FAQ - Frequently Asked Questions
-
I. Payment <
What payment methods do you accept?
We accept Visa, MasterCard, American Express, and debit cards with a Visa or MasterCard logo.
3D SECURE and what it means (Verified by VISA, MasterCard® SecureCode™ and SafeKey by American Express)
To make your credit card payment on the internet even more secure, BOGNER uses the internationally recognized security standard 3D Secure (Verified by VISA, MasterCard® SecureCode™ and SafeKey by American Express). 3D Secure significantly reduces the risk of credit card fraud by making it more difficult for unauthorized third parties to misuse credit cards. When using 3D Secure, your credit card data is protected by an additional password, which enables particularly secure processing of credit card transactions on the internet through special encryption procedures. A misuse of your credit card is thus almost impossible.
If your credit card provider has adopted this procedure, you will be asked to authenticate yourself as the legal card holder using an additional password when you make your purchase. You will be asked for your password only after you have selected your credit card as payment method and entered your credit card details. Once you have confirmed your order by “Buy now”, you will first be informed about 3D Secure. Then you will be forwarded to a secure page of your credit card institute. Here you will be asked to enter your password. After you have entered your password, it will be verified within a few seconds to verify your identity. The transaction is only approved afterwards. If you do not have a password yet, you can register directly and free of charge with your bank while you are still placing your order. You may alternatively choose another payment method. The password you entered during registration is only known to you and your bank and will be asked for again for every new order.My information is not being accepted, what should I do?
First, please make sure that the billing address you typed matches exactly the address on file with the credit card company. Then, please make sure that the credit card information you typed is correct. We only accept U.S. billing and shipping addresses. If you are still experiencing issues, please call our Customer Service at 800-801-0372.
Why does my card show two charges?
Sometimes credit/debit card statements contain two transactions, but this is only temporary. When a purchase is made, an authorization charge is placed on credit/debit card which temporarily holds funds. Only the correct full amount of your purchase (plus any applicable sales tax and shipping) will be approved and captured at time of order verification. Furthermore, for your security, we may pre-authorize 11 cent to verify your billing address and credit/debit card information. If successful, we’ll charge the full amount of your purchase (plus sales tax and shipping) once your order is verified. If the 11 cent pre-authorization fails, we are not able to authorize your purchase. The 11 cent pre-authorization will be canceled and removed from your account within 2-3 business days.
How is sales tax calculated?
Bogner is required by law to charge state and local (if applicable) sales tax for product shipped to CA, CO, CT, FL, IL, IN, MA, MD, MI, MN, NJ, NY, PA, UT, VA, VT, and WA. Sales tax is also applicable to shipping and handling charges. Your checkout page will show estimated sales tax on your total order amount even though some items may be tax exempt. The correct sales tax will be shown on your invoice. Your credit card or PayPal account will be charged with the correct sales tax when product is shipped. If your state offers a tax holiday, you can buy products without paying sales tax. When shopping online, sales tax will appear during checkout, you’ll see the correct tax amount on the invoice.
When will my card be charged?
Your card will be charged for the total shipped amount including any applicable sales tax and shipping cost at time of order approval..
Do you accept PayPal?
No, we do not accept PayPal as a method of payment at this time.
Do you offer gift cards?
No, at this time we do not offer gift cards.
-
II. Shipping <
Can I ship to international/APO/FPO addresses?
Currently, orders can only be shipped to U.S. addresses within the 50 states. We cannot ship to APO’s, FPO’s, or US Territory addresses as well as any PO Box addresses at this point. However, there are online businesses that help consumers shop across borders. They deliver world-class service and may be able to assist you in buying Bogner product. We recommend MyUS.com.
Can I ship to an address other than my own?
Yes, you will have an option to enter a different shipping address during checkout, however a signature may be required as proof of delivery when the billing address is different from the shipping address.
Can I ship to multiple addresses?
Multiple ship-to-addresses cannot be serviced within one order at this time. Please place a separate order for each shipping address.
How do I know when my order ships?
We will email shipping confirmations, with your order details and the Federal Express tracking number for each shipment that is made. To ensure you receive all e-mail correspondence from us, please add service.us@bogner.com to your address book.
How do I track my order?
After your order is processed you will receive a shipping confirmation containing the UPS tracking number. To track your shipment, go to www.ups.com and follow the “Trace and Track” option.
What does it cost to ship my order?
Standard Ground Delivery: $10* for orders under $450 / $0 for orders with an order value of $450 or more (minus optional returns)
Second Day Delivery: $25
Next Day Delivery: $30
*Please add $15 to the above standard ground shipping & handling charges for shipments to Alaska and HawaiiHow long does it take to get my order?
Rest assured we are working hard to deliver your order as soon as possible. You may experience delays due to the number of orders being processed and extended lead times for shipping during this extraordinary time.
If ordered Monday - Friday before 12pm EST the estimated time for delivery for in stock items are as follows:
Standard Ground: Estimated delivery 5-7 business days (5-10 business days for Alaska and Hawaii)
Second Day: Estimated delivery 2-3 business days
Next Day: When available, estimated delivery is next business day
Please note: all orders are shipped Monday through Friday, excluding national holidays. Any orders placed on Saturday or Sunday will be shipped the following business day.Why were my orders shipped separately?
Items will be shipped based on indicated availability date. Shipping & handling charges will only be charged once per order.
-
III. Returns <
What is your return policy?
