Frequently Asked Questions

Account availability depends on the checkout settings of the website. Creating an account is recommended because it allows you to view order history, manage addresses, and check order information more easily.

Available payment methods will be displayed at checkout. Depending on your country, these may include major credit or debit cards, PayPal, or other supported online payment methods.

After successful checkout, an order confirmation will be displayed on the website and sent to the email address you provided. Please check your spam or junk folder if you do not receive the email.

Please contact customer care as soon as possible. We cannot guarantee changes or cancellations once an order has entered preparation or has already been dispatched.

Payment may be declined because of incorrect card information, insufficient funds, bank security controls, an expired card, or restrictions on international transactions.

Please verify your details or contact your bank or payment provider before trying again.

Orders are normally prepared within 1–3 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next business day.

Yes. BOUCHRACHY offers international delivery to selected destinations. Available shipping options and charges will be shown at checkout after you enter your delivery address.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number. Tracking information may take up to 24 hours to update.

Unless otherwise stated at checkout, international customers are responsible for import duties, taxes, customs fees, and local handling charges imposed by the destination country.

Check the tracking information first. Delays may occur because of customs clearance, weather, public holidays, courier operations, or an incomplete delivery address.

Contact customer care if the tracking has not updated for an extended period.

Contact us immediately. Address changes cannot be guaranteed after an order has been dispatched. Additional redirection or reshipping charges may apply.

Eligible return or exchange requests must be submitted within 14 calendar days from the date the order is delivered.

The item must be unused, unworn, undamaged, and returned with all original tags, protective coverings, packaging, dust bags, and accessories.

No. All returns and exchanges must be approved by our customer care team before the item is shipped back. Unauthorised returns may be refused.

The customer is normally responsible for return shipping costs unless the product is confirmed to be defective, damaged during delivery, or incorrectly supplied.

Approved refunds normally begin processing within 5–10 business days after the returned item has been received and passed inspection.

Your bank or payment provider may require additional time to display the refund.

Contact us within 48 hours of delivery. Include your order number and clear photographs of:

• The product
• The outer parcel
• The internal packaging
• The shipping label

We aim to display colours as accurately as possible. However, slight differences may occur because of lighting, photography, screen settings, device type, and natural variations in the material.

Empty the bag, lightly support its shape with clean tissue or soft fabric, place it inside the original dust bag, and store it upright in a cool, dry, ventilated area.

For light surface care, use a soft, clean, dry, lint-free cloth. Avoid alcohol, bleach, acetone, strong detergents, wet wipes, abrasive sponges, and household cleaning products.

Blot the moisture gently with a soft absorbent cloth and allow the handbag to dry naturally at room temperature. Do not use a hairdryer, heater, radiator, or direct sunlight.

Avoid prolonged contact between light-coloured handbags and dark denim, strongly dyed clothing, printed fabrics, or other colour-treated surfaces.

Fine creases, slight texture differences, natural markings, and gradual changes in patina may be normal characteristics of handcrafted or natural materials and are not necessarily manufacturing defects.