Shipping policy

Shipping Policy

Last updated: 20.07.2026

This Shipping Policy explains how BONQUERÉ processes, dispatches and delivers orders placed through the BONQUERÉ online store.

The seller is:

BONQUERÉ Group s.r.o.

Registered office: Varšavská 715/36, Vinohrady, 120 00 Praha 2, Czech Republic

Company registration number: 29575656

VAT number: coming soon

Customer service email: customer.care@bonquere.com

Nothing in this policy limits any mandatory rights available to consumers under applicable European Union or national law.

1. Shipping destinations

We currently ship to:

[LIST OF COUNTRIES OR REGIONS SERVED]

Available shipping methods, delivery estimates and charges may vary depending on:

destination country;
delivery postcode;
order value;
parcel weight and dimensions;
selected carrier;
availability of tracked, express or collection-point services; and
customs or regulatory restrictions.

The shipping methods available for a specific address will be displayed at checkout before the order is submitted.

We reserve the right not to deliver to certain locations where delivery is unavailable, commercially impracticable, restricted by law or associated with an unacceptably high risk of loss or fraud.

2. Order processing time

Orders are normally processed within:

[NUMBER] business days

after payment has been authorised and the order has been accepted.

Business days exclude:

Saturdays;
Sundays;
public holidays in Czechia;
carrier holidays; and
announced warehouse closures.

Orders placed after 00:00 Central European Time (CET) may be treated as received on the next business day.

Processing time is separate from carrier transit time.

During launches, promotions, public holidays or unusually high order volumes, processing may take longer. Where a material delay is known, we will provide updated information as soon as reasonably possible.

3. Order confirmation and acceptance

After you place an order, you should receive an electronic order confirmation.

That confirmation acknowledges receipt of the order but does not necessarily constitute final acceptance where:

payment authorisation is pending;
product availability must be verified;
the order is flagged for fraud review;
pricing or inventory information contains an obvious error; or
delivery to the requested destination is not possible.

The purchase contract is formed in accordance with our Terms of Service.

4. Shipping methods and delivery estimates

Available shipping methods may include:

standard tracked delivery;
express tracked delivery;
delivery to a collection point or parcel locker;
local or regional courier services; and
other methods displayed at checkout.

Estimated delivery times are shown at checkout where available.

Unless expressly stated otherwise, delivery estimates:

begin after the order has been processed;
are calculated in business days;
are estimates rather than guaranteed delivery dates; and
may be affected by carrier capacity, weather, customs, public holidays, industrial action or other events beyond our reasonable control.

Where an exact or guaranteed service is offered, its specific terms will be displayed at checkout.

5. Statutory delivery period

Unless a different delivery period has been expressly agreed, we will deliver goods without undue delay and no later than 30 days after the contract is concluded.

If delivery cannot be completed within the agreed period or within 30 days where no other period was agreed, you may ask us to deliver within an additional reasonable period.

If we fail to deliver within that additional period, you may be entitled to terminate the contract and receive reimbursement.

An additional period may not be required where:

we have refused to deliver;
delivery by a specific date was essential; and
you informed us before purchase that the delivery date was essential.

These rights are subject to applicable mandatory consumer law.

6. Shipping charges

Shipping charges are calculated and displayed before you complete checkout.

The amount may depend on:

destination;
order value;
selected shipping method;
parcel weight or dimensions;
carrier surcharge;
remote-area surcharge; and
applicable taxes.

You will not be charged for an optional premium service unless you expressly select it.

Any free-shipping threshold will be shown at checkout or in the applicable promotion terms.

Where free shipping applies, it normally applies only to the least expensive eligible shipping method unless stated otherwise.

EU rules require the full purchase price, including delivery and related charges, to be communicated before purchase. Optional additional services require the customer’s express agreement.

7. Taxes, VAT, customs duties and import charges

Deliveries within the European Union

Prices and taxes will be handled in accordance with applicable VAT rules.

Where VAT is included in the displayed price, this will be indicated at checkout or in the order documentation.

Deliveries outside the European Union

For destinations outside the European Union, orders may be subject to:

import VAT;
customs duties;
handling charges;
brokerage charges; or
local administrative fees.

Unless the checkout expressly states that duties and taxes are included, the recipient is responsible for charges imposed by the destination country.

