Frequently Asked Questions
Email Support: hello@beistravel.com
Monday-Friday 9am-5pm PST
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WHAT ARE BÉIS BUSINESS HOURS?
We're here for you 9am-5pm PST (Monday - Friday). Email us at hello@beistravel.com or get in touch via live chat!
WHERE CAN I BUY BÉIS PRODUCT?
You can purchase BÉIS product on beistravel.com, Revolve.com, Nordstrom.com, and select Nordstrom, Anthropologie, and Indigo stores near you.
WHAT IS YOUR LIMITED LIFETIME WARRANTY POLICY?
Please note that our luggage (Carry-On & Check-In) have its own Limited Lifetime Luggage Warranty. Please view the details and qualifications of this policy here.
E-GIFT CARD T&C
BEIS E-GIFT CARD T&C Click Here. Gift cards purchased on our U.S. store are not valid on ca.beistravel.com, eu.beistravel.com or uk.beistravel.com.
HOW DO I CHECK MY E-GIFT CARD BALANCE?
Check your BEIS E-Gift Card Balance Here
PROMOTION DETAILS
Discounts cannot be combined. Free shipping thresholds apply to post discount value US, CA, UK, EU.
BÉIS Mobile APP
Is the BEIS Mobile App available internationally?
For now the APP is only available in the US
Where is my Order and Rewards Information?
Under the Navigation Menu you can select Account, Sign In and you will see account summary of all past orders and rewards points.
ORDER QUESTIONS
Have a question about your order?
Email hello@beistravel.com with your order number in the subject line
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HOW CAN I CHECK THE STATUS OF MY ORDER?
We’ll keep you updated via email and we’ll send the tracking number as soon as it ships so you can check the status and see when it will arrive. We use UPS, USPS, or OnTrac to ship all orders in the US and DHL internationally. If you need to make a change to your address, please contact customer service at hello@beistravel.com before your order ships to make sure it arrives at the right place.
What should I do if I am not home when my package is scheduled to arrive?
Full transparency — once your orders are out for shipment, they’re in the hands of the carrier. We suggest contacting UPS, USPS, or OnTrac or your local carrier to redirect your package to a shipping pick-up location (ie. UPS Access Point).
CAN I CANCEL MY ORDER?
We process and ship your order as quickly as possible. Our customers have an hour window to request a cancellation. While we will do our very best to accommodate your request during the hour window timeframe, cancellations are not guaranteed. Please contact us at hello@beistravel.com as soon as possible if you would like to cancel your order.
HOW CAN I TRACK MY ORDER?
For online orders an email will be sent with a shipping confirmation and tracking information, still have a question? Email us at hello@beistravel.com
CAN I RETURN A PRODUCT THAT HAS BEEN PERSONALIZED WITH A MONOGRAM?
At this time we do not accept returns of monogrammed products.
WHAT HAPPENS IF I ORDER SOMETHING AND IT IS OUT OF STOCK?
We will contact you and refund you the full price of the item and refund your card or account for the value of the item within 3-5 business days.
I ENTERED IN THE WRONG ADDRESS, WHAT DO I DO?
Contact hello@beistravel.com immediately. Customers have a one-hour window to request an address edit. We will do our best to accommodate but there are no guarantees.
If we are unable to edit your address, you will need to contact the carrier directly to see what they are able to do for you. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, please note that shipping is non-refundable.
THERE IS A PROBLEM WITH MY SHIPMENT, WHAT DO I DO?
If your shipment is held up with your carrier, contact them directly as they may need specific direction on where to deliver your order. In some cases, the carrier will need to update your address which will result in an upcharge. BÉIS is not responsible for paying this upcharge. To avoid the upcharge, ask the carrier to hold the shipment at the nearest location for you to pick up.
MY ORDER NEVER ARRIVED, LOST OR STOLEN SHIPMENTS.
