Most Common Questions

WHERE CAN I FIND THE PROMOTION TERMS AND CONDITIONS?

All current promotional discount and voucher Terms and Conditions are located here.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Shipping within Australia
Shipping within Australia will be delivered within 7-10 business days (excluding weekends and public holidays) from the day you place your order. Delivery may take longer, in remote, rural areas or during promotion and sale periods.

Shipping within New Zealand
Shipping within New Zealand will be delivered within 21 business days (excluding weekends and public holidays) from the day you place your order. Delivery may take longer, in remote, rural areas or during promotion and sale periods.
For deliveries to New Zealand we use Australia Post Express Courier International trackable service.
Please note: We cannot deliver to New Zealand PO BOX addresses.

HOW DO I RETURN OR EXCHANGE AN ITEM?

Items can be returned or exchanged in store free of charge within 30 days from the date your order is received. Items can be returned online within 30 days from the date your order is placed.

Certain conditions apply. See Exchanges and Returns FAQ below or please refer to our Returns Page for more information.

HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?

Please allow up to 15 working days for your return to be processed. During busy periods (e.g. Christmas, Easter and Sale) Australia Post may take a little while longer to get your package back to us, so please allow up to 21 days for us to process your return from the time you send your goods. We'll be doing our best to refund/credit your account as soon as the package is in our hands. Please remember, your financial institution can take an extra few days to get the refund back into your account.

THE ITEM I WANT IS NOT ONLINE OR IN MY LOCAL STORE?

We try to have a stock level that will keep up with demand but some popular items may sell out fast. If you cannot locate a style online or in your local store Contact Us and they will do their best to locate the style in a nearby store.

Shopping Online

I NEED HELP WITH MY ORDER. WHO CAN I CONTACT?

Our Customer Servise team is happy to answer any questions you may have about completing your order.

HAS MY ORDER BEEN SUCCESSFUL?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, Log In to your account to check your transactions in the My Account page.
For further assistance, Contact Us contact customer care.

DO I NEED TO SIGN UP TO PLACE AN ORDER?

No, you can check out as a guest, however setting up an account helps speed up the ordering process for you and allows you to keep track of your orders and refunds online, it also means we can let you know about upcoming sales and promotions.

HOW DO I KNOW IT IS SAFE TO SHOP WITH YOU?

We value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Policy.

WHAT PAYMENT METHODS DO YOU ACCEPT?

Our website accepts payments via Visa, MasterCard, AMEX, PayPal, beme Gift Cards and e-Gift Cards

WHO IS YOUR PAYMENT PROVIDER?

We use eWay the safest online payment provider. For more information please visit www.eway.com

DO YOU STORE CREDIT CARD DETAILS?

We do not store credit card details directly; we use eWay as our payment provider who will store an encrypted token of your credit card details. If you wish to remove this token, please log-in and delete the credit card details associated with your beme account. For more information please visit www.eway.com

WHAT IS PAYPAL?

PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. For more information please visit the PayPal website www.paypal.com

HOW DO I USE A PROMOTIONAL CODE OR VOUCHER ONLINE?

To redeem your promotional code or voucher enter the code into the 'Redeem your promo/rebate voucher’ field in your shopping bag.

I'M HAVING TROUBLE APPLYING A VOUCHER TO MY PURCHASE. WHAT CAN I DO?

To redeem your promotional code or voucher enter the code into the 'Redeem your promo/rebate voucher’ field in your shopping bag.

Pricing

ARE YOUR PRICES IN AUSTRALIAN DOLLARS (AUD)?

All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars.

DO YOUR PRICES INCLUDE GST AND OTHER TAXES?

Yes, our prices include GST and other taxes. Our policy is to offer the same prices to Australia and New Zealand customers. However, orders shipped to New Zealand which are equivalent to NZ$400 may incur customs charges and duties charged by NZ Customs once the parcel reaches its destination port and must be paid by the recipient directly to the NZ Customs Service or its authorised service provider. beme is not responsible for and will not reimburse any of these charges and duties.
Customs charges and duties are the responsibility of the Customer and will not be refunded by beme. There are limited times when only the duty and GST can be refunded to you by the NZ Customs Service.

Afterpay

WHAT IS AFTERPAY AND HOW DOES IT WORK?

Afterpay offers simple instalment plans for online shoppers allowing a purchase to be paid for in four equal instalments, due every fortnight. After you check out, your order will be shipped to you straight away. At any time, you can log in to your Afterpay account to see your payment schedule and make a payment before the due date. Otherwise Afterpay will automatically deduct the instalments from your debit or credit card every fortnight

WILL I GET A REFUND IF I RETURN THE ITEM?

Yes – Afterpay will follow our Returns Policy. Once we process the refund in the Afterpay system, they will automatically update your payment schedule. In the case of a full refund, all payments made will be refunded and any future payments scheduled will be cancelled.

