Policy Center
FAQ for BenQ Shop
1. Account information

- Creating a BenQ Account

- My personal information

- Delete My Account

- Forgot My Password

- Change My Personal details

- Guest check-out

 

How can I create a BenQ Account?

 

There are two ways to create a BenQ account.

 

1. Please find the account icon in the header of the BenQ shop. There you will be re-directed to the log in page where you will find the “Sign up” option at the right side of the webpage.

2. Become a BenQ member by signing in with your Facebook or Google account

 

How safe is my personal information?

 

We respect your privacy. For more information, please check our "Privacy Policy" at www.benq.eu/en-eu/policy/privacy-policy.html

 

You also have the option to manage how BenQ uses your information. To manage this, please go to your BenQ shop account.

All personal information, including your credit card number, are encrypted using the latest Secure Socket Layer software (SSL) for secured online transactions.

 

How to delete my account?

Of course we would want to see you stay, but if you wish to delete your BenQ account, you will no longer be receiving information regarding newsletters, product information and promotions. You can easily request to delete your account by sending an e-mail to BenQ. Please fill in the form at www.benq.eu/en-eu/support/contact-us.html with your request and we will assist you further.

 

What do I do if I forgot my password?


For security reasons we cannot provide you with your password, but we can certainly help you acquire a new one by sending a personalized link to your e-mail address. This way, you can securely change your password.

 

https://club.benq.eu/ICDS_EU/Help/ForgotPassWord?system_id=G5&function=Login&lang=en-eu

 

To request a password reset:

1. Go to Forget Your Password

2. Follow the on-screen instructions. You may be asked to copy the text from a picture in a text entry box (commonly known as a "CAPTCHA"). Make sure to enter the letters in all-caps. If you have a problem reading the "CAPTCHA," we'll give you a chance to try again with a different one. If you continue having an issue with the validation screen, please contact the BenQ Customer Care Team benq.eu/en-eu/support/contact-us.html

3. You will receive an e-mail with further instructions.

 

Can I change my username, e-mail and/ or password?

 

Please log in to “My BenQ Account” to update your contact details.

When you are logged in. Hover over your name in the header, a dropdown menu will appear. Click on Account to edit your information.

 

However, e-mail address may not be edited. Please create a new account with a new e-mail address that you wish to use.

 

Can I check out as a guest?

BenQ member enjoy benefits such as faster check-out, View order status anytime, subscribe to Newsletters for new promotions, Expert product recommendations & free post-sales support and training. However, you may complete your purchase and check out as a guest. If you want to return an item as guest please visit paragraph 5. Cancellations & Returns.

 

 

2. Placing an Order

- Product availability
- Pricing
- Coupon Code

 

How can I see if a Product is in stock?

 

While we strive to have all our products in stock at all times, increased demand may deplete our inventory temporarily. As you shop on our website, you will see one of the following options next to each product:

1. In Stock - The product is available and may be purchased immediately;

2. Out of Stock - The Product has been sold out and is temporarily unavailable for purchase.

Please bear in mind that during checkout a product that you have in your basket may go out of stock. If quantities are low and you have saved a product in your basket, another customer may purchase that product. Placing an item in your basket does not guarantee that it will be in stock. To make sure you eventually get the product, you must complete the checkout process.

 

Pricing

All prices are listed in LOCAL Currency and are including VAT. We also show the tax on the checkout and in your order details. For company, you will have the opportunity to enter your VAT number during check-out only.

Note: after placing the order it is not possible to add your VAT number.

 

How can I use the Coupon code?

 

If you have received a coupon code and want to use it, you can enter it during the check-out process on the shopping cart page. You are able to enter the coupon code in the Coupon code field and click on Apply to activate the coupon. When the coupon is activated, the amount will automatically be deducted from the total of your shopping cart.

Is the coupon code not working?

•         If you have the opportunity to copy the code, please copy the coupon code and paste it in the designated field. Make sure to delete the spacing at the end (if applicable).

