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BONBELLE

candles


Shipping Policy

Last updated: May 2026

At Bonbelle, every candle is made to order and personalised before dispatch. This policy outlines how and when your order will be delivered, and what to expect from the moment you place your order to the moment it arrives.


1. Delivery Fees

Delivery is included in the price of every Bonbelle order. There are no additional shipping fees at checkout. The price you see is the price you pay.


2. Order Processing Time

Because every candle is personalised and handcrafted to order, we require time to prepare your order before it is dispatched.

  • Standard processing time: 2–4 working days from order confirmation
  • Orders placed on weekends or public holidays will begin processing on the next working day
  • During peak periods (Valentine's Day, Christmas, Mother's Day), processing may take up to 5–6 working days — we will communicate any delays via email

You will receive an email confirmation when your order is dispatched, including your tracking number.


3. Delivery Partners

We ship all Bonbelle orders within Bulgaria using two trusted local carriers:

Ekont (Еконт)

  • Delivery to a home or office address: 1–2 working days after dispatch
  • Delivery to an Ekont office or automated locker: 1–2 working days after dispatch
  • Tracking available via ekont.bg using the tracking number provided in your dispatch email

Speedy

  • Delivery to a home or office address: 1–2 working days after dispatch
  • Delivery to a Speedy office: 1–2 working days after dispatch
  • Tracking available via speedy.bg using the tracking number provided in your dispatch email

The carrier used for your order will be confirmed in your dispatch confirmation email. While we aim to use your preferred carrier where possible, we reserve the right to choose between Ekont and Speedy based on operational availability.


4. Estimated Total Delivery Time

From the moment you place your order to the moment it arrives at your door:

  • Standard: 3–6 working days (2–4 days processing + 1–2 days delivery)
  • Peak periods: up to 8 working days

These are estimates, not guarantees. Actual delivery times may vary due to carrier delays, weather, or other circumstances outside our control.


5. Delivery Address

It is your responsibility to provide a complete and accurate delivery address at checkout. Bonbelle cannot be held responsible for orders that are delayed, misdelivered, or returned due to an incorrect or incomplete address provided by the customer.

If you realise you have entered an incorrect address, contact us immediately at info@bonbelle-bg.com. We will do our best to correct it before dispatch, but we cannot guarantee changes once the order has been handed to the carrier.


6. Delivery to Ekont or Speedy Office

If you choose to have your order delivered to a carrier office or automated locker, please ensure you collect it within the carrier's standard holding period:

  • Ekont: parcels are held for 10 calendar days
  • Speedy: parcels are held for 5 calendar days

If your parcel is not collected within the carrier's holding period, it will be returned to Bonbelle. In accordance with our Return & Refund Policy, no refund will be issued for uncollected parcels. Re-delivery can be arranged at the customer's expense by contacting info@bonbelle-bg.com within 7 days of the parcel being returned to us.


7. Tracking Your Order

A tracking number will be sent to your email address as soon as your order is dispatched. You can use this number to monitor your delivery in real time via:

  • ekont.bg — for orders dispatched with Ekont
  • speedy.bg — for orders dispatched with Speedy

If you have not received a dispatch email within 5 working days of placing your order, please check your spam folder before contacting us.


8. Failed Delivery Attempts

If a delivery attempt is unsuccessful because you were not available at the provided address, the carrier will typically leave a notification and attempt re-delivery or hold the parcel at their nearest office. Please monitor your tracking and act promptly — holding periods are limited.

Bonbelle is not responsible for failed delivery attempts due to the customer's unavailability.


9. Damaged or Lost in Transit

If your order arrives damaged, please refer to our Return & Refund Policy and contact us at info@bonbelle-bg.com within 48 hours of delivery with photographic evidence.

If your tracking shows your order as delivered but you have not received it, please first check with neighbours and your building's reception or post area. If the parcel cannot be located, contact us at info@bonbelle-bg.com and we will open an investigation with the carrier. Resolution timelines depend on the carrier's investigation process.


10. International Shipping

At this time, Bonbelle ships within Bulgaria only. We do not currently offer international delivery. If you are based outside Bulgaria and wish to place an order, please contact us at info@bonbelle-bg.com to discuss options.


11. Contact

For any shipping-related questions:

Email: info@bonbelle-bg.com

WhatsApp: +77 8496 8001

Website: bonbelle-bg.com

We aim to respond to all enquiries within 1–2 working days.


Bonbelle.