BÉIS is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (UPS, USPS, OnTrac or DHL). Once your claim has been filed, please contact us directly at hello@beistravel.com with information regarding your situation and your claim number.
IS YOUR SITE SECURE?
Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the top status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. View the privacy policy. BÉIS does not store credit card information on our site.
WHAT TYPE OF PAYMENT DOES BÉIS ACCEPT?
Beistravel.com accepts all major credit cards – Visa, MasterCard, American Express, PayPal, Amazon Pay, Discover, JCB, Diner’s Club, Shopify Pay, Apple Pay, and Google Pay. At this time we accept USD only - stay tuned as we expand our currency offering.
DO YOUR PHOTOS ON THE SITE MATCH THE PRODUCT EXACTLY?
Due to various minor improvements made to the construction of the product, digital photography, and dye lot variations, we cannot guarantee that the color and construction you see on your screen as an exact replica of the product. We strive to show our products as accurately as possible, but screen images are intended as a guide only and should not be regarded as absolutely correct. For best results, view this page with your color depth set to 16-bit (thousands of colors) or higher.
PRE-ORDER QUESTIONS
Have a question about your pre-order?
Email hello@beistravel.com with your order number in the subject line
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HOW LONG DO I HAVE TO PRE-ORDER?
Pre-order is open now until product arrives at our warehouse, or until we hit our available capacity, whichever happens sooner.
WHEN WILL MY PRE-ORDER SHIP?
Estimated ship dates for pre-order items is specified on the product page.
COULD IT COME SOONER?
It’s possible that your order could be fulfilled sooner than the estimated date, but please plan based on the estimated shipping dates specified on the pre-order product page.
WILL I BE CHARGED UPFRONT?
Yes, pre-orders payment will happen up front, at the time of placing the order.
WHAT IF SOMETHING CHANGES BETWEEN NOW AND WHEN THE ORDER WOULD SHIP?
Should something happen in between, you can always reach out to our customer service team at hello@beistravel.com. Have your order number handy, and they can help you update your order. We will also be sending monthly emails with updates on your pre-order! Our standard warranty and return policies reply.
IS PRE-ORDER AVAILABLE FOR EU/UK/CAN?
Yes, we do offer international pre-order. Please note items may vary. However, at this time it will not be available for pre-order on our mobile app.
DO I HAVE TO BE ON THE WAITLIST TO ORDER IT NOW?
No, pre-order is available for everyone regardless of whether or not you joined the waitlist! The waitlist was created to help us gauge demand and ensure we could offer pre-order.
IF I SIGNED UP FOR THE WAITLIST DO I NEED TO PLACE A PRE-ORDER?
Yes, unless you placed an order with payment details and received a confirmation, your order has not been placed.
WHAT IF I WANT OTHER (NON PRE-ORDER) ITEMS IN MY ORDER?
Please place a separate order for additional, non pre-order products.
DOES PRE-ORDER GUARANTEE THAT I GET THIS PRODUCT?
Yes, if you place a pre-order, you are guaranteed to receive it.
PRODUCT QUESTIONS
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HOW MANY COLORS DO YOU CURRENTLY OFFER?
Beige & Black are our core colors, but we are constantly adding a few colorful pops in small accessories, have a color or print suggestion? Let us know at hello@beistravel.com or follow us and comment on Instagram @beis
ARE YOUR BAGS TSA FRIENDLY?
Check our fit guide by clicking "View Product Size" on any product. You'll see an airline guide there!
There are also airport friendly details like a trolley sleeve that slips over your luggage handle and easily accessible padded laptop pockets, so you can fly through security check points.
ARE YOUR BAGS WATER RESISTANT? WHAT IS PET LINING?
Most BÉIS bags are lined with a water-resistant lining that helps protect your belongings from liquid.
HOW SHOULD I CARE FOR MY BÉIS PRODUCT?
We recommend that you protect any light-colored product with a fabric and faux leather protector before use.
Light spot cleaning with a clean damp cloth is suggested.