•         Please check if the coupon is still valid. If it’s still valid, please check if you entered it correctly. A coupon can consist out of numbers, small letters and capital letters.

If the coupon still isn’t working, please contact the BenQ Customer Care Team https://www.benq.eu/en-eu/support/contact-us.html


 Avoid Common Mistakes:

- Make sure you have entered the correct coupon code at checkout.

- Make sure that you've added eligible items offered by BenQ.

- If you begin an order using your coupon code, but do not complete it, your promotion will be placed in your account and you will not need to enter the code the next time you order--provided that your order is completed before the coupon code expires. If the code is still valid, the discount will be automatically applied to qualifying orders

 

How do I know what to enter as a VAT id?

Please make sure the VAT id you enter is valid. You are able to check if the VAT id is valid by visiting the following website: https://ec.europa.eu/taxation_customs/vies/

By selecting your Member state, the first 2 letters of your VAT id will already be filled in for you. Please fill the box with the remaining characters of your VAT id. When you have successfully entered your VAT id, you can click on the Verify button to start the check. If everything is correct, you should see the correct company name.

3.Payment

- Payment Method

- Credit card issue

- When & How will the credit card be charged

- Prevent credit card misuse

- Download the invoice

 

 

What payment methods does BenQ accept?

BenQ offers standard payment methods and additional local payment methods:

Standard payment methods: VISA / Mastercard / American Express / PayPal

Austria: EPS

Belgium: Bancontact

Germany: Giropay, Sofortüberweisung

Netherlands: iDEAL

France: Carte-Blue

Italy: Standard payments methods (excluding PayPal)



Sweden: Trustly



Denmark: Trustly



Finland: Trustly & Finnish e-banking

Ireland, Portugal, Spain, United Kingdom, Luxemburg: only standard payment methods

During the payment process you will be redirected to our secure third party payment partner Adyen: https://www.adyen.com/

 

 

Why is my credit card not accepted?

There are many reasons for a failed credit card transaction:

- Your card may have expired

- Your limit has been reached, insufficient funds

- Invalid card transaction not authenticated by card issuing bank

- A credit card computer, either at our end or your bank's end, may have encountered a machine error/ network issues/ net banking downtime

- Wrong credentials entered

- The transaction was interrupted by clicking on the back button in the browser

 

Please contact your bank first to see if there are any issues with your credit card. Once it has been confirmed by your bank that there is no issue, please contact the BenQ Customer Care Team www.benq.eu/en-eu/support/contact-us.html. Kindly provide them with any error code you may have received, as well as the order number from the shopping basket in order to assist you quickly.

 

When will my credit card be charged and how will the charges show up on my credit card?

 

When ordering your credit card will be charged immediately.

 

Prevent credit card misuse

We take sensible security measures to protect BenQ and all our consumers and we may make random security checks on orders. If we need to contact you to verify information, we will hold your order until we can reach you.

To help us, please provide a telephone number and an e-mail address where we can contact you during standard office hours. Please make sure you check the e-mail you used to place the order. In some circumstances we may ask you to provide an alternative method of payment. To contact us directly please check contact details of the BenQ Customer Care Team at www.benq.eu/en-eu/support/contact-us.html.

 

How can I get a copy of my invoice?

 

You can download the invoice in your BenQ Account or Find Order As Guest with your order number and e-mail address after your order has been shipped out.

 

To download and print your invoice, you need to log in to BenQ Account or Find Order As Guest with your order number number and e-mail address; follow below steps:

Hover over Sign in and click on Track order to log in. You can either log in with your account details or log in using your order ID number and e-mail address.

 

In "My account" page, hover over Status inquiry and click on Order history

Locate your order in the list and download the invoice.

Note: Your invoice will be only available after your order has been shipped out.

For security reasons we cannot send you a copy of your invoice by e-mail.

