Shipping policy
SHIPPING POLICY
OVERVIEW
This Shipping Policy explains how orders are processed, dispatched and delivered when you purchase from Bojuna.
By placing an order with Bojuna, you agree to the shipping and delivery terms set out below. This policy should be read alongside our Terms of Service, Refund Policy and Privacy Policy.
If you have any questions about your order or delivery, please contact us using the details at the bottom of this policy.
PROCESSING TIMES
Orders are processed during our normal working days, excluding weekends, bank holidays and public holidays.
We aim to process and dispatch orders as quickly as possible. Processing times may vary depending on order volume, product availability, seasonal demand, personalised items, made-to-order items or circumstances outside our control.
Estimated processing times, where shown on the product page or at checkout, are estimates only. If we expect a significant delay with your order, we will contact you using the email address or phone number provided at checkout.
Please ensure that all order details, including your delivery address and contact information, are correct before completing your purchase. We may be unable to amend delivery details once your order has been processed or dispatched.
DELIVERY LOCATIONS
Bojuna currently ships within the United Kingdom.
This includes England, Scotland, Wales and Northern Ireland, unless otherwise stated at checkout.
Some remote areas, islands or restricted postcodes may experience longer delivery times or may require an alternative delivery service. If we are unable to deliver to your address, we will contact you as soon as possible.
DELIVERY OPTIONS AND COSTS
Delivery options and delivery charges will be shown at checkout before you complete your order.
Delivery costs may vary depending on the size, weight, value, destination and delivery method selected.
Any delivery times shown are estimates only and are not guaranteed unless expressly stated as a guaranteed delivery service.
If a free delivery offer is available, the terms of that offer will be shown on our website or at checkout. Free delivery promotions may be changed, withdrawn or limited at any time.
ESTIMATED DELIVERY TIMES
Estimated delivery times begin once your order has been dispatched, not from the time the order is placed.
Delivery estimates may vary depending on the courier or postal service used, seasonal demand, weather disruption, strikes, bank holidays, public holidays, incorrect delivery information or other circumstances outside our control.
If no specific delivery date has been agreed, we will deliver your order without undue delay and within the time required by applicable consumer law.
ORDER CONFIRMATION
Once you place an order, you should receive an order confirmation email.
This confirms that we have received your order. It does not necessarily mean that your order has been dispatched.
Please check your order confirmation carefully and contact us as soon as possible if any details are incorrect.
DISPATCH CONFIRMATION
Once your order has been dispatched, you may receive a dispatch confirmation email.
Where tracking is available, tracking information will be provided by email or through the relevant delivery service.
Please allow time for tracking information to update after dispatch, as some courier systems do not update immediately.
TRACKING YOUR ORDER
If your order is sent using a tracked delivery service, you can use the tracking details provided to follow the progress of your delivery.
Tracking updates are controlled by the courier or postal provider. Bojuna is not responsible for delays in tracking updates or incorrect tracking information displayed by third-party delivery systems.
If your tracking has not updated for several working days, or if you believe there is a problem with your delivery, please contact us.
DELIVERY DELAYS
We aim to dispatch and deliver orders within the estimated timeframes shown. However, delays can occasionally occur.
Delivery delays may be caused by:
Courier or postal delays;
High order volumes;
Seasonal demand;
Bank holidays or public holidays;
Weather disruption;
Industrial action or strikes;
Incorrect or incomplete delivery information;
Failed delivery attempts;
Remote delivery locations;
Events outside our reasonable control.
If your order is delayed, please allow a reasonable amount of time for the courier or postal provider to complete delivery.
If your order has not arrived within the expected timeframe, please contact us so we can look into it for you.
INCORRECT OR INCOMPLETE DELIVERY INFORMATION
You are responsible for providing accurate and complete delivery information when placing your order.
Bojuna is not responsible for delays, failed delivery or loss caused by incorrect, incomplete or outdated delivery details provided by you.
If you notice an error in your delivery address, please contact us as soon as possible. We will do our best to help, but we cannot guarantee that changes can be made once an order has been processed or dispatched.
If an order is returned to us due to incorrect or incomplete delivery information, failed delivery attempts or failure to collect from a delivery office or collection point, we may ask you to pay an additional delivery charge before the order is resent.
FAILED DELIVERY ATTEMPTS
If a courier or postal service attempts delivery and you are unavailable, they may leave a delivery card, attempt redelivery, leave the parcel in a safe place, deliver to a neighbour, or take the parcel to a collection point, depending on the service used.
