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Preguntas frecuentes
After placing your order, we get straight to work to get it to you as soon as possible.
CANCEL THE ORDER
It is not possible to cancel an order once confirmed. If you have any questions, contact us via chat or the contact form. If the order is already on its way, you can refuse it at delivery or accept it and request a return.
CHANGE THE DELIVERY ADDRESS
It is not possible to change the delivery address once the order is confirmed. If you have any questions, contact us via chat or the contact form.
MODIFY AN ITEM
It is not possible to add or remove items once the order is confirmed. However, if the order is in Accepted payment status, you can change the size from My account → My orders.
Purchase with account: you can track your order status in My account → My orders.
Guest purchase: you can check your order status on this page.
Note: If your order is prepared from more than one warehouse, you will receive a tracking email for each shipment.
WHERE CAN I FIND THE TRACKING NUMBER?
Once your order has left our warehouses, you will receive an email with the tracking number. If your order is prepared from more than one warehouse, you will not be able to see the tracking in My account → My orders. In that case you will receive an email for each shipment.
WHEN WILL I RECEIVE MY ORDER?
When selecting the shipping method during checkout, you will see the estimated delivery date for your order.
We take special care to ensure your order arrives exactly as you ordered it, but if a problem has occurred, we explain what you can do:
I RECEIVED A WRONG ITEM
Contact us via chat or the contact form with your order number and the reference of the item received in error. We will handle it as soon as possible.
AN ITEM IS MISSING
Contact us with your order number and the reference of the item you have not received.
Note: Please note that some orders arrive in more than one shipment. If this is your case, you will have received a tracking email for each shipment — check that it is not still pending delivery.
I RECEIVED A DEFECTIVE ITEM
Contact us attaching a photo of the defect and your order number.
In the last step of the checkout process, in the order summary, activate the option I need an invoice. A form will open to enter the tax details. Once the purchase is completed, the invoice will be generated automatically with the details provided.
In the last step of the checkout process, in the order summary, you will find the section Do you want your order as a gift? with these options:
- Include a gift receipt — free
- Add a personal message — free
- Gift box — at an additional cost
You can choose one or more options before confirming your purchase.
Note: This option is not available if your order is prepared from more than one warehouse.
It is not necessary to have an account to shop at boboli. During the checkout process you can select the option Order as guest.
Please note that purchases made as a guest do not accumulate boboli club benefits.
In your favourites you can save the items you like most to purchase them later.
HOW DOES IT WORK?
- Click on the heart icon in the product grid or on the detail page of a product to save it.
- View and manage your favourites from the heart icon in the top menu.
- You can create several lists to organise your favourite items.
- To remove a product, select Remove below the item.
Saving a product to your favourites does not guarantee that it will be available later.
Here is how you can change or recover your password and update any details on your account.
HOW TO CHANGE OR RECOVER YOUR PASSWORD
You can change your password at any time from My account → My details.
If you have forgotten your password, go to Password recovery and enter your email. You will receive a link to create a new password. If you do not receive it, check your spam folder.
HOW TO UPDATE YOUR DETAILS
From My account → My details you can view and update your email, address and any other personal details, including your children's details.
You can also manage your subscription to boboli communications from My account → boboli club.
CREATE AN ACCOUNT
You can create your account in less than 1 minute from Create account.
With your boboli account you will be able to:
- Check the status of your orders and returns in one place.
- Shop faster — you will only need to add your details once.
- Save your favourite items in your wishlist.
- Enjoy the benefits of the boboli club: birthday coupons, exclusive discounts and much more.
LOG IN
If you already have an account, you just need your email and password to access it from Log in.
You can pay for your order with the following methods:
- Credit or debit card (Visa / Mastercard)
- PayPal
- Amazon Pay
- Klarna
- boboli Gift Card
Save a card
During the payment process you can tick the option Remember for my next payment to save your card and not have to enter it for future purchases.
You can view and manage your saved cards from My account → My cards.
All transactions are managed through a secure payment gateway. Your bank details are protected at all times and are never stored on our servers.
Payment is made at the moment you confirm your order.
If you have had a problem making the payment, check that the details entered are correct. If the problem persists, contact us via chat or the contact form.
You can redeem your coupon or discount code in two ways:
- In a physical store: present it at the till before making payment.
- In the online store: enter the code in the Promotional code field during the purchase process. The discount will be applied automatically.
My code does not work
Check that the code is written correctly and has not expired. If it is a personal coupon (such as the birthday bonus or member discount), remember that you must be logged into your account to be able to apply it. If the problem persists, contact us via chat or the contact form with the code and we will help you resolve it.
If you have a problem with the delivery of your order, we explain what you can do according to each case:
I WAS NOT AT HOME WHEN THEY ATTEMPTED DELIVERY
The courier will leave a notice with instructions to arrange a new delivery. Contact the courier directly to agree on a new date or collection point.
