Our Commitment to You

At Borcelle Store, we blend artistic innovation with technological reliability to bring you premium phone cases and cutting-edge tech accessories. We understand that seamless shopping extends beyond our products to the entire customer experience. That’s why we’ve crafted transparent shipping and returns policies designed with our style-conscious, tech-savvy global community in mind.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You’ll receive a tracking number once your order ships.

Shipping Methods & Delivery Times

Shipping Method Cost Delivery Time Carrier Best For
Standard Shipping $12.95 10-15 business days after shipping DHL or FedEx Faster delivery with premium carriers
Free Shipping FREE (orders $50+) 15-25 business days after shipping EMS Budget-friendly option for larger orders

Please Note: We ship worldwide except to certain remote areas and parts of Asia. Delivery times may vary during peak seasons or due to customs processing.

Returns & Exchanges Policy

Timeframe for Returns & Exchanges

We accept returns and exchanges for most items within 15 days of your receipt of the package. The countdown begins from the delivery date, not the purchase date.

Condition Requirements

To qualify for a return or exchange, items must be:

  • In original, unused condition
  • In original packaging with all tags attached
  • Accompanied by original receipt or proof of purchase
  • Free from any damage, wear, or alterations

Non-Returnable Items

For hygiene, safety, and product integrity reasons, the following items cannot be returned or exchanged:

  • Airpods Cases (opened or used)
  • Ecouteurs Bluetooth (Bluetooth Earbuds/Headphones)
  • Batteries Externes (External Power Banks/Batteries)
  • Dragonnes Flottantes (floating straps) showing signs of use
  • Waterproof cases that show evidence of water testing or use
  • Any products with broken seals or removed protective packaging

Important: Due to the specialized nature of waterproof products and personal audio devices, we cannot accept returns once these items have been used or tested.

Return & Exchange Process

Step 1: Contact Customer Service

Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

Step 2: Wait for Authorization

Our team will respond within 24 hours with a Return Merchandise Authorization (RMA) number and shipping instructions. Do not send items without this authorization.

Step 3: Package Your Item

Securely pack the item in its original packaging, include all accessories and documentation, and enclose a copy of your receipt or order confirmation.

Step 4: Ship to Our Facility

Send your package to our returns center:

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

Processing & Timing

  • Processing Time: Refunds are processed within 3-5 business days of receiving your return
  • Refund Method: Funds are returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing: 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 customer’s responsibility 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 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 shipping, 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.