SHIPPING & RETURNS
Please review our shipping, customs duties, returns, exchanges and refund policy before placing your order.
Shipping & Delivery
All orders are shipped from Madrid, Spain, using UPS. We always try to prepare and ship orders as efficiently as possible and aim to ship orders within one working day. Processing times may vary during product launches, sales periods or other periods of high demand.
Your order will be delivered to the delivery address you provide when placing your order. Please make sure that your shipping details are complete and accurate before confirming your purchase.
Once your order has been dispatched, you will receive an email with the tracking number of your order.
Delivery times are estimates and begin once your order has been dispatched from our warehouse. Delays may occur due to customs clearance, local carriers, holidays or periods of high demand.
Product prices shown on our website include EU VAT where applicable, but exclude delivery costs. Delivery costs will be automatically added at the cost shown when you view the items in your shopping basket and select your chosen delivery method.
Track Your Order
All orders include a tracking number so you can follow your package after it leaves our warehouse. Your tracking number is sent by email when your order is dispatched from Madrid, Spain.
Tracking information may take a few hours to update after the parcel has been dispatched. If your tracking number is not active immediately, please check again later.
Delivery Issues
If your tracking has not updated, your package appears delayed, or your order has not arrived within the estimated delivery timeframe, please contact us at support@bagouve.com.
Please include your order number and tracking number so we can review the case as quickly as possible. Where appropriate, we will contact the logistics company to open an investigation.
Before confirmed delivery
If the parcel has not been marked as delivered, we will help review the shipment status and request additional information from the logistics company where needed.
After confirmed delivery
If the logistics company confirms that the parcel has been successfully delivered to the delivery address, mailbox, reception, concierge, parcel locker, pickup point, safe place, or any other delivery location selected or authorised for the order, Bagouve is not responsible for theft, loss or disappearance of the parcel after delivery, unless otherwise required by applicable law.
If the parcel is marked as delivered
Please check your mailbox, building reception, concierge, neighbours, parcel locker, pickup point or any safe place where the carrier may have completed the delivery.
In these cases, it is the customer’s responsibility to secure the delivery location and, where necessary, file a claim with the logistics company or local authorities. We will be happy to assist with any information reasonably required for the claim.
We may need photos, written confirmation from your building, a non-receipt statement, or additional information requested by the logistics company to investigate the case.
Duties, Taxes & Import Fees
European Union
For orders shipped within the European Union, no additional customs duties or import fees apply.
Outside the European Union
United States, Canada, Mexico and United Arab Emirates
For orders shipped to the United States, Canada, Mexico or the United Arab Emirates, applicable duties and import fees are calculated and prepaid at checkout. This means that customers in these countries should not be charged additional customs duties or import fees upon delivery.
Other Non-EU Destinations
For orders shipped outside the European Union, excluding the United States, Canada, Mexico and the United Arab Emirates, customers may be required to pay customs duties, import taxes, handling fees or comply with other customs requirements imposed by the destination country.
These charges and requirements are determined by local customs authorities and are the sole responsibility of the customer.
Please note that customs duties, taxes and related fees may be significant. We strongly recommend that customers check the applicable import rules and costs in their country before placing an order.
We are not responsible for customs duties, import taxes, handling fees, customs delays or additional requirements imposed by local authorities.
We are also not responsible for parcels that are delayed, refused, returned or abandoned due to unpaid customs charges or failure to comply with customs requirements.
If a parcel is returned to us due to unpaid customs duties, taxes, fees or non-compliance with customs requirements, any original shipping costs, duties, taxes, import fees, return charges or related costs will not be refunded and may be deducted from any eligible refund, subject to applicable law.
Cancellations & Withdrawal Right
Before dispatch
You may cancel your order at any time before it has been shipped by contacting us at support@bagouve.com.
If your order has already been dispatched, you may request a return once the order has been delivered, provided that the products comply with our Returns Policy.
14-day withdrawal period
Customers have the right to withdraw from their purchase within 14 calendar days from the day after they, or a third party appointed by them, receive the products. This is known as the “cooling-off period” or right of withdrawal.
If you cancel your order, or part of your order, during the 14-day withdrawal period, you must notify us of your decision before the period expires.
After notifying us, you must return the products without undue delay and, in any case, within 14 calendar days from the date on which you informed us of your decision to withdraw from the contract.
We will process any eligible refund as soon as possible and, in any case, within the timeframe required by applicable consumer laws.
