Return & Refund Policy
How to return
As part of our commitment to reducing our carbon footprint, our return instructions are paper free. This benefits our customers, our people and our planet.
Booking your return is free and easy. Here’s what you have to do:
If you have an account, go to ‘Orders and Returns’. If you placed your order as a guest click here – you will need to provide your order reference and email address. If you encounter any issues contact my returning mail – [email protected]
Find the order you want to return and click ‘Return Item’.
Select each item and your reason for returning.
Place each item inside a Bacasona.com box with all original packaging.
Prepare your package by attaching your return label to the outside of your Bacasona.com box.
We are pleased to offer a free return collection service to all customers for any purchases that meet our returns policy.
Your returned item must arrive at a Bacasona.com partner boutique or brand that was ordered no later than 14 days after your delivery date. We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it reaches the relevant Bacasona.com partner’s location within 14 days.
When I return your order, you are obviously returning a new product in the same category again.
To book return pick-up:
If you have an account, or if you ordered as a guest, go to ‘My Orders and Returns’, click here.
Select a return ‘by courier’ and select the item to return.
Confirm your pickup address and convenient collection time.
We will send you a collection confirmation email with all the details needed to complete the return. If you are returning items to more than one Bacasona.com partner, you will need to request a separate collection for each in your Bacasona.com account or if you have placed your order as a guest.
Just to let you know, we can only offer free return pick-up from the country where your order was placed.
Return to drop-off point
Our service allows you to return your online order at certain Bacasona.com partner stores or at a courier drop-off point near you. Simply select the ‘drop-off’ option in your Bacasona.com account, or click here if you placed your order as a guest, and prepare your package with the documents included with your order. Return to your chosen location and we’ll do the rest.
Return to america
Returns in the US can easily be dropped on UPS, FedEx or DHL, depending on the origin of your package. All you have to do is go to ‘Orders and Returns’ if you have an account or, if you placed your order as a guest click here, check the courier on the return label inside your Bacasona.com box and find the nearest drop – Off point for that courier. You can also choose to return your package to a participating Bacasona.com partner by selecting the ‘in-store’ return option instead.
Returned items must comply with our return policy:
Items must be returned undamaged, damaged and unused, with all tags attached and in the original packaging.
Blankets and Dresses must be returned with the original branded box and dust bag where provided, and placed inside a protective outer box for shipping.
If an item has a Bacasona.com security tag or brand tag attached, it must be returned along with the tag in its original condition.
Please use caution when attempting your purchase and return them in the same condition as you received them. Any return that does not meet our policy will not be accepted.
If you have processed your order through Guest Checkout, please contact our friendly customer service to initiate your return. To return or cancel an item that is made to your specifications, please see our ‘Customized Items’ section below for more information.
Cancel an order
Depending on where you live, you may also choose to cancel your order under the CCR (Consumer Agreement (Notice, Cancellation and Additional Charges) Regulations 2013). If you choose this option, we will refund you full price for any returned item that meets our return policy and the original delivery fee; However, you will be responsible for the cost and arrangement of returning the item(s) to the Bacasona.com partner(s) that you ordered.
Please refer to our Terms and Conditions for more information on cancellation of orders under CCR or contact our Customer Service Consultants for assistance.
Once your return is received and accepted by our partner, your refund will be in full via the original payment method, excluding delivery costs. We will keep you updated every step of the way. You can follow up on the return of your package with our carrier by using the tracking number on your return label, or you can check the status in My Account under ‘Orders and Returns’.
If you are eligible, we may be able to issue your refund as a Bacasona.com credit if you wish; The amount will be easily applied at checkout the next time you shop with us.
We aim for every item to be in good condition and we hope that you will always be thrilled with your purchase. If you receive an item in defective or damaged condition, or if it does not exactly match the description on the site, please notify customer service as soon as possible. Where possible we will arrange to send you a new replacement or a refund for a full refund of the defective item.
Email [email protected]
Phone: +1 (267) 206-5167