Boutique Store Boutique Store Boutique Store
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FAQ

    Delivery

    Where is my order?

    1. Track your order

    All orders are sent with tracking numbers.

    Click the 'Track Order' button to follow your parcel.

     

    2. Check the estimated delivery date

    You’ll find this date in your Order Confirmation email.

    Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking.

     

    3. I'm still waiting for my order

    Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times) - our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.

    If your order doesn’t arrive, please let us know within 30 days of the date by which your order should have been delivered and we’ll do our best to help you.

    How does the Boutique Store delivery service work in the UK?

    We use a large network of couriers to make sure our customers are receiving their orders when they expect them!

    Delivery options

    Click below to find out more about the delivery services we offer:

    • Standard Delivery (2-5 Working Days)

    Good to know

    We allocate the delivery partner based on the delivery method selected and the value of your order.

    All UK delivery options are fully tracked and we'll email you a link to your tracking information once your parcel has been shipped from our warehouse.

    What happens if I am not in when my parcel arrives?

    Someone needs to be in when your parcel is due to be delivered as we may need a signature. If this isn't possible, our delivery partner will usually try to deliver more than once.

    Alternatively they'll leave a calling card (or send you an email notification if your order is being delivered by Hermes) confirming that they've either left it with a neighbour, left it in a safe place, when they will try to re-deliver or give you details on how to collect it.

    Can I have my order delivered to my work address?

    We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

    Can I have my parcel redirected to a different address?

    For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

    Can I track the delivery of my order?

    You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

    Returns & Refunds

    What is your Returns Policy?

    Want to find out more about our returns policy? Read below for more information.  

    Returning an unwanted item?

    We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.

    If you return an item requesting a refund within 14 days of the item being ordered, we'll give you a full refund by way of the original payment method.

    We aim to refund you within 14 days of having received the returned item.

    If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

    After that?

    We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

    Original Condition

    Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

    • Face + Body products if opened, used or protective seal is not intact
    • Underwear if the hygiene seal is not intact or any labels have been broken
    • Swimwear if the hygiene seal is not intact or any labels have been broken
    • Pierced jewellery if the seal has been tampered with or is broken

    None of this affects your statutory rights.

    Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).

     
    Responsibility

    Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

    As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

    We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

    Fair use

    If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way more than a normal csutomer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

    If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

    Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

     

    Want to exchange an item?

    All returned items will be refunded once they've been received by our warehouse. Need a different size or colour of an item? Simply place a new order! 

    Returning a faulty or incorrect item?

    If you've received an item which isn't quite right please send us a photo to info@boutiquestore.co.uk and we will investigate, with offering a full refund or sending you a returns label, so you can be sent the correct item/s.

    How can I get a new returns slip?

    Create a Return

    1. Go to the Returns Portal and click Create Return next to the order you’re looking to send back to us.

    2. You’ll need to select the items you’re returning and the reason you’re returning them to us.

    3. Enter your order number and email for us to match the order to the returns label. 

    Please remember that all the items you select to return to us must be from the same order and posted back in one parcel. 

    All returns are processed with Collect+ (cost of return if using this service is £5.28) - if we are are fault, we will cover this cost.

    How can I track my return?

    If you’ve already sent your return back to us, you can track its progress using your tracking number. 

    Here is the Collect+ returns tracking page Track My Return

    Have you received my returned items?

    How long does a return take?

    If you're returning from the UK, it can usually take up to 5 days (excluding weekends and bank holidays) from the day after the date of your return for your parcel to be delivered back to our warehouse and processed. All returns are subject to our original condition and fair use policies.

    How long does a refund take?

    Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 10 working days depending on your payment provider. 

    If your returns haven't reached us after the returns timeframe, please get in touch with your proof of postage so we can help you further.

    Can I return an item for an exchange instead of a refund?

    We’re do not offer exchanges. All returned items will be refunded once they've been inspected by our warehouse team. If you need a different size or colour of an item, then you'll need to place a new order. 

    • Returns are quick with Collect+ and trackable.
    • You have 14 days from the date you placed your order to return it for a refund.
    • It can take up to 10 days for your order to reach the warehouse and be processed.
    • Refunds can take up to 10 working days to show on your account.

    What should I do if my refund is incorrect?

    We're really sorry if we've made a mistake with your refund!

    If this is the case please get in touch with our Customer Care team and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

    Use our Contact Us form or alternatively, send an email to info@boutiquestore.co.uk

    Do you refund delivery charges if I return something?

    You will receive a refund on your whole order, excluding delivery costs (the price at the time of purchase). You will be refunded delivery only if we are at fault. 

    What happens to my refund if my card is no longer in use?

    Your refund will still go back onto the card details used on your order as long as the card account is still open.

    When a card is lost, stolen or cancelled, we can still refund that card. We cannot refund your order to a different card.

    Order Issues

    I've received a faulty item, what should I do?

    We’re really sorry if you’ve received a faulty item.

    Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ as your reason for return. If you’re not able to create a return, please get in touch with Customer Care.

    Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.

    Please note - we’re not able to send replacements for faulty items.

    I've received an incorrect item in my order, what do I do?

    We want to sort out any issues with incorrect items straight away. 

    If one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect.

    To create your return, simply use our Returns Portal, click Create Return next to the order you’re looking to send back to us and follow the instructions provided. Don’t forget to select Incorrect item received as your reason for return.

    Do keep hold of your proof of postage in case we need to look at it later on. 

    If you choose to return through another method, it's your responsibility to pay for your return. If you still want the order and they're still in stock, please order them through our website as normal. 

    I'm missing an item from my order, what do I do?

    We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

    • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
    • You can also check if your order has been split into more than one parcel.
    • The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

    If you have an item missing from your order, please let us know within 14 days of of your order being ordered and we’ll do our best to help you.

    Can I cancel or amend my order after I've placed it?

    Please get in touch asap for us to cancel or amend your order. All orders are processed to fulfilment from 2pm Monday - Friday.

    How long does it take to return an item?

    This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.
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