IS THERE A COST TO USE AFTERPAY?

No, Afterpay is a free product. Afterpay will never charge customers interest, and the only fees applied are late fees if their scheduled payments are not paid on time. Late fees are $10 if a payment is overdue, with a further $7 applied if it is overdue for more than 1 week, totaling a maximum of $17 per overdue payment.all payments made will be refunded and any future payments scheduled will be cancelled.

WHAT ARE THE LATE FEES?

While Afterpay is free, late fees are charged if an automated payment fails. If an automatic payment fails, you have until midnight (AEDT in the summer months and AEST in the winter months) to make payment. After midnight, if that payment has not been made, you will incur a late payment fee of $10 and a further late fee of $7 if the payment is not made within one week (as stated in the Afterpay Terms), totalling a maximum of $17 per overdue payment.

CAN I RETURN AN ONLINE AFTERPAY PURCHASE IN STORE?

No, Afterpay purchases can only be returned to our Online Returns Warehouse. Please follow our Returns Policy

WHAT ARE AFTERPAY'S CUSTOMER SERVICE DETAILS?

Afterpay's customer services can be contacted via email at info@afterpay.com.au or by phone on 1300 100 729. These operate 24 hours a day, 7 days a week.

MORE AFTERPAY QUESTIONS?

Visit the Afterpay website

Returns & Exchanges

HOW CAN I RETURN AN ITEM?

For in store refunds just bring your invoice and original method of payment along with your purchase.

Full price items can be returned in store within 30 days from the date your order is received.

Please refer to our Returns Policy for more information on how to return your items back to us online or in store.

HOW CAN I EXCHANGE AN ITEM?

Beme online orders cannot be exchanged, and will be refunded if sent back to us. T&C's Apply.

If you require a different size or product please place a new order online or visit your local Beme Store for an exchange.

Simply bring your invoice and original method of payment along with your purchase,

Items can be exchanged in store within 30 days from the date your order is received.

Certain conditions apply. Please refer to our Returns Policy for more information.

HOW LONG DO I HAVE TO RETURN AN ITEM?

You have 30 days from when you receive your parcel to return any items you do not want.
Please refer to our Returns Policy for more information.

I'VE BEEN SENT A GIFT - HOW DO I RETURN OR EXCHANGE IT?

As a gift recipient you have the same opportunities as a purchaser to exchange or return your item. All you need is an order confirmation to show proof of purchase. Please note that if you require a refund it will be in the form of a beme Gift Card.

WHAT CAN I DO IF SOMETHING IS WRONG WITH MY ORDER?

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please Contact Us and have handy your order number. From here we will arrange for the faulty item to be returned and you will be provided with a return authorisation ID. Once we receive the item back we will be in contact to let you know next steps. If we are sending you a replacement item, we will do so as quickly as we can.
Please refer to our Returns Policy for more information.

I RETURNED MY ORDER, HOW LONG WILL MY REFUND TAKE?

Please allow up to 15 working days for your return to be processed. During busy periods (e.g. Christmas, Easter and Sale) Australia Post may take a little while longer to get your package back to us, so please allow up to 20 days for us to process your return from the time you send your goods. We'll be doing our best to refund/credit your account as soon as the package is in our hands. Please remember, your financial institution can take an extra few days to get the refund back into your account.

WHAT IF I DON'T HAVE THE ORIGINAL SHIPPING PACKAGING?

No issue, we don’t mind what packing the items come back in, as long as the product(s) have the swing tags attached, are unworn and in their original condition.

DO YOU REFUND SALE ITEMS?

Yes, we will provide a refund within 30 days from when you receive your parcel, if the item is unworn, in its original condition with tags attached and there is proof of purchase.
Please refer to our Returns Policy for more information.

Click & Collect

WHAT IS CLICK & COLLECT?

Click & Collect is a fast and convenient service which allows you to select and order goods online and collect from our stores. If your items aren't available at your local store, we'll ship them to your home at no extra cost. Simply place your order online, choose the Beme store most convenient for you and we'll send you an SMS as soon as it's ready to collect. Click & Collect orders are available for free pickup at all our Beme stores, subject to stock availability. Please Note: During sale and promotional periods Click & Collect may be temporarily unavailable or take longer to get ready.

WHEN CAN I COLLECT MY CLICK & COLLECT ORDER?

If you place your order before 3pm, your order will be ready to be picked up that same day! We’ll send you an SMS when your order is ready. Please Note: During sale and promotional periods Click & Collect may be temporarily unavailable or take longer to get ready.

CAN I CANCEL MY CLICK & COLLECT ORDER?

