the order. These costs are applied at the time that the order is received and will not be included in the purchase price of the products under any circumstances. The customer shall also bear the cost of any additional taxes incurred by the order. BQ has no control over these rates or duties and cannot predict what they will be, given that customs policies vary from one country to another. Customers should contact their local customs office for further information. You should also bear in mind that when an order is placed on store.bq.com, you are legally considered as an importer, and you must therefore comply with any applicable laws and regulations in the destination country.
Once the order has been dispatched, you will be notified by email.
NB:If you have not received this confirmation, check that the correct email address is listed on the order and check your spam folder in case the message has been filtered. You can edit the email address for receiving notifications via your user account.
The order will be delivered via a private courier service to the address provided when the order was placed. When you receive the package containing your order, we recommend checking that everything is in perfect condition. If you are not happy with the items delivered or their condition, please send an email immediately to firstname.lastname@example.org stating the defects found.
If no one is available at the address when delivery is attempted, our courier will reschedule for another day.
At BQ, we work to ensure your order is received as quickly as possible. Once your order has been passed to the courier service, you will be notified by email of the estimated delivery date.
The time taken from placing the order to the first attempt to deliver will depend on the chosen delivery method and the destination country. This period will vary between 24 hours and 6 working days (Monday to Friday).
Ensure to enter the delivery address correctly. BQ will not be held liable for any delays if the address was entered incorrectly. Any additional costs incurred will be charged to the customer.
Orders placed before 13:00 will be processed on the same day. Orders placed after 13:00 will be processed the following business day. Delivery times, which depend on the type of delivery selected, commence once the order has been dispatched, regardless of whether the order has been processed on the same day or the previous day.
Frequently asked questions
I haven’t received an order confirmation or a dispatch note
Check that the correct email address is listed on the order and check your spam folder in case the message has been filtered. You can edit the email address for receiving notifications via your user account.
I won’t be home on the estimated delivery date
Our couriers usually have a phone number to contact you and agree a new delivery date. Otherwise, if they are not able to reach you, they will contact us to let us know.
Changing the delivery address
If you still have not received confirmation of dispatch, please contact BQ customer service. Remember that the delivery address cannot be changed once the order is out for delivery.
Warning :Bear in mind that if payment is made by wire transfer, delivery could be delayed by 2 or 3 days, depending on the bank. To speed up the process, you can send us the transfer bank receipt to email@example.com.