Returns, Refunds and Cancellations Policy

Delivery information

Products sold at Bouf.com may either come from our warehouse in central London, or from any of our approved Sellers based in the UK, Europe, USA, Australia and elsewhere in the world. Please refer to the information page for the product that you are interested in to find out:

• The item's location
• The dispatch time for the item
• The delivery time for the item
• The price of delivery to your country

If you cannot see your country in the Shipping table of the product information page, this is because the Seller has decided not to ship to your country. In this instance, please contact us and we may be able to organise shipping to your country.

Checking your order status
If you have placed an order at Bouf.com and would like to check the status of your order, you can do so by signing in to Your Account. Select the order that you are enquiring about, and you will see the dispatch status for each item in your order as follows:

• Pending: this means that the order has not yet been dispatched. If the order has surpassed its estimated dispatch date, please contact us so that we can advise you of the delivery date.
• Dispatched: this will be followed by the date of dispatch and there may be a tracking URL and number for your to track your delivery.
• Cancelled: this means that we have received a request to cancel the particular item from your order.

Ordering Items from Multiple Sellers.
As Bouf.com offers products not just supplied directly, but from approved 3rd party suppliers too, there are a few points to understand when ordering:

1. Each Seller has their own Shipping Policy and Shipping Costs, as specified on the information page for the product you are interested in.

2. Seller's are based in a variety of locations both within the United Kingdom, and internationally.

3. If you are ordering a product from another country, you may be responsible to pay Customs Import Duty in order to receive your item. This is your responsibility and not that of the Supplier or of Bouf Ltd.

4. If you purchase multiple items, from multiple Sellers, you will be responsible for the combined costs of Shipping from each Seller. Your products may also arrive separately.

5. You should ensure that you will be available at your specified delivery address at the time and date of the estimated shipping arrival. This could be a home address, or for more convenience, a work address for example. If you are not available to receive the item, you could be liable for a returned item fee, as well as the additional cost to redeliver your item.

6. If you have special delivery requirements, or would like to add a note for the Courier (eg "Bell doesn't work"), you can do this during the checkout process. Once the order has been placed, there is no opportunity to add further notes and you should contact us for further support.

For further assistance, please contact Customer Services:
Phone: +44 (0) 870 803 4883
Email: support@bouf.com

If you're thinking of returning an item, please read our Returns Policy and contact us so that we may provide you with the correct returns address for your item.

You sent me a damaged or defective item
Damaged items: if you take delivery of a Bouf.com package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange. Please contact us to arrange a personalised return label for your item.

Defective items: you have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item as this will be needed should there be a fault. In the unlikely event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. If you choose to return the item to us, please contact us for more information.

Note: in the event of Bouf Limited sending you a replacement for a damaged or defective item, you must return the original item to Bouf Limited within 30 days. Bouf Limited reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 30 days of the date on which Bouf confirms we will issue a replacement.

I haven't received everything I ordered
Items you order from Bouf.com may sometimes be sent in more than one delivery. For example, you may receive multiple deliveries if your order contains an oversized item that needs to be dispatched separately. Or if you have ordered multiple items from multiple Sellers (3rd Party Suppliers that Sell their items on Bouf.com), then each Seller will dispatch their goods individually.

Regardless of the number of deliveries you receive, you'll only be charged the amount that was originally quoted to you at the time you placed your order.

To find out if the missing items are on the way, check Your Account as follows.
1. Sign in and Click Your Account at the top of any page.
2. View Your Purchases, to view a table of all your orders.
3. Click the order you are enquiring about.
4. The Order Details show each item's Dispatch Status information.
5. If an item is "Pending" then it has not yet been marked as "Dispatched" by the Seller
6. If an item is "Dispatched" or "Complete" then it has been Dispatched by the Seller.
7. The Seller may have also supplied tracking information, enabling you to track your delivery.

If you need further help, please e-mail us.

I haven't received anything. Where's my order?
Check the order page in Your Account to find out more information. You will need to login in using the username and password you provided at registration or during Checkout. If you have forgotten your password, simply click "Sign In" and follow the "Forgotten password" link. Alternatively, you may contact us for more information regarding your order.

I ordered the wrong thing and want to return it
No problem. Please read our comprehensive Returns Policy to find out what to do.

You sent me the wrong stuff
As soon as you find out we've sent you an incorrect item, you must contact us so that we can send you a returns label.

Note: in the event of Bouf.com sending you a replacement for a damaged or defective item, you must return the original item to Bouf.com within 30 days. Bouf.com reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 30 days of the date on which Bouf.com confirms we will issue a replacement.

And if you've grown quite attached to the item and want to keep it, just e-mail us and we'll charge the cost of the item to the card you used to place the original order.



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