4. Shipping & Delivery

-International Shipping

-Order status

-Tracking Number

-Changing Shipping address

-Delivery Method

 

Do you ship internationally?

You are ordering from the BenQ Scandinavian shop, here you can choose to send to Sweden, Denmark & Finland.

Other Countries:

Austria, please order through the Austrian Website
Belgium, please order through the Belgian Website*
France, please order through the French Website*
Germany, please order through the German Website*
Italy, please order through the Italian Website*
Ireland, please order through the Irish Website*
Netherlands, please order through the Netherlands Website*
Spain, please order through the Spanish Website*
United Kingdom, please order through the UK Website*
Luxembourg, Portugal, Czech Republic, Poland, please order through the EU Website

We cannot deliver to:

Azores, Madeira, Canary Islands, Shetland Islands, Isle of Man, Channel Islands including Guernsey & Jersey, Overseas Territories of France, Cities of Ceuta & Melilla belonging to Spain .

 

Excluded European Shipping countries

BenQ Online Shop does not ship to Norway, Switzerland, Iceland, Slovakia, Russia, Belarus, Hungary, Romania, Bulgaria, Slovenia, Croatia, Serbia, Macedonia, Montenegro, Greece, Bosnia, Malta, Cyprus, Ukraine, Lithuania, Latvia and Estonia.

Location

Box Weight: 0-4 Kilo*

Box Weight:  4.1-7.5 Kilo*

Box Weight: 7.5 Kilo and more*

Delivery Time in days after departure from warehouse

Netherlands

€ 3.95

€ 4,95

€ 6,95

1

Belgium

€ 4,95

€ 5,95

€ 7,95

1

Germany

€ 4,95

€ 5,95

€ 7,95

1-2

Luxembourg

€ 5,95

€ 6,95

€ 8,95

1

France

€ 7,95

€ 8,95

€ 9,95

1-2

United Kingdom

£ 6.95

£ 7.80

£ 8.70

2-3

Spain

€ 9,95

€ 11,95

€ 14,95

3

Portugal

€ 11,95

€ 12,95

€ 15,95

3-4

Austria

€ 8,95

€ 9,95

€ 12,95

2

Italy

€ 8,95

€ 9,96

€ 12,96

3

Ireland

€ 9,95

€ 11,95

€ 14,95

3-4

Poland

€ 16,50

€ 20.38

€ 23.07

2-3

Czech Republic

€ 16,50

€ 20.38

€ 23.07

2-3

Sweden

€ 6.58

€ 7.61

€ 8.37

1

Denmark

€ 10.60

€ 11.73

€ 12.97

2~3

Finland

€ 10.60

€ 11.73

€ 13.53

2~3


Has my order been shipped?

 

You will receive a shipping confirmation e-mail once your order is processed for shipping. There will be a tracking number in the e-mail which you can use to track the status of your order at the UPS site. If the link does not open, please try to copy and paste it into the address bar of your web browser.

 

You can also find the tracking number in "Order History" section of My Account page after logging in or you can check your order status by clicking here: https://shop.benq.eu/eu-buy/trackorder/. If you have a problem tracking your order, please contact the BenQ Customer Care Team www.benq.eu/en-eu/support/contact-us.html

 

NOTE: Orders placed on Friday will be shipped on Monday (with the exception of Public Holidays; e.g.: Christmas, Easter, Whit-Monday, etc…)

 

 Can I change my shipping address after submitting the order?

-  Following EU legal regulations, BenQ will not accept a change of the bill-to address. Please note if the order is still in the return period, we would ask you to complete the return, and re order again.

- Following EU legal regulations, BenQ will not change the registered VAT number, nor change the status from individual to business VAT. Please note if the order is still in the return period, we would ask you to complete the return, and re order again.

-   When you notice the shipping address is wrong in the order, please inform our BenQ Customer Care team as soon as possible (preferably by calling or chatting). If this is done on time, this will avoid the unit to be shipped to the wrong address.

  

What are the delivery methods, cost and estimated delivery time?

