Exchanges & returns

Request an exchange or return within 15 days

You may request an exchange or return for a refund within 15 days of receiving your piece, including a change of mind. This also applies to sale items and gifts. The period starts when the order is received. Gift recipients may contact us with proof of purchase.

Condition for change-of-mind returns

Please try the piece on with the same care you would in a boutique. Return it unworn, unwashed and unaltered, with its original tags and accessories and in its condition on receipt. These conditions apply to voluntary returns of satisfactory goods; they do not remove your rights if the piece is defective or does not match its description.

Defects, damage or an incorrect item

If a piece is defective, damaged, incomplete, different from your order or inconsistent with its description, tell us when you discover the issue and describe it, with photographs if available. An unboxing video is not required to exercise your rights.

For defects for which the store is legally responsible, including manufacturing defects, you may choose a refund, replacement or repair at no cost, in accordance with the rights applicable to your case. We bear the necessary costs of remedying a defect or an error on our part.

The 15-day window and tag or packaging conditions do not limit your statutory rights in these cases.

How to request a return

Contact us by email or WhatsApp. Include your order number or proof of purchase, identify the piece and tell us whether you would like an exchange or a return.

We arrange collection of the return from your doorstep by the delivery carrier. The collection time and any applicable charge are confirmed before booking; you do not need to send the piece to an address yourself.

Pack the piece to protect it in transit, including the tags and accessories applicable to your return. Keep proof of handover. We will not ask for your account password or card PIN.

• Email customer care
• WhatsApp customer care

Return costs

For a change-of-mind return of a satisfactory piece, the customer pays the actual transport cost disclosed in advance. The amount or a clear calculation method must be provided before purchase, and we confirm the charge before arranging collection.

We do not impose undisclosed fees or restocking charges. The AED 25 order delivery charge is not automatically the charge for returning a piece.

Bouchilino bears the costs of remedying a defect or an error on its part. The refund breakdown explains the item value, transport charges and any amount due, while preserving your statutory rights.

A clear and fair inspection

We inspect the piece to establish its condition and the reason for return. For change-of-mind returns, pieces that have been worn, washed, altered or damaged after receipt may be ineligible under the conditions of this benefit.

If we identify a reason not to accept the request, we explain it in writing with the information available. You may provide clarification or challenge the outcome. Our assessment does not remove your right to contact the competent authorities. Bouchilino is not responsible for damage established to result from misuse, to the extent permitted by law.

Exchanges, refunds and costs

Exchanges depend on the requested piece and size being available. We explain and agree any price difference with you before proceeding. If a replacement is unavailable, you may choose a refund under this policy.

After receiving and inspecting the return, we tell you the outcome and explain the amount due. Refunds go to the original payment method. If this is not possible, we agree a suitable method with the purchaser without imposing store credit instead of a refund that is due.

The time we take to inspect your return and issue a refund is separate from the time your payment provider takes to make the funds available. We keep you informed of the request status. Inspection does not restrict your rights or justify an unreasonable delay in refunding you.

• Shipping and delivery policy

Your rights remain protected

This policy does not restrict mandatory rights under UAE law, including consumer protection and modern technology-based trade legislation. If we cannot resolve your concern, you may contact Consumer Protection at the Abu Dhabi Department of Economic Development through its official channels or the Abu Dhabi Government contact centre on 800555. Made-to-order tailoring or alterations are not currently offered by the store.

• Abu Dhabi consumer protection