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Frequently asked questions

  • What is the ordering process?

    When you click Place Order on the cart page, if you are not logged in you will be prompted to log in. If you do not already have an account, you will be prompted to register for an account. Please note that it is possible that an item in your shopping cart goes out of stock before you make your purchase as items in your shopping cart are not reserved for you. After you place your order, you will receive an email confirmation with your order number(s). As soon as your order has been shipped, you will receive an email with a delivery date and time window.

  • What products are available on the platform?

    The platform offers a wide range of fashion items as well as Islamic wear. We also offer non-medical face masks for men, women and children.

  • I did not receive an order confirmation email

    It is possible that your order confirmation email has been blocked by your email’s spam filter. You are advised to check this folder and/or adjust your settings. If the email is not in your spam folder, please contact customer service at emailtobedeterminedbynewonwer@bokeh-platform.com.

  • Can I get a copy of my invoice?

    A downloadable copy of your invoice will be included in the order confirmation email.

  • Can I cancel or amend my order?

    After order placement, it is not possible to cancel or amend your order. However, once you have received the items you can return them within 7 days of receipt for a full refund.

  • What distinguishes certain products on the platform as “Sustainable Fashion”?

    Sustainable fashion refers to the materials used and how they have been manufactured including, but not limited to, the use of Eco dyes, biological cotton, recycled and/or recyclable materials.

  • What happens if my size or chosen colour is not available?

    Unfortunately we are unable to predict or advise when products will be restocked. In the rare event that an item becomes out of stock after order placement, you will be notified by email and will receive a refund within 14 days.

  • What credit cards can I pay with?

    We accept Visa, Mastercard, Benefit, Mada, Sadad and American Express. Your credit card information is encrypted by the payment provider via the SSL method so it’s safe.

    For orders placed with a Credit Card, you will benefit from a 5% discount on the total value of the goods.

  • Can I pay Cash on Delivery?

    Yes, we accept Cash on Delivery. Please note however that whilst orders placed with a Credit Card benefit from a 5% discount on the total value of goods ordered, this discount does not apply for Cash on Delivery orders.

  • What is the delivery time?

    Home delivery is within 5-6 working days. Orders from different vendors will be delivered in separate packages and may have different delivery times. As soon as your order has been shipped, you will receive a confirmation email with a delivery date and time window.

  • Is Express Delivery possible?

    We currently only offer Standard delivery.

  • Do you deliver outside of Jordan?

    We currently only deliver to addresses within the Hashemite Kingdom of Jordan. We do however plan to open additional regional Bokeh Fashion webshops in the near future.

  • How can I track my order?

    You can track the status of your order under My Account – Orders.

  • What do I do if I receive an item that I did not order?

    If you have received an item that you did not order, please return the item to us within 7 days by following the returns procedure. Please mark the reason for return as “Wrong item received”. You will receive a refund within 14 days of receipt of the return package. If you received this wrong item in place of the item you ordered, you can place another order for the item you require.

  • I am missing one or more items from my order.

    It could be that your orders have been shipped in different parcels. This is the case if the products you ordered come from different vendors. Please check your order confirmation email which will show one order number for each vendor’s products. If any items are missing from a parcel that has been received, please contact our customer service at emailtobedeterminedbynewonwer@bokeh-platform.com.

  • What happens if I am not at home to receive the parcel?

    We will make three attempts to reach you by telephone. If you are unreachable at the third attempt, then we will make one attempt to deliver to the address you provided to us. If this is unsuccessful, then we will return the items to the vendor and refund you the cost of the items. We will not however refund you the delivery cost if this has already been paid prior to delivery.

  • Can I exchange an item?

    It is not possible to exchange an item. You should return the item you wish to exchange and purchase a new item on the platform.

  • What is the process to return an item?

    You can return unworn /unused items within 7 days of receipt as long as they are in their original condition and no labels or tags have been removed.  Please follow the below process:

    • Go to My Account – Orders – Refund to register your return online
    • You will be contacted by our nominated distributor to schedule pick up
    • Complete the return document contained in the original package
    • Pass to the distributor the item(s) to be returned along with the return document
    • If you are not contacted by the distributor within 24 hours of registering the return, please contact them at ****tel/ emailtobedeterminedbynewonwer@bokeh-platform.com

    The return shipment costs are paid by the customer to our nominated distributor at the time of pickup.  No original order shipment costs will be refundable.

