Frequently Asked Questions
Orders & Payments
What payment methods do you accept?
We accept Credit Card, PayPal, Apple Pay, Google Pay, Shop Pay, Multibanco and MBWay.
When will my order be shipped?
Orders are processed within 24 business hours from Monday to Friday. You will receive a shipping confirmation email once your order is dispatched.
Can I change my shipping address after ordering?
Please contact orders@bobonoir.com as soon as possible. If your order has not been dispatched, we may be able to update the address. Once it has shipped, changes cannot be guaranteed.
What currency will I be charged in?
Our primary currency is the euro (€), and you can shop and pay in your local currency where supported. Select your country to see the available currency and check the final amount at checkout. Prices in other currencies may vary with exchange rates, and your bank or payment provider may apply its own fees.
Will I receive an order confirmation?
Yes, you will receive a confirmation email with your order details immediately after purchase.
I never got my order. What should I do?
If your order has not arrived within the estimated delivery time, first contact the courier using the tracking link provided. If the courier cannot resolve the issue, please contact our team at orders@bobonoir.com with your order number and full name.
Shipping & Delivery
Do you offer free shipping?
Yes, all orders are shipped at no additional shipping cost.
Which carriers do you use?
International orders are typically shipped with DHL Express. Orders within Portugal and Spain are shipped with national postal carriers.
How long does delivery take?
After dispatch, estimated delivery is 1 to 3 business days within Europe and 2 to 5 business days for the rest of the world. Order preparation is separate. These are estimates, and customs clearance, courier disruptions or holidays may affect delivery. Your shipping confirmation email includes the tracking details.
Will I have to pay customs fees?
For deliveries within the European Union, VAT is already included in the final price, and there are no additional import taxes or customs duties to pay. For deliveries outside the EU, import duties, taxes and customs clearance fees may apply. These charges are paid by the customer and are not collected or controlled by Bo Bo Noir.
Why might I pay customs charges if shipping is free?
Free shipping covers the transport of your order. For deliveries outside the EU, import taxes and customs clearance charges are separate and depend on the destination. We recommend checking with your local customs authority before ordering. You can find more details in our Shipping & Delivery policy.
Can I track my order?
Yes, you will receive a tracking number via email once your order has been shipped.
Returns & Refunds
Can I return my order?
Yes, you can request a return within 14 days of receiving your order. Please keep the eyewear in its original condition, with all packaging and accessories, and avoid wear beyond what is reasonably necessary to inspect it. Adjusted or modified items may not qualify, subject to applicable consumer rights. Return costs and the full conditions are explained in our Returns & Refunds policy.
How do I request a return?
Visit your customer account, sign in with the email used at checkout, select your order and submit a return request. Once approved, you will receive the return instructions by email. EU customers can also use the withdrawal form described in our return policy.
Do you offer exchanges?
We do not offer direct exchanges. To receive a different model, please return your item for a refund and place a new order.
Who pays for return shipping?
You arrange and pay for tracked return shipping. The policy also sets out separate Return Handling and Logistics Costs deducted from the refund: €6 for mainland Portugal and mainland Spain, €15 for the Portuguese islands, €30 for other EU destinations including the Spanish islands, €45 for the other European countries listed in the policy, and €60 for the rest of the world. These amounts do not include the cost of sending the parcel back. See the full return policy for the applicable conditions, additional charges and consumer rights.
How do returns from outside the EU work?
Please follow the approved return instructions and use tracked shipping under DDP terms, meaning any import duties, taxes and customs clearance charges must be paid so they are not billed to Bo Bo Noir. Costs caused by incorrect shipping or customs declarations may be deducted from the refund, as explained in our return policy.
When will I receive my refund?
Once your return arrives, verification takes up to 8 business days. After receipt and inspection, refunds are processed to the original payment method within 10 to 15 business days, subject to the deductions described in the return policy. Your bank or payment provider may need additional time to make the funds available. If the refund has not arrived within 15 business days after we confirm processing, please email orders@bobonoir.com.
What if I receive a wrong item?
