Frequently asked questions
Below are a few questions we get asked quite frequently but more detailed information is available in our Terms & Conditions.
Shipping and delivery
Q. How much is postage & packaging?
A. Cost start at £2.95 for large orders (such as gift boxes) send ‘Signed For’ 2nd class Royal Mail Service*. Exact postage costs are made clear during the checkout process.
Q. Has my order been shipped?
A. As soon as we have handed your order to Royal Mail we’ll email you to let you know it’s on its way.
Q. How do I track my order?
A. When we dispatch your order we will email you to confirm this action and provide a tracking number when available. Royal Mail tracking for this service will tell you when your goods were posted, when they were delivered and who signed for the goods.
Q. My order hasn’t arrived; why might that be?
A. Royal Mail 2nd class generally takes about 3-5 working days from dispatch. On occasion however, Royal Mail may experience delays during instances such as poor weather conditions or seasonal fluctuations in volumes, but any delays our outside of our control. There will be a tracking number on your dispatch confirmation email and you can check your basic status (outlined above) on the Royal Mail website. Let us know if your goods have not been received within five working days and we will follow up with Royal Mail.
Q. Do you ship outside the UK?
A. We normally only deliver to UK addresses but if you do want to deliver a gift outside of the UK then let us know and we can provide a specific shipping quote on which you can make a decision to progress.
Order process and receipt of goods
Q. I think I may have made a mistake when I ordered, can I cancel?
A. Email us straight away at firstname.lastname@example.org if you think you have made a mistake and we can check/correct your order or provide a full refund as long as your order hasn’t been dispatched.
Q. Something is missing from my order, what should I do?
A. We take every care to ensure that we pack orders accurately but on occasion errors do happen. If you have a query or think something might be wrong, email us at email@example.com.
Q. How do I get a copy of my order details?
A. As soon as your order is placed and the payment has cleared, you will receive a confirmation email of your order.
Q. My products aren’t what I expected, can I get a refund?
A. We do our very best to ensure images and descriptions are correct and provide an accurate account of our products but understand that on a rare occasion you may be unhappy. Please email us your concern with and we can arrange a refund for the cost of the product once it is returned to us provided the goods have remained in their original packaging and are received back by us in the condition they were sent in. Unfortunately, Bonnie Boo Gifts cannot cover your return postage costs in this scenario.
Q. I received the wrong product, what do I do?
A. We take great care when packing order but on a rare occasion a mistake can happen, so please contact us as soon as possible and we’ll discusses the return/replacement /refund with you and get the situation resolved as soon as possible.
Payments and account
Q. How do I create an account?
A. You can create an account from a link at the top right of the Bonnie Boo home page. An account will allow you to view the details of all your previous orders.
Q. I have forgotten my password, how can I access my account?
A. Don’t worry, on the log in page there is an option to reset your password at any time.
Q. I have a voucher code to use, where do I enter the voucher code when I buy?
A. After you have placed your products in your basket you’ll go through to a page to check your order. This is where the shipping cost is added and you’ll also see a box to key in your voucher code. You must enter the code using the correct case and the discount will show as a deduction against the total.
Q. How do I contact Bonnie Boo Gifts?
A. The best way to contact Bonnie Boo Gifts is via email at firstname.lastname@example.org or you can call us on 07711 107436. If we can’t get to the phone immediately we’ll call you back as soon as we can.