PRODUCT INFORMATION, CARE , REPAIR
PRODUCT INFORMATION, CARE , REPAIR
WHERE ARE BOYY PRODUCTS SOURCED AND PRODUCED?
Since the brand's inception, founders Jesse Dorsey and Wannasiri Kongman have directly overseen the sourcing of all materials for BOYY products. For over a decade, Jesse has worked with a select group of Italian tanneries, developing leathers and refining their unique characteristics for each and every bag, accessory, and shoe.
Today, as always, materials for BOYY products are sourced in Italy. Shoes are produced in Italy, while final assembly of handbags and accessories is completed in Thailand.
HOW DO I CARE FOR MY BOYY PRODUCT?
Brass buckle: Simply rub with a soft, dry cloth if the buckle becomes wet or stained. Do not apply any cleaning solvents as this could permanently harm the finishing.
Leather: We work with strong and high quality leathers (primarily calfskin and lambskin) which are resistant to marking, but as with all leather products may require occasional maintenance. Any loose dirt can be wiped with a soft damp cloth and then dried immediately away from direct heat. We would advise against the use of any cleaning products containing solvents which will affect the surface finishing on the leather. Colored creams should also be avoided.
Suede: Suede is a very absorbent material and therefore marks easily. We recommend using a high quality suede protector to keep products in good condition. A suede brush may be used to remove loose dirt but care should be taken as excessive use may cause permanent damage.
MY PRODUCT LOOKS DIFFERENT THAN ITS PICTURE ON THE WEBSITE, WHY?
BOYY products are manufactured with the highest quality original input materials, sourced specifically for each design. Occasionally, a design features an input material that will naturally present variation. Rest assured that this is normal and the intent of the design. If you have questions or would like to speak to someone about observed variation in your product, please contact our client service team via our contact page.
HOW DO THE CLASPS WORK ON THE WONTON AND LOTUS BAGS?
The Wonton and Lotus bags from our Takeaway collection feature a cylindrical clasp that can be opened in order to interlock the handles of the bag if desired. To open the clasp, gently grasp the upper and lower parts and twist in opposing directions (the upper part should be twisted clockwise). To fasten it, align the interior mechanism and twist close.
HOW DO I ATTACH THE CROSSOVER STRAP ON MY BAG?
To attach the crossover strap on your bag, find the indented part of the clasp on the strap and align it perpendicularly with the indented part of the interior clasp on your bag. Firmly press the two together – they should interlock. Do the same on the other side. To remove the strap, align the indented parts of each clasp perpendicularly and pull apart. Please note that both tasks should only require minimal pressure – do not force the action or you risk damaging the hardware permanently.
WHAT ARE THE DIFFERENT WAYS IN WHICH I CAN STYLE MY BOYY PRODUCT?
BOYY products are designed with versatility in mind – we want you to style your BOYY in a way that reflects your personal taste. For inspiration, you can always refer to our instagram page.
ARE BOYY PRODUCTS GUARANTEED FOR QUALITY?
All BOYY products, with the exception of the Index collection, come with a warranty period of 2 years, during which damage due to a manufacturing defect can be reported to us for repair. This includes damage to edge paint, handles, buckles, and hardware. Wear from normal or excessive use is excluded from the warranty. Further, please note that leather is a natural material and will occasionally present variation – this variation is not covered under warranty.
For more information on repairs for index products, please contact our customer care.
In order to open a warranty claim ticket, please send an email to firstname.lastname@example.org and include the following:
– a copy of your original receipt
– a clear photo(s) or video of the damage
– confirmation of the exact style and color, if this is not clearly visible on the receipt
We will get back to you within 2 business days with further instructions. Please note that BOYY does not cover shipping and handling costs for product repair.
MY BOYY PRODUCT IS OUTSIDE OF WARRANTY, CAN I STILL SEND IT TO YOU FOR REPAIR?
For products purchased on boyy.com or from one of our boutiques, we would be happy to assess repairability and present you with an estimated repair cost and timeline. For us to do so, please send an email to email@example.com and include the following:
a copy of your original receipta clear photo(s) or video of the damageconfirmation of the exact style and colour, if this is not clearly visible on the receipt
Upon receiving the above we will reply to you with return instructions within 2 business days. Please note that you will be required to cover inbound and outbound shipping costs of the item for repair. Depending on the type of product and repair required, this will be to either Italy (Milan) or Thailand (Bangkok). Once received, the repair process typically takes 30–45 days.
HOW CAN I AUTHENTICATE MY BOYY PRODUCT?
We guarantee authenticity for any BOYY products purchased on boyy.com, from one of our boutiques, or from one of the authorized retailers listed on our stockists page. If you purchased your product from an alternate source, we cannot guarantee its authenticity.
I PURCHASED MY BOYY PRODUCT FROM A THIRD PARTY THAT IS NOT ON YOUR STOCKIST LIST, CAN I SEND IT TO YOU FOR REPAIR?
Unfortunately we can only accept repair requests for products that were purchased on boyy.com or at one of our retail stores. If your product requires repair and was purchased from one of our authorised retailers, please contact them directly as they will be able to support you throughout the repair process.