    The return package will be picked up from your home. You will be refunded the cost of the item(s) within 14 days of receipt of the return package by the vendor.

    For Cash on Delivery orders, the refund will be by way of a store credit and will not be paid in cash.

  • Are all items returnable?

    All unworn/unused items in their original condition are returnable within 7 days after delivery except for mouth masks. Please note that the fitting of items such as underwear must be carried out in a hygienic way so as to avoid soiling, odour etc. Labels or tags should not be removed.

  • Refunds

    Refunds are made within 14 days of receipt of the returned item. In the case of orders placed with a Credit Card, the purchase amount is returned to the original payment details of the order. Shipping costs are not refunded.

    In the case of orders placed with a Credit Card, if you do not receive a refund within 14 days, you can contact customer service at emailtobedeterminedbynewonwer@bokeh-platform.com.

    In the case of Cash on Delivery orders, the purchase amount is returned to you by way of a store credit. No cash refunds will be made.

  • I want a replacement for a defective or damaged item

    In the unfortunate event that you receive an item that is either damaged or defective, you can return it within 7 days of receipt by following the return process described above. You will be asked whether you wish to receive a replacement item.  If yes, then the replacement item, if in stock, will be sent to you.  If you do not, then the cost of the item will be refunded to you within 14 days of receipt of the return package.

  • The original package is damaged

    If the packaging of your order is damaged, you can use another similar packaging to return the item(s).

  • There was no return document in my parcel

    If you wish to return an item but no return document was included in the original package, please contact customer service at emailtobedeterminedbynewonwer@bokeh-platform.com.

  • How can I track my return order?

    Once the returned item(s) have been received by the vendor, you will receive a confirmation email and you will be refunded within 14 days.

  • What happens if I am not at home when the distributor comes to pick up the return parcel?

    Should the distributor be unable to reach the consumer by phone at the contact details provided after three attempts then we will presume that the consumer will have cancelled his request to return the item(s).

  • Can I consolidate different items/orders into one return package?

    Items must be returned in the original packaging or, if that packaging is no longer useable, in other similar packaging.  Items with different order numbers should not be consolidated.  You can check which items relate to which order numbers in your order confirmation email.

  • When can I use these?

    You can redeem or use discount codes or vouchers for any eligible order.  However, you cannot redeem or use them after an order is placed.

  • If I do not use a voucher, can I get cash back?

    No, the value of the voucher can only be redeemed against a product purchase.

  • Can I use multiple vouchers and discount codes for one order?

    No, you can only use one code or one voucher for one order.

  • How long are discount codes and vouchers valid for?

    The validity for promotional and compensatory discount codes and vouchers will be communicated with the original offer.

  • If a voucher was used for an item that is returned, what happens?

    You will be refunded the amount that you paid. If all items of an order against which a voucher was redeemed are returned, the value of the voucher will be made available for any subsequent purchase within the original validity period.

    However, if the voucher was redeemed against an order of multiple applicable items of which one or more are not returned then the voucher is considered to have been redeemed against the items that are not returned and therefore will not be made available for subsequent purchases. In this case, only the discounted price of the returned product is refunded.

  • If a discount code was used for an item that is returned, what happens?

    You will be refunded only the amount that you paid. If all items of an order against which a discount code was redeemed are returned, the value of the discount code will be valid for your next order within the original validity period.

    However, if the discount code was redeemed against an order of multiple applicable items of which one or more are not returned then the discount code is considered to have been redeemed against the items that are not returned and therefore will not be made available for subsequent purchases. In this case, only the discounted price of the returned product is refunded.

  • How can I find my correct size?

    Each product listed on the Bokeh-Fashion platform includes a size chart with key points of measure and key measurements.  From the product page, click “Size Chart” to view.

    Please note that small variations within a reasonable tolerance can occur.

Here at Bokeh we are committed to providing an exceptional shopping experience for our community of members (you)

Get in touch

General Email:
service-bokeh@gsc.com.jo

Telephone:
962 6 530 20 00

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