FAQs

Q: Do I need to register an account to make a purchase from Bridges to Borders?

A: No you do not. You are welcome to browse our website and purchase as a guest. However, customers that register an account can qualify for discounts and other promotions as well as receive exclusive updates when new and exciting products are available.

Q: How do I register for an account?

A: You have the opportunity to register an account at checkout. We will confirm your registration in a follow-up email.

Q: What do I do if I have forgotten my password?

A: You can click on ‘Log In’ and then “Forgot your Password.”  An email will be sent to you with additional instructions.

Q: Can I purchase now and come back later to pay?

A: Bridges to Borders does not offer customers the purchase now and pay later option.

Q: How long after I place my order will it ship?

A: Orders leave our Abu Dhabi, UAE warehouse for shipping every Sunday, Tuesday & Thursday excluding weekends and holidays. It may take up to 24 hours for an order to be processed during initial shipping. Kindly note shipping may be delayed if confirmation is needed for the order.

Q. I am an international customer. What are the rates I should expect to pay?

A. Our price-based shipping model is based on the weight and quantity of items purchased. FREE shipping is offered for orders over $100. Because orders are shipped from our location in the UAE, Bridges to Borders is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery. If the package is returned to us, there will be a bounce back fee charged to the customer.

Q. I am an international customer, however when I attempt to check out it does not recognize my area/address?

A. While we do ship internationally to most areas, some carriers do not provide shipping services to specific areas. There are 76 countries that we currently do not support shipping for.

These countries include:

Antigua And Barbuda, Aruba, Bolivia, New Caledonia, Republic of Cameroon, Cape Verde, Côte d'Ivoire, Dominica, Dominican Republic, Equatorial Guinea, Fiji, French Polynesia, Gambia, Grenada, Guernsey, Guyana, Kyrgyzstan, Mongolia, Myanmar, Netherlands Antilles, Niger, Palestinian Territory-Occupied, Papua New Guinea, Peru, Saint Kitts And Nevis, Saint Lucia, Saint Martin, Sao Tome And Principe, Sint Maarten, Solomon Islands, St. Vincent, Suriname, Syria, Turkmenistan, Uzbekistan, Vanuatu, Venezuela, Aland Islands, Bouvet Island, British Indian Ocean Territory, Burkina Faso, Central African Republic, Chad, Christmas Island, Cocos (Keeling) Islands, Cook Islands, Cuba, French Southern Territories, Guinea Bissau, Heard Island And Mcdonald Islands, Iraq, Kiribati, Libyan Arab Jamahiriya, Mauritania, Montserrat, Nauru, Niue, Norfolk Island, Pitcairn, Saint Barthélemy, Saint Helena, Saint Pierre And Miquelon, Somalia, South Georgia And The South Sandwich Islands, Svalbard And Jan Mayen, Tajikistan, Timor Leste, Tokelau, Tonga, Tuvalu, Wallis And Futuna, Western Sahara

*Please note that we are willing to discuss shipping to these areas on a case by case basis. If you are interested in a product and wish to request shipping to any of these areas you can email us at info@bridgestoborders.com for more details.

Q: I am an international customer and I am not sure how much I will be charged for a purchase.

A: Bridges to Borders is pleased to cater to a global customer base. Pricing on our website is in USD and the conversion rate would depend on your issuing credit card company being used on the transaction.

Q: Do you refund shipping fees?

A: Shipping fees are non-refundable. 

Q: What if my order fails to arrive in the appropriate time frame?

A: If your order does not arrive on time, please contact us immediately and we will do our very best to help.

Q: I would like to expedite my order but you currently only show standard shipping on your site- do you offer overnight shipping?

A: Because our warehouse is located in Abu Dhabi, UAE we can offer shipping with overnight and 2 day processing- however the cost is determined by your area. This is considered a special order. For special orders- please contact info@bridgestoborders.com for more details

Q: Can I collect my order from your location?

A: We are an international online store and pick-up from our warehouse location is not an option.  

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Returns and Refunds

Q: What steps do I take if I would like to return my order?

A: If you would like to return your order, please email us first and let us know and we will email you the relevant information. Our full returns policy can be found on a link on our homepage or by clicking below. 

                             Return and Refund Policy

Q. The item I ordered arrived damaged. What should I do?

A. You have the option of returning the item for a full refund minus any shipping charges or store credit. If the item is a gift- you will receive store credit minus any shipping charges.

Q: How long will it take to receive my refund?

A: Refunds are processed within 2-3 business days after your item(s) is received. You will be contacted by email to inform you that the returned item has been received and the refund process has been initiated. Funds will appear in your account based on the condition of your banking institution or credit card company. We will contact you if we encounter any problems after initiating the refund process. 

Q: Do I have to pay the shipping costs for returning my order?

A: Our Return and Refund Policy stipulates that the customer is responsible for covering the costs of a return. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. Shipping costs are non-refundable. If you receive a refund from your purchase, the cost of return shipping will be deducted from your refund.

Q: Can I swap my order for another?

A: It may be possible to swap your order if it is unopened and still has the tag present.  However, please note that Bridges to Borders offers one-of-a-kind internationally acquired pieces that is not stocked in high quantity. Please contact us at info@bridgestoborders.com for more information.

Q: What should I do if an item I want is out of stock on your website?

A: Our business model is to offer is one-of-a-kind internationally sourced pieces that is not stocked in high quantity. Select products are stocked in single or limited quantity so replacing them is unlikely. We advise customers to continually check our website to find new items. You are also welcome to register your email address to receive information about promotions or new products.

Q: What payment methods do you accept?

A: Bridges to Borders accepts multiple forms of payment. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal and store credit.

Q: I placed an order, but never received a confirmation email.

A: If you do not receive an email from the Bridges to Borders team within 24 hours of your purchase please contact us at info@bridgestoborders.com for assistance in looking into and updating your order.

Q: What does it mean if my order was confirmed but an email was sent stating that the purchased item is out of stock?

A: Between your placing the order and our processing of it, the specific item became unavailable. Our procedure is to offer you store credit for the purchase of another product or a refund.

Don't see your question listed? Send us an email at info@bridgestoborders.com with your questions and we will reply at our earliest convenience.