Frequently Asked Questions

We have compiled below a few Frequently Asked Questions about our services and products.

Please, in order to access the full in-depth tutorials and information please, navigate through the articles using the left menu, or use the search function on the top right.

Shipping & Handling

Do you make dropshipping?

Yes, we can ship the order to your customer on your behalf using blind drop shipping.

What countries do you deliver to?

We ship worldwide using UPS and DHL, however, specific regions and territories might not be covered. Please, refer to the checkout form for a full list of available destination countries and territories.

What are the associated shipping costs?

The associated shipping cost of an order is calculated and shown during the final checkout (before payment) and is based on the volume of the items being shipped, and your shipping destination. Rates are obtained in real time via API.

How can I get a shipping quotation?

Use the Shipping Cost Calculator tool on your Admin Backoffice to get an approximate quote of the shipment. However, bear in mind that the actual shipping cost will be calculated during the checkout process.

Can I track the status of my orders?

Yes. Dispatched orders on your main order pool will display specific tracking URLs, that you can use to track the parcel online

What is the transit time?

Once the order is ready to be shipped, we will usually pack and process the shipment in 24-48h. Your pair will be shipped from our factories in Spain. Transit time depends on your delivery address. The majority of the orders are delivered in about 1-4 days.

How pays for customs duties and import taxes?

The receiver is fully responsible for any custom duties and import taxes required by the customs agency of the destination country.

Partnership Subscription

What is the cost of the partnership?

The cost of the partnership is 95 EUR per month.

Why am I required to pay a monthly partnership fee?

As a production office, we chose the SaaS (Software-as-a-Service) model to fund ourselves. Please, let us explain our vision on the industry and what we expect to be Your Role as a Partner

Can I cancel my partnership at anytime?

Yes, your partnership subscription can be cancelled anytime through your panel. Your account will remain fully operational until the current billing period is over.

Will you renew my partnership automatically?

Yes, your partnership subscription will be automatically renewed each month according to your pay period.

Support & Contact

How can I contact you?

In order to streamline support requests and better serve you, we utilize a support ticket system, which can be accessed through your Admin Backoffice. You can also contact us at [email protected]

Do you offer tailored support if I need help?

Of course! An account manager will be specifically assigned to your account upon creation. The manager will address any issue or concern you may have. Contact your manager through the Ticket System, or schedule a conference call / skype to address your questions.

Payment & Invoicing

Which payment methods are accepted?

Payments can be made using a credit or debit card. Supported cards are Visa, Mastercard and American Express.

Why is my card being rejected for payment?

There are many reasons for a transaction to fail, please check the info below and try again:

• Wrong card data: please try again, and make sure you enter exactly the same information printed on the card

• Credit/debit limit: some cards have a daily/monthly transaction limit (for ex. 600 EURO), for security reasons: please, contact your bank or try with another card

• Other issues: Using a card that is not supported, country of origin mismatch, address verification failed, etc. Please, try again with another card

Why am I being charged for VAT / TAX?

Our company follows the European and Spanish policies about taxes. If you are an EU business, please, set up a valid EU-VAT number on the billing details of your account, otherwise all our invoices will be issued with standard taxes.

Production

What is the standard production time?

Turnaround time for MTO shoe orders is approximately 3 to 5 weeks. BULK order production time is approximately 8 weeks. Festivities and holiday periods are not included. See production times article.

What happens if an order is delayed?

We will do our best to fulfill the above production time on all MTO orders, however, as every hand-made production process, our production line is subject to issues which are out of our control. A broken pair during assembly, for example, forces us to start the manufacturing process from the beginning.

We work hard to prevent issues like the ones mentioned above, however, in the case of a delay, we promise to keep you informed using the incidence manager built-in on your Admin Backoffice, including information about the nature of the delay.

BFG shall not be liable for any damage or economic loss caused by manufacturing delays or late deliveries, and will not incur in any kind of compensation or discount.

Do you offer a "rush" service for faster production?

Unfortunately, we do not currently offer a rush service. We strive to keep our production line moving as fast as possible, always trying to improve our logistics and internal procedures.

Can I cancel an order that has been launched to production?

Yes, you can cancel MTO orders, however, depending on the timing of your request, you might incur on a cancellation fee.

Can I return an order because I don't like it or because I've changed my mind?

