Bosideng Return & Exchange Policy
We aim to ensure your complete satisfaction with every purchase. If for any reason you are not fully satisfied, you may request a return or exchange under our voluntary 28-day goodwill returns policy within 28 calendar days of receiving your order. This policy is offered in addition to your legal rights.
Your statutory rights, including your right to cancel under the Consumer Contracts Regulations 2013, are not affected by this policy. The statutory cancellation timeframes are separate from our goodwill policy and are set out in our Terms & Conditions.
Checkout+ (Optional Returns & Delivery Protection)
Checkout+ is an optional add-on you can purchase at checkout for a small upfront fee. It provides:
- Free Return Shipping: if you need to return an item for an exchange, refund or store credit, your return shipping label is covered, with no additional label fee.
- Package Protection: if your package is lost, stolen or damaged in transit, you can submit a claim and, once approved, receive a same-item replacement at no extra cost.
Please note:
- Checkout+ is optional and must be added at the time of checkout. It cannot be added after an order has been placed.
- The Checkout+ fee is non-refundable and is not included in any refund or store credit amount.
- Checkout+ covers one return shipment per order.
- Checkout+ is an added convenience only. It does not replace or limit your statutory rights. Even if you do not purchase Checkout+, we remain responsible for your goods until they are delivered to you, and if your order does not arrive, or arrives damaged or faulty, you are entitled to a remedy under applicable consumer law at no cost to you.
RETURN PROCESS
Submit Your Return Request
Please notify us through our online return platform within 28 calendar days of receiving your order.
Prepare Your Return
Returned items must be:
- Unused, unworn and unwashed
- With original tags attached
- Returned in the original packaging
- Free from makeup, fragrance or signs of wear
A return form is included with your order. Please complete it and enclose it with your parcel so we can process your return.
Your statutory right to cancel within 14 days, and how returns are assessed, are set out in our Terms & Conditions.
Promotional Items
If your order included a gift or promotional item (e.g., Buy X Get 1 Free), the promotional item(s) must also be returned to receive a full refund; otherwise, the value of the promotional item may be deducted from your refund.
Send Your Return
Please return your item so that it reaches us within the same 28-day period (within 28 calendar days of receiving your order). Returns received after this period may not be accepted.
Return Shipping Costs
- If you purchased Checkout+ at checkout: your return shipping is covered. We will provide a prepaid return label at no additional cost.
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If you did not purchase Checkout+: you are responsible for the cost of return shipping. You may either return your item using a shipping method of your choice at your own expense, or use our Return Label & Collection Service:
- UK Orders: a fee of £4.95 (including VAT) per label applies and will be deducted from your refund once the return has been processed.
- International Orders: return shipping is charged at the actual carrier fees, which vary by destination and will be confirmed with you by email before the return is arranged.
- Faulty, damaged or incorrect items: we cover return shipping in all cases (see below), whether or not you purchased Checkout+.
We recommend using a tracked and insured delivery service, as we cannot guarantee receipt of returned items. We are not responsible for items lost in transit when customers arrange their own return shipment.
Return Address
Returns should be sent to:
Bosideng London
28 South Molton Street
Mayfair
London
W1K 5RF
United Kingdom
If you prefer, you may return your item directly to our store at the same address.
Faulty, Damaged or Incorrect Items
If your order meets any of the following conditions, we will cover the return shipping costs:
- You received the wrong item (e.g. incorrect style, size, or quantity)
- The item is defective or damaged
- The item materially differs from its product description
In such cases, we will arrange the return for you by providing a prepaid return label or, where available, arranging a collection service directly with our courier. We are unable to reimburse return shipping costs arranged independently by customers unless they have been authorised by our customer service team in advance. This does not affect your statutory rights.
Receive Your Refund
Once your return has been received and inspected, we will send you a confirmation email and issue your refund to your original payment method. Where you choose, and where available, we may issue store credit instead; however, refunds due under your statutory right to cancel will always be made to your original payment method.
Please allow:
- 1–2 business days for us to process your return after we receive and inspect it; then
- 5–7 business days for the funds to appear in your account, depending on your payment provider.
In any event, we will issue any refund due within 14 days of receiving your returned goods.
Please note:
- Original outbound shipping fees are non-refundable for returns made under our voluntary 28-day goodwill policy. (Where you exercise your statutory right to cancel within 14 days, standard outbound delivery is refundable as set out under “Your statutory rights” above.)
- The Checkout+ fee, if purchased, is non-refundable and is not included in any refund or store credit amount.
- Return shipping costs are the customer’s responsibility, unless you purchased Checkout+ or the item received is faulty, damaged or incorrect.
- Returns that do not meet our return conditions may be refused.
Duties and Taxes
Europe: All applicable import duties and local taxes are not collected at checkout and may be payable upon delivery in accordance with local customs regulations.
USA, Canada, UAE & other international destinations: All applicable import duties and local taxes are calculated and charged at checkout to help avoid unexpected charges on delivery. Duties, taxes and customs-related fees are non-refundable, including any carrier administration fees (such as DHL processing fees).
Original shipping charges, duties and taxes are non-refundable except where required by law.
EXCHANGE PROCESS
Submit Your Exchange Request
Please use our online return platform within 28 calendar days of receiving your order to request an exchange. Exchanges can only be made for the same style, in a different size or colour, subject to stock availability.
Prepare Your Item
Items must be:
- Unused, unworn and unwashed
- With original tags attached
- Returned in the original packaging
- Free from makeup, fragrance or signs of wear
A return form is included with your order. Please complete it and enclose it with your parcel so we can process your exchange.
Send Your Exchange Item
Your exchange item must be returned so that it reaches us within 28 calendar days of receiving your order. If you purchased Checkout+, your return shipping is covered; otherwise, customers are responsible for return shipping costs for exchanges. You may return your exchange item to the same return address, and using the same Return Label & Collection Service options (UK: £4.95 including VAT per label; International: actual carrier fees), as set out in the Return Process above.
Replacement Reservation
Once your exchange request is submitted, we will reserve your replacement item for up to 14 calendar days. Your returned item must also reach us within 28 calendar days of receiving your order. If either period is exceeded, the reservation may be released back into stock, and we cannot guarantee availability if the item has since sold out.
Receive Your Replacement
Once your returned item has been received and approved, your replacement item will be dispatched.
Exchange Availability
Exchanges are currently only available for UK orders. If an exchange shipment is refused and returned to us, additional shipping charges may apply.
If you have any questions or need further assistance, please don’t hesitate to contact our customer service team.
