Customer service

Help with orders, delivery, sizing and returns.

This page is a working customer-care draft for Bokja. The tone and structure are ready, but the facts marked [confirm] must be approved before launch.

Orders

Order support

After checkout, you will receive an order confirmation by email. If it does not arrive within one hour, check your spam folder, then contact the team with the name and email used at checkout.

Orders begin processing once payment is confirmed. Address changes or cancellations must be requested as soon as possible and may not be possible once an order has been prepared or dispatched.

Delivery

Delivery

Each order is prepared with care. Delivery timing depends on the piece, its location, and whether it is ready to ship or made to order.

Order type Estimated timing Notes
Ready-to-ship pieces [confirm] Dispatch begins after payment confirmation.
Made-to-order pieces See product page Lead times vary by piece and atelier schedule.
International delivery [confirm] Taxes, duties, and customs handling depend on market.

Tracking details will be sent by email once an order has been dispatched. Orders with multiple pieces may arrive separately.

Duties and taxes: [confirm whether Bokja ships delivered-duty-paid for selected markets or whether import costs remain the customer's responsibility].

Sizing guide

Sizing guide

Bokja pieces are often one of a kind, hand-finished, or cut in relaxed shapes. Measurements should be read as a guide, not as industrial uniformity.

Ready to Wear
Compare the listed garment measurements with a similar piece you already own. Product pages should list shoulder, chest, length, sleeve, waist, or hip where relevant.
Homeware
Product pages should list dimensions in centimetres, including width, depth, height, and any useful seat, cushion, or hanging measurements.
Need advice
Contact us with the product name and your usual size or room measurements before ordering.

Exchanges and returns

Exchanges and returns

This policy is a placeholder and must be confirmed before launch. The return window, exchange rules, final-sale rules, and return shipping costs are still open decisions.

Return window
You may request a return within [confirm] days of receiving your order. Pieces must be unused, undamaged, and returned with original tags, packaging, certificates, and documentation.
Made to order
[confirm whether made-to-order, customised, archive, vintage, or one-of-a-kind pieces are final sale, exchange-only, or returnable under limited conditions].
How to request a return
Contact [confirm email or form] with the order number, email used at checkout, product name, reason for return, and photographs if a piece arrived damaged or incorrect.
Refunds
Approved refunds should be issued to the original payment method after the returned piece has been received and checked. Processing time: [confirm].

Contact us

Contact us

For questions about a product, order, delivery, sizing, press, stockists, or a made-to-order request, contact the Bokja team.

Email
[confirm]
WhatsApp
[confirm]
Instagram
@bokjadesign
Response time
[confirm, for example 1 to 2 business days]

The form below can be used for general enquiries.

Legal placeholder

Terms and Conditions

These terms are placeholders and are not approved legal copy. They should be replaced or reviewed once Bokja confirms the legal entity, governing law, payment setup, fulfilment model, returns rules, and made-to-order conditions.

  • Company and contact details: [confirm].
  • Product information and availability: product pages describe each piece as accurately as possible.
  • Prices, taxes, duties, and payment: calculated at checkout according to market and delivery address, [confirm details].
  • Order acceptance and cancellation: [confirm].
  • Delivery, returns, exchanges, and refunds: see the customer-service sections on this page, [confirm final policy].
  • Made-to-order, customised, archive, and one-of-a-kind pieces: [confirm final-sale or return rules].
  • Intellectual property and website content: [confirm legal wording].
  • Governing law and dispute handling: [confirm].

Legal placeholder

Privacy Policy

This privacy section is a placeholder. The final policy must reflect the real data stack, including Shopify, analytics, email marketing, advertising pixels, WhatsApp or customer-service tools, and cookie controls.

  • Controller or company details: [confirm].
  • Information collected: contact details, order details, delivery details, payment status, site behaviour, and messages, [confirm].
  • Use of information: order fulfilment, customer service, fraud prevention, legal obligations, analytics, and marketing where consent is given.
  • Service providers: Shopify, payment providers, carriers, email tools, analytics tools, advertising platforms, and customer-service tools, [confirm].
  • Retention period: [confirm].
  • Customer rights and privacy requests: [confirm contact route].
  • Cookie and marketing preferences: [confirm banner and opt-out mechanism].