Thank you for shopping with us. As a designer-led brand offering limited-edition, made to order clothing for men, women and pets, we aim to provide clarity and fairness in our returns policy. Please read the following carefully:
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 ask that you email us as soon as possible, quoting your details, order number, why you are return and provide images of the defect/damaged item.
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 accept returns within, 14 days of delivery. To be eligible for a return, items must be:
- Unworn, unused, unwashed, and in their original condition.
- Returned in original packaging with any tags or labels still attached.
This applies to all clothing, including pet items.
Pet Clothing Specifies:
For hygiene reasons, pet clothing and accessories must be free of fur, odour, and any signs of wear or use to qualify for return or replacement. We recommend trying items on pets indoors and in a clean environment.
To initiate a return, please contact us at customerservice@bonjourkhufu.com with your order number and reason for return. We will provide reinstructions.
Please note: Return shipping costs are the responsibility of the customer unless the item is 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
- 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.
Exchanges & Replacements
All items are made to order and limited to 50 units per item of each design.
- If you need a different size or replacement and the item is still within the edition limit, we will remake the correct size.
- If the edition limit has been reached, we may not be able to offer a replacement. In that case, a refund or store credit will be offered.
Refunds
Once your returned item has been received and inspected we will notify you of the approval or rejection of your refund.
- Approved refunds will be issued to your original payment method within 14 calendar days.
- Original shipping fees are non-refundable.
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 14 days after delivery.
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.
Sample Sale Items
We do not offer refunds for sale items or outlet items, unless they are defective or damaged.
Important Notes
- Due to the made-to-order nature of our products, we do not offer traditional exchanges. Instead, a replacement is produced if eligible.
- If an item is faulty or incorrect, please contact us immediately so we can resolve the issue.
- If you'd like to exchange your item for a completely different product, this may be considered on a case-by-case basis. Please note that a new item will need to be produced, and standard production lead times will apply. The time required to receive a replacement item will vary depending on the production time for the new item and shipping time.
- Pet clothing must be returned in a clean, unused condition and free from fur, odour, or signs of wear to qualify for any return or exchange
Shipping
To return your product, please mail your product to the address on the returns form. 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.
Questions? Email us at customerservice@bonjourkhufu.com