Returns Portal
Need to return or exchange an item? To request a return, size exchange or product exchange, please follow the instructions available through our returns portal.
The portal allows us to identify your order, generate the correct return instructions, assign the right return reference and process your request correctly.
All returns and exchanges must be requested through our returns portal before the parcel is sent back to us.
Parcels sent without a return request created through our returns portal may be refused, as they may not be identifiable or processable.
Returned products must comply with the Return Conditions set out below.
If you exercise a statutory withdrawal right by contacting us directly, we may still ask you to complete the return through our returns portal so that we can generate the correct return instructions, carrier label and internal reference.
Return Conditions
Unworn
Products must be unworn, except for trying them on.
Unwashed
Products must not have been washed.
Unused
Products must not show signs of use beyond what is necessary to check their nature, characteristics and fit.
Undamaged
Products must be returned without damage.
Original tags
Products must be returned with all original tags attached.
Products must be returned in the same condition in which they were received and comply with the conditions above.
You have a legal obligation to take reasonable care of the products while they are in your possession.
We reserve the right to reduce the refund if the value of the products has been reduced as a result of handling beyond what is necessary to check their nature, characteristics and fit.
We recommend returning the products in their original packaging, or in suitable protective packaging, to avoid damage during transit.
Returns that do not comply with these conditions may be refused, partially refunded or returned to the customer, subject to applicable law.
Size & Product Exchanges
We accept size exchanges and product exchanges. All exchanges must be requested and processed through our returns portal as a return.
Size exchanges
Once the original product has been returned, received and inspected, and provided that it complies with our Return Conditions, we will process the shipment of the new size at no additional outbound shipping cost.
Product exchanges
Exchanges for other products may also be requested through our returns portal and are subject to product availability. If there is a price difference between the original product and the new product, the exchange may require an additional payment or may result in a partial refund.
Portal required
We do not accept size exchanges or product exchanges that have not been requested, created and processed through our returns portal.
The cost of returning the original item remains subject to our Return Fees & Refund Deductions policy, unless otherwise stated.
Return Fees & Refund Deductions
The customer is responsible for arranging and covering the cost of returning the products to us, unless otherwise stated or required by applicable law.
All returns must be requested through our returns portal before being sent back. Returns that have not been created and processed through our returns portal may be refused if we cannot identify or process the parcel.
Return costs are charged at the following flat rates and will be deducted from the total refund amount due to the customer:
Any customs duties, taxes, import fees or additional charges incurred when returning the parcel are the responsibility of the customer and may be deducted from the refund where applicable.
We are not responsible for loss or damage during the return shipment when the return is arranged by the customer outside our returns portal. We recommend keeping proof of postage until the return has been processed.
Wrong, Damaged or Defective Items
If you receive a wrong, damaged or defective item, please contact us as soon as possible at support@bagouve.com.
Please include your order number and clear photos of the item, packaging and any visible issue so we can review the case quickly.
Please include
Your order number
Photos of the item
Photos of the packaging
A short description of the issue
Case Review
If the issue is confirmed, we will offer an appropriate solution, which may include a replacement, exchange, repair, store credit or refund, depending on the circumstances and subject to applicable consumer laws.
If a return is required because the item is wrong, damaged or defective, the customer will not be responsible for the return shipping cost.
Refunds & Store Credit
Refunds
Once the returned products have been received and inspected, we will process the refund for the eligible returned items.
Refunds will be issued using the original payment method used at checkout, unless you choose to receive the refund as store credit.
Where applicable, the refund will include the price paid for the returned products and the standard outbound delivery cost. Any additional costs paid for premium, express or upgraded delivery services will not be refunded.
Return shipping costs, customs duties, taxes, import fees or other charges related to the return will not be refunded and may be deducted from the final refund amount where applicable.
We may withhold the refund until we have received the returned products or until you have provided proof that the products have been sent back, whichever occurs first.
Store Credit Refunds
Additional store credit as a courtesy
Customers may choose to receive their refund as store credit instead of a refund to the original payment method.
If you choose to receive your refund as store credit, we will add an additional €5.00 store credit as a courtesy, which may help offset the cost of the return.
Store credit is non-refundable and can only be used for future purchases at Bagouve.
Need more help with your order?
Contact our customer care team for assistance with shipping, tracking, delivery issues, returns, exchanges or refunds.