Not completely satisfied with your purchase? You can return merchandise within 30 days of receipt. Bogner simplifies the return process by offering free returns. We will accept all unworn, unwashed merchandise with original tags attached for exchange or refund. Defective merchandise does not include damages due to natural wear, improper usage, or improper care. The returned merchandise must be accompanied by the return form indicating the reason for your return. All returns will be credited to the original form of payment (no exceptions) less any shipping and handling fees.
You can print a free return label from the comfort of your home. We recommend using the "UPS Returns Portal" to expedite the return process. Please visit bogner.com/returns for more information.
Do you offer an extended return period during the holiday season?
Yes, buy your gifts and other items during the holiday season with the peace-of-mind of easy returns. Please check back during the holiday season for an updated holiday return policy. Normal Return & Exchange Policy currently applies.
Can I return my website purchase to a Bogner franchise store such as Bogner New York?
Bogner website purchases may only be returned or exchanged to the listed return address. They will not be accepted at any Bogner Franchise Stores or business affiliates.
Can I return my retail purchase to the return address listed for website purchases?
No, purchases made at any Bogner franchise store or business partners cannot be returned to the listed address for website purchases.
Can I cancel or make changes to my online order?
Once the order has been placed and processed for shipment, unfortunately we are not able to make any changes or cancellations.
What do I do if my item arrives damaged or I am shipped an incorrect item?
Customer satisfaction is our goal at bogner.com. Please contact customer service at 800-801-0372 or service.us@bogner.com and we will do our best to assist you.
How long does it take to process my return?
Please allow 8-10 business days for us to process your return once it is received. You will receive an e-mail notification upon the completion of return processing.
How much does it cost to make a return or exchange?
Returns and exchanges are free. Please visit bogner.com/returns for more information.
Can I make a return from outside of the United States?
Bogner does not accept returns from outside of the United States. If merchandise is returned from outside of the U.S., customs and duty fees will be charged.
-
IV. Merchandise <
How do I get a replacement Bogner ‘B’ zipper accessory?
Please email us at service.us@bogner.com with your request including a photo and as much information as possible such as: size, color, shiny or matted, Fire + Ice or Sport Collection, and does it have a pull tag, etc.
How do I know which size to purchase?
Our Size Chart found on every product page can answer all of your sizing questions and guide you to choosing the size that’s right for you.
I purchased an item several years ago – do you still make this item?
Please contact Customer Service at service.us@bogner.com or 800-801-0372 (8:00 am EST - 6pm EST) for assistance in determining the availability of merchandise.
I saw a style that was at one of your stores but I don’t see it online, where can i find this item?
Please contact Customer Service at service.us@bogner.com or 800-801-0372 (8:00 am EST - 6pm EST) for assistance in determining the availability of merchandise.
How do i care for my purchase?
If you have a question on the proper care or fabric treatment of any of our items, please check the care label on the inside of your items first or reference the item on our website (look for “Fabric & Care” on the product pages). For further assistance please contact our Customer Service at 800-801-0372 (8:00 am EST - 6pm EST) or email service.us@bogner.com.
Is your merchandise manufactured in the USA?
Our merchandise is both imported and domestic in origin, however all our merchandise is designed in Munich, Germany by our esteemed design team.
How do I get my product repaired? Is it under warranty?
If your product was purchased on bogner.com, please contact our customer service at 800-801-0372 or service.us@bogner.com (8:00 am EST - 6pm EST) for warranty and repair information. If the product was purchased at an authorized U.S. Bogner retail store, please first contact the store where it was purchased. If the store is closed and no longer in operation, please email warranty@bogner.com, or call 800-451-4417.
-
V. Counterfeit <
How do I know if a product I purchased is a counterfeit?
A counterfeit product is a fake or imitation made with the goal of tricking you into believing it is genuine. Counterfeit products are typically of poor quality and lack the details that make each Bogner product high-quality. Items should only be purchased by an authorized Bogner dealer to guarantee authenticity.
How do I know if a website is an authorized dealer or sells counterfeit?
Please contact our Customer Service at 800-801-0372 or service.us@bogner.com for confirmation.
Where can I report a counterfeit product or website?
You may contact our Customer Service at 800-801-0372 or service.us@bogner.com should you have any questions about authorized stores, distributors or websites.
-
VI. My Account <
How do I sign in?
If you are a returning customer, click the ‘MY ACCOUNT’ tab located on the top of the screen, and enter your e-mail address and password. If you are a new customer, click on the ‘Create An Account’ button.
I forgot my password, what should I do?
If you have forgotten your password, please click ‘Forgot Your Password’ under the ‘MY ACCOUNT’ sign in section. A new password will be sent to your e-mail address.
Is my order history saved?
Yes, we do save order history information within your account (from October 2015 onwards). Billing and Shipping information will be saved for your convenience.
-
VII. General <
Do you have a catalog?
No, we do not currently have a catalog. Please visit our online shop for the best in Bogner product.
How do I stay informed about promotions?
Subscribe to our Newsletter today via bogner.com/newsletter. Always be the first to know about new product arrivals, sales and exclusive special offers!
Can I get a gift box with my order?
Gift packaging options are not available at this time.
How do I get in contact with somebody for marketing opportunities?
Please email service.us@bogner.com with request to be forwarded to the correct department.
How do I find out about employment?
Please email service.us@bogner.com with inquiry to be forwarded to the HR department.
