FAQs

FAQs

How will my item be delivered?

Your beautiful Bouji purchase will be discreetly packaged in a plain box or bag. Items may be dispatched from different depots and therefore may arrive in separate packages.

My order hasn’t arrived

If you do not take delivery of your items from Royal Mail, they may ask you to collect from their depot where your items will be kept in line with Royal Mail timescales, before being returned to sender. Please let us know as soon as possible if you do not receive your order.

You must notify us if your order is not received within 10 days. We will investigate your claim and if we are satisfied that you not receiving your order is attributable to us, we will issue a full refund. 

Items returned to sender do not automatically trigger a refund and may be outside our returns policy timeframe if and when they are returned. If your order is returned to us by Royal Mail, you may not be entitled to a refund. If we decide that a refund is applicable or you request that your order be dispatched again you will be liable for all delivery costs that relate to the order. 

Please note that we do not accept responsibility for parcels not collected as instructed by Royal Mail or for parcels signed for by a third party. We may refuse to make future deliveries to addresses that are considered to be insecure. 

I have only received part of my order

Items may be dispatched from different depots and therefore may arrive in separate packages. They should arrive around the same time. However, if they don't arrive please contact customer service.

I need help with sizes

Click the size guide icon on the product page to view the guide or contact customer service.

My discount code didn’t work

Discount codes may not be used on sale items or in conjunction with other offers. If you think your code should have been valid please contact customer service with the code used.

Can I return my item?

Whilst we want you to love your new lingerie, swimwear or accessories, we get that buy before you try on-line shopping means you may occasionally need to return something, so our RETURNS ARE FREE!* If you’re not happy with your purchase, simply return using our free service. Please ensure that items are returned within 60 days of purchase, unworn, unwashed, with the original delivery note, tags and packaging undamaged and intact.

Will I be charged for my return?

No, eligible returns are free. However, delivery charges will not be refunded unless the goods are faulty or you have requested replacement items in which case you will not be charged again for delivery.

How do I return my item?

Simply follow the instructions on our returns page here.

When will I receive my refund?

If you have followed the returns process correctly and are eligible for a refund, we will endeavour to process your return within 14 days. This may take longer during busy periods such as Christmas or sales. Delivery charges will not be refunded unless the goods are faulty. However, if you have requested replacements then you will not be charged again for delivery.

How can I check my e-gift card balance?

The balance of an e-gift card can be checked online via the link in the e-gift card email (for registered customers) or via an email to customerservice@boujilingerie.com (for customers without an account). 

When will my e-gift card expire?

E-gift cards have no expiry date.

Can an e-gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

Can more than one e-gift card be used towards a purchase?

Yes. A customer can redeem another e-gift card during checkout.

Can a gift card be used to pay for delivery charges?

Yes, e-gift cards are applied to the final order total which includes delivery and VAT.

Can I apply a discount code to my e-gift card purchase?

Most discount codes cannot be applied to e-gift cards. The exception is a product specific discount code where the product is an e-gift card.

Can e-gift cards be used in conjunction with a discount code?

Yes, e-gift cards are a form of payment.

 

Can you ship my order abroad?

We do not currently ship outside the UK. However, if you have an order worth £100 or more and you want it shipped outside the UK, please contact us for a shipping price.

 

How can I contact you?

You can contact us 24 hours a day 365 days a year:

Via the live chat 

Via our website enquiry form

By emailing customer services

 

 

Where can I find out more about Bouji Lingerie®?

See more about us here, read our lingerie blog or follow us:

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