Understandably, each of our MTO orders are produced strictly following customer's instructions, therefore returns are not permitted. During checkout of your order, you agree with our production terms.

Why the color/material of the shoes I received do not look identical to the one displayed on the 3D Tool?

We have tried hard to illustrate our products on the internet with images that are as true to life as possible, both in terms of color and finish. However, the products may still appear in different tones depending on the screen or monitor used to access our online shop, and many other factors. The product images and textures on our interfaces are for visualization only.

Bespoke Union Orders

What is Bespoke Union?

Bespoke Union is a large coalition of artisans and producers that came together to offer their products and manufacturing services through the BFG production program.

Who is part of Bespoke Union?

Bespoke Union is made of external artisans and small workshops that offer top-class luxury production services, but are subject to local production and distribution channels.

How do you choose your Bespoke Union partners?

Bespoke Union partners are carefully hand-picked to guarantee that our quality standards are met. Each of them is regarded as the best in their field.

Which conditions apply to Bespoke Union product purchases?

We enforce all our manufacturing partners to comply with our policies, therefore, any product purchased through our platform is covered under the same purchasing terms and conditions, regardless if it's manufactured by BFG or an external manufacturing partner.

Where are Bespoke Union products manufactured in?

Bespoke Union products are manufactured by the appropriate manufacturing artisan, on their own premises. To know more about an artisan’s background, please, visit their profile page.

Can Bespoke Union items be produced under my own brand?

Yes, all Bespoke Union items can be produced using your un logo or brand name. Each manufacturer uses their own engraving and labeling procedures, therefore, each time yo

Who am I paying to when purchasing a Bespoke Union product?

All payments, credits and invoicing will be managed by Bespoke Factory Group SL. If you make a purchase of multiple items from different manufacturers, they will all be invoiced together.

What production time should I expect on Bespoke Union orders?

Production time for Bespoke Union orders depends on the products being purchased. Each manufacturer is free to set its own production time. Estimated production time will be displayed during checkout.

Do I have to develop a new set of metal stamps for each different manufacturer?

Each Bespoke Union manufacturer uses its own engraving and labeling methods. Usually, each manufacturer will require a set of metal stamps in order to produce private label merchandise for your brand. Our backoffice panel will make sure you have the correct set of stamps for the product being designed. If not, the system will guide you through the process of purchasing the associated stamp(s).

Should product attributes be consistent through all manufacturers?

Product attributes like sizing or color naming may differ between different manufacturers. We strongly recommend that you check the artisan’s recommendations first. They might provide useful information or suggest acquiring color swatches, try-on sets, etc.

Can I produce my own private label packaging products to send Bespoke Union goods?

You can produce private label packaging for your products, regardless of the manufacturer of the products.

Where are Bespoke Union products shipped from?

All our products are shipped from our warehouse in Almansa, Spain, regardless of the manufacturing location.

Can I order products from different manufacturers and have them shipped together?

You can order products from different manufacturers and have them shipped together regardless of the manufacturing location of each product.

Can I place BULK orders on Bespoke Union products?

You can submit BULK orders for any Bespoke Union product. Minimum bulk order quantity (MOQ) of each product is displayed during checkout

Can I customize Bespoke Union products with my name or initials?

Unfortunately, Bespoke Union products can not be personalized with customer name or initials.

How do I request more information about Bespoke Union products?

To get more information about Bespoke Union, please, send your inquiries to [email protected]

Who should I contact for inquiries regarding my Bespoke Union orders?

To inquiry about any Bespoke Union order, please, open a ticket through help desk or send an email to [email protected]

Who takes care of manufacturing defects, returns & refunds on Bespoke Union orders?

If you have any issues with a Bespoke Union order, please, open a ticket through our help desk or send an email to [email protected]. The manufacturer will be in touch with you to solve the issue in a timely manner.

All manufacturers should adhere to our general terms and conditions. If you can’t come to an agreement, a Bespoke Factory representative will examine the issue and determine a solution.

Can I use the order comments section to send special instructions or custom requests to a Bespoke Union manufacturer?

Please, bear in mind that any special instructions requested through the order comments field (checkout) will be completely ignored.

How are cancellations / modifications managed for Bespoke Union orders?

Requests to cancel or modify a Bespoke Union order are handled by each manufacturer through our help desk. Cancellations and modifications are regulated by our general terms and conditions