Our Commitment to Your Satisfaction
At Borcelle Store, we’re dedicated to ensuring your complete satisfaction with every purchase. We understand that sometimes products may not meet your expectations, which is why we’ve created this straightforward returns and exchanges policy. As a global destination for style-conscious and tech-savvy customers, we want your shopping experience to be as seamless as our artistic phone cases and Bluetooth accessories are reliable.
Return & Exchange Timeframe
You may return or exchange most items within 15 days of receiving your order. Please note that this timeframe begins from the date you receive your package, not from the purchase date.
Condition Requirements
To be eligible for a return or exchange, items must be:
- In original, unused condition
- In original packaging with all tags attached
- Accompanied by the original receipt or proof of purchase
- Free from any damage, wear, or alterations
Non-Returnable Items
For hygiene and safety reasons, the following products cannot be returned or exchanged:
- Airpods Cases (opened or used)
- Ecouteurs Bluetooth (Bluetooth Earbuds/Headphones)
- Batteries Externes (External Power Banks/Batteries)
- Any products with broken seals or removed protective packaging
Additionally, Dragonnes Flottantes (floating straps) and waterproof cases that show signs of water testing or use cannot be returned due to their specialized nature.
Return & Exchange Process
Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Our team will respond within 24 hours with a Return Merchandise Authorization (RMA) number and shipping instructions. Please do not send items without this authorization.
Securely pack the item in its original packaging, include all accessories and documentation, and enclose a copy of your receipt or order confirmation.
Send your package to our returns center at:
Borcelle Store Returns
729 Kembery Drive
Chicago, US 60605
We recommend using a trackable shipping service as you are responsible for the item until it reaches our facility.
Refund Information
Once we receive and inspect your return:
- Processing Time: Refunds are processed within 3-5 business days of receiving your return
- Refund Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Timing: Depending on your financial institution, it may take 5-10 business days for the refund to appear in your account
- Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer unless the return is due to our error
Exchange Process
For exchanges (subject to product availability):
- Follow the same return process outlined above
- Clearly state the item you wish to exchange for in your email
- We will ship your replacement item once we receive and process your return
- Standard shipping charges apply for exchanged items
If the exchanged item has a different price, we will process a partial refund or charge the difference accordingly.
Return/Exchange Request Template
Copy and paste this template into your email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Borcelle Store Customer Service,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number] Order Date: [Date of Purchase] Product Name: [Product Name] Product SKU: [If available] Reason for Return/Exchange: [Please provide details]
[For exchanges only] Desired Replacement Item: [Product Name and SKU if known]
I confirm that the item is in its original condition and packaging.
Please provide return instructions and RMA number at your earliest convenience.
Sincerely,
[Your Full Name] [Your Email Address] [Your Phone Number – Optional]
Need Help?
Our customer service team is here to assist you with any questions about returns or exchanges:
Email: [email protected]
Response Time: Typically within 24 hours
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM CST
Thank you for choosing Borcelle Store for your artistic phone cases and tech accessories. We appreciate your business and are committed to ensuring your satisfaction with our products.