Free delivery (on orders above €79, UK excluded)

 BenQ Online Shop only uses UPS as transportation partner. Please see the delivery table for the information regarding shipping costs:* The weight is calculated over the single heaviest box weight in an order. No extra shipping costs will be calculated if multiple products are ordered. Prices are including VAT.               

           

I didn’t receive a UPS confirmation e-mail, what should I do?

It may be possible that the e-mail ended up in your junk mail folder. Please check your junk mail folder to check if you have received the confirmation e-mail.

Did you still not receive the e-mail confirmation? Please contact the BenQ Customer Care Team https://www.benq.eu/en-eu/support/contact-us.html

 

I didn’t receive an order confirmation, what should I do?

If you have not received an order confirmation, please check your junk mail folder to check if you received the confirmation e-mail. Did you still not receive the e-mail confirmation? Please contact the BenQ Customer Care Team https://www.benq.eu/en-eu/support/contact-us.html

 

I didn’t receive an order confirmation, but the payment is processed. What should I do?

If you have not received an order confirmation. Please do not order again. Please check your junk mail folder to check if you received the confirmation e-mail. Did you still not receive the e-mail confirmation? Please contact the BenQ Customer Care Team  https://www.benq.eu/en-eu/support/contact-us.html

 

5. Cancellation & Returns

- Cancel Order

- Return product and request a refund

- Received a faulty or damaged product

- Ordered multiple items but wish to return only one or a few of them

- Received the wrong

- Exchange for another one

 

How can I cancel my order?

 

Please log in to your BenQ Account (or enter your order number and e-mail address for guest check-out users) and click the “Cancel button” if it is still available.

Cancelling an order is possible only when the order has not been confirmed by our system. You will be able to see the cancellation button if this option is still available.

If the cancellation button is not visible, and you would like to cancel the order, see the information under “My order has been confirmed and I want to cancel it, what can I do” or please contact the BenQ Customer Care Team via https://www.benq.eu/en-eu/support/contact-us.html

My order has been confirmed and I want to cancel it, what can I do?

You have two options to cancel an order after confirmation:


1. Refuse it at the door when the courier delivers the product
2. Return it via normal BenQ return procedure – See more information at: “How can I return my product and request a refund”

 

 

How can I return my product and request a refund?

If you aren’t satisfied with the condition of a product that you receive from us or in case you change your mind about the item you bought, we’ll issue a refund up to 30 calendar days from date of delivery.

Follow below steps to return your item for a refund:

Please log in to your BenQ account (or enter your order number and e-mail address for guest check-out users), locate your order and press the return button. Once your return request is received we will contact you about the return process via e-mail.

To prepare your item for return:

1. Please include all manuals, cables and accessories, the device should be returned “as NEW” with all original accessories that accompanied the device.

2. The device must be returned in the original BenQ box that contained the device and all packing material must be intact.

For more information please read our General Terms & Conditions https://www.benq.eu/en-eu/policy/shop-terms-conditions.html, or contact the BenQ Customer Care Team at: https://www.benq.eu/en-eu/support/contact-us.html

 

 

The package is delivered in a damaged condition, what can I do?

 

If the package is delivered to you in a damaged condition and you are unhappy with the state of delivery, please do not accept it and ask for the delivery agent to return the products to BenQ. In case you have accepted the package we kindly ask you to contact the BenQ customer care team as soon as possible, preferable within 2-3 working days via https://www.benq.eu/en-eu/support/contact-us.html. If you do call or e-mail, please make sure to quote your order number to be able to find your details and assist you further.

NOTE:  Please immediately take a photo of the packaging for any visible damage in order for us to investigate further

 

I received a physically damaged unit, what can I do?

 

When there are no visible signs that the package is damaged upon delivery, and thereafter you notice that one or more products have been physically damaged, we kindly ask you to contact the BenQ customer care team as soon as possible, preferable within 2-3 working days via https://www.benq.eu/en-eu/support/contact-us.html.  If you do call or e-mail, please make sure to quote your order number to be able to find your details and assist you further.