Note: boboli cannot manage redelivery attempts directly — it is necessary to contact the courier.
I HAVE NOT RECEIVED MY ORDER
If more days have passed than the indicated delivery time, first check the shipment status in the tracking email you will have received. If the problem persists, contact us via chat or the contact form with your order number.
MY ORDER APPEARS AS DELIVERED BUT I HAVE NOT RECEIVED IT
Check if someone at your home has collected it or if the courier has left it at a collection point. If the problem persists, contact us with the order number.
WE CANNOT SEND YOUR ORDER OR PART OF IT
If an item in your order is not available, we will refund the corresponding amount to the original payment method.
I RECEIVED AN ITEM THAT DOES NOT HAVE THE EXPECTED QUALITY
Contact us attaching a photo and the order number. We will handle the matter with the quality team as soon as possible.
You can see the available shipping options, their cost and the estimated delivery date during the checkout process.
HOME DELIVERY
- Delivery time: 2 to 6 working days
- Cost: check our Transport and deliveries page or the checkout process for the rates applicable to your country.
- Free for orders over [free_shipping_from].
Note: Delivery times may vary during sale and promotional periods. During periods of high demand, some shipping options may not be available.
We ship within the territory of each of our markets. During the checkout process you will be able to see if your delivery address is available, or you can check it in the Transport and deliveries section.
Some orders are prepared from more than one warehouse. This means that it is possible that you receive your order in more than one shipment and on different dates.
If this is your case, you will receive a tracking email for each shipment with the necessary details to track it.
If the purchase did not meet your expectations, you can return it.
CONDITIONS FOR RETURNING A PRODUCT
- No more than [return_days] days have passed since the delivery date.
- The items are in perfect condition and retain all their original labels.
- The original shipping costs will not be refunded.
- Returns are always free of charge.
HOME COLLECTION
- If you have an account, go to My account → My orders and follow the steps.
- If you purchased as a guest, manage your return from this page.
We will send a courier to collect your order within the next 24-48 working hours.
Note: During periods of high volume, some of these options may not be available.
We will proceed with the refund after receiving and checking the condition of the returned products.
REFUND FOR AN ONLINE RETURN
The refund will be made to the same payment method used for the purchase. Once the return is approved, you will receive a confirmation email and the amount will appear in your account within a few days, plus your bank's processing time.
IS MY REFUND AMOUNT INCORRECT?
Contact us via chat or the contact form with your order number and the amount received. We will respond as soon as possible.
REFUND FOR AN ORDER PAID WITH GIFT CARD
If you paid with a Gift Card and make a return, the refund will be credited to the same Gift Card.
If a product did not meet your expectations, you can exchange it online.
ONLINE EXCHANGE
We do not carry out direct exchanges in the online store. You must process a return and place a new order with the desired product.
You can return an order with a gift receipt online. It must be managed by the person who gave the gift from their account, accessing My account → My orders. The refund will be made to their original payment method.
For hygiene reasons, some products need to meet specific conditions in order to be returned:
- Underwear (knickers and boxers) — returns are not accepted, in accordance with current consumer protection regulations.
- Swimwear — must retain the original packaging and security seals.
Returns and refunds
If the purchase did not meet your expectations, you can return it.
CONDITIONS FOR RETURNING A PRODUCT
- No more than 30 days have passed since the delivery date.
- The items are in perfect condition and retain all their original labels.
- The original shipping costs will not be refunded.
- Returns are always free of charge.
HOME COLLECTION
- If you have an account, go to My account → My orders and follow the steps.
- If you purchased as a guest, manage your return from this page.
We will send a courier to collect your order within the next 24-48 working hours.
Note: During periods of high volume, some of these options may not be available.
We will proceed with the refund after receiving and checking the condition of the returned products.
REFUND FOR AN ONLINE RETURN
The refund will be made to the same payment method used for the purchase. Once the return is approved, you will receive a confirmation email and the amount will appear in your account within a few days, plus your bank's processing time.
IS MY REFUND AMOUNT INCORRECT?
Contact us via chat or the contact form with your order number and the amount received. We will respond as soon as possible.
REFUND FOR AN ORDER PAID WITH GIFT CARD
If you paid with a Gift Card and make a return, the refund will be credited to the same Gift Card.
If a product did not meet your expectations, you can exchange it online.
ONLINE EXCHANGE
We do not carry out direct exchanges in the online store. You must process a return and place a new order with the desired product.
You can return an order with a gift receipt online. It must be managed by the person who gave the gift from their account, accessing My account → My orders. The refund will be made to their original payment method.
For hygiene reasons, some products need to meet specific conditions in order to be returned:
- Underwear (knickers and boxers) — returns are not accepted, in accordance with current consumer protection regulations.
- Swimwear — must retain the original packaging and security seals.