Client care
Frequently Asked Questions
Product & sizing
How our pieces are cut, what they are made from, and how to keep them at their best.
How do I find my size?
Every product page lists the measurements for each size, and the Global Size Guide converts EU, UK, US and IT sizing with notes on how to measure. The charts are body measurements — match your own to a size, and each garment's own ease is built in according to its cut.
What if I am between two sizes?
Size up for tailoring and outerwear you will layer, and size down for knitwear and jersey you want close to the body. If you would like a second opinion on a specific piece, Client Care is glad to advise before you order.
Do your pieces run true to size?
Most pieces are cut true to size. Where a style runs relaxed or fitted we say so directly in the fit note on the product page, so there are no surprises when it arrives.
What are your pieces made from?
We work in natural and considered fabrics — wool, cotton, linen, silk and cashmere among them. The full composition for each piece is listed under Preferred Materials on its product page.
How should I care for my pieces?
Care instructions specific to each fabric are printed on the garment label. As a general rule, cooler washes, gentle detergents and flat drying keep a piece looking considered for far longer — natural fibres can shrink a little on a first wash if they are handled with heat.
Will a sold-out piece be restocked?
Core pieces are usually replenished. Seasonal pieces are made in limited runs and rarely return. If there is a particular piece and size you are waiting for, ask Client Care and we will tell you what we know.
Orders
Placing an order, changing it, and following it to your door.
How do I place an order?
Choose your size on the product page, add the piece to your bag, then go to checkout. You can check out as a guest or sign in — an account is not required. The delivery options and the full total, including any delivery charge, are shown before you pay.
Can I change or cancel my order?
Orders move into preparation quickly, so changes cannot be guaranteed once an order is placed. Contact Client Care as soon as possible with your order number and we will amend or cancel it if it has not yet been dispatched. If it has already shipped, our returns process applies.
How do I track my order?
A tracking link is emailed to you the moment your order is dispatched. Every order is also listed in your order history, where the same tracking details are available at any time.
I have not received my order confirmation
Confirmation is emailed as soon as an order is placed. If it has not arrived, check the spam or promotions folder of the address you used, then contact Client Care with that email address and the order number if you have it — we will confirm the order reached us and send it again.
Shipping & delivery
Where we ship, what it costs, and when your order leaves us.
Which countries do you ship to?
We ship to all 27 member states of the European Union. We do not currently deliver outside the EU.
How much does delivery cost?
Standard delivery across the European Union is €5.99 and Express delivery is €9.99. The exact cost for your address is always shown at checkout before you pay.
When will my order be dispatched?
Orders are prepared and dispatched the next business day. Orders placed at the weekend or on a public holiday are dispatched from the next business day. You will receive an email with a tracking link as soon as your parcel leaves us.
Will I pay customs charges or import duties?
No. Every order ships and delivers within the European Union, so no customs charges or import duties apply on arrival. The price you pay at checkout is the full amount.
Returns & refunds
Changing your mind, sending a piece back, and how refunds are made.
How long do I have to return an item?
Thirty days from the day your order is delivered. That is a voluntary BONQUERÉ window and sits above the statutory fourteen-day right of withdrawal that European consumers also have. Once you have told us you are returning, please send the parcel within fourteen days.
How do I start a return?
Email customer.care@bonquere.com or use the Client Care form, quoting your order number, the email address used for the order and the pieces concerned. There is no separate returns portal — every return begins with that message. You do not need to give a reason.
Are returns free?
Not for a change of mind. If you have changed your mind, ordered the wrong size or no longer want a piece, you arrange the return and pay the postage. If a piece arrived damaged, faulty or incorrect, we bear the reasonable return-shipping cost — contact us first and we will tell you how to proceed.
Can I exchange for a different size?
Not directly. We do not operate an exchange service and we cannot reserve stock while a return is in transit. Order the replacement size straight away to secure it, then return the original — it is refunded in the normal way once it reaches us.
When will I receive my refund?
We issue the refund without undue delay and no later than fourteen days after you tell us you are returning. We may wait until the goods reach us or until you provide proof of postage, whichever comes first. After we issue it, how quickly the money appears depends on your bank or payment provider.
Payments
How you pay, how your details are protected, and the currency you are charged in.
What payment methods do you accept?
The payment methods available for your order are shown at checkout before you pay. Which ones appear can depend on your location and your order, so checkout is always the authoritative list.
Is my payment secure?
Payment is taken in Shopify's hosted, PCI-compliant checkout, and the connection is encrypted throughout. BONQUERÉ never sees or stores your full card details.
Which currency am I charged in?
Prices on this store are shown and charged in euro. The exact amount and currency are confirmed at checkout before you pay.
Account & Client Care
Signing in, keeping your details current, and reaching a person.
Do I need an account to order?
No. You can check out as a guest. An account keeps your order history and tracking in one place, which is useful if you order more than once, but it is never required in order to buy.
How do I sign in?
Choose Account and enter your email address. We send a one-time code to that address and you enter it to sign in — there is no password to create, remember or reset.
How do I update my details?
Sign in to your account to review your details and delivery addresses. If something cannot be changed there, contact Client Care and we will update it for you.
How do I contact Client Care?
Our team can help with any question about your order or delivery. Get in touch through Client Care, and include your order number where you have one — it lets us answer you first time.