Customer care

BOIR ships in Europe. If you cannot check out due to shipping limitations, please feel free to contact us, and we will do our best to arrange shipping.

Should you wish for delivery to a country that does not appear in the dropdown menu, please contact us for a possible solution. Depending on the order in question, delivery will take place by courier or shipping agent. This information will be provided on the delivery note you will receive when the order has been dispatched from our warehouse.

In the boir.store web shop, all prices are stated in EURO. All prices are inclusive of local VAT. An additional shipping cost will be added on all orders. Estimated shipping costs will be indicated when your shopping cart is ready to check out. The effective price will be stated in the collective order overview prior to your acceptance of the order. Any redelivery owing to your failure to collect your parcel from a collection point or owing to your absence at the agreed delivery time and place will occur at your expense.

Payment of purchases made via the web shop can be made by the following means: PayPal

The amount will be reserved when the order is placed but will not be withdrawn until the order is dispatched. In the case of special items made to order, payment will be withdrawn at the initiation of the manufacturing process. BOIR does not operate with payment fees. The final invoice will be forwarded per e-mail immediately before delivery of the order.

Europe: The shipping costs will be calculated at checkout depending on the size and weight of the items in your order. 

Other destinations: For delivery to a country that does not appear in the dropdown menu, please contact us directly for a possible solution via our customer service email info@boir.store. The shipping costs will be calculated depending on the location and size and weight of the items in your order. 

Please note  you are solely responsible for any additional taxes and customs charges upon delivery.
BOIR reserves the right to fully refund and cancel shipping orders outside of the EU. Import duties may be imposed by your own country. We have no control over these charges and cannot predict what they will be or how long any delay at customs will be.

You can place online orders around the clock. We process orders Monday to Friday between 8 a.m. and 4 p.m. Orders made outside this period will be processed the following working day. Select the items you wish to buy and add them to the shopping basket. Right up to the point of actual ordering, you are able to amend the contents of the shopping basket and can continuously check these as well as product prices. You are responsible for the accuracy of the customer information you enter as an element of a purchase.

When you place an order, we will initially send you an order receipt via e-mail. Please note that this receipt does not constitute an order confirmation and that, at that point in time, we shall not be bound by your order. The final agreement between you and BOIR will not be entered into until BOIR forwards an order confirmation per e-mail to confirm that the order is binding. You will receive a delivery notification via e-mail when your order is dispatched from our warehouse.

We strive to deliver your order as soon as possible. Please note that these timeframes apply to in-stock items. Made to order and pre-order items ship with different timeframes as specified on the product page. We do not guarantee that all the items available at boir.store are in stock at the time of your order. If we are out of stock of any items in your order, we will contact you by e-mail.

Standard handling time for all items is 1-4 business days and is not inclusive of the shipping timeframes provided below. These timeframes are approximate and do not account for shipping delays. Occasionally, shipments may fall outside the listed timeframes if an item is considered specialty. 

Courier deliveries are distributed by DPD or Croatian Post.

Depending on method of delivery, courier transport of stocked products will take place to an address or depot 1-7 working days from the date of the confirmed dispatch date. All days are quoted in business days. This excludes weekends and holidays.

BOIR reserves the right to select the shipment method that best transports the package. This can occasionally result in longer shipment times, in which case you will be notified. 

Once the order has been placed, BOIR will send you an order confirmation, followed by a tracking e-mail once the package has been sent.

We cannot reroute packages or change the contents of your orders once they have been shipped, so please ensure your shipping details, personal information, and selected items are accurate at the time of checkout. Home delivery is curbside and must be collected at the front door of your building/home.

For deliveries through a shipping agent, a legally competent recipient granted power of attorney by you must be present to sign for the receipt of the product(s). Upon receipt of your order, it is important that you check that you have received the correct product(s) and inspect them for potential damage. If everything is as anticipated, the shipping agent will ask you to sign for the delivery.

If the packaging is damaged or shows other visible signs of defects, your signature on the bill of carriage shall be qualified (i.e. acceptance for receipt only) subject to reservation in respect of potential damage to the contents.

If, after unpacking, a product is damaged or defective, please contact our support at info@boir.store to find a solution. Due to verification procedures, you should contact our sales support no later than five days after receipt.

If you regret your purchase, you are entitled to a refund. Any used or damaged products that are not reported as a claim will not be refunded.

During 30 days following the delivery of your order, you may request the refund of regular-priced items, which you must return to us in unused condition accompanied by the original invoice. For items purchased with a promotional voucher or at a discount, you have 14 days to request a refund. All items that are custom, bespoke, or made upon request are a final sale.

