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Customer Care

Condition of garments
Vintage and retro items are one of a kind. Although in great condition please expect natural wear and age. Here at Bones Boutique we will try to give full descriptions so you know what to expect when you receive your beloved vintage piece. Please note that clothing could be in our concessions store but we will try to update you on the condition of the item if changed. All clothing will be laundered, steamed and repaired if needed with the exception of dry cleaned clothing, furs, leather and suede items unless mentioned otherwise. Be aware that vintage clothing can often have a musty odour which is expected with age. 
Description terms 
Mint: Perfect condition. Never been worn. Usually has original tags.  
Excellent: Slight signs of wear with noted flaws that do not comprise garment. This item has has been well cared for.
Good: Signs of wear with minor flaws i.e staining, fading, holes, loose stitching and repairs.
Fair: A wearable garment but repairs cannot bring the item back to excellent condition. However, collectible items are desirable. Flaws could add to the history of the vintage garment. 
Handle with care
Always read the washing label if available. 
Vintage clothing is best hand-washed to maintain its condition. Many retro fabrics can be very delicate and over time the material's condition deteriorates. If you don’t have time to wash by hand, check if your washing machine has a delicates option- some items can survive a cool machine wash and be air dried. We advise not to tumble dry. 
Store vintage clothes in a dry and dust free place. Do not store in plastic bags or containers as fabrics need to breathe. 
Authentic vintage
Most items are vintage but some may not from the era that they are designed to imitate. For example a lot of 70’s dresses can be styled to look like they are from the 1920's era. 
Measurements
Each garment will be measured as accurately as possible. Please refer to the Size guide for more information. To avoid disappointment be sure to compare your measurements to that of the garment or pop into our shop to try on the clothing.
Remember, most vintage clothes can easily be tailored to fit your own body shape. 
Estimated sizes given will be UK size guide. 
What payment method do you accept?
We currently accept payments from Paypal, Paypal Express and most major credit / debit cards. 
My payment has been declined?
This can happen for numerous reasons. Make sure the all details are correct including the sort code, expiry date and that the billing address matches card registered address. Try entering details of another card. If the problem persists, contact your bank or paypal customer service.
How do I cancel an order? 
The Consumer Contracts regulation advises that you may cancel an order within 14 days from receiving your item(s). Please contact us at info@bonesboutique.co.uk with your order number.
If your order has already been dispatched please refer to return policy for more information. 
A full refund of the item(s) only will be given once received back to Bones Boutique in original condition.
Can I get a refund on sale items?
Unfortunately we can not accept returns or offer a refund on sale or discounted items. 
Packaging
Items are carefully packaged to prevent damage. Sometimes we may use recycled boxes. 
VAT, taxes and duty fees
The buyer is responsible for all VAT, taxes and duty fees imposed by their country regulations.
Press Enquiries
Bones Boutique will be very happy to loan clothing in exchange for a credit or features. Loaned items must be booked in advance.
Please contact info@bonesboutique.co.uk
 

Postal and tracking

Royal Mail UK Signed For service 1st Class £0 - £60: £4.95 

Royal Mail UK Signed For service 2nd Class £0 - £60: £3.95 

Royal Mail UK Special Delivery (Up to 2kg, Valued at £250 & guaranteed next day) £0 - £60: £11.00

Royal Mail UK Signed For 1st Class £60- £100 : £9.50

Royal Mail UK Signed For 2nd Class £60- £100: £8.95

We will notify customers by email with orders over £100 their postal provider after checkout. 

Deliveries are usually made within 1-5 working days.

International deliveries will take longer at a minimum cost of £9.50.

We are unable to deliver on Sunday, bank holidays and annual holidays, so please allow an extra day.

If no one is available to receive your delivery and there isn't a safe place to leave the parcel, the postman will leave a calling card with instructions on how to arrange redelivery or collection from your local post office. 

When your order is dispatched, we’ll send you an e-mail with your tracking number and a link to our carrier’s website to tell you the current status of your delivery.

You will be notified by email if we have decided to change the postal service. 

Bulky or high- valued items may incur a mandatory postal charge which will be shown at checkout. 

Do you provide International delivery?

Yes we do. On the checkout page please select international delivery postage. After your order has been processed we will send you information on your postal tracking details and service provider. 

Royal Mail International tracked £0 - £50: £9.50

Royal Mail International tracked £50- £100: £20.00

Can I change my delivery service?

Once you have submitted your order, we are not able to make any changes. If you have made a mistake on the delivery address please email us 

info@bonesboutique.co.uk. We will do our best to help resolve any issue unless your order has already been dispatched.

I haven't received my order?

If you haven't received your parcel after 15 days of receiving the posting confirmation, please contact

Royal Mail or the international postal provider.

Details can be found from our confirmation regarding this issue and they will advise you with the necessary steps to take when making a claim.

Signed for Service provides: Proof of posting, signature on delivery, online confirmation of your delivered item and up to £50 compensation.

Special Delivery provides: An online tracking system, Electronic Proof of delivery and compensation up to £500.

You can find more information and report all lost mail here: RoyalMail.com

I have been sent the wrong items?

On very rare occasions we may make mistakes. Please contact us at info@bonesboutique.co.uk with your order number so that we can resolve this issue.

 What is your returns policy?

If you receive an item and wish to return it, you must inform Bones Boutique. Please quote the order number on the contact form with a valid reason within 14 days of receiving the item.

Bones Boutique will provide instructions on how to return your item and once received back in original condition, we will process your refund through to the source of the original payment. Allow up to 14 days for your refund to appear on your bank statement or Paypal account.

Please note that Bones Boutique may refuse a refund if the garment has been damaged, tags removed or believes the item to have been worn. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.

You will be responsible to pay for the return postage unless we have sent you the wrong item(s) in error or have unwittingly misdescribed the item(s), in which case we will reimburse the full return postage costs. 

It is also your responsibility to ensure that you package the returned goods adequately so that they arrive back to Bones Boutique undamaged. We recommend returning goods using a trackable or insured method such as recorded delivery, or obtain a proof of posting certificate from the Post Office, as we cannot refund for items which are lost in transit. 

Have Bones Boutique received my return?

We will email you as soon as we have received your returned item. If by any chance you have not heard from us please contact info@bonesboutique.co.uk with your order number and postal tracking number.