Customs authorities may require additional recipient information, such as a tax identification number, personal identification number or import declaration.

We are not responsible for delays caused by customs clearance, provided we have fulfilled our own obligations and supplied accurate shipping documentation.

8. Delivery duties model

Orders may be shipped on one of the following bases:

Duties paid

Where checkout states that duties and taxes are included, BONQUERÉ or its logistics provider will arrange payment of the applicable import charges.

Duties unpaid

Where checkout does not state that duties and taxes are included, the recipient may be required to pay import charges before delivery.

The applicable model should be clear at checkout. If it is unclear, contact customer.care@bonquere.com before placing the order.

9. Address accuracy

You are responsible for providing a complete and accurate delivery address.

Please check carefully:

recipient name;
street and building number;
apartment or unit number;
postcode;
city;
country;
telephone number, where requested; and
email address.

If you identify an error, contact us immediately at customer.care@bonquere.com.

We will try to amend the address before dispatch, but changes cannot be guaranteed once fulfilment or carrier processing has begun.

We are not responsible for delay or non-delivery caused solely by an incomplete or incorrect address supplied by the customer, except where mandatory law provides otherwise.

Additional costs caused by re-routing, re-shipping or address correction may be charged where legally permitted and clearly explained.

10. Delivery to parcel lockers or collection points

Where a parcel-locker or collection-point service is selected:

the customer is responsible for choosing the correct location;
the carrier may impose a collection deadline;
identification or a collection code may be required; and
an uncollected parcel may be returned to us.

Failure to collect a parcel does not automatically constitute a valid withdrawal from the contract.

If you no longer want the order, you should also notify us clearly in accordance with our Return and Refund Policy.

11. Tracking information

Where tracked delivery is available, tracking details will normally be sent by email or made available through the order-status page.

Tracking may take some time to update after the parcel is handed to the carrier.

A tracking status such as “label created” does not necessarily mean that the parcel has entered the carrier’s physical network.

If tracking has not updated for an unusually long period, contact us at customer.care@bonquere.com.

12. Delivery attempts

The carrier may make one or more delivery attempts, leave the parcel:

at a collection point;
in a parcel locker;
with a neighbour;
in an authorised safe place; or
at another location permitted by the customer or carrier terms.

Where possible, the carrier will provide delivery instructions or notifications.

Customers should follow carrier notices promptly to avoid return of the parcel.

13. Risk of loss or damage

Where BONQUERÉ selects or contracts the carrier, responsibility for loss or damage remains with BONQUERÉ until the goods are physically received by you or by a person designated by you, other than the carrier.

If you independently appoint a carrier that was not offered by BONQUERÉ, risk may pass when the goods are handed to that carrier, to the extent permitted by law.

EU consumer rules generally place transport risk on the seller where the seller arranged the carrier.

14. Damaged parcels

Inspect the parcel and goods as soon as reasonably possible after delivery.

If the parcel appears visibly damaged:

photograph the outer packaging before opening it;
photograph the shipping label;
photograph the product and internal packaging;
retain all packaging; and
contact us promptly at customer.care@bonquere.com.

Where practical, note visible damage with the carrier at the time of delivery.

Failure to report immediately does not automatically remove statutory rights, but prompt notice helps us investigate the carrier claim.

If the goods themselves are damaged, defective or not in conformity with the contract, the remedies described in our Return and Refund Policy apply.

15. Missing items

If part of your order is missing:

Check the dispatch confirmation to see whether the order was split into multiple shipments.
Inspect the packaging carefully.
Contact us at customer.care@bonquere.com.
Provide the order number and details of the missing item.

We may ask for photographs of the parcel, packaging and shipping label to support an investigation.

16. Lost shipments

If tracking indicates an unusual delay or the parcel appears lost, contact us at customer.care@bonquere.com.

We may need to open an investigation with the carrier before issuing a replacement or refund.

Where BONQUERÉ bears the transport risk and the shipment is confirmed lost, we will provide an appropriate remedy, which may include:

replacement, subject to availability; or
reimbursement.

The customer is not required to resolve a carrier dispute directly where BONQUERÉ arranged the delivery.

