Returns

I have received the wrong item

We're sorry to hear about the issue with your order and want to resolve it as quickly as possible. Please get in touch with us here with a photo of the item received in error along with your order details. Our Customer Service team will be more than happy to help.

My item has arrived damaged or faulty

We’re extremely sorry to hear about the issue with your item. Every product is carefully inspected before shipping, so we apologise that this one slipped through. Please get in touch with us here by sending us your order details and a photo of the damaged item (with the Bo&Tee tag visible). We'll resolve this for you right away!

My item has become damaged after wear

We’re sorry to hear your item has become damaged after wear. We pride ourselves on the quality of our items and truly believe they should last a lifetime and not just one wear or wash! Please get in touch here with your order details and an image of the damage. We’ll be in touch with a solution as quickly as possible.

An item is missing from my package

This is very concerning, as all packages are thoroughly checked before dispatch. However, we weigh each parcel prior to shipping, so we can quickly resolve this for you. Please reach out to us here with your order details. In your message, please also confirm if the package appeared tampered with. Our team will investigate the issue and get it sorted for you promptly.

Can I cancel or change my order after I have placed it?

You're now able to edit or cancel your order within 15 minutes of placing it.  You can do this on the order confirmation page on our website. Please note, if any payment is required (e.g. shipping upgrade, adding products) you'll be taken to our checkout where you can use all our available payment methods. This must be paid within the 15 minute window.

Why was my order cancelled?

We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order or, our payment provider has declined to accept your payment method. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours/7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).

What size should I order?

We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website. All our items generally fit true to (UK) size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item.

When will you be restocking?

Our items are super popular and can sell out quickly but don’t be disheartened as we restock different items 2/3 times a week and our newest items are generally restocked within 2-week periods. We can’t provide exact restock dates but if there’s a particular item you’re waiting on, please send over the product name and size to one of our contact platforms and we’ll be in touch with the time frame this is due to be restocked in. You can also sign up for restock notifications when an item is fully out of stock. You can do this by entering your email address under the “subscribe to back in stock notifications” header and we’ll then let you know when this item has been restocked so you can be one of the first to get your hands on it! We’d also recommend checking back on our website regularly as we restock returns daily! We also love to tease, and you may see some unreleased items on our Instagram pages from time to time… When this happens, the items will generally be online within the next 1-2 weeks. Be sure to keep an eye on our New In section for all our latest drops!

Can I buy your items off other websites?

All our items are designed in house by our design team and manufactured in our own factories. It’s worth noting that we do not offer wholesale so any websites other than Amazon using our images, will not be dispatching our items. We’d never want our customers to be deceived by another online retailer so if you want Bo&Tee designs and quality, we recommend only ordering from our website directly or our Amazon store.

Where is my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

You can also track your order on our website within the account section.

Can I order to a PO Box?

Unfortunately, we do not deliver to PO Boxes or hotel addresses.

Can I change my delivery address after placing my order?

You're now able to edit your order within 15 minutes of placing it. You can do this on the order confirmation page on our website. You're able to change any part of your address or enter a new address entirely. If you change the country, you may need to also change your shipping method and pay the difference if this is more expensive. If this is the case, you'll be taken to our checkout where you can use all our available payment methods.

How do I track my order?

Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. Please note, it may take up to 24 hours for your tracking information to update. You can also track your order on our website within the account section.

Why is my order late?

We work hard to ensure that orders are dispatched quickly so it’s truly disappointing to hear your order has not been received on time. Please note, we do state online that all delivery time frames are estimates / in working days except for UK next day delivery so we cannot guarantee your order will be delivered on the estimated delivery date shown at checkout if you select any other delivery method. If a delivery has been attempted and not received, you can re-arrange delivery with the courier directly. If your order was dispatched with next day delivery and hasn’t been received on time, please get in touch with us here and we’ll investigate this delay with the courier directly.

Where is my order being dispatched from?

All orders are shipped from our warehouse in the United Kingdom.

Will I be charged customs and import duties?

If you are purchasing to a country in the EU:

Due to Brexit, if you purchase from any UK retailer, you may now be charged tax and duty fees. This is generally 12% of the total cost, if your purchase is more than 150 euro, and it's free if your purchase is less than 150 euro. Good news - at Bo&Tee we have arranged with our international mail providers to cover these fees on behalf of our customers, so you will not see any unexpected charges upon delivery. If for any reason you do, feel free to get in touch below and we will reimburse you.