WHAT IF MY BÉIS PRODUCT IS DAMAGED UPON RECEIPT?
Product that is received with damage can be returned for a full refund or exchange
HOW DO I SET MY TSA APPROVED LOCKS?
Please see our instructions here.
Will the red color transfer onto my clothes?
We tested these bags rigorously and saw no transfer, but please note that slight color migration is possible.
REWARDS QUESTIONS
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How do I earn points?
Every time you make a purchase on our site or app you will earn at least 1 point per $1 spent. Please visit our Rewards page to view other ways to earn points.
Can I Redeem My Points on the BÉIS app?
Customers can redeem their vouchers on the app and still earn points for all in-app purchases. However, you cannot redeem points for products on the app at this moment in time. Please use beistravel.com for any product reward redemptions.
When will I see points on my account after placing an order?
Points will be credited to your account after a 7-day pending period once you place your order.
How can I check my points balance?
You can check your points balance by logging into your account on our website and visiting our rewards page.
Do points expire?
Yes, they expire after 6 months of inactivity. What does "inactivity" mean? In this context, inactivity refers to customers who have not earned or redeemed any points through completing a purchase within the selected time frame.
Customers who exceed 6 months without earning or redeeming points through completing a purchase will lose their accrued point balance.
Does my tier status expire?
Yes, customers keep their tier status for a minimum of 12 months and have 12 months to either maintain or upgrade their status.
Can I redeem all my points at once?
No, we offer $10, $20, $30 and $40 discount redemptions based on your tier status. We also give customers the option to redeem their points for products with purchase.
Do I need to make a minimum purchase to use my points?
Yes, there is a minimum spend required based off your voucher amount. The minimum is the price before taxes and shipping.
- $10 voucher minimum spend is $20
- $20 voucher minimum spend is $30
- $30 voucher minimum spend is $40
- $40 voucher minimum spend is $50
I received a referral from my friend. Do I need to spend a minimum amount to redeem by $20 off?
Yes, you must have at least $100 worth of items in your cart in order for the discount to be applied and for the advocate to receive 200 points.
When will I receive points after referring a friend?
You will receive points from referring a friend after our 7 day approval period once they complete their purchase. These codes can be used by new customers only.
When will I receive birthday Points?
After completing "add your birthday" you will receive your points after a 45 day pending period. If you entered a birthdate that has already passed, you will receive points the following year.
I no longer want to use my voucher. How do I get my points back?
Please emailhello@beistravel.comwith your voucher code so we can return your points back.
I exchanged my order and now I see zero points for the original purchase. How do I get my points back?
At this time, our system registers any exchange as a return. Please emailhello@beistravel.comwith your order number or exchange order number so we can credit you back.
How do I redeem a free product with my points?
Using your points for free product are only redeemable with purchase. You must be on our site to do this – our app only allows vouchers to be redeemed at this moment in time.
You must spend a minimum of $20 (before taxes and shipping) in order to redeem any points for discounts or redeem points for products.
To proceed, please follow the below steps:
1. Make sure you are logged into your rewards account.
2. Add the item you want to purchase in your cart.
3. Go to your rewards page and select the item you want to redeem for points.
4. The redeemed rewards item should appear in your cart.
5. Checkout as you normally would.
SECOND BÉIS QUESTIONS
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What is a resale program?
The Second BÉIS resale program is our way of offering gently used items at a more affordable price. It’s a circular commerce model, powered by our partner Trove, that allows us to sell items that have been returned with minor defects or missing packaging. These items are still in great condition but don’t meet our standards for full-price sales.
To clarify: We are not selling items that have been noticeably used or violate our return policy. Our return policy remains unchanged—we do not accept returns of used products. Each item in the Second BÉIS program is carefully inspected to ensure it meets our quality standards, giving you the chance to purchase BÉIS products at a lower cost.
What products are available on Second BÉIS?