The cost of returning your order will not be covered by BOIR.

You will be held liable for any damage that may occur in transit.

Returns can only be made as described in BOIR Online Store’s instructions below.

FOR RETURNS PLEASE FOLLOW THE PROCEDURE AS DETAILED BELOW:

1. Gather the necessary information: Find your order number, purchase receipt, or any other relevant details related to the product you want to return. This information will help the support team locate your order quickly.

2. Contact our support team by sending an email to info@boir.store. Prepare a clear message explaining that you would like to return a purchased product. Include your order number or any relevant details, the reason for the return, and whether you would like a refund or an exchange.

3. Our team will reach out to you shortly with a return authorization and further instructions. We may ask for additional information while guiding you through the return process.

4. Package the product: Once you have received all necessary instructions, carefully package the product you want to return.

• Products must be returned in their original packaging and in its original condition.
• Returns will only be accepted if labels and original packaging are fully intact and in a re-sellable condition.
• Online Store cannot accept returns where labels have been removed or products opened.

5. Ship the package: Follow the provided instructions for returning the product. Before shipping, please send a photo proof of the product and original packaging. Ensure that the package is securely sealed and labeled with the return address and any required tracking information. You will be held liable for any damage that may occur in transit.

6. Refunds for returned merchandise will be made within two weeks from the date of receipt of the product. Unless otherwise agreed, we shall refund the amount to the original payment method used. We are entitled to hold back payment until we have received the product unless you can provide us with documentation of having returned the product.

The cost of returning your order will not be covered by BOIR. Note that the original shipping cost, duties, and/or taxes will not be refunded. For countries within the EU, VAT will be included in the refund.

Product return address:
BOIR
Ilica 105
10020 Zagreb
Croatia

We only accept parcels sent directly to the above address.

All exchanges are subject to availability. If we have the item you wish to exchange in stock, we are happy to facilitate an exchange for you.

Faulty items will be replaced by the same type of product, subject to availability. Refunds for faulty items can be made within the 30-day period following delivery.

The cost of return shipping in the case of an exchange is to be covered by the purchaser. We are unable to provide prepaid shipping labels for returns at this time.

If you were to be unsatisfied with your purchase contact info@boir.store

You will be held liable for any damage that may occur in transit.

Exchanges can only be made as described in BOIR Online Store’s instructions below.

FOR EXCHANGES PLEASE FOLLOW THE PROCEDURE AS DETAILED BELOW:

1. Gather the necessary information: Find your order number, purchase receipt, or any other relevant details related to the product you want to exchange. This information will help the support team locate your order quickly.

2. Contact our support team by sending an email to info@boir.store. Prepare a clear message explaining that you would like to exchange a purchased product. Include your order number or any relevant details, the reason for the exchange.

3. Our team will reach out to you shortly with an exchange authorization and further instructions. We may ask for additional information while guiding you through the exchange process.

4. Package the product: Once you have received all necessary instructions, carefully package the product you want to exchange.

• Products must be returned in their original packaging and in its original condition.
• Exchanges will only be accepted if labels and original packaging are fully intact and in a re-sellable condition.
• Online Store cannot accept exchanges where labels have been removed or products opened.

5. Ship the package: Follow the provided instructions for returning the product for exchage. Before shipping, please send a photo proof of the product and original packaging. Ensure that the package is securely sealed and labeled with the return address and any required tracking information. You will be held liable for any damage that may occur in transit.

The cost of return shipping in the case of an exchange is to be covered by the purchaser. We are unable to provide prepaid shipping labels for returns at this time.

Product return address:
BOIR
Ilica 105
10020 Zagreb
Croatia

We only accept parcels sent directly to the above address.

Please note that many of our products are hand-made and therefore each possess unique characteristics. Small imperfections are often inherent to the natural materials we work with and are what makes each piece unique. However, if your item arrives damaged in any way we urge you to reach out to us immediately.

Damaged goods must be reported immediately upon receipt of goods.

Faulty items will be replaced by the same type of product, subject to availability.

If your item(s) appear to be damaged or have been broken during transportation, please submit a claim request.

HOW TO SUBMIT A CLAIM?

1. Gather the necessary information: Find your order number, purchase receipt, or any other relevant details related to the damaged product. This information will help the support team locate your order quickly.

2. Contact our support team by sending an email to info@boir.store. Upload a photo of the damage, the box, and item label and describe the issue.

3. Our team will reach out to you shortly with further instructions. We may ask for additional information while guiding you through the process.