Made to Order, Customized and Bespoke Items
Sadly, we cannot accept the return of non-faulty goods that have been made under the Bonjour Khufu label because the bespoke product has been produced and customized specifically to order. As per current laws, an item cannot be returned if it was made according to your specification or was personalized for you. We may, at our discretion, look into other solutions. For items that do not fall within this category, a 30 day return policy will apply. Your statutory rights are not affected by our Returns Policy. To the extent that any provision in our Returns Policy conflicts with your statutory rights, your statutory rights will prevail and the offending provision in our Returns Policy will be deemed inapplicable.
Cancellations & Returns (refunds and exchanges)
Cancellations
If you need to cancel an order, please contact us immediately. It is only possible to cancel an unwanted order if you contact us before production has begun. Normally production begins within 24 hours from when our manufacturers receive the order. This means that we need to hear from you as soon as possible after placing the order, and you need to include the following information:
- Your full name
- Order number
If production has already started, then we regret that the order cannot be cancelled.
Missing Items/Wrong Items
If your order has arrived and is missing an item, or if you have received the wrong item with your order, please inform is about it as soon as possible. The missing items may have been sent separately or may still be in production so first check your tracking information. If this is not the case, then email us and include the following information:
- Order number
- Description of the problem with the order, e.g.:
- Wrong item received
- Missing item
- Damaged item
Damaged or Defects
Our items are checked before leaving the manufacturers and are of the highest quality but occasionally (and very rarely), things can get damaged during production or shipping. In this event we will make every effort to make it right. We accept requests for exchange of unworn, unwashed items which have been purchased from Bonjour Khufu that are defective or have been damaged during manufacturing or shipping. We must be contacted within 48 hours of you receiving your order. If more than 48 hours have elapsed since your ordered was delivered, then unfortunately we cannot offer to make it right for you. If there is a problem when you receive your order, please contact us immediately and we do our best to get it sorted.
Returns
We want you to be completely happy with your order and we are confident that you will. We encourage our customers to make sure that the correct size is ordered and therefore please double check your sizing on the provided size charts. To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for customer reference.
We cannot accept the return of non-faulty goods marked made to order or bespoke. We may, at our discretion, look into other solutions.
As a majority of our items are made to order and custom made, we are under no obligation to honour requests for returns, exchanges or refunds based on failure to order the wrong size or buyer’s remorse. Therefore, you will see a polite reminder on the items page that each item is made to order and to check that the correct size is ordered. If you have a genuine reason for returning the item, then please read the remainder of our returns policy.
If you are unhappy with an item that was not made to order, please let us know in the first instance by email within 48 hours from delivery and provide us with your reasons why you wish to return the item. Our Returns Policy, subject to our terms and conditions, gives you 30 days to return or exchange an item bought online with proof of purchase. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.
To be eligible for a refund or exchange if eligible, goods must be returned in a resalable condition. That means your item must be unused and in the same condition you received it. The item must be in the original packaging and returned with any accessories, labels and tags attached. To complete your refund, we require a receipt or proof of purchase. Please note that only standard size clothing can be refunded. Made to order and customized clothing are normally non-refundable unless damaged or faulty.
PLEASE DO NOT RETURN ANY ITEMS TO OUR REGISTERED OFFICE ADDRESS. THIS IS FOR ADMIN ONLY AND PARCELS WILL NOT BE ACCEPTED. SENDING PARCELS TO THIS ADDRESS WILL DELAY US DEALING WITH YOUR REQUEST. PARCELS MUST BE RETURNED TO OUR FULFILMENT CENTRES. CONTACT US AND WE WILL GIVE YOU FULL INSTRUCTIONS.
Non-Returnable Items
There are some items for which we cannot accept returns. The following items are excluded due to hygiene reasons:
- Bodysuits
- Lingerie & Underwear
- Swimwear
- Earrings
- Makeup
- Made to order items
- Personalized items
Shipping Returns
You are responsible for paying to return the item(s). Shipping charges are not refunded when you return an item. Your merchandise must be securely packed. We are not responsible for items that are damaged while in transit to our fulfilment centres. Please make sure you obtain a tracking number or delivery confirmation number for your shipment.
Refunds
Once your returned item has been received and inspected we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund. If your refund has for any reason been rejected then the items will be returned to you and additional postal charges will be incurred.
If your return has been approved then your refund can be processed and a credit will automatically be applied to your credit card or original method of payment within 14 calendar days. If you paid for standard delivery of the goods, the cost of standard delivery will also be refunded.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, which is damaged or missing parts for reasons not due to our error; and
- Any item that is returned more than 30 days after delivery.
- A custom sized item (non-returnable)
Late or missing refunds (if applicable)
If you have received an email from us confirming that you will receive a refund but you have not received it, firstly, please check your bank account again. Then contact your credit card company and bank as it may take some time before your refund is officially posted. If you have done all of this and you have still not received your refund yet, please contact us at customerservice@bonjourkhufu.com.
Sale/Outlet Items
We do not offer refunds for sale items or outlet items, unless they are defective or damaged.
Exchange
We only replace made to order or customised/personalised items if they are defective or damaged. If you need to exchange an item for the same item, please send us an email at customerservice@bonjourkhufu.com with a photograph of the damaged item. We will then correspond with the manufacturer to discuss having the item remade. We will also instruct you as to where to return the damaged/defective item. In this instance we arrange for the item to be made at no cost to the customer.
The time required to receive a replacement item will vary depending on the production time for the new item and shipping time.
Shipping
To return your product, please mail your product to the address on the returns form. This is very important as sometimes our manufacturers handle returns on our behalf. If you are unsure, please contact us and we will confirm to you where the returns should be sent.
You will be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Shipping costs are non-refundable. If you are shipping an item over US equivalent of $50, you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.
Right to Cancel
In addition to our Returns Policy, if you are a customer in the European Union you have the right to cancel your contract with us and receive a full refund within 14 days from the day after the date you received your order, if you are an online, mail or telephone order customer provided the items are not made to order, customized or personalized. If the goods are delivered in several instalments, then it will be 14 days from receipt of the last instalment. To exercise your right to cancel the contract you must request a refund in writing within 14 days of receipt of the items. The refund will include any standard delivery charges paid. You will be responsible for the cost of returning a cancelled order to us.
We will refund to you the price paid for the items and (unless you did not pay for delivery) the delivery charges that you paid up to a maximum amount of the cost of our standard delivery option. You will be refunded to your original method of payment within 14 calendar days following our receipt of the cancelled items.
Contacting our Customer Service Department
When contacting our customer service department please be courteous to our staff. Any abusive or offensive emails received will not be responded to and deleted. We reserve the right to block any emails that we consider to fall within this category.