NOTE:  Please immediately take a photo of the condition of both the unit and the packaging material for any visible damage in order for us to investigate further.

 

 

My product I ordered is not working or faulty, what can I do?

 

In case you received a faulty product, please immediately contact the BenQ customer care team as soon as possible preferable within 2-3 working days via https://www.benq.eu/en-eu/support/contact-us.html. If you do call or e-mail, please make sure to quote your order number to be able to find your details and assist you further.

 

I ordered multiple items but wish to return only one or a few of them.

 

In case you want to return one or a few items from your order, please contact the BenQ customer care team via www.benq.eu/en-eu/support/contact-us.html and we will assist you further. If you do call or e-mail, please make sure to quote your order number to be able to find your details.

 

I received the wrong item or the product was not as described, how do I proceed?

 

If you received the wrong product or the product you received was not as described, you can contact our BenQ customer care team via www.benq.eu/en-eu/support/contact-us.html and we will assist you further. If you do call or e-mail, please make sure to quote your order number to be able to find your details.

 

Can I exchange a product?

 

Unfortunately we do not exchange products. If you'd like to exchange for a different product, colour, etc... You will need to return your existing item for a refund and then re-order your preferred item at your convenience.

You can use the return process listed at question: How can I return my product and request a refund.

 
I logged in as guest, how can I cancel or return my order?

 

Please follow these steps:

Refer to the first letters of your Order ID number to open the applicable webpage. For BenQ United Kingdom different rules apply, please read below

 

BenQ

EBQ: https://shop.benq.eu/eu-buy/trackorder
EDE: https://shop.benq.eu/de-buy/trackorder
EFR: https://shop.benq.eu/fr-buy/trackorder
EES: https://shop.benq.eu/es-buy/trackorder
ENL: https://shop.benq.eu/nl-buy/trackorder
EIT: https://shop.benq.eu/it-buy/trackorder
EIE : https://shop.benq.eu/ie-buy/trackorder

 

ZOWIE
ZBQ: https://shop.benq.eu/eu-buy-zowie/trackorder/
ZDE: https://shop.benq.eu/de-buy-zowie/trackorder/
ZFR: https://shop.benq.eu/fr-buy-zowie/trackorder/
ZES: https://shop.benq.eu/es-buy-zowie/trackorder/
ZNL: https://shop.benq.eu/nl-buy-zowie/trackorder/
ZIT: https://shop.benq.eu/it-buy-zowie/trackorder/
ZIE : https://shop.benq.eu/ie-buy-zowie/trackorder/

 

In case the letters do not match, please refer to the webpage of your purchase:

BenQ

Europe:  https://shop.benq.eu/eu-buy/trackorder
Germany:  https://shop.benq.eu/de-buy/trackorder
France:  https://shop.benq.eu/fr-buy/trackorder
Spain: https://shop.benq.eu/es-buy/trackorder
Netherlands: https://shop.benq.eu/nl-buy/trackorder
Italy:  https://shop.benq.eu/it-buy/trackorder
Ireland:  https://shop.benq.eu/ie-buy/trackorder

 

ZOWIE

Zowie Products EU : https://shop.benq.eu/eu-buy-zowie/trackorder/
ZOWIE Products Germany:  https://shop.benq.eu/de-buy-zowie/trackorder/
ZOWIE Products France: https://shop.benq.eu/fr-buy-zowie/trackorder/
ZOWIE Products Spain: https://shop.benq.eu/es-buy-zowie/trackorder/
ZOWIE Products Netherlands : https://shop.benq.eu/nl-buy-zowie/trackorder/
ZOWIE Products Italy: https://shop.benq.eu/it-buy-zowie/trackorder/
ZOWIE Products Ireland:  https://shop.benq.eu/ie-buy-zowie/trackorder/

 

•           Enter your e-mail address you used while placing the order and Order number

•           Go to Your Orders and select the order you want to cancel or return.

