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EXCHANGES AND REFUNDS

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We are dedicated to ensuring that you are completely satisfied with your purchases. We accept returns for standard, non-custom items within 14 days of delivery, in accordance with the Consumer Contracts Regulations 2013.

To request a return, please contact us at studio@bousoie.com within 14 days of receiving your order. We will provide return instructions once your request has been approved.

Returned items must be:

  • Unworn and unused

  • Clean and free from marks, odours or damage

  • Returned with all original tags attached

  • Securely packaged

We reserve the right to refuse refunds for items returned in a condition that does not meet these requirements.

Original shipping costs are non-refundable. Customers are responsible for return shipping costs unless the item is faulty.

 

Exchanges

Exchanges are offered subject to stock availability and must be requested within 30 days of delivery.

If an exchange is not possible, we may offer store credit at our discretion. Refunds are not guaranteed for exchange requests.

 

Refunds

Approved refunds will be processed to the original payment method within 14 days of receiving and inspecting the returned item.

We reserve the right to withhold or reduce refunds where returned items show signs of wear, use, alteration, or damage.

Faulty Goods ​

Under the Consumer Rights Act 2015, customers are entitled to a remedy if an item is faulty at the time of delivery.

Faults must be reported within a reasonable time of receipt and supported with clear photographic evidence.

We do not accept responsibility for:

  • Damage caused by washing, wear, or misuse

  • Failure to follow provided care instructions

  • Normal wear and tear

Where a fault is confirmed, we will offer repair, replacement, or refund, as required by law.

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Made to Measure & Custom Orders 

Made-to-measure and custom garments are exempt from the 14-day cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, as they are created to the customer’s individual specifications and cannot be resold.

By placing a made-to-measure or custom order, the customer confirms that:

  • All measurements, specifications, and design choices provided are accurate and final

  • They understand that subjective preferences (e.g. feel, comfort, perceived fit issues, or style expectations) do not constitute a fault

Refunds are not available for made-to-measure or custom items.

If a genuine issue arises, our remedies are limited to:

  • One alteration or

  • One remake of the garment

Refunds will not be issued for:

  • Change of mind

  • Incorrect assumptions by the customer

  • Inconsistent or contradictory claims

  • Issues raised after unreasonable delays

  • Failure to respond to our communications within a reasonable timeframe

If a customer does not respond to alteration or remake arrangements within 30 days, the order will be considered complete.

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