Selection will vary over time based on what flows into our warehouse! AKA… always keep an eye out — you never know when that archive style you’ve been dreaming about will make its way back onto our site!
What is your reseller policy?
The goal of our resale program is to provide more access to our products at a resale rate. If it comes to our attention that people are purchasing from Second BÉIS to resell, they will be asked to stop and may be blocked from future transactions. At our discretion, we may followup with the sites that are being used for such transactions.
Who can I contact for information, or any issues associated with my Second BÉIS order?
Our customer service team is happy to answer any and all questions Second BÉIS! Please contact BÉIS Customer Care for more info.
What payment methods do you accept?
We accept all major credit cards – Visa, MasterCard, American Express, PayPal, Amazon Pay, Discover, JCB, Diner’s Club, Shopify Pay, Apple Pay, and Google Pay. At this time we accept USD only - stay tuned as we expand our currency offering. We do not currently accept gift cards for Second BÉIS purchases.
Can I change my shipping address?
If you need to change your address, please contact BÉIS Customer Care immediately. Customers have a one-hour window to request an address edit. We will do our best to accommodate but there are no guarantees.
If we are unable to edit your address, you will need to contact the carrier directly to see what they are able to do for you. In the event that your order is undeliverable or returned to sender due to insufficient or inaccurate shipping information, please note that shipping is non-refundable.
Can I combine multiple orders?
You can shop Second BÉIS in the same cart as our mainline site! Please note, orders with items from both programs may arrive in multiple shipments! Rewards and discounts cannot be applied to the Second BÉIS items in your split cart.
Do you ship internationally?
Second BÉIS is only available in the US for now, but stay tuned — we hope to expand this offering in the future!
How can I track my order?
You will receive an emailwith shipping confirmation and tracking information!
Can I edit or cancel my order after its been placed?
We process and ship orders as quickly as possible. Our customers have an hour window to request a cancellation. While we will do our very best to accommodate your request during the hour window timeframe, cancellations are not guaranteed. Please contact BÉIS Customer Care as soon as possible if you would like to cancel your order.
Can I apply rewards or discounts to second béis products?
Rewards and discounts cannot be applied to the Second BÉIS products.
How much is shipping?
All Second BÉIS items ship with our standard shipping rates.
How do I return a Second BÉIS order?
All Second BÉIS orders are final sale and cannot be returned.
Can I exchange a Second BÉIS order?
We do not offer exchanges on items purchased through our Second BÉIS program.
Are Second BÉIS items eligible for mainline repairs/warranty/guarantee?
The BÉIS luggage warranty does not cover items in our Second BÉIS program.
Are products cleaned before being sold?
All products are inspected and required to meet set quality standards before being sold. That being said, items are not cleaned in our facilities, but they will never show up covered in anything we wouldn’t send to our mothers (if that gives you peace of mind).
Where do Second BÉIS orders come from?
Bags that funnel to our facility are meticulously reviewed by our team and go to one of three places. Bags in mint condition (tags on, brand new) go back to our main flow, bags that are totally unusable head to our damages department, and — now — bags with slight cosmetic imperfections (but still lots of life left in ‘em) get sent to… Second BÉIS!
Can I check out with items from the main BÉIS store as well as Second BÉIS?
Yep, you sure can!
Why doesn’t my item have a tag?
Second BÉIS products are part of our resale program, they may not include original tags. This helps distinguish these items from our brand-new, full-price collections and aligns with our final sale policy for resale items. Each Second BÉIS product is carefully inspected to ensure it meets our quality standards, so you can shop confidently knowing you're getting a great item at a reduced price.
will purchases made on second béis products count towards points?
No, Second BÉIS products do not earn points on your rewards account.
HAVE QUESTIONS?
Have a question we didn't answer here? Reach out to our team and we'll get back to you as soon as we can!
CONTACT BÉIS CUSTOMER CARE:
Email: hello@beistravel.com
Phone: 424-397-1159