•           Select the Cancel & return button

 

 

Cancellation

Cancelling an order is possible only when the order has not been confirmed by our system. You will be able to see the cancellation button if this option is still available.

 

Return
If the order has been shipped out, a “Return” button will appear.

You will need to wait to receive the order to initiate this process. After receiving the order, please go to your account on the Order Information Page, please select the “Return” button, and follow the instructions.

6. Refund

 

How long will it take to receive my refund?

 

The refund process will be started either immediately after you click the cancellation button OR at the moment the package arrives at the warehouse (return)

 

Request Cancellation after placing an order.

Cancelling an order is only possible when the order has not been confirmed by our system. You will be able to see the cancellation button if this option is still available. The refund process will start after you click on the “Cancel button”.  The refund process takes 7-10 business days depending on your payment method and/or Bank.

 

Request Return within 30 calendar days (Remorse period).

After your return request is received, we will provide you with the following steps via e-mail. The refund process will start after we receive the unit (s) back at the warehouse of BenQ. It takes 7-10 business days depending on your payment method and/or Bank.

After the refund process has been started, it can take up to 7- 10 business days for the refund to be visible in your bank account.

Refunds are issued using the same payment method used at the time of purchase from our BenQ online shop. If paid by Credit Card (Mastercard, VISA or American Express) or PayPal the refund will be done via these payment methods.

 

Will I get my shipping costs refunded?

If you return your full order, your shipping costs will be refunded.
If you return your order partially the shipping costs will not be refunded.

 

IMPORTANT:

If your question is not listed in our FAQ’s or if you didn't find the answer to your question, please feel free to contact our BenQ customer care team via www.benq.eu/en-eu/support/contact-us.html and we will be more than happy to assist you accordingly.

 



7. Pre-Order

What is a pre-order?

BenQ offers the opportunity to order specific products before its official launch to the market. A scheduled date will be shared with the buyer, which will reflect the projected shipping date. This date is subject to change without notice.

Please note that delivery times are influenced by your location. We invite you to learn on the delivery times here: https://www.benq.eu/en-eu/policy/shop-faq.html

 



How do I pre-order an item?

For pre-ordered products, a specific purchase button will be available under the name “Pre-order now”. Please note this is different than the regular order button “Buy now”. If the product is available for pre-order, an expected shipping date will be shown.

 


When will I be charged?

At the moment you pre-order, you need to complete the purchase by using the payment methods offered by BenQ.

 

Can I cancel my order if I change my mind?

Yes. You can cancel your order at any time before it is shipped.

Please note you will not be able to cancel the pre-order in your BenQ account. Please contact BenQ via https://www.benq.eu/en-eu/support/contact-us.html to complete the pre-order cancellation, and specify it is a Pre-Order cancellation in the title.

 


What if I want to cancel my order after it has been shipped?

If your order has already been shipped and you decide to cancel it, please return it unopened.

 

When will my order be delivered?

The expected delivery date is displayed in the product page in the BenQ Shop. The actual delivery may occur before the displayed date. You will receive a shipping confirmation when your order has been shipped.

 

Can you ensure the price listed at the time the pre-order is placed will remain the same?

The price of a pre-order is fixed.

 


What happens if the release date changes? Will I be notified?

In case of a change of BenQ shipping dates you will not be notified. We recommend to check our official Shop website for updates.

 


Can I have more than one item on pre-order at the same time?

Yes. You can pre-order multiple items. Please note for specific products it may exist a restriction on the pre-order quantity. This information will be available before the purchase.

 


Where can I go to view the items I have pre-ordered?

You can log in to your BenQ Account to see your order status. The shipping date will not be visible in your account. Always visit the product page of the product to see the projected shipping date.

 


Will I be reminded of my pre-order before it ships?

No; however after the product has been shipped you will receive an e-mail with the tracking link.

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