SHIPPING
We will endeavour to dispatch goods within 28 days of an order being received. If items are on pre-order, the 28 days will be pursuant to the release date. Should an item be unavailable, the customer will be informed by email and an alternative offered if the original item is no longer available. We will endeavour to obtain the original item at all costs. Sometimes, due to issues beyond our control with specific suppliers, it may take longer than 28 days.
From the date that your order is dispatched, we aim for delivery to you within 2–5 business days (UK), 3–8 business days (Europe), or 10–15 business days (Rest of World).
These delivery dates are an approximation, and some orders may experience delays due to customs and slower postal systems that are beyond our control, as we use multiple courier services.
If you have not received your item within 3 weeks after the date you receive email confirmation that the item has shipped, please contact customer services in the HELP & FAQ’s or CONTACT links in the footer and we will investigate and look into taking further action if necessary, including a revised estimated delivery date.
Please note:
For UK orders, lost-in-transit claims must be reported within 15 business days from the shipping date.
For all other regions, delivery may take longer than the estimated timeframe due to postal delays. You may be advised to allow up to an additional 30 days for your order to arrive. All lost-in-transit claims must be reported within 30 days of the end of the maximum delivery window (i.e., estimated timeframe plus any advised delay). Claims made after these periods may not be accepted.
If you have any questions regarding your order please visit HELP & FAQ’s and CONTACT links in the footer of this store.
US SHIPPING POLICY UPDATE
US orders are temporarily suspended. Shipping will resume soon.
Effective August 29, 2025, the US government eliminated the de minimis exemption that previously allowed packages under $800 to enter duty-free. As a result, all international shipments to the United States are now subject to customs duties and tariffs.
To ensure smooth and transparent delivery, we have upgraded to Delivered Duty Paid (DDP) shipping for all US orders. Under this system, we handle customs clearance, pay all duties and tariffs upfront, and include these costs directly in our shipping rates. This means:
The price you see at checkout is the final price you pay.
No additional fees are collected at delivery.
Packages are cleared before shipping, avoiding customs holds, delays, or surprise charges.
SHIPPING COSTS
Shipping costs vary depending on your order’s contents, as US tariff rates differ by product category. Tariffs can range from 10% to over 100%. These costs are built into our shipping rates to provide all-inclusive, transparent pricing.
WHY DDP SHIPPING?
Due to the scale of US tariffs, it is not possible for us to absorb these government-imposed costs while maintaining sustainable operations. Offering only DDP shipping ensures that your order arrives without complications. Non-DDP shipments would likely result in customs holds, additional payments from you at delivery, or even failed deliveries.
APPLICABILITY
This policy applies to all shipments to the United States. While China and Hong Kong were affected earlier in May 2025, the elimination of the de minimis exemption now applies globally.
PERMANENCE OF THIS CHANGE
These changes are the result of US trade policies implemented through executive orders. They will remain in effect unless the US government modifies the regulations. We will continue to monitor the situation and update our shipping policy if any adjustments are made.
IMPORTANT NOTE
Currently, these changes apply only to shipments entering the United States. If similar regulations are introduced in other countries, we will notify our customers and adjust accordingly.
For questions or support, please visit HELP & FAQ’s and CONTACT links in the footer of this store.
RETURNS
If you are not completely satisfied with your purchase, you can return it to us within 14 (fourteen) days of receipt, in excellent condition suitable for resale and in its original packaging ) audio product must be in its original wrappening and unopened) for a replacement/ exchange of the same item if stock is available or a refund. After canceling the order you have 14 (fourteen) days to return any items already shipped. You will be refunded within 14 (fourteen) days of receipt of your return.
Please email our Customer Services department via CONTACT link in the footer for returns instructions.
BSI Merch strongly recommends that customers use tracked shipping when returning any item in order to claim lost shipping costs, if the goods do not arrive tracking information will be required.
BSI Merch cannot be held responsible for lost/damage returns where third party couriers are responsible or tracking information is not provided.
Damaged/faulty goods should not be returned before contacting BSI Merch or the return will be deemed unauthorised.
Postage/delivery charges are not refunded unless the goods are faulty. Please obtain a proof of postage, as BSI Merch cannot be held responsible for non-receipt of returns.
Unauthorised returns may not be accepted.
No returns will be accepted for whatever reason after 28 days of delivery.
DAMAGED ITEMS
If your item arrives with damage, please contact us within 7 days of receipt with clear photos of the issue.
For minor cosmetic issues or packaging imperfections that do not affect use, we may offer a partial refund of up to 10% as a goodwill gesture. You may also return the item for a full refund — in such cases, return postage costs will be your responsibility.
For significant damage or if the product is not as described, we will offer a full refund or replacement, including any return postage costs.
Under UK and EU consumer law, you also have the right to cancel your order and return items for any reason within 14 days of receipt. If you choose to cancel, we will refund the item cost and any standard delivery charges. You will need to cover the return shipping unless the item is faulty.
PERSONALISED ITEMS
In the UK and EU, personalised items are generally exempt from the standard returns rules under the Consumer Contracts Regulations (formerly known as the Distance Selling Regulations).
For most items bought online, consumers have a 14-day "cooling-off period" during which they can cancel the purchase and return the item, even if there is no defect. However, this right does not apply to personalized or custom-made items (e.g., custom-printed clothing or engraved items), as they are made specifically to the consumer's specifications.
If a personalised item is faulty or not as described, consumers still have the right to request a repair, replacement, or refund under standard consumer protection laws. But if there’s no defect and the item was made to order, the seller is typically not required to accept returns.