Return Policy

All of our creations are carefully inspected to make sure they meet our quality requirements. As our products are all individually handmade in small batches, slight imperfections, color variations & air bubbles might appear by nature. These are not considered a fault but a unique feature to each of our creations and won't affect, in any way, the normal use of the product.

Cancellation

If not already shipped, cancellations are accepted within 24 hours of the moment you placed your order. This also applies to unforeseen cancellation. If your order was cancelled, you will receive a full refund.

Once it has been refunded on our end, a credit card refund can take several days to process. Depending on your credit card issuer, the refund can take between 5 to 16 business days.

Returns

To be eligible for a return, your request must first be accepted. We do not accept any returns that were not previously accepted.

We offer a 14-day return policy after you receive your order (exceptions may apply). To be eligible, the products must be in the same condition as received, unused, and in their original packaging. The materials required to ensure it is packaged securely and the shipping cost are at the customer's charge. The customer must also provide a tracking number. To make your return request, please send an email to bubepalace@gmail.com

Once we receive and inspect the order to confirm its eligibility, you will be automatically refunded in the same payment method you previously chose at checkout, and an email confirmation will be sent.

Exceptions: sales, promotions, and items marked as 'limited edition' will not be eligible for returns.

Shipping fees are non-refundable.

Damages and issues

You must inspect your order upon reception and contact us within the next 48 hours if the item is defective, damaged or if you receive the wrong item. You must describe the damage and photographic evidence to bubepalace@gmail.com

Please note that as our items are handmade, slight imperfections and colour variations may appear by nature. For more information, please visit our FAQ.

Bubepalace is not responsible for parcels that are left outside in the heat, cold or rain for a long period of time. 

Lost and stolen parcels

Once your order has been shipped, we cannot accept responsibility for any lost or stolen parcel. 

We do not issue replacements/refunds on items marked as 'delivered' by postal services or that are unclaimed due to unpaid customs. If your tracking information indicates that the package has been delivered but you did not receive it, please contact us immediately. 

To qualify for an insurance claim for loss packages, customers must have purchased a tracked shipping service. Please reach out to us at bubepalace@gmail.com with your order number and details of your package within 15 days from the date that the package was marked as “delivered” by your postal service.

Parcels returned to sender

We do not accept returns on packages returned to sender because the customer refused to pay the customs.

The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to delivery issues, and no refund is possible. If there are postal fees that need to be paid upon reception of a parcel that is returned to the sender, Bubepalace won't accept these fees and therefore will refuse to get the parcel back.