Who can I ask for help with my order?
Please contact our customer service department who are always happy to help with any query. You can speak to one of our friendly customer service representatives via email at info@biastudios.com.
How long does it take for you to respond to my query?
We will try and respond to your query as soon as possible. But please allow up to 24 hours for us to get back to you. This time may vary depending on weekends and public holidays.
Was my order successfully placed?
Please check your email (and junk folder) as an order confirmation will be sent through to you with your order details. If you have not received your order confirmation within 48hours, please contact info@biastudios.com and we provide further assistance with your order process.
How can I make changes to my order?
Please notify us of any changes as soon as possible. While we will endeavour to make any adjustments to your order, if the parcel has already been invoiced out or dispatched, changes cannot be made as it becomes property of the courier company.
Once a payment has been received and your order is completed, it is then subject to our Refunds & Returns policy. Please read more about out Refunds & Returns HERE.
Can I return an item for a refund?
Please read more about out Refunds & Returns HERE.
Please click HERE to submit your Return or Exchange request.
How can I track my order?
DOMESTIC ORDERS (WITHIN UAE): Once your parcel has been dispatched, an email will be sent to you by us that will provide you with the shipping details.
INTERNATIONAL ORDERS (OUTSIDE UAE): Once your parcel has been dispatched, an email will be sent to you by us that will provide you with the shipping details along with tracking number.
If you have not received your shipping email within 48 hours of your order placement, you may have experienced a technical difficulty. Sometimes these emails can appear in your junk email inbox however if this is not the case please contact our customer care team with your order number and name to retrieve your tracking number.
Can I cancel my order?
Unfortunately, you cannot cancel your order once it has been paid for and completed.
You are more than welcome to return your order, however, for more information on this please refer to our Refunds & Returns page HERE.
How do I use my BIA gift card?
Please note that your BIA STUDIOS eGift Card is not a promotional code. To redeem your eGift Card online, you must enter the serial number in the payment section.
If your BIA STUDIOS Gift Card does not cover the value of the item you wish to purchase, you can add additional funds to complete the order payment through the other payment gateways available. Please note you will need to enter your eGift Card number first for the website to accept the amount.
A BIA STUDIOS eGift Card is valid for 12 months from the date of purchase.
Purchase a BIA STUDIOS Gift Card HERE.
I received a faulty item. What do I do?
We are so sorry to hear you have received a faulty item. We pride ourselves on providing quality pieces and we apologise that your recent item did not meet these expectations.
We ask that you kindly email through images of the fault to info@biastudios.com so our
team can assist you further.
How do I register for an online account?
On our website there is an Account button located at the top left hand side of the homepage. Under the Account button is a Sign-Up button, please click on it. Enter your details and you will receive a confirmation email to confirm your account details.
Are customs and duties included in my order total?
Any applicable customs, duties or taxes are not included in your order total and must be paid to your local customs office prior to receiving your order. We recommend contacting your local customs office for further information on any possible customs and duties fees.
What happens if I refuse to pay customs and duties on my order?
If any applicable customs/duties fees are not paid, the order will be returned to our warehouse and refunded back to your original payment method, minus the return fee.
However, if any fees are incurred to release the items from customs back to our warehouse, they will also be deducted from the origional purchace price.
