borderfree

General

• Which countries does Borderfree ship to?

  Borderfree ships to more than 220 countries and territories; however, not all Borderfree stores ship to all countries. The list below provides all countries and territories where Borderfree ships across our stores. 
  
  Afghanistan
  Albania
  Algeria
  American Samoa
  Andorra
  Angola
  Anguilla
  Antigua and Barbuda
  Armenia
  Aruba
  Australia
  Austria
  Azerbaijan
  Bahamas
  Bahrain
  Bangladesh
  Barbados
  Belarus
  Belgium
  Belize
  Benin
  Bermuda
  Bhutan
  Bolivia
  Bonaire, Sint Eustatius and Saba
  Bosnia and Herzegovina
  Botswana
  Brazil
  Brunei
  Bulgaria
  Burkina Faso
  Burundi
  Cambodia
  Cameroon
  Canada
  Cape Verde
  Cayman Islands
  Central African Republic
  Chad
  Chile
  China
  Christmas Island
  Cocos (Keeling) Islands
  Colombia
  Comoros
  Comoros Islands
  Congo, Democratic Republic of the
  Congo, Republic of the
  Cook Islands
  Costa Rica
  Croatia
  Curacao
  Cyprus
  Czech Republic
  Denmark
  Djibouti
  Dominica
  Dominican Republic
  East Timor
  Ecuador
  Egypt
  El Salvador
  Equatorial Guinea, Republic of
  Eritrea
  Estonia
  Ethiopia
  Falkland Island (Malvinas)
  Faroe Islands
  Fiji
  Finland
  France
  French Guiana
  French Polynesia
  Gabon
  Gambia
  Georgia
  Germany
  Ghana
  Gibraltar
  Greece
  Greenland
  Grenada
  Guadeloupe
  Guam
  Guatemala
  Guernsey
  Guinea
  Guinea-Bissau
  Guyana
  Haiti
  Holy See (Vatican City State)
  Honduras
  Hong Kong
  Hungary
  Iceland
  India
  Indonesia
  Iraq
  Ireland
  Isle of Man
  Israel
  Italy
  Ivory Coast (Cote d'lvoire)
  Jamaica
  Japan
  Jersey
  Jordan
  Kazakhstan
  Kenya
  Kiribati
  Kosovo
  Kuwait
  Kyrgyzstan
  Lao People's Democratic Republic
  Latvia
  Lebanon
  Lesotho
  Liberia
  Libya
  Liechtenstein
  Lithuania
  Luxembourg
  Macao
  Macedonia, Republic of
  Madagascar
  Malawi
  Malaysia
  Maldives
  Mali
  Malta
  Marshall Islands
  Martinique
  Mauritania
  Mauritius
  Mayotte
  Mexico
  Micronesia, Federated States of
  Moldova, Republic of
  Monaco
  Mongolia
  Montenegro
  Montserrat
  Morocco
  Mozambique
  Myanmar
  Namibia
  Nauru
  Nepal
  Netherlands
  New Caledonia
  New Zealand
  Nicaragua
  Niger
  Nigeria
  Niue
  Norway
  Oman
  Pakistan
  Palau
  Panama
  Papua New Guinea
  Paraguay
  Peru
  Philippines
  Poland
  Portugal
  Puerto Rico
  Qatar
  Réunion
  Romania
  Russia
  Rwanda
  Saint Barthelemy
  Saint Kitts and Nevis
  Saint Lucia
  Saint Pierre and Miquelon
  Saint Vincent and the Grenadines
  Samoa
  San Marino
  Sao Tome & Principe
  Saudi Arabia
  Senegal
  Serbia
  Seychelles
  Sierra Leone
  Singapore
  Sint Maarten
  Slovakia
  Slovenia
  Solomon Islands
  Somalia
  South Africa
  South Korea
  Spain
  Sri Lanka
  Suriname
  Swaziland
  Sweden
  Switzerland
  Taiwan
  Tajikistan
  Tanzania, United Republic of
  Thailand
  Togo
  Tonga
  Trinidad and Tobago
  Tunisia
  Turkey
  Turks and Caicos
  Tuvalu
  Uganda
  Ukraine
  United Arab Emirates
  United Kingdom
  United States
  Uruguay
  Uzbekistan
  Vanuatu
  Venezuela
  Vietnam
  Virgin Islands (British)
  Virgin Islands (US)
  Wallis and Futuna
  Yemen, Republic of
  Zambia
  Zimbabwe

• Who is Borderfree?

