14-Day Request Period
Return or exchange requests must be submitted within 14 calendar days from the date the order is delivered.
Customer Care
Returns & Exchanges
We want you to feel completely confident with your BOUCHRACHY purchase. If your order is not suitable, eligible items may be returned or exchanged in accordance with the conditions below.
Original Condition
Items must be unused, unworn, undamaged, and returned with all original tags, packaging, dust bags, and accessories.
Return Approval
All returns must be approved by our customer care team before the item is shipped back to us.
01
Return Eligibility
To qualify for a return or exchange, the item must meet all of the following conditions:
- The request is submitted within 14 calendar days of delivery.
- The item has not been used, worn, altered, cleaned, or damaged.
- All original tags, labels, protective coverings, dust bags, boxes, and accessories are included.
- The product is returned in the same condition in which it was received.
- Valid proof of purchase or order confirmation is provided.
Items that show signs of use, stains, scratches, perfume,
makeup, moisture, modification, or improper handling may not
qualify for a refund or exchange.
02
How to Request a Return
Please do not send an item back before receiving confirmation from BOUCHRACHY. Follow the process below to request a return or exchange.
1
Contact Us
Email our customer care team with your order number and the reason for your return or exchange.
2
Receive Approval
Our team will review your request and provide return instructions if the item is eligible.
3
Send the Item
Securely package the item and ship it using a tracked and insured delivery service.
Important:
Unauthorised returns or parcels sent without prior approval may
be refused and returned to the sender.
03
Exchanges
Exchanges are subject to product availability. An eligible item may be exchanged for another colour or product of equal value.
- If the replacement item costs more, the customer must pay the price difference.
- If the replacement item costs less, the remaining balance may be refunded according to the approved payment method.
- Exchange shipping costs may apply unless the original item is defective or incorrect.
- If the requested replacement is unavailable, a refund may be offered instead.
04
Non-Returnable Items
Certain products cannot be returned or exchanged unless they are defective, damaged during delivery, or incorrectly supplied.
× Not Eligible
- Personalised or customised products
- Made-to-order or special-order items
- Gift cards or digital products
- Items marked as final sale
- Items damaged after delivery
- Items without original packaging or accessories
✓ May Be Eligible
- Unused items in original condition
- Incorrect items supplied by BOUCHRACHY
- Items damaged during delivery
- Items with confirmed manufacturing defects
- Approved exchanges subject to availability
05
Return Shipping Costs
Unless the item is confirmed to be defective, damaged during delivery, or incorrectly supplied, return shipping costs are the responsibility of the customer.
- Return parcels must be sent using a trackable delivery service.
- We recommend purchasing shipping insurance for valuable items.
- BOUCHRACHY is not responsible for returned parcels that are lost or damaged in transit.
- Original shipping fees are generally non-refundable.
- Customs duties, import taxes, and handling charges are not refundable by BOUCHRACHY.
06
Inspection & Refunds
All returned items will be inspected after arrival. We will notify you by email once the inspection has been completed.
- Approved refunds will be issued to the original payment method.
- Processing normally begins within 5–10 business days after the returned item passes inspection.
- Your bank or payment provider may require additional time to display the refund.
- Items that do not meet the return conditions may be declined and returned to the customer.
Refund processing times may vary depending on the payment method,
issuing bank, card provider, and destination country.
07
Damaged or Incorrect Orders
If your item arrives damaged, defective, or different from the product ordered, please contact us within 48 hours of delivery.
Please include:
- Your full name and order number
- A clear description of the issue
- Photographs of the product
- Photographs of the outer parcel and packaging
- Photographs of the shipping label
Please keep all original packaging until your claim has been
reviewed. Disposal of packaging before inspection may affect the
assessment of a delivery-damage claim.
08
Order Cancellations
Cancellation requests should be submitted as soon as possible. We cannot guarantee cancellation after an order has entered the preparation or shipping process.
- Orders that have already been dispatched cannot be cancelled.
- Dispatched orders must follow the standard return process.
- Personalised, customised, and made-to-order products may not be cancellable after production has started.
Request a Return or Exchange
Contact our customer care team with your order number and the reason for your request. Please wait for approval before returning any item.
Contact Customer Care