SHIPPING AND RETURNS
Product Exchange Request
Product Return Request
In order to ship your orders to you as safely as we can, we made a partnership with DHL. Their couriers will bring the items you order to your delivery address between 08:00 AM and 06:00 PM. Please ensure that there is someone available at the address to receive the shipment during these hours. When receiving the shipment, please inspect the package to make sure there is no visible damage to it. If you notice that the transport packaging is significantly damaged and suspect that the product may be damaged as well, please refuse to accept the shipment and immediately notify our team.
If there is no visible damage on the package, please receive the order and sign the confirmation receipt form provided by the courier.
By confirming and clicking on the ‘PLACE ORDER’ button, you agree with the delivery terms and conditions stated.
After confirmation, the order enters the processing status. After processing your order, you will be notified about its status by e-mail.
For all orders placed on Fridays and weekends, the seller will contact you at the beginning of the following week. All costs of delivery will be clearly stated, separately from the item price, with the overall price stated as well.
After your order has been shipped, we will send you a confirmation email with the unique code of your order that you can use to track your package.
DUE TO EXTRA POSTAL SECURITY CHECKS, SHIPMENT MAY TAKE LONGER TO REACH THE RECIPIENT. CASES LIKE THIS USUALLY OCCUR IN THE TIMES OF INCREASED ’ANTI-TERRORIST’ ACTIVITY.
DELAYS IN SHIPMENTS CAN ALSO BE EXPECTED IN THE BUSY HOLIDAY SEASONS WHEN POSTAL HANDLING OF SHIPMENT GOES MUCH SLOWER.
PLEASE KEEP IN MIND THAT THE SHIPMENT MAY BE SUBJECT TO YOUR LOCAL CUSTOMS IMPORT TAXES. FOR MORE INFORMATION ON THAT, PLEASE CONTACT YOUR LOCAL CUSTOMS OFFICE.
The package can be subject to the local taxes of the delivery country – for more information on this, please check with your local customs service office. BokiBellano International d.o.o. can not be held responsible for higher delivery expenses due to the customs taxes or any other matters valid in the country the package is being delivered to. We have tried to provide all the necessary information for the customs so you do not need to pay the customs taxes, only the VAT in your country. IMPORTANT NOTICE - we can not guarantee that the customs will free you off all customs taxes.
By confirming and accepting the order and clicking on the ‘PLACE ORDER’ button, you agree with the delivery terms and conditions stated.
If you have any queries, complaints, or would like to share any information with us – please feel free to send us an e-mail at: firstname.lastname@example.org
The cost of delivery is covered by the customer unless the buyer receives damaged or wrong items. If the customer has made an error while purchasing the item, they cover the delivery expenses of the courier service when sending the item back.
By confirming your order and clicking the CHECKOUT button, you agree with the return/exchange terms and conditions as stated above.
Return and refund costs will be handled by the Buyer, except in cases where the Buyer has received a defective or wrong item.
You can track your order quickly and easily. Simply enter your 10-digit order number for the current status of your shipment. This way you will know exactly where your package is located.
If you did order as a guest and you want to return the goods, please fill in the required information.
If you are a registered user please log in to your account; you will find the return procedure inside your dashboard in your orders section.
When receiving your shipment, please inspect the package in the presence of the courier. If there are visible signs of damage (torn parts or dents), you should not accept the parcel. In that case, please email us your details (first and last name, contact number) at email@example.com and specify the reason why you refused the delivery. We will contact you at our earliest convenience with further instructions.
If you have received the shipment and discovered, upon opening the parcel, that the delivered goods do not match those ordered or that the details on the invoice are incorrect, please contact us by sending an email with your details (first and last name, contact number, and picture of received item) at firstname.lastname@example.org (not later than 24h from the time of receipt of said goods) and describe the problem. We will respond by post or email as soon as possible, in any case no later than 8 days from the receipt of the complaint, and inform you of further steps. Sending an e-mail doesn't mean that a complaint is accepted, it is just a necessary step in resolving a complaint. Complaints are to be resolved within 15 days of the receipt.
The seller is obliged to deliver the goods at the price featured on the internet, plus the cost of delivery. This is valid for undamaged goods which correspond with those featured on the site.
In case of improper product handling that results in damage, it is the customer who is solely responsible for the damage, and reimbursement is declined, with the product being returned at the customer’s expense.
RIGHT OF WITHDRAWAL / EXCHANGE / REFUND
Please be aware that according to the Consumer protection act ("Off. Herald of RS", Nos. 62/2014, 6/2016 - other act and 44/2018 - other act), online shopping through our website www.bokibellano.com is considered distance selling.
