FAQs
Q: Where do you ship?
A: We currently ship exclusively within the United Kingdom.
Q: How long does delivery take?
A: Orders are processed within 1–2 business days. Estimated delivery time is 5–7 business days. The total estimated delivery time is approximately 6–9 business days.
Q: Do you offer free shipping?
A: Yes. We offer free shipping on all orders within the United Kingdom. There are no hidden fees added at checkout.
Q: How can I track my order?
A: Once your order has been shipped, you will receive a confirmation email containing your tracking number and courier information. You can track your order directly through our tracking page.
Q: Which courier companies do you use?
A: We work with trusted courier partners such as DHL and FedEx.
Q: What payment methods do you accept?
A: We securely accept payments via Mollie. Accepted payment methods include Visa, Mastercard, American Express, Maestro, Visa Electron, and Cartes Bancaires (CB).
Q: Is payment on your website secure?
A: Yes. All payments are securely processed through Mollie using SSL encryption technology. We do not store your banking or card information on our servers.
Q: Can I return my order?
A: Yes. You may return eligible items within 30 days of delivery. Returned items must be unused, undamaged, and returned in their original packaging.
Q: Who pays for return shipping costs?
A: If the item is defective, damaged, incorrect, or not as described, Boneroshop covers the return shipping costs. For change-of-mind returns, return shipping costs are the responsibility of the customer.
Q: How long do refunds take?
A: Once your return has been received and inspected, refunds are processed within 7 business days to the original payment method.
Q: What should I do if my item arrives damaged?
A: Please contact our customer support within 48 hours of delivery and include photos of the damaged item. We will review the issue and offer a replacement or refund when applicable.
Q: What happens if I receive the wrong item?
A: If you receive an incorrect item, please contact our support team and we will arrange a replacement or refund.
Q: What if my order never arrives?
A: If your order has not arrived within the expected timeframe, please contact us. We will investigate the shipment with the courier and provide a replacement or refund if necessary.
Q: Can I cancel my order?
A: Yes. Orders may be cancelled before shipment. If the order has already been shipped, you may request a return after delivery.
Q: Do you charge hidden fees?
A: No. All pricing is displayed clearly before checkout. Boneroshop does not charge hidden fees.
Q: How can I contact customer support?
A: You can contact our customer service team through:
Email: support@boneroshop.com
Phone: +44 7537176126
Customer Support Hours: Monday to Friday — 9:00 AM to 5:00 PM (UK Time)
Q: Who operates Boneroshop?
A: Boneroshop is operated by BLUESTONE ECOM LTD, located at 128 City Road, London, EC1V 2NX, United Kingdom. Company Number: 17105446.
Q: Is Boneroshop a registered business?
A: Yes. BLUESTONE ECOM LTD is a registered company in the United Kingdom under Company Number 17105446.
Q: How quickly do you respond to customer inquiries?
A: We aim to respond to all customer inquiries within 24 business hours.
Q: Are my personal details protected?
A: Yes. Your personal information is handled securely and in accordance with our Privacy Policy.
Q: Where can I find your policies?
A: You can access our Shipping Policy, Return & Refund Policy, Privacy Policy, Terms of Service, and Legal Notice through the footer section of our website.
