Frequently asked questions
How do I choose the right product?
Each product page includes a detailed description with materials, dimensions and key features. If you're unsure which item is right for you, email us at support@boneroshop.com — we're happy to help you choose.
Where do you ship from?
All Boneroshop orders are dispatched from our UK fulfilment warehouse
in Northamptonshire (operated by our logistics partner, ShipBob).
Do you offer free shipping?
Yes. Standard delivery is free on all UK orders, no minimum spend
required. We currently ship to UK addresses only (England, Scotland,
Wales, Northern Ireland).
How long does delivery take?
Orders are typically processed within 1–2 business days and delivered
within 6–9 business days after dispatch. Orders placed before 1:00 PM
UK time on a business day begin processing the same day; orders placed
later or over the weekend begin processing the next business day.
How can I track my order?
Once your order has been dispatched, we'll email you a tracking link
from our shipping partner (Royal Mail, DPD, or Evri depending on your
delivery address). You can also track orders directly in your customer
account on boneroshop.com.
What is your return policy?
We offer a 30-day return window from the date you receive your order.
Items must be unworn, in original condition, and returned with original
packaging. Under UK consumer law (Consumer Contracts Regulations 2013),
you also have a statutory 14-day cancellation right. Full details are
on our Refund Policy page.
Who pays for return shipping?
For returns of unwanted items (change of mind), the cost of return
shipping is the customer's responsibility. For damaged, defective, or
incorrect items, we cover all return shipping costs — please contact
us at support@boneroshop.com within 48 hours of delivery with photos.
What payment methods do you accept?
We accept all major payment methods through Shopify Payments: Visa,
Mastercard, Maestro, American Express, Discover, Diners Club, and
UnionPay. We also accept Apple Pay, Google Pay, and Shop Pay. For
buy-now-pay-later, we offer Klarna and Shop Pay Installments at checkout,
subject to eligibility.
Is checkout secure?
Yes. Our entire store runs on HTTPS with SSL encryption, and payments
are processed by Shopify Payments, which is PCI-DSS Level 1 compliant —
the highest security standard in the payments industry. We never see,
store, or have access to your full card details.
What should I do if I receive a damaged or incorrect item?
We're sorry that happened. Please email us at support@boneroshop.com
within 48 hours of delivery with your order number and clear photos
of the issue. We'll arrange a free return and either a replacement or
a full refund — whichever you prefer.
Can I cancel my order?
If your order has not yet been dispatched, we can usually cancel it for
a full refund — email us at support@boneroshop.com as soon as possible.
Once an order has been dispatched, it can't be cancelled, but you can
return it under our standard 30-day return policy after delivery.
How can I contact customer support?
You can reach us at support@boneroshop.com or by phone on +44 20 8040 0104, Monday to Friday, 9:00 AM – 5:00 PM UK time. We're a small UK
team — you'll always hear from a real person, usually within one
business day.