Unfortunately once an order is placed we are unable to cancel it. We have a range of ways you can return an item and are happy to provide a refund within 30 days of purchase provided they are NOT Final Sale items or Third Party Seller items. Returned items must be in an unused condition, in its original packaging including tags attached and accompanied with the Receipt, Returns Slip or a copy of the Invoice. For hygiene reasons and to protect your health and the health of others, we are unable to refund or exchange pierced earrings, underwear or swimwear. All refunds exclude delivery charges. Please refer to our Returns Policy.

HOW DO I RETURN ANY ITEMS I DON’T WANT?

We have a range of ways you can return an item and are happy to provide a refund within 30 days of purchase provided they are NOT Final Sale items or Third Party Seller items. Returned items must be in an unused condition, in its original packaging including tags attached and accompanied with the Receipt, Returns Slip or a copy of the Invoice. For hygiene reasons and to protect your health and the health of others, we are unable to refund or exchange pierced earrings, underwear or swimwear. All refunds exclude delivery charges. Please refer to our Returns Policy.

WHY AREN’T ALL YOUR ITEMS AVAILABLE FOR CLICK & COLLECT?

Unfortunately, not all items on our website are available for Click & Collect. These include all Final Sale and all Third Party Seller items.

WHAT HAPPENS IF NOT ALL OF MY CLICK & COLLECT ORDER IS AVAILABLE?

Unfortunately, if not all items in your order are available at the store, your whole order will be sent to your home address from our warehouse.

WHY DID I HAVE TO PUT IN AN ALTERNATE DELIVERY ADDRESS?

Unfortunately, if not all items in your order are available at the store, your whole order will be sent to your home address from our warehouse.

DOES CLICK & COLLECT COST?

Click & Collect is a free service for all our customers. You only have to pay for the items you purchase. Even if not all items in your order are available at the store, and your whole order is sent to your home address from our warehouse, we will still not charge you for delivery.

WHAT IF I’M LATE PICKING UP MY CLICK & COLLECT ORDER?

You have 28 days from the day you order before your order will be sent back to our Online Returns Warehouse, where the refund will be processed. Our store team will do their very best to send you reminders, but unfortunately we can’t guarantee this service.

My Account

HOW DO I CREATE A NEW ACCOUNT?

To create a beme VIP Account, simply click Register at the top right hand side of this page.

HOW DO I UPDATE MY DETAILS ON MY ACCOUNT?

Log in here and update your information in the my details section.

BY REGISTERING, WILL I AUTOMATICALLY RECEIVE MARKETING EMAILS FROM YOU?

By signing up to beme VIP rewards you are agreeing to receive emails from beme. You can opt out of receiving emails at any time. Simply follow the unsubscribe link in the latest email you were sent from us or you can Contact Us and we will unsubscribe you from our database. In both instances it may take up to 5 business days for your details to be fully removed from our system.

I WANT TO UNSUBSCRIBE FROM EMAILS

We’d be really sad to see you go but of course you can unsubscribe at any time. Simply follow the unsubscribe link in the latest email you were sent from us or you can Contact Us and we will unsubscribe you from our database. In both instances it may take up to 5 business days for your details to be fully removed from our system.

WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?

Simply follow the Forgotten Password instructions link at login. For security reasons, we cannot send you your password via email. So we will request you reset your password, an email will be sent to you detailing the steps. If your new password does not work please Contact Us

WHERE CAN I FIND MY VIP NUMBER?

Your VIP number can be found on the back of your card. It will either be a 13 digit number or a 7 digit number starting with a b or X.

I HAVE LOST MY VIP CARD

We no longer require you to carry a VIP Card, when placing an order we can find you in the system using your name or email address. If you still prefer a physical card, you can pop into any one of our stores and we will give you a replacement.

WHAT ARE THE BENEFITS OF JOINING THE BEME VIP PROGRAM?

There are many benefits of joining our VIP Program
- Seasonal VIP Rewards Voucher. Representing a 5% rebate on your purchases, if your season spend is $100 or more
- Exclusive invites to promotions and special events
- First notice of sale and special offers
- The latest in style inspiration, fashion and advice

WHERE CAN I FIND THE BEME VIP PROGRAM TERMS AND CONDITIONS AND PRIVACY POLICY?

You can find them here: Beme Privacy Policy.

I AM NOT RECEIVING PROMOTIONS BUT I HAVE A VIP CARD

This could be for a couple of reasons:
1. Log in and check that your contact details are up-to-date.
2. Make sure you have added us to your email address book. It might be that your emails are going into your spam folder.
If you don’t think it is any of these reasons please Contact Us.

I HAVE NOT RECEIVED MY SEASONAL REBATE VIP REWARDS VOUCHER

Log in and check that your contact details are correct. When you have confirmed that your details are correct please Contact Us

I WANT TO KNOW HOW MUCH I HAVE SPENT THIS SEASON ON MY VIP CARD

This information is not currently available on beme.com.au. Please Contact Us and we will happily look this up for you.