Return and Refund Policy

At Bamboura, every piece tells a story, every Bamboura product is made by hand from start to finish. We start with raw bamboo and craft everything from scratch.

Because bamboo is a natural material, no two pieces are ever the same. Each strip of bamboo has its own unique shade and character. This means your Bamboura might have slight differences in colour. To us, these aren't mistakes—they are proof that your bag is real, natural, and truly one-of-a-kind. No one else will have a bag quite like yours.

Return Conditions: To be eligible for a refund, returned items must be in their original. pristine condition: unused, undamaged, and complete with all original tags and packaging. We are unable to process refunds for items that show signs of wear, damage, or are otherwise not in a resaleable condition. Please ensure you contact us for return authorisation and instructions before posting your item back to our studio.

 

1. Changed Your Mind? (The 14-Day Window)

At Bamboura, we champion the art of slow fashion. Each piece is a labour of love, meticulously handcrafted to order. As we allocate specialist materials and artisan time immediately upon purchase, the following cancellation terms apply:

• Within 48 Hours: We offer a Full Refund for any cancellations made within the first 48 hours of payment.

• Day 3 to Day 7: As our artisans begin the intricate task of selecting and prepping your bamboo, a 15% Service & Bespoke Setup Fee will be retained.

• Day 8 to Day 14: Once the intensive hand-weaving process is well underway, a 50% Production Cost Contribution will apply to any cancellations.

• After 14 Days: As your unique piece nears completion, we are unfortunately unable to accept further cancellations.

 

2. Aftercare & Our Commitment

Transit Damage: We take every care to ensure your Bamboura arrives safely. Should any damage occur during transit, please record a brief unboxing video and contact our team. We will re-craft and dispatch a replacement for you at no extra cost (standard lead times apply).

Statutory Returns: In accordance with UK regulations, you may return standard items within 14 days of receipt, provided they remain in pristine, original condition. Please be advised that as a boutique studio, return international postage costs are the responsibility of the customer.

After the statutory 14-day cooling-off period has concluded, we can no longer accept returns. We kindly ask you to ensure you are happy with your selection within this timeframe.

 

3. Shipping & Delivery Assurance

Should your order encounter any issues such as damage or loss during transit, please contact us immediately or simply send the footage to our customer care email service@bamboura.co.uk, and we’ll handle the rest. To help us resolve the matter swiftly with our couriers and protect your purchase, we kindly ask that you provide sufficient evidence, such as a brief unboxing video. Your experience is our utmost priority; should any issue arise from our craftsmanship, we will arrange a complimentary replacement for you at the earliest opportunity.

Before your Bamboura leaves our studio, it undergoes a full quality check. Should any damage occur in transit, we will provide a replacement for you. As we craft everything from scratch, please understand that a replacement will take the same amount of time to make as the first one. We truly appreciate your patience and want you to have the very best from Bamboura.

 

4. Refunds & Exchanges Process

Our refund policy encompasses both cancellations made during the production stage (subject to our tiered fee structure) and returns requested within 14 days of receipt (provided the item is in its original condition).

Please note that the tiered fees apply specifically to cancellations during the production phase to cover the irreversible costs of bespoke craftsmanship and dedicated labour.We want you to be truly delighted with your Bamboura selection. If, upon delivery, you feel it isn’t quite right, our 14-day return period allows you to send the piece back to our studio. We will heartfully issue a refund for the item value (minus return postage), as we take great care to re-home each handcrafted creation with a new admirer who will cherish it for years to come.

Once your refund is approved, we will process the payment within 5 working days. Please note that the time taken for funds to appear in your account may vary depending on your bank's processing times.

Should you require an exchange, the most efficient method is to place a new order for the desired item. We will then process a refund for your original purchase as soon as the return is received and inspected.

If more than 5 working days have passed since we’ve approved your return, please contact us at serivce@bamboura.co.uk