Shipping, Delivery & Order Cancellation Policy

At BOURALE, many of our products are individually personalized and made specifically for each customer. Because of this, personalized orders require production time before they are ready to be handed over to the shipping carrier.

Please read the information below carefully before placing your order.

Order Cancellation Policy

Please note that once an order has been placed, processing may begin immediately.

Because personalized products are made specifically according to the customer's submitted photos and selected options, we cannot guarantee that an order can still be canceled or modified once production has started.

If you contact us shortly after placing your order, we will do our best to check whether a change is still possible. However, changes or cancellations cannot be guaranteed once personalization or production has begun.

For questions regarding returns or refunds after delivery, please refer to our Return & Refund Policy.

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Personalized Order Processing & Production

Each personalized BOURALE product is individually prepared using the photos and customization options submitted with the order.

The personalization process may include preparing the submitted images, producing the personalized sections of the product, sewing and finishing the item, performing final preparation, and packaging the order for shipment.

Because these products are not standard ready-to-ship warehouse items, production generally requires:

4–7 business days

before the order is ready for shipment.

Business days do not include weekends or public holidays.

During periods of particularly high order volume, holidays, promotional periods, or other exceptional circumstances, production may occasionally require additional time.

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Priority + Insured Shipping

Priority + Insured Shipping refers to the shipping service used after your personalized order has completed production and is ready to be handed over for delivery.

Please note that selecting Priority + Insured Shipping does not eliminate or bypass the production time required to create a personalized product.

Customers who select Priority + Insured Shipping are eligible for the following options if their package is confirmed as lost during transit:

• Receive a replacement shipment at no additional cost; or
• Request a full refund.

Customers who select Free Shipping or Priority Processing will receive a replacement shipment if their package is confirmed as lost during transit.

A package is not considered lost simply because tracking has not updated for several days. Carrier scans and tracking updates may sometimes be delayed.

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Shipping Times

Shipping times vary depending on the destination.

The estimated shipping times below begin after your personalized order has completed production and has been handed over for delivery.

The total estimates above combine the typical 4–7 business day personalization and production period with the estimated shipping time for the destination.

These timeframes are estimates and not guaranteed delivery dates.

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Important Delivery Information

Please keep the following in mind when estimating when your order will arrive:

• Personalized products generally require 4–7 business days for production before shipment.
• Shipping estimates begin after production has been completed.
• Business days do not include weekends or public holidays.
• Customs inspections may extend international delivery times.
• Holidays and periods of high shipping volume may cause additional delays.
• Severe weather, transportation disruptions, carrier delays, and other circumstances outside our direct control may affect delivery.
• Tracking scans are not always displayed immediately and may take several business days to update.
• Estimated delivery times should therefore be considered approximate rather than guaranteed delivery dates.

If you are ordering for a birthday, anniversary, holiday, or another specific occasion, we recommend allowing additional time when placing your order.

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Tracking Information

Once shipping information has been created for your order, you will receive an email containing your tracking number and available tracking details.

You can also use your tracking number on our website under “Track Your Order.”

Important: Receiving a Tracking Number Does Not Always Mean the Package Is Already in Transit

For personalized orders, shipping information and a tracking number may be created while the order is completing the final stages of production, preparation, or packaging.

Therefore, receiving a tracking number does not necessarily mean that the carrier has already collected the package or that the package is physically moving toward its destination at that exact moment.

There may be a short period between:

tracking number creation → final order preparation → carrier handover → first visible tracking movement

This is normal for personalized products and does not necessarily indicate a problem with your order.

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Tracking Shows “No Information Available” or Has Not Updated

Tracking systems do not always update immediately.

Depending on the shipping carrier, it may take approximately:

2–5 business days

for the first tracking information or movement to become visible after the shipping information has been created or the shipment has entered the carrier network.

It is also normal for a package to move between facilities without receiving a new public tracking scan at every stage.

For this reason, a tracking page that temporarily shows:

• “No information available”
• “Label created”
• “Shipment information received”
• No recent update
• No visible movement

does not automatically mean that the package is lost.

We recommend allowing several business days for the tracking system to update.

If your tracking information has still not updated after a reasonable period, please contact our support team and we will assist you.

Email:

support@bourale.com

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Lost or Missing Packages

A package is considered potentially lost only after sufficient time has passed for normal production, shipping, and potential tracking delays.

A tracking number that has recently been created or a tracking page that has not yet updated does not by itself indicate that the shipment has been lost.

If you believe your package may be lost, please contact us at:

support@bourale.com

and provide your order number so that we can review the available shipping information.

BOURALE is not responsible for orders delivered or shipped incorrectly as a result of an incorrect or incomplete shipping address provided by the customer during checkout.

Please carefully check your billing and shipping details before completing your purchase.

If a shipping error occurs because of an error on our side, we will take responsibility and work with you to provide an appropriate solution.

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Incorrect Shipping Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If you notice an error in your shipping address after ordering, please contact us as quickly as possible.

We will do our best to update the address before the order enters shipment; however, address changes cannot be guaranteed once the order has progressed too far through production or fulfillment.

Once a package has been handed over for delivery, we may no longer be able to modify the destination address.

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Customs Fees & Import Duties

International orders may be subject to customs inspections, import duties, local taxes, or other fees imposed by the destination country.

BOURALE is not responsible for customs fees, import duties, taxes, or other charges imposed after an order has been shipped.

By placing an international order with us, you acknowledge that:

• Your order may be shipped in one or multiple packages.
• Customs inspections may affect delivery time.
• Customs fees, import duties, VAT, or other local charges may apply depending on your country.
• Any charges imposed by local customs or government authorities are the responsibility of the customer unless otherwise stated at checkout.

Customs processing times are controlled by local authorities and are outside BOURALE's direct control.

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Contact Information

If you have questions regarding the production, shipment, tracking, or delivery of your order, please contact us and include your order number whenever possible.

BOURALE
Email: support@bourale.com