Buyer's Guidelines

FAQs

How do I ask the Seller a Question?
If you have a question about an item on the site, please Ask The Seller directly by signing in to Your Account, and clicking the "Ask Seller a Question" link on the specific Product Detail page. You can keep track of your conversation with the Seller in the Your Messages section of Your Account.

Where is my Order?
There are tracking features in Your Account. Please sign in to your account using the username and password you provided at registration. If you have lost your account details, simply click the "Forgot Password" link on the Sign In page, submit your email address and we will resend your details to you.

Each order lists the expected dispatch and delivery date for each item. The Order will tell you if the item has been dispatched or if it is Pending (not yet dispatched). The Seller may also have provided a tracking number and website address for you to track your parcel - if this information is available it will be found adjacent to each item within your order in Your Account.

Obviously, neither Bouf Sellers nor Bouf.com have any control over the postal system. If you think the item is late, contact your Seller to ask them when they dispatched it (if you e-mail us to ask where your order is, we'll ask you to attempt to e-mail your seller in the first instance). Most issues can be resolved quickly by you communicating directly with your Seller.

If the Seller doesn't reply to your e-mails
Our Sellers are expected to maintain a high standard of customer service and should reply to your e-mail promptly. Please let us know if you have problems with your Seller. Wait three working days after your first attempt to make contact, then e-mail us to let us know. To help you resolve the problem quickly, we need you to include your order number and details of when and how many times you've attempted to contact your seller.

How do I get a refund?
Please spend 5 minutes reading our full Returns, Refunds and Cancellations Policy here.

Why won't my Seller dispatch to my address?
Each Seller is bound by our shared Shipping and Returns rules. However, they may specify which countries they would like to ship their items to, and each Seller determines the cost of delivery for their items. The product detail page features a Shipping Table which outlines the countries that the item can be shipped to and how much it will cost. Many Sellers offer a "Free Shipping" reward to customers that purchase over a certain amount from them. Again, this information is covered in the Shipping Table on the Product Detail page.

If there are no official delivery restrictions, it's likely your seller has chosen not to deliver this item to the country which you have specified for delivery. All sellers have the right to do this, for example if they do not wish to send large or bulky items via Airmail. If that's the case you can try another seller.

How do I cancel my Order?
Some Marketplace sellers begin processing orders almost as soon as they are placed, so it's not possible to cancel or change a Marketplace order via our website.

However, sellers can process refunds and may be able to make changes if they haven't yet dispatched your order, so please contact your seller if you want to change or cancel your order.

Remember that Bouf.com cannot cancel or change a Marketplace order on your behalf and we can't refund you for Marketplace purchases. If you e-mail us for these reasons, we'll ask you to contact your seller, by which time they may have already dispatched the item to you.

How do I submit feedback?
We appreciate your help ensuring that our Sellers are only top-notch. The feedback feature in Your Account helps us to do this. After each purchase, please sign in to Your Account and take 30 seconds to rate your transaction with the Seller. You can leave a positive, neutral or negative score as well as your comments. We take this information seriously by rewarding good Sellers and barring recurring bad Sellers.



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