  Borderfree is the global ecommerce partner that many of the world's top retailers work with to sell and ship their products to customers around the world. We make it easy and safe for you to shop from more than 150 online stores, where you can:

   - Shop and pay securely with local payment and currency options

   - Prepay duties and import taxes, and avoid surprise charges at delivery

   - Choose from our fast and reliable international shippers, often for free or at heavily discounted rates

  For the full list of stores that ship to you, click here.

  
   

• Why does Borderfree not ship to my country?

  Borderfree is continuously evaluating new shipping destinations, so while we don’t ship to you today we may in the future.  Please provide your email address and we will notify you when we begin shipping to you.

• Which Borderfree stores ship to me?

  Borderfree ships to more than 100 countries and territories; however, not all Borderfree stores ship to all countries. To see the Borderfree stores that ship to your country, click here.

• I am experiencing technical issues — what should I do?

  Please go to Contact Borderfree and complete the form provided. Be sure to include a detailed description of the issue. We will look into it and respond to you within one business day. 

• How do I provide feedback & suggestions?

  Borderfree values your feedback and would love to hear from you. To share your thoughts on your shopping experience, including any suggestions for improvement, please go to Contact Borderfree and complete the form provided. 

• How can I discover great sales and new store launches?

  For updates on sales, special offers, and new store launches, sign up for our email newsletter here. To browse products and sales by category, designer, and price, visit Port51.com. To see our featured deals, go to Borderfree Stores.

• Can Borderfree help me buy from U.S. stores that do not ship to me?

  Borderfree recently launched BoxHop, a parcel consolidation and forwarding service powered by Borderfree. BoxHop can provide you with a U.S. address so you can buy from nearly any U.S. store.

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Orders

• I have a question about my order — what should I do?

  For questions about modifying, cancelling, returning, or exchanging your order, or to report damaged goods or incorrect items in your package, please contact the store you purchased from. To find the contact information for a store, go to Contact the Store.
  
  To track your order shipment, go to Track Your Package and complete the form provided.
  
  For questions about payment failures, credit card charges, duties and taxes, or address corrections, browse our FAQs. If your question is not covered in our FAQs, go to Contact Borderfree and complete the form provided.
  
  

• Where can I find my order number?

  Your order number appears in the order-related emails you receive from Borderfree, such as the "Order Shipment Confirmation" email. If you cannot find your order number, please contact the store you purchased from, and they can assist you.To find the contact information for a store, go to Contact the Store.

• I did not receive an order confirmation email — is my order on its way?

  When you place an order with a Borderfree store, you should receive an "Order Received" email from Borderfree within one business day. If you have not received this email, please let us know. Go to Contact Borderfree and complete the form provided. 
  
  When Borderfree receives confirmation that your order has been processed by the store, we send you an "Order Confirmation" email. If you do not receive an "Order Confirmation" email within two business days, please contact the store you purchased from. To find the contact information for a store, go to Contact the Store. 
  
  The sender on order-related emails from Borderfree is "orders@borderfree.com."  Please be sure to add this address to your address book to ensure our messages are not mistakenly marked as SPAM. 

• How do I change or cancel my order?

  To change or cancel your order after it has been placed, please contact the store you purchased from as soon as possible. If the order has already shipped, it may need to be processed as a return after it is delivered to you. To find the contact information for a store, go to Contact the Store.

Return Policies

• When will I receive my refund?

  We typically process refunds within 5-10 business days after your merchandise has been received by our returns center. Please note that it may take up to two billing cycles for the refund to appear on your monthly statement. 
  
  If you have questions about your refund, please contact the store you purchased from. To find the contact information for a store, go to Contact the Store. 

• What will my total refund be?

  When your return is authorized, you will receive an email with a detailed breakdown of your refund.
  
  Each Borderfree store sets its own international return policy that determines how your return is calculated. If you have questions about your refund, please contact the store you purchased from. To find the contact information for a store, go to Contact the Store.

• How do I request a return or exchange?

  Each Borderfree store sets its own international return and exchange policies. In most cases, you need a return merchandise authorization from the store you purchased from.
  
  To learn more about a particular store's returns policy or to request return merchandise authorization, please contact the store you purchased from. To find the contact information for a store, go to Contact the Store. 

• How do I arrange for my return to be collected?

  When you request a return, you will receive a "Return Merchandise Authorization Received" email. This email contains detailed instructions on how to return your item(s), including instructions on arranging for pickup / drop-off. 
  
  If you have questions about a pending return or need to request a new return, please contact the store you purchased from. To find the contact information for a store, go to Contact the Store. 

• Can you process my refund to a different credit card?

  No, refunds must be credited to the original method of payment on your order. If we are unable to process your refund to your original method of payment, we will contact you and work with you to resolve the issue. 

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Payment

• Why is my PayPal payment still showing as pending?

