Delivery

We only deliver to the UK. Sorry, but due to the onerous admin of taxes we’re unable to sell to other countries such as the EU, USA or Australia.

Delivery Times

Delivery times and methods vary according to the product ordered. Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but is usually 6–8 business days.

We work with an on-demand order fulfilment company with facilities in Europe. Our products are shipped directly from the manufacturer and so may take longer due to circumstances beyond our control. If we are informed of a delay we will endeavour to inform you by email.

Any delivery dates given are an estimation and are given a guide only.

Covid

Fulfilment times may be longer than usual and may continue to increase until things get back to normal. We’re seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.

What is this “Shipping VAT”?

On the Basket and Checkout screens you will see an additional fee under shipping called “Shipping VAT”. This is an adjustment which we unfortunately have to make to rectify a bug in our supplier’s automated shipping rates calculation whereby it fails to add the VAT charged to us.

Import duty and VAT

As our products are manufactured in Europe, there may be instances where import VAT, duty and handling fees may be charged at the border. According to HMRC regulations this should be mitigated for orders with a value of less than £135 (see below) but there may be circumstances which are beyond our control which requires these additional fees before your goods can be delivered. As HMRC recognises you as the “importer” of the goods, such taxes, duty and fees are your responsibility.

£135 Order Total Limit

Unfortunately Brexit has changed the way that VAT is charged for imported goods. Currently we are not required by HMRC to charge VAT on our products. However, as our supplier is based in the EU, all goods imported into the UK with a value over £135 now have to have VAT added at the border. This means that you, as the “importer”, would be required to pay the VAT and a handling charge before your purchases could be delivered. Because we don’t think it is right that you should have to pay an unexpected extra charge like this, we have taken the decision to limit orders to be below £135. Our system will not allow you to place an order if the value is above this amount. You may, of course, place multiple orders of up to £135. We apologise for this inconvenience.

Returns

In accordance with UK regulations, you may cancel your order within 14 days from the day following delivery, subject to the following conditions and returns process.

  • Unwanted products – Unwanted products can be returned to us within 14 days of receipt, provided that they are unopened, undamaged and in a resaleable condition. Please note that samples and Gifts With Purchase are considered to be a part of the “parent” product and these must also be returned (see below). Once we receive the products and are satisfied of their condition, we will refund the full amount. If the condition of the returned products are not to our satisfaction then we reserve the right to reduce the amount of the refund to reflect their resale value to us.
  • Faulty or damaged products – If your product is faulty, damaged, or in any way not as described in your original order, please contact us within 7 days with an explanation as to why they are being returned. We will then advise you on the next steps.
  • Postage – Postage for returns of unwanted products is at the expense of the customer and must be returned via Royal Mail First Class Recorded or Special Delivery. Please contact us for the address to return items to. Postage for faulty products will be refunded.
  • Additional Products – Samples or Gifts With Purchase must also be returned. These are considered to be part of the “parent” item and therefore, if they are not returned with the item with which they are associated, the full cost will be deducted from any refund.
  • Bespoke items – Except for faulty or damaged products, these cancellation terms do not apply to goods that are made to your specification or that have been customised in any way. Items which fall into this category will be marked as “bespoke” in the product description.
  • This does not affect your statutory rights as a consumer.

Please contact us within the above timeframes at enquiries@bona-boutique.shop with details of the reason for your wish to return. If the item is damaged or faulty, please supply a description of the problem with photographic evidence.

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