Return & Refund Policy

At Bamboura, each piece is crafted with care using natural bamboo and hand-finished techniques. We want you to feel confident when shopping with us, while also being clear about how returns work for internationally shipped, handcrafted items.

Bamboura accepts eligible returns for standard items. However, we do not offer free international returns. Bespoke, personalised, made-to-specification, wholesale, private label, or custom gifting orders cannot be returned for change of mind once production has started.

This policy does not affect your legal rights if an item arrives faulty, damaged, or incorrect.

 

1. Standard Items

Standard items are products available to purchase directly from our website without customisation, personalisation, or special customer specifications.

For eligible standard items, you may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be:

• unused

• unworn

• undamaged

• returned in its original packaging

• complete with all tags, cards, protective materials, and accessories

For hygiene reasons, earrings that have been worn, used, or returned without their original protective packaging may not be eligible for a change-of-mind refund.

 

2. Bespoke, Personalised, and Made-to-Specification Orders

Bespoke, personalised, private label, made-to-specification, wholesale, or custom gifting orders cannot be returned or cancelled for change of mind once production has started.

This includes items made with custom:

• colours

• dimensions

• materials

• packaging

• branding

• engraving

• private label requirements

• special product combinations

• other specifications requested by the customer

If a bespoke or personalised item arrives faulty, damaged, or incorrect, please contact us and we will help arrange a suitable solution.

 

3. How to Request a Return

Please contact us to obtain your return shipping label and designated return address.

Email: service@bamboura.co.uk

Please include:

• your order number

• the item you wish to return

• the reason for return

• clear photos if the item is damaged, faulty, or incorrect

Returns must be approved by us before being sent back. Please do not send items back without contacting us first.

Parcels sent without prior authorisation may be delayed, refused, or unable to be matched to your order.

Once your return request is approved, we will provide the return instructions and return address.

 

4. International Returns

Bamboura is operated by a UK-registered company. Our handcrafted bamboo accessories may be made and dispatched from our making studio or fulfilment partner in China.

For approved returns, items may need to be returned to our return centre in China or to another return address provided by us. Please do not return any item before receiving our instructions.

For change-of-mind returns on standard items, customers are responsible for:

• return shipping costs

• customs declarations

• import duties

• taxes

• clearance fees

• courier handling charges

• any additional costs caused by incorrect customs information

We strongly recommend using a tracked postal or courier service. The return parcel remains the customer’s responsibility until it has been safely delivered to our return address.

When returning an item internationally, please mark the parcel clearly as:

“Returned Goods — No Commercial Value”

Bamboura is not responsible for customs delays, failed delivery, lost parcels, returned parcels, or additional charges caused by incorrect customs declarations.

 

5. Damaged, Faulty, or Incorrect Items

Every Bamboura piece is checked carefully before dispatch.

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at service@bamboura.co.uk.

Please include:

• your order number

• clear photos of the item

• photos of the packaging

• photos of the shipping label

A short unboxing video is helpful where available, but it is not required.

If the issue is confirmed, we will arrange a suitable solution. Depending on the situation, this may include a repair, replacement, partial refund, or full refund.

 

6. Refunds

Refunds for change-of-mind returns will only be processed after the returned item has been received and inspected.

If the return is approved, we will process your refund to the original payment method within 5 working days. Please note that your bank or payment provider may take additional time to make the funds available.

Original shipping fees beyond standard delivery, express shipping fees, duties, taxes, customs charges, and return shipping costs are not refundable unless the item is confirmed to be faulty, damaged, or incorrect.

If an item is returned used, worn, damaged, incomplete, missing packaging, or in a condition that affects resale, we may reduce the refund to reflect the loss in value and any reasonable inspection, handling, repackaging, or restocking costs.

For bespoke, personalised, wholesale, private label, business, or other approved non-standard returns, a restocking and handling fee of up to 20% of the item value may apply. This fee helps cover inspection, administration, repackaging, return processing, and stock handling costs.

No restocking or handling fee will be charged where the item is confirmed to be faulty, damaged, or incorrect.

 

7. Exchanges

We do not currently offer automatic exchanges for international orders.

If you would like a different item, please return the eligible item first and place a new order separately.

 

8. Cancellations Before Dispatch

If you wish to cancel a standard item before it has been dispatched, please contact us as soon as possible at service@bamboura.co.uk.

If the order has not yet been dispatched, we will do our best to cancel it and issue a refund.

If the order has already been dispatched, it will need to be handled as a return.

For bespoke, personalised, made-to-specification, wholesale, private label, or custom gifting orders, cancellation may not be possible once production has started.

 

9. Fair Use of Returns

We reserve the right to review return requests where there is evidence of repeated, excessive, or unusual return activity.

This does not affect your legal rights if an item is faulty, damaged, or incorrect.

 

10. Contact Us

For all return and refund enquiries, please contact:

service@bamboura.co.uk

Please include your order number so we can help you more quickly.