Please report the issue within 48 hours, including photos and your order number, by emailing orders@bobonoir.com. We will resolve it without additional cost.
Warranty & Support
Do you offer warranty?
Yes, a 24 month warranty covers manufacturing defects only.
What if I receive a defective or incorrect item?
We’re sorry if something has arrived wrong or damaged. Please email orders@bobonoir.com with your order number and clear photos of the item and, for delivery damage, the packaging. Please report visible damage or an incorrect item within 48 hours where possible. This notification request does not affect your statutory rights. Manufacturing defects are covered by the warranty conditions; they are not treated as an ordinary change of mind return.
Product Information
What materials are used in Bo Bo Noir frames?
All frames are made from premium acetate, a durable and flexible material that allows adjustments at any optical store if needed.
How should I clean my sunglasses?
Clean your glasses using water, mild soap or a suitable cleaning solution. Avoid solvents, alcohol or abrasive cloths that may damage the lenses. For best results, use the original Bo Bo Noir microfiber cloth.
Orders & Payments
What payment methods do you accept?
We accept Credit Card, PayPal, Apple Pay, Google Pay, Shop Pay, Multibanco, and MBWay.
When will my order be shipped?
Orders are processed within 24 business hours (Monday to Friday). You’ll receive a shipping confirmation email once dispatched.
Can I change my shipping address after ordering?
Yes, if the order hasn't shipped yet. Contact us immediately at orders@bobonoir.com
What currency will I be charged in?
We operate in euros (€), but local currencies are displayed and accepted where available. Final charges may depend on your bank.
Will I receive an order confirmation?
Yes. You will receive a confirmation email with your order details right after completing the purchase.
I never got my order, what to do?
If you have not received your order within the estimated delivery time, please first contact the courier directly by following the steps outlined in the “How can I view the status of my order?” section.
If you're unable to resolve the issue with the courier, please reach out to the Bo Bo Noir team at orders@bobonoir.com. Be sure to include your order number and full name in your message so we can assist you promptly.
Shipping & Delivery
Do you offer free shipping?
Yes, all orders are shipped at no additional shipping cost.
Which carriers do you use?
DHL Express for international orders, and national postal services for Portugal and Spain.
How long does delivery take?
Europe: 1–3 business days
Rest of the world: 2–5 business days
Note: Customs procedures may affect delivery times.
Will I have to pay customs fees?
Within the EU: No duties or taxes apply.
Outside the EU: Customs fees may apply depending on local regulations and are the customer’s responsibility.
Can I track my order?
Yes. You’ll receive a tracking number via email once the order has been shipped.
Returns & Refunds
Can I return my order?
Yes, within 14 days of delivery. Items must be unused, undamaged, and returned with all original packaging and accessories.
How do I request a return?
Log in at client.bobonoir.com and follow the return steps. You’ll receive return instructions by email once approved.
Do you offer exchanges?
No. If you'd like a different model, please return the item and place a new order.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility.
When will I receive my refund?
Within 10–15 business days after we receive and inspect the return. Original shipping and repackaging fees are non-refundable.
What if I receive a wrong item?
Please report it within 48 hours. Send photos and your order number to orders@bobonoir.com. We’ll resolve it at no extra cost.
Warranty & Support
Do you offer warranty?
Yes. A 24-month warranty covers manufacturing defects only.
What if I receive a defective or incorrect item?
Email us at orders@bobonoir.com within 48 hours of delivery with your order number and clear photos. We’ll resolve it promptly.
Product Information
What materials are used in Bo Bo Noir frames?
All frames are made from premium acetate — a durable yet flexible material. This allows for easy adjustments to the fit at any optical store, if needed.
How should I clean my sunglasses?
Clean your glasses using water and mild soap, or a proper cleaning solution suitable for sunglasses—available at any optical store. Avoid using solvents, alcohol, detergents, or other harsh products, as they may damage the lenses or frame. Do not use dirty or abrasive cloths that could affect the lens coatings. For best results, use the original Bo Bo Noir microfiber cloth or a similar alternative.