If you are purchasing to a country outside of the EU:

Bo&Tee parcels are shipped from the UK and you may therefore be charged tax and duty fees when the parcel arrives in your country. These charges vary depending on your location and must be paid by the recipient of the parcel. Whether you incur these additional fees will depend on the total cost of your order and the threshold differs per country.

If your parcel does incur customs taxes or duty it's entirely up to you (as the receiver) to cover these costs. Unfortunately, as these charges differ from country to country we are unable to directly advise you on what these might be. We recommend contacting your local customs office prior to ordering so you're not surprised by any unexpected delivery charges.

By law, all items must be declared at their full price and we cannot alter the amount to decrease any custom fees.

In the unlikely event that you wish to refuse your delivery, you may still be held responsible for the original customs fees or import duties and the cost of returning the package to Oh Polly. We regret that we can only refund you the value of your order minus any fees we are charged upon return for your item. If a delivery is refused by you then, unfortunately, we cannot be held liable for any loss or damage incurred by your order during transit back to us.

US CUSTOMERS

Please note, on some higher value orders you may be contacted by our courier partners to request the completion of a customs form. This will be sent from an official email address of the courier.

Brexit Update

Due to Brexit, if you live in the EU and order from a UK retailer, your order may be subject to tax and duty fees. We have arranged with our international mail providers to cover these fees on behalf of our customers, so you will not see any unexpected charges upon delivery.

What time can I expect my delivery?

Our couriers do their best to deliver your parcels to fit around your lifestyle. You will generally receive your order before 10pm on the expected day of delivery. If you're in UK, you can select pre-12 delivery if you wish.

Can my order be left in a safe place?

Orders that are dispatched with standard delivery can be left in a safe place or with a neighbour without the customers consent. If you have paid for a delivery service (UK only) this parcel cannot be left in a safe place without the customers consent and you would therefore need to contact the courier directly to request this. Unfortunately, we cannot make this request on our customers behalf.

Unlimited Next Day Delivery

Premium Delivery is only eligible for deliveries to the UK. It costs £9.99 per year for Unlimited Priority Delivery for UK customers. You will pay a one-off sum of £9.99 for the year and this will not automatically renew. Once the year has ended, you will need to re-purchase Premium Delivery for £9.99 to receive another year of Unlimited Priority Delivery. You must be signed in to your Bo&Tee account to purchase Premium Delivery and for it to apply to future orders once purchased. You will not have access to this if you check out as a guest on the website. Premium Delivery will only appear on your account once your first order, with the £9.99 shipping fee, has been dispatched. The Premium Unlimited Priority Delivery cut-off time is 10pm GMT/BST Monday – Friday and 2.30pm GMT/BST Saturday – Sunday, so any orders placed after this time will be dispatched the following day. If you have purchased Premium Delivery, this option will appear at checkout for free. You will need to select this delivery method for it to apply. It will not automatically apply at checkout. Bo&Tee reserves the right to change the order cut off time, alter or cancel Unlimited Priority Delivery at our discretion. During busy retail periods (including but not limited to Black Friday weekend and Cyber Monday) delivery times may take longer. From Monday 13th November 2023, to redeem Unlimited Priority Delivery orders must meet the £40 minimum spend (after applying any discounts). It is the customer’s responsibility to ensure the use of Bo&Tee's Unlimited Priority Delivery is in accordance with the terms and conditions. Customers will be informed of any significant changes to these terms and conditions. Your statutory rights are not affected.

RETURN TIMEFRAME

You’re more than welcome to return your unwanted item(s) back to us, following our terms and conditions below. Please take a look to ensure your return is accepted and processed within our returns policy.

We're pleased to let you know that we have extended our returns policy to the below during the festive period which is applies to orders placed from the1st November 2024 until 15th January 2025*.

UK customers: have 45 days to return their order for a refund, exchange or store credit. This is from the date the order was placed.

International customers: have 60 days to return their order for refund, exchange or store credit. This is from the date the order was placed.

*Please note the extended returns policy ends 15th January 2025 where our return timeframes will revert back to 21 days (UK) / 30 days (International) to receive a refund or an exchange and 30 days (UK) / 45 days (International) to receive store credit.

