Frequently Asked Questions (FAQ)

1. When will my order ship?

All of our items are produced on a pre order basis. Production typically takes 4 to 6 weeks on average, followed by standard carrier shipping times. While we do our best to stay on schedule, delays may occur due to manufacturing, customs clearance, weather conditions, or carrier disruptions. We will keep you updated throughout the process via email and Instagram.

2. How can I track my order?

Once your order has shipped, you'll receive an email containing your tracking number. Tracking will begin updating once the shipping carrier has scanned your package.

Any products that are listed as pre-order, tracking information is only provided after we receive inventory and begin preparing orders for shipment. For the latest production updates and estimated shipping timelines, please visit our Pre-Order Details page:

https://www.bynxelle.com/pages/pre-order-details

3. Can I cancel or change my order?

Order cancellations or changes must be requested within 7 days of purchase. After this period, production may already be underway and we may no longer be able to modify your order. Please contact us through email or live chat as soon as possible if you need assistance.

4. Do you accept returns or exchanges?

We only accept returns or exchanges for products that arrive damaged or have a manufacturing defect. Customers must contact us within 48 hours of delivery and provide clear photos of the issue. Depending on product availability, we'll arrange either a replacement or a refund.

5. What if my item arrives damaged?

We take quality seriously. If your order arrives damaged or defective, please contact us immediately with photos of the item and packaging. Our team will work quickly to resolve the issue.

6. Do you ship internationally?

Yes. We proudly ship worldwide.

International shipping times vary depending on your destination and local customs processing. Please note that import duties, taxes, customs clearance fees, VAT, and any other charges imposed by your country's customs authority are the responsibility of the customer. These fees are not included in the purchase price or shipping cost and must be paid by the recipient if applicable.

7. What size should I order?

Each product includes its own sizing guide and measurements. We recommend comparing the listed measurements with a garment you already own for the most accurate fit. If you have any questions about sizing, feel free to contact us before placing your order.

8. Are your products true to size?

Fit may vary depending on the garment and its intended silhouette. Please refer to the sizing guide provided on each product page before purchasing.

9. Will sold out items be restocked?

Some pieces may be restocked, while others are released as limited collections and may never return. We recommend joining our SMS list and following us on Instagram to stay informed about future restocks and upcoming releases.

10. Can I update my shipping address?

Shipping addresses can usually be updated before your order enters production or is prepared for shipment. Please contact us as soon as possible if you need to make a change. Once an order has shipped, we are unable to modify the delivery address.

11. What happens if my package is lost?

If your package is confirmed lost in transit, please contact us and we'll work with the shipping carrier to determine the appropriate resolution. Once a package has been marked as delivered by the shipping carrier, Bynxelle is not responsible for lost or stolen packages. We recommend shipping to a secure address whenever possible.

12. Do you offer gift cards?

Yes. We offer digital gift cards in multiple amounts. Gift cards are delivered instantly by email, never expire, and can be used toward any purchase on our website. Please note that gift cards are digital products and no physical card will be shipped.

13. What payment methods do you accept?

We accept all major credit and debit cards, Shop Pay, Apple Pay, Google Pay, PayPal, and other payment methods available at checkout.

14. Can I use more than one discount code?

Only one discount code may be applied per order unless otherwise stated during a promotion.

15. How should I care for my garments?

We recommend following the care instructions provided on each garment's label. Proper washing, drying, and storage will help preserve the quality, fit, and longevity of your ByNxelle pieces.

16. How do I contact customer support?

Live Chat
Monday to Friday, 10:00 AM to 9:00 PM PT
Saturday, 10:00 AM to 7:00 PM PT

Email Support
Monday to Friday, 10:00 AM to 9:00 PM PT
Saturday, 10:00 AM to 7:00 PM PT

17. Where can I get updates on new drops?

Follow @bynxelle on Instagram and join our SMS list to receive early access to future releases, behind the scenes content, production updates, exclusive announcements, and special promotions before they're available to the public.