17. Tracking marked delivered but parcel not received

If tracking shows delivery but you cannot locate the parcel:

Check the delivery location, entrance, reception area and any authorised safe place.
Ask household members, neighbours or building reception.
Review carrier delivery evidence.
Contact the carrier promptly.
Notify BONQUERÉ at customer.care@bonquere.com.

We may request a signed non-receipt declaration or other reasonable information to support the investigation.

A carrier scan alone will not always be treated as conclusive where there is credible evidence of non-delivery.

18. Delayed deliveries

Carrier transit delays may occur due to:

severe weather;
customs processing;
public holidays;
industrial action;
transport disruption;
high seasonal volume;
address problems;
security restrictions; or
events beyond reasonable control.

We will provide available information and, where appropriate, assist with a carrier investigation.

This does not remove statutory rights relating to late or failed delivery.

19. Refused or uncollected parcels

If a shipment is refused or not collected, it may be returned to us.

Once received and inspected, we will process any amount due in accordance with our Return and Refund Policy.

Where permitted by law, we may deduct reasonable direct costs caused by:

return-to-sender charges;
duplicate shipping;
customs charges caused by refusal; or
failure to collect without valid reason.

We will not impose arbitrary penalties or restocking fees.

Refusing or failing to collect a parcel does not necessarily constitute valid notice of withdrawal.

20. Re-delivery

If a parcel is returned because of:

an incorrect address;
failure to collect;
refusal without valid withdrawal notice; or
inability to deliver caused by customer-provided information,

we may offer re-delivery subject to payment of reasonable additional shipping costs.

Where the failure was caused by BONQUERÉ or its carrier, re-delivery will be arranged without additional charge.

21. Split shipments

An order may be delivered in more than one parcel where:

products are stored in different locations;
inventory becomes available at different times;
parcel-size limits apply; or
split delivery improves fulfilment.

You will not be charged additional shipping fees solely because we choose to split an order, unless separately agreed.

Tracking may be provided for each parcel.

22. Pre-orders and made-to-order goods

Where a product is sold as a pre-order or made-to-order item:

the estimated dispatch window will be displayed on the product page or at checkout;
the estimate may differ from standard processing times;
an order containing both available and pre-order items may ship together or separately; and
delays will be communicated where reasonably possible.

A pre-order estimate does not override mandatory consumer rights.

23. Product availability

Inventory is subject to availability.

If an item becomes unavailable after the order is placed, we may:

cancel the unavailable item;
offer an alternative;
delay shipment with your agreement; or
cancel and refund the affected amount.

We will not substitute a materially different product without your consent.

24. Delivery restrictions

Certain items may be subject to restrictions due to:

destination-country law;
carrier limitations;
sanctions;
customs rules;
hazardous-material classifications;
product composition;
parcel dimensions; or
insurance limitations.

If we cannot lawfully or practically deliver an item, we will notify you and provide the appropriate refund.

25. Force majeure and events outside reasonable control

We are not responsible for delay caused by events outside our reasonable control, including:

natural disasters;
war or civil unrest;
government action;
epidemic or pandemic restrictions;
carrier network disruption;
customs system failures;
industrial action;
power or telecommunications outages; or
severe weather.

We will take reasonable steps to minimise disruption and communicate material delays.

This provision does not exclude rights that cannot legally be excluded.

26. Cancellation before dispatch

You may request cancellation before dispatch by contacting customer.care@bonquere.com.

We will try to accommodate the request, but cannot guarantee cancellation after fulfilment has begun.

If the parcel has already been dispatched, the Return and Refund Policy will apply.

27. Delivery dates for special events

If delivery by a particular date is essential, you must inform us before placing the order and receive express confirmation from us.

Standard delivery estimates should not be relied upon for weddings, events, travel or other date-critical needs unless we expressly confirm the deadline.

Under EU rules, where a specifically agreed delivery date is essential and is missed, the consumer may be entitled to terminate without granting an additional delivery period.

28. Business customers

Certain consumer-law protections described in this policy apply only to individuals acting outside their trade, business, craft or profession.

Business customers may be subject to separate delivery, risk and claims terms.

Nothing in this section excludes rights that cannot lawfully be excluded.

29. Fraud prevention and security checks

Orders may be delayed while we perform reasonable fraud-prevention or identity checks.

We may contact you to confirm: