FAQ | Find Answers to Common Questions at Bundlex

How do I create an account on Bundlex?

To create an account on Bundlex, simply follow these steps:

• Click on Sign In Or Register, located at the top of the screen on the Home Page
• Once redirected to the login page, click on Sign up and enter your email and password
• Fill in the additional information about your business, making sure to complete all fields marked with an asterisk*
• Submit your registration and start exploring our offer.
• In some cases your account will go through a validation process done internally by our Customer Care team. In this case the validation process will take up to 48 hours.
• Once our account validation team has verified that you are eligible, you will receive a confirmation email, and you can log in and start shopping.
• We are not able at the moment to validate accounts from the following countries: Afghanistan, Barbados, Belarus, Burkina Faso, Cambodia, Cuba, Fiji, Guam, Haiti, Iran, Jamaica, Jordan, Mali, Myanmar, Nicaragua, North Korea, Pakistan, Palau, Panama, Philippines, Samoa, Sierra Leone, Senegal, South Sudan, Syria, Trinidad and Tobago, Uganda, Vanuatu, Yemen, Zimbabwe.

I don't have a VAT number, can I register and purchase on Bundlex?

Unfortunately no. One of the requirements to register and make purchases on Bundlex is that you have a VAT number. For Member States of the European Union, a VAT number which is also VIES validated is recommended for purchases. Otherwise, at checkout you will be charged 22% Italian VAT. You can check if your VAT number is VIES validated and if not, how to proceed, by using the following link.

I just submitted my registration to Bundlex, but I cannot browse the website. Why?

In certain instances, the applications must first be verified by our team to ensure that they meet the criteria. Until your account has been approved, you will not be able to browse the website, and our catalogue will not be visible. Once your account is validated, you will receive an onboarding email from our Customer Care Team.

What information will I find in "My account"?

In "My Account", you will find the following information

Your Business information:

This includes all the information you provided us in the registration. It is mandatory to include:

• Email address to which all our email communications are addressed
• Registered company name
• Country your business is based and to where our services will be addressed
• VAT number

Your password:

If needed, you can reset it. Simply use the following link.

GDPR settings:

This is where you can set GDPR preferences and opt-out of targeted ads.

Billing & Delivery addresses:

This is where you can update your billing address and delivery address, as well as any additional information that will be displayed on your invoices. 

Your orders and respective invoices:

You will be able to view and manage your current orders and order history.

What information will I find in "All your orders"?

"All Your Orders" contains all the information related to your current and previous orders. Next to each order number, you will see two links; details and Invoices. By clicking on them, you will be respectively able to track your order's status and download the invoices you have paid.

How can I change my account information?

Login to your account and go to "Account Settings", enter the new information, and click "Submit" to save the changes.

If you need to change your VAT number, in addition to changing it in your "Account Settings", we kindly ask you to send us an email at support@bundlex.com or send us a message via WhatsApp at +356 7988 8213 so that we can check it and change it also in our system.

Please note that not all information is modifiable in "Account Settings". For any queries, please contact our Customer Care team.

How do I reset my password?

If you forgot your password, just click on "Forgot your password?" on the login screen.

Enter your email address, and follow the steps sent to you via the confirmation email.

Please remember that the password needs to respect the following criteria:

• At least 8 characters in length

One of each of the following 4 types of characters:

• lower case letters (a-z)
• upper case letters (A-Z)
• numbers (e.g. 0-9)
• special characters (e.g. !@#$%^&*)

I am encountering difficulties with navigating my account. How can I get help?

Please get in touch with us by using our WhatsApp line at +356 7988 8213 or send us an email at support@bundlex.com.

Are the products sold on Bundlex original?

Yes, all the products sold on Bundlex are 100% certified original. They are all purchased directly from the Brands, licensees or official distributors, and we personally verify the authenticity and origin of each product you will see on the website.

What is the retail price shown in the catalog?

The discounted retail price shown in the catalog is the official European retail price provided by the supplier. We provide this figure as a reference for resale pricing to end customers.

Can you provide authorization letters from the brands?

While all the products sold on Bundlex are 100% certified original, they are sometimes purchased from licensees or official distributors: for this reason we cannot provide Authorization Letters

Do prices include local taxes and customs duties?

For extra-EU countries, any applicable local taxes or import duties are not included and will be charged to the receiver.

How often do you update the stock?

We update our stock regularly so that we can give our customers access to off-price garments that are in line with the latest fashion trends for women, men and kids.

If you want to be informed about new styles, brands and offers, make sure that you update your newsletter preferences via your "Account Settings".

Why can't I see some Brands and their respective products on the website?

To respect some Brands' requirements, Bundlex's stock is divided by markets. Brands and their respective products are only visible and purchasable in the markets where we received sale consent. Based on your delivery country, you will be associated with one of the 8 markets of Bundlex, and you will see only the brands for which we have distribution agreements for your destination.

I would like to know more about your services and offers. How can I get in touch with you?

Please get in touch with us by using our WhatsApp line at +356 7988 8213 or send us an email at support@bundlex.com, so that we create a shopping experience tailored to you.

What is the minimum order for Bundlex?

If you are a European company, for your first purchase, the minimum order value is set at 250€. From the second order, the minimum order value is set at 500€ .

For all companies outside of Europe the minimum order value is set at 500€.

What delivery options are available?

We currently offer three delivery options:

1. Shipping with one of our couriers: Where we will deliver directly to the delivery address provided - making sure your order will be ready for shipping in 3/4 days and providing the expected delivery date at checkout.
2. Local Pickup: You can pick your order up directly from our warehouse and organise the delivery yourself at your earliest convenience.
3. Ask for a shipping quotation: We will provide you with our best rates for your final destination.

What payment methods are available?

We offer three payment methods:

• Credit Card
• PayPal
• Bank transfer. After receiving your order, you have 5 business days to make the payment.

Please notice that we accept the following credit cards: Visa, Mastercard, Maestro, Diners - Discover, Klarna*, Bancontact, American Express®, Payconiq*, Cartes Bancaires*, Samsung Pay, Alipay, PayPal, Apple Pay, Google Pay, MB Way*, Ref MB*

How do I place an order on Bundlex?

To place an order on Bundlex:

1. Click on the product you wish to order
2. Select sizes
3. Choose the quantities by clicking on the + symbol by each size available/you wish to order
4. Once you have added the desired quantities, click "Add to Cart."

To complete the order on Bundlex:

1. Click on "Cart" at the top right of the screen. You will be redirected to the summary of your order, where you can still make changes to your cart by either removing products or adding quantities and sizes of the items already selected.
2. Click "Checkout." Before completing the order and paying, if not already provided, you will be asked to add the billing and delivery address.
3. Select "Delivery Option." Choose from our 3 delivery options. It is at this step that you can enter a promo code if you have one.
4. Proceed with payment. Choose from one of our 3 payment methods: bank transfer, credit card or PayPal. By choosing credit card or PayPal, you will be automatically redirected to the payment page. Whereas, by selecting Bank Transfer, you will not have to pay immediately but instead it will be sent an email with the Bank details to make the payment. Please note that you will have 5 business days to make the payment. However, it is worth noting that we cannot send your order for preparation or reserve the goods till we receive your payment.

Once your payment has been received, you will receive a confirmation email informing you that your order has been sent for preparation.

Italian VAT has been applied to my order, why?

If you’re a EU VAT-registered retailer with a VAT number which is not VIES validated, and you have entered a delivery address that is located within the European Union, 22% Italian VAT will be charged at checkout. Use this link to discover how to validate your VAT number for cross-border transactions in the EU. It is fast and free, and you won't have to pay additional VAT.

What delivery options are available?

We currently offer three delivery options:

1. Shipping with one of our couriers: Where we will deliver directly to the delivery address provided - making sure your order will be ready for shipping in 48h-72h and providing the expected delivery date at checkout.
2. Local Pickup: You can pick your order up directly from our warehouse and organise the delivery yourself at your earliest convenience.
3. Ask for a shipping quotation: We will provide you with our best rates for your final destination.

Where do you ship and how much does shipping cost?

We currently ship to countries within the European Union, and for extra-EU countries, we provide shipping quotations upon requests.

The shipping costs will depend on:

• The weight and volume of the package
• The delivery country
• The type of delivery (express or standard)

Can I change my delivery address?

Yes, but only as long as the new address is in a country included in the Market that your account is associated with (these addresses will appear to you in the drop-down menu). Please also note that these information can be modified at checkout (at the "Billing & Delivery" stage) or from your "Account".

How long will my order take to arrive?

Deliveries times will vary depending on the destination country and the type of service selected. With standard delivery taking up to 10 working days.

Do shipping costs include VAT?

Yes, they do. For all EU countries, we provide with all-in shipping costs.
For extra-EU countries, any applicable local taxes or import duties are not included and will be charged to the receiver.

What documentation do you provide for Extra EU shipments?

We will provide you with:

• Invoice
• Packing List
• Declaration of free export (filled and signed by us).

Please note that any applicable local taxes or import duties are not included and will be charged to the receiver.

What if I don't see any delivery option for my final destination?

In this case, we kindly ask you to choose either "Ask for a quotation", so that we can get back to you with our best shipping offer, or "Local Pickup" and organize the delivery yourself.

I don't see the tracking number, where can I find it?

Please send an email or a message via WhatsApp to our Customer Care Team, and we will get back to you shortly with the tracking reference, if available. Please know that the tracking reference cannot be provided for groupage deliveries.

How does the Local Pick Up delivery option work?

Once you choose "Collect your order in our Warehouse, " you can organize the delivery by yourself. As soon as your order is prepared and ready for collection, we will send you the warehouse address, pickup instructions, and loading details related to your order.

How long does the order take to be prepared and ready for shipping?

At Bundlex, we make sure to have your order ready for shipping within 48-72 hours.

What should I do if I receive damaged boxes?

Who does pay for the return shipping costs?

The return shipping costs are at the buyer's expense. Bundlex is responsible for the return only in case of faulty or incorrect products.

How can I make a return request?

The customer can make a return request within 10 days of delivery of the goods.

In order to do so, you have to submit a ticket to our Customer Care Team following the below steps:

• Open a "Return Order" ticket on portal.bundlex.com
• Add your Order ID and list the products you wish to return. Please refer to the Return Policy page to learn about the complete procedure that needs to be followed.
• Submit the ticket and wait for our Customer Care Team to contact you and give you instructions on how to prepare the goods for return.

Please note: the products must be returned intact and in their original packaging.

Can I request a refund for the returned goods?

If you want to return a product, Bundlex provides a refund in the form of a credit. The credit will be visible from "Your Account" and will be automatically applied to your next purchase. If you require a refund instead of a credit, you can obtain this by contacting our customer service team.

What should I do if I receive a faulty or incorrect product?

If you receive a faulty product or incorrect product that you have not ordered:

• Open a "Return Order" ticket on portal.bundlex.com
• Add your order ID and describe the issues with the products, attaching photos of the items.
• Submit the ticket.

You will receive instructions from our customer service team on how to proceed with your request.