WHAT ARE THE SHIPPING OPTIONS, AND WHEN WILL I RECEIVE MY ORDER?
At this time, BOYY offers free express shipping on all orders. Please allow 1–2 business days for us to dispatch your order. Delivery times will vary depending on destination:
– Orders shipping within Thailand: 3–5 business days
– Orders shipping internationally: 4–6 business days, excluding customs clearance
We work primarily with DHL and UPS, and will provide tracking details for your order by email as soon as it has been dispatched. With DHL and depending on your delivery destination, you may receive an email giving you the option to specify delivery options including date, time window, and signature requirements.
DO YOU OFFER SAME OR NEXT DAY SHIPPING?
At this time, we do not offer same or next–day shipping.
HOW CAN I TRACK MY ORDER?
As soon as your order has been dispatched, you will receive an email with tracking details including the shipment number and carrier. You may also log into your boyy.com account at any time to retrieve this information.
HOW ARE TAXES AND DUTIES CALCULATED AND APPLIED?
Please note that while shipping is free, applicable taxes and duties will be calculated based on your destination address and added to your order. Multiple factors are assessed when calculating these charges – including country of origin, input materials, product category, trade treaties between origin and destination, and the value of shipped goods. Once your shipping address has been entered, you will be able to see the estimated sales tax and import duties on the checkout page.
I AM UNABLE TO SELECT MY COUNTRY AS A DESTINATION SHIPPING ADDRESS – WHAT SHOULD I DO?
BOYY ships worldwide with a few exceptions. If you are unable to select your shipping destination during the checkout process, please contact our client service team via the Contact Us form on our website.
WHAT IF I AM UNABLE TO RECEIVE MY PACKAGE?
During checkout, you will be asked for your phone number. This is to ensure that our courier is able to reach you during the delivery process. All packages will require a signature unless you have specifically requested otherwise.
Please note that if we are unable to deliver your package based on the delivery information provided, or if the shipment is returned to us as undeliverable for any reason, we may charge you a fee equal to the re–import taxes / duties we incur on the goods returning to our warehouse.
RETURNS & EXCHANGES
RETURNS & EXCHANGES
WHAT IS YOUR RETURN POLICY?
A refund or exchange may be requested under the following conditions:
– The product is unused and unaltered, with all original tags affixed and in original packaging.
– The refund or exchange is requested within 7 days of delivery.
– The product was purchased at full price. Any items purchased at a discount are ineligible for return or exchange.
BOYY reserves the right to reject any return or exchange requests that fail to meet the above criteria. Items associated with requests that fail to comply may be sent back to the original original shipping address provided. Refunds will be processed following product inspection. Please note that original import taxes and duties paid are non-refundable.
Return via Shipment
BOYY currently does not cover the cost of shipping and import duties and taxes for returns or exchanges. Returns may be shipped using your carrier of choice, and it is important to note that there could be a 20% import duties and taxes imposed on your return, calculated based on the purchase value of the product. This amount will be deducted from your refund.
We strongly recommend requesting a tracking number and/or insurance on your shipment to ensure that we receive your package safely at our return facility, as we are not liable for items not received or damaged in transit. To request a return authorization number and for shipping instructions, please contact a member of our team at firstname.lastname@example.org.
Return to Store
Products purchased online may be returned to a BOYY retail store within 7 days of delivery. Please be sure to bring a copy of your purchase receipt and our retail associates will be happy to assist you.
Due to the unique nature of the collection, all BOYY Up products are final sale – no returns or exchanges will be permitted.
CAN I RETURN A PRODUCT PURCHASED ONLINE IN-STORE?
Yes, products purchased on boyy.com may be returned to one of our retail locations. Please see a list of our retail locations here.
PAYMENTS & PRICING
PAYMENTS & PRICING
WHICH PAYMENT METHODS CAN I USE ON BOYY.COM?
We accept payment via credit card (Visa, Mastercard, American Express, Discover, JCB, Diners Club), NihaoPay (WeChat Pay, AliPay, UnionPay), and Apple Pay. Please note that NihaoPay is currently only supported for Chinese nationals. Please select your preferred method at checkout.
WHY CAN’T I SEE PRICING IN MY HOME COUNTRY CURRENCY?
At this time, BOYY products are priced in CAD, CNY, EUR, HKD, THB, GBP, and USD – we aim to provide you with the most relevant of the three based on your current location, but you may always switch by clicking the dropdown in the top left of your screen (desktop), or bottom right of the hamburger menu (mobile). Please be aware that your credit card company may apply a currency conversion fee if you do not have an account in the currency with which you checkout. Further, please note that you will always be required to place an order in the currency linked to your shipping destination, regardless of your billing address or current location.
HOW CAN I CHANGE OR RESET MY PASSWORD?
To change or reset your password, please sign out of your account and then navigate to the Account section. Underneath the field for password entry, click on the 'Forgot your password?' link. An email will be sent to you with further instructions.
PROMOTION TERMS & CONDITIONS
PROMOTION TERMS & CONDITIONS