RETURNS
To return an item, simply follow the steps on our Returns Portal.
Once the request has been approved, a confirmation email will provide details on how to process the return.
RETURN CONDITIONS
Returns must meet the following criteria for approval.
All eligible items must be processed via the Returns Portal within 30 days of the delivery date and returned in their original condition: unworn, unwashed and unused with original tags attached.
Please note Bokumaia has the right to refuse a return if a returned item does not meet any of the above conditions. Please take care when trying on your items that you do not damage or mark them in any way.
RETURNS POLICY
AUSTRALIAN ORDERS
Full Priced Items are eligible for refund, store credit or size exchange.
Full Priced Items + Welcome Code are eligible for refund, store credit or size exchange.
Full Priced items + Promotional Sale Code are eligible for store credit or size exchange only.
Sale Items are FINAL SALE and cannot be returned, unless deemed faulty. All products marked as *FINAL SALE* on the product page are not eligible for refund, store credit or exchange.
We currently offer free size exchanges for Australian customers. For all other returns, we offer a flat rate of $9.95 AUD for a pre-paid label which will be deducted from your refund or store credit.
If your order is eligible for a refund, you will be refunded back to your original payment method and you will receive a notification via email. Please allow up to 7 business days for this amount to appear in your account.
Please contact us at customercare@bokumaia.com if you need any assistance.
INTERNATIONAL ORDERS
This applies to all country locations outside of Australia.
Full Priced Items are eligible for refund to original payment method.
Full Priced Items + Promotional Sale Code are eligible for refund original payment method.
Sale Items are FINAL SALE and cannot be returned, unless deemed faulty. All products marked as *FINAL SALE* on the product page are not eligible for refund, store credit or exchange.
If your order is eligible for a refund, you will be refunded back to your original payment method and you will receive a notification via email. Please allow up to 7 business days for this amount to appear in your account. Please note we do not cover return postage fees for international customers and we do not refund original shipping fees or duties/taxes.
Unfortunately, we cannot facilitate exchanges for international customers. We recommend returning your order for refund (if eligible) and making a new purchase for your desired items.
Please contact us at customercare@bokumaia.com if you need any assistance.
INCORRECT OR FAULTY ITEMS
We try to ensure all items are of the best possible quality and are checked before dispatch, however if you have any concerns with your order please use the returns portal above to resolve.
Alternatively please contact us at customercare@bokumaia.com with your order number and images of the fault/incorrect items. Please note, items which are damaged as a result of normal wear and tear or damaged through accident or misuse will not be considered faulty.