In the case of distance selling, the Law provides for the right of the Buyer, considered the Consumer (i.e. a natural person who purchases an item for his/her individual needs, rather than for conducting a professional activity), to cancel the purchase contract within 14 days of delivery of the product. When canceling the order, the Buyer may but is not obliged to state the reason for cancellation.
The Contract Cancellation Form/Statement produces legal effects as of the day it was sent to the Trader.
All returns will be happily accepted in cases that the item doesn’t fit right according to the sizing instructions provided, in case the item has any manufacturing faults and damages, or simply if you don’t like it anymore, within 14 days from your purchase. It is not possible to return the product upon expiry of the period of 14 days from the day the Cancellation Form was sent. Items that are damaged in transport are the responsibility of the selected courier service. BokiBellano International d.o.o. will not be held responsible for such misconduct of its goods.
Please contact us by sending an e-mail to the following address: email@example.com. The necessary information our team will request from you at this stage is your order ID.
Following up on the above-explained procedure, our team will proceed to send you the detailed instructions to follow so that you can have a refund.
We don’t accept returns if the item initially ordered has already been worn. This being said, it is mandatory that you return the item as new and undamaged as it has been delivered, in its original packaging.
After sending a request to return the item, the item should be packed and sent via courier service along with the payment confirmation/receipt received after you have ordered the item online. As soon as our team receives the item you have returned and inspects the item’s condition, we will proceed with the process of a refund.
STEPS TO SUCCESSFUL RETURN
- Contact us by sending an e-mail to firstname.lastname@example.org
- Follow our return instructions
- Send the item in question via courier service at the following address: Gradimira Mihajlovica BB, 8.00 AM until 4.00 PM on business days (Mon-Fri).
You can download the Request for Exchange Form HERE.
You can download the Request for Cancellation Form HERE.
- Go to Shipping & returns / Returns section
- Add the required information (order id, e-mail address) and click on “SEND”
- You will get to the page with all the information related to your order
- There you will have the possibility to click on an “EXCHANGE PRODUCT” or “REFUND REQUEST” button and to fill in and send a form
- Log in with your credentials
- Go to the “ORDERS” section to find all your orders
- For each order, you will have the possibility to click an “EXCHANGE” or “RETURN” button that will open the form to fill in and send
- In the “ORDERS” section you will also find all your open/closed returns.
In case of a customer canceling the order contract, the customer has the right to receive the refund or exchange their order for another item. Payment refunds are effective after BokiBellano International d.o.o. receives the item, inspects, and confirms that the item is not damaged.
BokiBellano International d.o.o. is responsible for making the refund equal to the amount that the customer has paid as per the contract with no delays, no later than 14 days after receiving the order contract cancellation request and the consumer sending the item back.
Costs of shipping the item back and refunding taxes are covered by the customer in all cases except if a wrong item has been sent or if the item has been sent as damaged.
BokiBellano International d.o.o. hereby confirms that we will make the refund transfer as soon as we receive the item ordered back from the customer.
Please be aware that the shipping costs you paid for the delivery of your order are NOT going to be refunded.
Please contact us by sending an email at email@example.com specifying any of your unique data - your invoice/dispatch note number, name, and surname.
As soon as our team receives the necessary data, we will prepare the necessary documentation and send it along with the refund procedure instructions to the e-mail address you entered when placing the order.
In case of returns or refunds concerning the goods paid for by the Buyer with a payment card, in whole or in part and regardless of the reason for return, BokiBellano International d.o.o is held responsible to effect the refund exclusively through the VISA, EC/MC, and Maestro payment methods. This means that at the Seller’s request the relevant bank will conduct the refund to the bank account of the cardholder.
In case of returns or refunds concerning the goods paid for by the Buyer by PayPal account in whole or in part and regardless of the reason for return, BokiBellano International d.o.o. is held responsible to effect the refund exclusively through PayPal payment method.
The ordered items may not be sent to the addresses indicated on the invoice/dispatch note without first contacting our Online Shop operators by sending an email address specified above to discuss and agree on the return.
IMPORTANT STUFF: Until it’s received by BokiBellano International d.o.o., the condition of the item you are returning is your responsibility. BokiBellano International d.o.o. will not be held responsible for any goods damaged in transport, or any other damage applied to the goods before their arrival. We will not replace items that have clearly been damaged from use, that are torn, stretched, or stained. All products must be returned in their departure condition (from us) with the package case intact. If in the meantime we run out of stock of the item that has been returned, we will offer you any of the products from our store within the similar price range of the item that’s the subject of the return.