  Your PayPal payment shows as pending until we ship your order from our international distribution center. A pending status does not mean that your order has failed or that it has not been confirmed.
  
  If your order has been cancelled, but your PayPal payment still shows as pending, please go to Contact Borderfree and complete the form provided. We will look into the issue and respond to you within one business day. 

• Why do I see charges on my credit card even though my order has not shipped?

  Prior to shipping your order, Borderfree may place an authorization hold on your account to secure your funds for purchase. Borderfree does not charge your credit card until we have shipped your order from our international distribution center.
  
  If the authorization hold is not automatically removed within five business days of your shipment, please contact your bank and ask them to release the authorization hold. 

• Why do I see a charge from Borderfree on my statement?

  When you purchase from one of Borderfree’s partner stores, you are also transacting with Borderfree. Borderfree processes your order payment and manages the international delivery of your order. Your statement reflects your order payment as a charge from "BF*Store" or "Store via Borderfree," where "Store" is the store you purchased from. 

• Why do I have duplicate charges on my credit card statement?

  In most cases, one of the charges is an authorization hold that we place on your account to secure your funds for purchase. Borderfree does not charge your credit card until we have shipped your order from our international distribution center.
  
  If the authorization hold is not automatically removed with five business days of your shipment, please contact your bank and ask them to release the authorization hold. 
  
  
  

• What payment types does Borderfree support?

  Borderfree currently supports Visa, MasterCard, PayPal, American Express, JCB and China UnionPay. However, not all Borderfree stores accept all payment options.

• My payment was declined — what should I do?

  If your payment was declined at checkout, please first contact your bank for details on why they declined your transaction. If your bank cannot identify the issue, please go to Contact Borderfree and complete the form provided. We will troubleshoot the payment issue and respond to you within one business day. 

• I believe someone has made a fraudulent purchase with my card — what should I do?

  If you see a charge from Borderfree and have not recently shopped with a Borderfree store, please first contact your bank to report the fraudulent activity. Then, please go to Contact Borderfree and complete the form provided. We will respond to you within one business day. 

• Does Borderfree accept U.S. billing addresses?

  Yes! You can enter separate shipping and billing addresses at checkout, and the billing address can be a U.S. address. 

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Shipping & Duties

• How much duty and taxes are charged on international orders?

  Taxes and customs duties will vary from country to country. These amounts are determined by the specific products that are being imported and the country you are shipping to. You will be able to view the guaranteed total amount of applicable customs duty and taxes for your order within the Borderfree global checkout.

• How long will it take to receive my order?

  Delivery times vary depending on the Borderfree store you are purchasing from, the shipping address on the order, and the available shipping options for the shipping address.
  
  At checkout, you will see an estimated delivery timeframe for each available shipping option before you submit your order. 

• How do I track my package?

  Go to Track Your Package and complete the form provided. You will need your order number and the billing email address you provided when you placed your order. Your order number appears in the order-related emails you receive from Borderfree, such as the "Order Shipment Confirmation" email. 
  
  

• Does Borderfree ship to Army Post Office (APOs) or Fleet Post Office (FPOs) addresses?

  No, at this time Borderfree does not ship to U.S. military (APO or FPO) addresses. However, you may be able to complete your order through a store's U.S. checkout to ship to these types of addresses. 
  
  If you have questions about shipping to U.S. military addresses, please contact the store you want to purchase from. To find the contact information for a store, go to Contact the Store. 

• Can I ship to an address other than my home address?

  Yes! Borderfree will ship your order to the shipping address you enter at checkout, which can be any international destination supported by the store you are purchasing from. 

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Duties & Taxes

• Will I have to pay additional duties and taxes when my order arrives?

  At checkout, you may be presented with options to either prepay duties and taxes or to pay duties and taxes on delivery. If you choose to prepay duties and taxes, you will not be required to pay any additional fees upon delivery. If you choose to pay duties and taxes on delivery, you will be required to pay these fees to the shipping carrier when you receive the order.
  
  If you prepaid the duties and taxes on your order but have received a bill for additional charges, please go to Contact Borderfree and complete the form provided. Please be sure to include a copy of the invoice. We will investigate the issue and respond to you within one business day. 

• How much are the duties and taxes on international orders?

  Duties and taxes vary based on the products you order and the country you are shipping to.
  
  Before you submit your order at checkout, you will see the total duties and taxes for your order. You may be presented with options to prepay duties and taxes or to pay duties and taxes on delivery. If you choose to prepay the duties and taxes on your order, the total at checkout is guaranteed. If you choose to pay duties and taxes on delivery, you will be required to pay these fees to the shipping carrier when you receive your order, and the total may be assessed differently.