We appreciate you choosing Boutique by the Box as your go-to source for wholesale goods. We want your online experience of buying high-quality bulk clothing to be the best it can be. Although there are many wholesale suppliers you could choose from, we are grateful you chose us, and we hope you see that we are very different from other wholesale companies in the industry.
We take pride in our commitment to providing you with the best wholesale experience possible. However, just as not all of our clothing is perfect, we as humans are also not perfect, and we understand that mistakes happen and an item may arrive in a different condition than expected. As part of our customer-oriented approach, we want to clarify our refund policy so our customers can confidently buy wholesale online and know what to expect.
Please note that once an order is placed with us, we cannot accept cancellations, as all orders are non-cancellable once they have been processed. This includes cancellation requests for using the wrong payment method, so it is important to verify you are using the correct payment method at the time of purchase. We reserve the right to charge a 5% cancellation fee for customers who insist on canceling their order. If orders are placed via Facebook or Instagram and the customer insists on cancelling, an invoice will be sent for the 5% cancellation fee, which must be paid before the order will be cancelled in our system.
We are committed to delivering our products and services on time, and once an order is confirmed, our team takes the necessary steps to ensure timely delivery. We recognize the value of your time and money, and we want you to receive your inventory as soon as possible. Our team typically ships orders using FedEx, USPS, or UPS ground shipping within 3–5 business days.
If you have any problems with your order, please know that we are here to help you as soon as possible. You may contact customer service via the chat box on our website, by starting a customer service ticket, or by emailing our team at help@boutiquebythebox.com. We are committed to resolving any issues that may arise while ensuring your satisfaction.
All of our products are listed for final sale. However, we will gladly make things right if our team makes a mistake on your order.
RETURNS & REFUNDS
Please carefully inspect your merchandise immediately upon delivery, as all complaints or issues must be submitted in full on a ticket within five (5) business days of tracking showing the product is delivered. Our team is unable to continue handling complaints or condition issues for an order after resolving the initial complaint and will not provide further refunds or store credit for issues found days or weeks later.
Return Eligibility
If you feel that your order is eligible for a return or refund based on our Return Policy, please submit your request within five (5) business days of receiving your shipment to be eligible for a refund. You may submit this via email at help@boutiquebythebox.com or the customer support portal on our website. Items approved for return must be returned to us in the same condition in which they were received, using the shipping label provided by our team. Items that have been laundered or had tags removed will not be eligible for a refund. Please allow 3-5 business days for your return to be inspected and processed at our warehouse before a refund is issued to your original payment method.
Store Credit or Exchange
If there is a problem with your item(s) that was not described, we will gladly provide you with a store credit for a future purchase or facilitate an exchange, as inventory allows. To be eligible for this, the item(s) must be returned in their original condition and packaging.
Out of Policy and “Refused/Return to Sender” Returns
A restocking fee of at least 10% will apply to orders returned to our warehouse that are outside of our return policy. We are not obligated to provide cash refunds for these returns at this time. Store credit may be the only form of refund for returns that have not received approval from a team member.
Shipping Costs and Restocking Fees
If Boutique by the Box makes an error on your order, we will cover all shipping costs associated with the return or exchange. We recognize that mistakes do occur, and we will do everything in our power to correct them as soon as possible. However, for out-of-policy returns accepted at our discretion, we will deduct a minimum 10% restocking fee from the total refund amount to cover shipping costs.
Return to Sender
If an order is shipped back to us marked "Return to Sender," outbound shipping costs will be the responsibility of the customer.
Initiating a Return
To initiate a return, please contact us at help@boutiquebythebox.com or through our website's chat box. Provide your order information, including the order number, reason for the return, and photos of any issues, and our team will walk you through the process.
We value your feedback and are dedicated to providing a smooth return experience. If you have any questions or concerns, please contact our customer service team.
Chargebacks
Chargebacks initiated on a purchase that is currently undergoing a return, exchange, or refund will suspend the return process and place the order into negotiation between our company and your financial institution. This process may take up to 60 days for a resolution through the customer's financial institution, and Boutique by the Box has no control over this timeline. Even if you have returned your order to our warehouse, we are unable to finalize a refund while a chargeback is pending.
If a chargeback is submitted at any point during the return procedure, our team will email the customer once to request that the chargeback be dropped so that Boutique by the Box can continue the return process. If Boutique by the Box does not receive a response from the customer within three (3) business days, we will respond to the chargeback through the financial institution with supporting documentation.
CONDITION GUIDELINES
We take pride in offering resellers high-quality, name-brand and designer overstock at wholesale prices. The majority of our inventory is in amazing, new, or like-new condition and often still has hang tags. However, this wholesale inventory is often recent season overstock, shelf pulls, brand samples, or customer returns and has previously been in a retail or warehouse environment, so you should expect that some pieces may show slight signs of use or wear.
We do not offer returns or refunds for issues such as:
- Dust
- Wrinkles
- Deodorant Marks
- Slight Makeup Smudges
- Light pulls on delicate fabric
- Missing buttons
- Missing hygienic liners on swimsuits
- Missing belts, drawstrings or accessories
- Attached security sensors
- Lack of tags (size, price, and care), unless otherwise promised in the listing
- Ratio of new with tags to new without tags
- Personal discretion of high-end vs low-end brands or resale value
- Holes/tears along seam that are less than 2 inches
- NWOT clothing stains that can be washed
- Manufacturer details (intentional pilling, intentional rips, stains, etc.) that will be explained in box descriptions
Final Sale items, such as our "Nobody's Perfect" collection, "Last Chance," raw pallets, or any other boxes labeled as such, are not eligible for refunds, replacements, or exchanges. Please read these product descriptions thoroughly before making a purchase.
Acceptable Reasons for Returns and Exchanges
- Broken zippers or flaws that make the item unwearable in regular condition boxes (excludes Nobody's Perfect boxes)
- Rips over 2 inches
- Missing or Incorrect Items (Remember that three different team members inspect and count each of our boxes, so mistakes should be infrequent.)
SALES, PRICE MATCH & ADJUSTMENTS
During sale events, we do not offer price matching or adjustments to existing orders placed prior to the start date/time of the promotion or sale. Each sale event has specific terms and conditions noted in the promotional content that specify guidelines and rules for the promotion. Due to fulfillment processes, orders placed prior to the start date of a sale event are not eligible for the sale price, and our customer support team cannot adjust prices, price match or cancel orders to be re-ordered during a sale event that were placed prior to the sale start time.
Because custom orders for bulk volume already receive a significant price discount per unit, custom orders are not eligible for sale prices on the website, and will not be price matched, adjusted or cancelled when a product is placed on sale on our website.
SHIPPING
At Boutique by the Box, we take care of all shipping costs for standard shipping. Our team is dedicated to processing and dispatching all orders promptly, and most orders ship within 4-7 business days.
Please note that we aim to ship your order within a reasonable timeframe. However, if an order is delayed in fulfillment, we do not accept order cancellations before the 10th business day from the date of purchase. This policy ensures that we can efficiently manage and fulfill all orders.
If you have any questions about our shipping options or order status, please don't hesitate to contact our customer support team. We are here to provide you with the best wholesale sourcing experience possible.
Updated 11/01/2023