Returns & exchanges

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.

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.

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.

We do not currently issue prepaid return labels, so there is nothing to download. You choose your own carrier and service. Please use a tracked option and keep your proof of postage until the refund is complete — it is what protects you if a parcel goes astray.

Not directly. We do not operate an exchange service and we cannot reserve stock while a return is in transit. Order the replacement straight away to secure it, then return the original — it will be refunded in the normal way once it reaches us.

Pieces made to your specifications or clearly personalised, sealed pieces that are unsuitable for return on hygiene grounds once the seal has been broken, and gift cards. An exclusion applies only where the law permits it and where the restriction was made clear before purchase. Ordinary clothing is never excluded simply because it has been tried on.

Yes, please — tags and labels should still be attached, and the piece should come back in its original packaging with any accessories. Trying a piece on for fit is expected and does not affect this. Missing packaging does not automatically remove your statutory right of withdrawal, but we may reduce the refund to reflect any demonstrable loss in value.

Yes. Sale, promotional and discounted pieces carry exactly the same withdrawal and conformity rights as full-price pieces. The one exception is a piece discounted because of a specific fault that was clearly described and accepted at the time of purchase — you cannot then claim on that particular disclosed fault, though all your other rights remain.

We will confirm the current return address when you contact us — returns are handled from our warehouse in the Czech Republic, not from our registered office. Please wait for that confirmation before sending anything, so your parcel reaches the right place.

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.

Yes, up to the cost of our least expensive standard delivery option. If you chose Express delivery, we refund the standard amount rather than the express one — the upgrade itself is not refundable. Return postage you paid for a change of mind is not refunded.

Use the tracking reference from the carrier you chose — until the parcel reaches us, that is the authoritative record, which is why we ask you to send tracked. You are welcome to contact Client Care with your order number at any point and we will confirm where your return stands.

Contact Client Care promptly with your order number, a description of the problem and photographs where they would help. Please do not return it at your own expense first. Depending on the circumstances we will repair, replace, reduce the price or refund you, and we bear the reasonable return-shipping cost. Every piece carries a minimum two-year legal guarantee of conformity.

Yes. The piece is returnable on the same terms as any other, but the refund is issued to a gift card or equivalent store credit rather than to cash. Where an order was paid partly by gift card and partly by another method, the refund is allocated across them as the original payment was.

Contact Client Care as soon as you can with your order number. Orders move into preparation quickly, so cancellation cannot be guaranteed once fulfilment has begun. If it has already been dispatched, your usual return rights apply once it arrives.

Not on its own. Refusing or not collecting a parcel is not in itself a valid notice that you are withdrawing from the purchase, so please also email us clearly to say so. Where the law permits, reasonable direct costs caused by an unjustified refusal may be deducted — though never where the delivery failed through our error or the carrier's.

You are responsible for completing the customs documentation accurately and, where appropriate, marking the parcel as returned goods. We cannot cover import duties or taxes caused by incomplete or inaccurate return paperwork, unless the return results from our error. Any mandatory rights in your own country of residence still apply.

Our Client Care team, at customer.care@bonquere.com or through the contact form. They handle every return, exchange and refund question, and they would always rather hear from you early than late.