RETURN FEES

Please note, return fees are priced per return generated.

If you're a new customer, your first return will be free of charge (excluding self post).

UK customers: If you are returning for a refund, £2.99 will be deducted from your return total.

If you opt for Exchange or Store Credit then this will be FREE of charge*

*If you're returning part exchange, part refund then your return will only be free if the value of your exchange item(s) outweighs the refund item(s).

International customers: Return costs may vary. We offer some subsidised return fees and some self-post, depending on the country you're returning from. Refund and store credit fees will be deducted from your refund at the time it's processed. Exchange fees will be charged when submitting your return. You can view all return fees here

ORIGINAL CONDITION

Hygiene and customer safety is really important to us, therefore please do your best to try on, handle and repackage items with care. In line with our sustainability strategy, items must be returned back to us in their original condition - unworn, undamaged, free of makeup, pet hairs, deodorant, perfume and must have all original tags and/or ribbons attached. All items will be inspected upon arrival back to our warehouse and failure to be returned in their original condition may lead to cleaning charges or refusal.

Hygiene stickers must remain intact. Failure to return your item back to us without the hygiene sticker may lead to refusal.

For any items that contain multiple parts such as multipacks and 2-part sets, all parts must be returned within the same return parcel to qualify for a refund pending QC inspection of the returned items. Failure to return these items together may lead to refusal.

NON-RETURNABLE ITEMS

Whilst returns are an important part of the retail process, not all items can be returned back to us. Our non-returnable items include, Briefs ,Thongs, Socks, Face Masks, Ear Muffs, Headbands, Headscarves, Hair Accessories, Fitness Equipment and Water Bottles.

RETURN OUTCOMES

Returned items may be eligible for a refund, store credit or exchange*, providing your return is in line with the rest of our policy.

You can also now opt for our Shop Now return method** which allows you to choose from the below options:

In-line exchange: Exchange for the same item in an alternative size or colour at no additional cost. Subject to price amendments.

Exchange for something different: Exchange your unwanted item(s) for anything across our website, excluding pre-order items. Any additional cost will be paid by the customer upon submitting the return. If the item you choose costs less then the you can decide to receive the remaining amount via a refund or store credit, subject to policies.

*Exchanges are dependant on stock availability. Non-returnable items won't be available for return. Items must be returned within the relevant return timeframes and policies specific to store credit, exchange, Shop Now and refunds. All shop now exchanges will be dispatched once your return has been processed / approved.

**Please note, all return totals displayed during Shop Now are in GBP. These totals will be the equivalent in your country's currency whether you upsell or down-sell your return.

PROCESSING TIME

We aim to process all returns within 6 days (UK) / 25 days (International) of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card. Exchanges will be automatically processed as a new order and shipped out to you on standard delivery.

We'll email you once we've received and processed your return.

UNREASONABLE CLAIMS / FAIR USE POLICY

Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.

Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods or returning items worn/used and not matching what was originally ordered. 

If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company. 

RESPONSIBILITY

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

As the parcel remains your responsibility until it arrives back with us, ensure that you retain your 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. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

I have been charged incorrectly

Our system can only take the amount that is confirmed by yourself at checkout so please ensure you have checked out in the correct currency. If your invoice/confirmation emails show an alternative amount to the total you confirmed at checkout, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn. Apologies for any alarm caused!

Do you have any discounts?

We regularly run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription on the website.

Discount exclusions: Items in outlet and promotions and the In Comfort Collection are currently excluded from all discount codes, including student and NHS.

The price has changed since I ordered

As an online retailer, our prices can occasionally change due to factors such as stock levels, customer demand and fashion trends. Due to this, we are regrettably unable to amend an item price once the order has been completed.

What payment methods do you accept?

We accept Visa, Maestro, MasterCard, Discover, JCB, and PayPal as methods of payment.

What is your online security policy?

Our customers online security is extremely important to us and we endeavour to keep our customers safe when shopping on our website. As part of this, we occasionally perform security checks on some orders and if we’re unable to validate your order, we may contact you via email to request more details regarding your payment. Please rest assured, this does not affect your credit rating. In the unlikely event your card has been used fraudulently, we urge you to contact your payment provider immediately and inform us here.

