FAQ

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

Orders

How do I return my order?

Follow the on-screen instructions to complete your purchase. You can correct data, modify your cart, or cancel your order at any time before clicking“Pay.”By clicking“Pay,”you confirm that you have read and accepted our Terms and Conditions.

I have not received any confirmation email, what should I do?

After completing your order, you’ll receive a confirmation email automatically. If you don’t see it in your inbox, please check your spam folder. Still missing? Contact us at hello@boaxstudio.com.

I received a defective item, what should I do?

Send an email tohello@boaxstudio.com including your order number, clear photos of the item, and a description of the issue. Let us know if you prefer a replacement or a refund.

I have received the wrong item, what should I do?

Please contact us within 14 days of receiving your order at hello@boaxstudio.com, providing your order number and a short description of the problem. Our team will help you with the return or exchange process.

Can I cancel or modify my order?

Once an order is placed, it’s automatically processed for shipment. We cannot guarantee cancellations or changes, but please contact us athello@boaxstudio.comas soon as possible and we’ll do our best to assist you.

Shipping & delivery

When will I receive my order and how much does shipping cost?

Free delivery on all items from €89 to mainland Europe. Other shipping fees vary by region and are displayed during checkout. Please note that processing may take longer during high-demand periods or promotions.

How many days before I get my package

Typical 2-3 days but due to unforeseen circumstances this could be a little longer.

How can I track my order?

Once you have placed your order you will receive regular information by e-mail about the steps completed, you will also receive an e-mail alert when your order leaves our warehouse with the tracking number of the transport company and a link, which you can use to check the progress of the shipment.

What if I’m not home at the time of delivery?

If the carrier is unable to deliver your package after several attempts, it will be returned to our warehouse. You’ll receive a refund for the product (shipping fees are usually non-refundable).

Do I have to pay customs duties or import taxes?

For international orders, customs or import duties may apply. These charges are the responsibility of the customer. Boax_studio is not liable for customs delays or additional fees.

Returns & Exchanges

How do I return an item?

Send your order number and email address to hello@boaxstudio.com to request a return.
Select the item, size, and reason for return. You’ll receive a return label by email.
Pack the product in its original shoebox, then in the outer shipping box. Items must be in perfect condition, unworn, and with original packaging and labels.
Once received and inspected, your refund will be processed within 10–20 business days (depending on your bank).

Can I exchange an item?

Yes — size or model exchanges are handled through the same return process.

Are there return costs?

If you want to exchange your order then the return costs are covered by Boax. If you just want a return then the return costs will be for the account of the costumer.

What are the return conditions?

Items must be unworn and undamaged.
Include original packaging, box, and labels.
Return requests must be made within 14 days of delivery.
During promotions or sales, we do not accept refund request, only exchanges are possible.