FAQ
Orders
Can I cancel/change my order?
I’VE MADE A MISTAKE IN MY ORDER. CAN YOU CHANGE IT?
It may be possible to cancel an item(s) or change it to a different size depending on the status of your order. Please note, we are unable to accept any cancellation or modification once an order has been dispatched. We pack and ship orders daily so cannot guarantee your requests can be made.
If you need to make any amendments to your purchase please contact us as soon as possible.
CAN I CANCEL MY ORDER?
We can’t make any guarantees, but if you contact us ASAP, we will try and cancel your order before it’s been shipped.
Unfortunately, once your order has been processed by our warehouse, you will not be able to cancel it. Please make sure that you’re 100% happy with your order before completing your purchase.
I've received the wrong items
We sincerely apologize if the item received is not the item that was chosen within your online cart.
On the rare occasion that this may happen, we ask you to please contact us as soon as possible with the following information:
Order Number (starts with a # in your confirmation email).
Details of incorrect item received.
Name of the item not received.
Photo of the all item(s) received.
Please contact us at here regarding any problems.
I've received a faulty item
We hope this never happens!
But in the unfortunate event that you have received a faulty item from us, please contact us promptly with the following information:
Order Number (starts with a # in your confirmation email)
A photograph of the faulty item
Description of the issue
Sizing
What size should I buy?
If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.
As an alternative option, reach out to our customer support team here.
Shipping
Shipping times
All orders are processed within 2-3 working days.
Our usual delivery times after dispatch:
Standard delivery: 7-14 working days
Express delivery: 3-7 working days
How do I track my order?
You can track your order directly from our website here.
Do you deliver to military addresses?
Unfortunately, we currently do not deliver to military addresses.
Can I change my delivery address?
We can only change your delivery address if your order has not yet been shipped.
In case you notice a mistake in your delivery address, please contact us immediately at info@botaofficial.com
My order is showing as delivered, but I didn't receive it
In rare cases your tracking number may show your package as ‘Delivered’ when it is still ‘In transit’ or delivered to an alternate location. We recommend looking out for an “Attempted Delivery’ notification or card left by the courier at your address.
In the circumstance that your order shows as delivered but hasn’t been received, we would recommend taking three steps before reaching out to us:
Checking your secure/safe locations around your address, such as porches, sheds, behind the gate/bin or anywhere that a delivery driver may have found access to.
Checking with your nearest neighbour(s) who may have kindly accepted the parcel on your behalf.
Checking at your local post office/pick up point by taking your ID and tracking number with you.
If all of the above has been carried out and you have still not been able to retrieve your parcel, please get in touch with us here so we can find a solution as soon as possible for you.
Returns & Exchanges
Returns Policy
21-day Returns on all orders for store credit/exchange
100% Satisfaction Guarantee - Please email info@botaofficial.com in case you have any issues. We are a friendly, women-owned staff and we are happy to assist you.
FULL-PRICE ORDERS- We want you to be completely satisfied with your online purchase. If you change your mind for any reason you can simply return your item(s) to us for a STORE-CREDIT of the item's value within 21 days of receipt. Our return policy is valid for 21 days, unfortunately, if 21 have passed since you've received your purchase we are unable to offer you a store credit or exchange.
SALE ORDERS - We do not accept exchanges or returns on items purchased on sale or items purchased using a discount code as part of sale promotion, all discounted items are considered final sale unless the items are faulty and the proof is provided by the customer.
RETURN - we will provide you with the full address when we have reviewed your return case.
Item(s) must be returned within 21 days of receiving your purchase together with original proof of purchase.
Item(s) must be returned to us in the way we sent them out to you. Original condition, unworn, unaltered, and unwashed, with no makeup stains, marks, pulls, or rips of garments.
We reserve the right to refuse your refund or exchange if the item(s) are not sent back to us in their original condition. In such a case we will organize to reship the goods back to the given shipping address.
Gift Cards may not be returned.
Item(s) purchased on sale will not be accepted for a return, exchange, or store credit.
Store credit does not expire and can be used toward anything on our site.
Please note that original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. Bota takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by Bota Intimates.
If you have received a faulty item please email us to arrange a prepaid return postage label. We will replace the faulty item if stock is available or refund upon return.
If unsure, please do not hesitate to contact us at info@botaofficial.com