I can't place an order

We’re sorry to hear you’re struggling to place an order with us as we try our best to ensure this is a simple experience for our customers! If you’re experiencing any difficulties placing an order with us, we’d firstly recommend clearing your device history and CACHE and attempting this again. If this issue persists, we’d then suggest using an alternative device and/or payment method. If you receive an error message that states, “gateway rejected: fraud”, this is because our payment providers are declining your payment method. On this occasion, we would recommend checking your billing address is 100% correct or attempting to check out with PayPal instead.

How can I change the currency on your website?

We’re a UK fashion brand so our website defaults to GBP prices however, this can easily be changed by clicking the GBP icon in the top right corner of our website. Make sure you do this before entering items into your shopping cart as changing the currency will clear your basket! Please note, changing the currency of our website will not affect the sizing. All items are advertised and sold in UK sizes only, however you can use our size guide (found next to each item on our website) to convert this to find your perfect fit!

How can I unsubscribe from your emails?

We’re so sad to hear you want to leave the fun! Remember, we send exclusive access to our latest collections and discount codes through this email subscription. If you really want to unsubscribe from our emails you can do so by clicking “unsubscribe” at the bottom of any emails we have sent you.

How do I delete my account with you?

If you wish to deactivate your account with us, you can do so by contacting us here. Please send over your account email address and billing address and we can then delete this account and send you a confirmation of this to your email address.

What do I need to do to get a free outfit?

We are not currently operating any programs which would enable you to get a free outfit in return for likes or video views. However, we run daily competitions in which you can win free products by following the entry mechanics.

We also perform daily acts of kindness in which members of our team will sporadically select members of the public to receive discount codes and free product. These selections are made across all our communication and social channels on an ad-hoc basis for members of the public tagging and wearing @boandtee in content they have created. We also select members of the public spreading positive messages about important issues and/or championing the brand.

How do I enter your competitions?

To be in for a chance of winning, follow the competition entry mechanics on the post.

Winners are chosen at random after the competition closes. Your profile should be public for competitions involving share to story. You can enter a competition a maximum of 3 times to improve your odds. Any additional entries are disregarded. Repeated spam entries will not be counted.

To receive your prize you must DM us with your full name and address. If you have not heard back from us within 24 hours contact us here as your response may have been missed.

If you are not able to claim your prize for whatever reason then you may substitute it for a gift voucher of equivalent value up to a maximum value of £100.

How do you select winners?

Winners must have followed all the entry rules and requirements.

Winners are chosen at random after the competition closes. Winners will receive a DM from our team alerting them to their win. For competitions involving share to story, the winner’s profile must have been made public. You can enter a competition a maximum of 3 times to improve your odds. Any additional entries are disregarded. Repeated spam entries are not be counted.

We update the caption of each competition with the name of the winner after the winner has been contacted and communicated their acceptance of the prize. This is usually within 24 hours but can take up to 72 hours.

Winners who do not respond to us to claim their prize will forfeit the prize after a period of 72 hours. We will then select a new winner.

Can I promote Bo&Tee on my social media?

We receive hundreds of requests a day from people wishing to promote Bo&Tee. Unfortunately, we are not able to personally respond to each of these requests.

We operate a fixed collaboration budget month to month which means we only take on a small number of new up-and-coming influencers.

If you wish to be considered for our collaboration program, please tag @boandtee in any images you post wearing Bo&Tee. We regularly scout Instagram posts with @boandtee tags for new talent.

Can I model for Bo&Tee?

We work with a small number of professional models, most of whom are signed with model and influencer agencies or have an existing relationship with us.

We do occasionally scout for new talent on social media. You can tag images with @boandtee to increase your chance of being scouted.

We select models on the basis of day rate, availability, location and level of experience.

90% of our shoots are conducted in Los Angeles and so we will generally only consider models living or currently based within the California region.

Unfortunately, due to the large volume of requests we receive, we are unable to personally contact you unless you have been successfully scouted.

If we suspect fraudulent activity, we may block your account and any associated accounts and/or withhold your refund. Reasons include but are not limited to claims relating to; orders not being received, missing items, damaged items, wrong items, worn items.

If your account is blocked for any of the above reasons and you need to make a valid return within 30 days for UK / 45 days international of purchase, please contact Customer Service. You will need to cover return costs and keep hold of proof of postage until your return is received and processed.