It is your responsibility to follow the courier’s instructions and collect or rearrange delivery within the timeframe provided.
If an order is returned to us because it was not collected or delivery could not be completed, we may refund the order minus any delivery costs incurred, or we may ask you to pay an additional delivery charge for redelivery.
SAFE PLACE AND NOMINATED DELIVERY LOCATIONS
If you request that your parcel is left in a safe place, with a neighbour, concierge, reception area, parcel box or other nominated location, this is done at your own risk once the parcel has been delivered according to your instructions.
Please only choose a safe place if it is secure, weather-protected and suitable for receiving parcels.
If the courier confirms that the parcel has been delivered to your nominated safe place or nominated person, delivery may be treated as completed.
RISK AND RESPONSIBILITY
For consumer orders, the products remain at our risk until they are delivered to you or to a person nominated by you to receive them.
Once the goods have been delivered to you, your nominated person, your chosen safe place or an agreed delivery location, responsibility for the goods passes to you.
If you arrange your own courier or collection service that is not offered by us, responsibility may pass to you once the order is handed to your chosen carrier.
LOST OR MISSING PARCELS
If your order has not arrived, please contact us as soon as possible.
We may ask you to check:
Your tracking information;
Your delivery address;
Any safe place you selected;
Whether the parcel was left with a neighbour;
Whether a delivery card was left;
Whether the parcel is awaiting collection from a delivery office or collection point.
If your parcel appears to be lost, we will investigate with the courier or postal provider.
Where we confirm that an order has been lost in transit before delivery, we will offer an appropriate solution, which may include a replacement or refund.
If tracking shows that your order has been delivered to the correct address, nominated person, safe place or agreed delivery location, we may need to investigate further before offering a replacement or refund.
DAMAGED ORDERS
Please check your order as soon as possible after delivery.
If your order arrives damaged, please contact us as soon as possible with your order number, a description of the issue and photographs of the damaged item and packaging.
Please keep the item and packaging until we have reviewed the issue, as this may be needed for courier investigation or claim purposes.
Where we agree that your order has arrived damaged, we will offer an appropriate solution in accordance with your legal rights.
MISSING OR INCORRECT ITEMS
If your order arrives with an item missing or incorrect, please contact us as soon as possible.
Please include your order number and details of the missing or incorrect item.
We may ask for photographs of the items received and the packaging to help us investigate.
Where we confirm that an item is missing or incorrect, we will offer an appropriate solution, which may include sending the correct item, sending the missing item or providing a refund.
ORDERS RETURNED TO SENDER
Orders may be returned to us by the courier or postal provider if:
The delivery address was incorrect or incomplete;
Delivery was refused;
The parcel was not collected;
The courier could not complete delivery;
The delivery location was inaccessible;
The parcel was damaged in transit.
If your order is returned to us, we will contact you where possible.
Depending on the circumstances, we may offer to resend the order, refund the order or cancel the order. Additional delivery charges may apply if the return was caused by incorrect information provided by you, refusal of delivery or failure to collect.
CLICK AND COLLECT
If click and collect becomes available, collection details, times and instructions will be provided at checkout or by email.
Orders must only be collected once you have received confirmation that your order is ready.
You may be asked to provide your order confirmation and proof of identity when collecting your order.
INTERNATIONAL SHIPPING
Bojuna currently ships within the United Kingdom only, unless otherwise stated at checkout.
If international shipping becomes available in the future, customers outside the United Kingdom may be responsible for any import duties, taxes, customs charges, handling fees or other charges applied by their country.
Bojuna is not responsible for delays caused by customs checks or import procedures.
CHANGES TO SHIPPING SERVICES
We may update, change, suspend or remove shipping methods at any time.
Available shipping options may vary depending on your location, the items ordered, courier availability or operational requirements.
If a shipping method becomes unavailable after you place an order, we will contact you where necessary to arrange an alternative.
EVENTS OUTSIDE OUR CONTROL
We are not responsible for delays or failure to deliver where this is caused by events outside our reasonable control.
This may include, but is not limited to, severe weather, courier disruption, postal strikes, transport issues, natural disasters, fire, flood, power failure, technical issues, supplier delays, government restrictions, illness, emergency situations or other unexpected events.
We will contact you as soon as reasonably possible if an event outside our control affects your order.
CONTACT INFORMATION
If you have any questions about shipping, delivery or your order, please contact us:
Bojuna
10 Holmlea Road
SL3 9HQ
United Kingdom
Email: bojunauk@gmail.com
Telephone: 07936 488848
Company Number: Not applicable
VAT Number: Not VAT registered