We try our absolute best to dispatch all orders within 3 working days [Monday - Friday] unless the product listing states otherwise, however during peak times this can vary. We will update the banner at the top of this website if we are a little busier than normal with the updated dispatch times.
All mainland UK standard orders are sent by tracked 2-4 days Hermes courier delivery and express Hermes delivery for express orders.
Your tracking number and link will be sent on your dispatch note once the product is dispatched.
All international orders are shipped using Royal Mail tracked international services.
We currently ship completely plastic free from this site to France, Belgium, Germany, Portugal, Ireland, Mainland Spain, Sweden, The Netherlands, Luxembourg, Italy and Austria. If you are from outside these countries, please submit a contact form for a shipping quote!
At Bouclé we are not responsible for replacing or refunding a purchased item in which the incorrect address was given resulting in a missing parcel. Having said this we will do our best, in this situation, to help you in redirecting your parcel. It can also be recalled back to us if not yet delivered but we will ask the customer to reimburse any additional delivery costs. Bouclé are not responsible for free of charge replacements if an incorrect address given results in a missing parcel.
If your order has not arrived within 1 week of dispatch
If your order is delayed in getting to you please check the tracking link which is attached at the bottom of your dispatch sheet. If it appears to be lost or is not progressing in it's tracking please contact us at firstname.lastname@example.org within 3 weeks of us dispatching your order.
We can then file a claim with the delivery company and organise a replacement to be sent out as quickly as possible.
If you have purchased one of our subscription packages which are sent out on the 1st of every month, it is your responsibility to notify us of any change of address two weeks prior to this date. If you fail to notify us, we are not responsible for you, or the recipient, not receiving the purchased product.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the e-receipt which you will be emailed after placing your order. The cost of the return lies on you unless there is some confirmed issue with the product. We also suggest you use a tracked method of return because we are unable to provide a refund for items lost in transit as they return to us.
To start a return, you can contact us at email@example.com. Once your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return are unable to be accepted.
You can always contact us for any return information at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon receiving it and contact us within 3 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and resolve it.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and personal care goods (such as beauty products) unless they are faulty. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items unless they are faulty.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know the outcome. If approved, you’ll be automatically refunded on your original payment method. It can take between 10 and 15 days for your bank to process the refund.