FAQ
Frequently Asked Questions
Ordering
How do I place an order on BONCHICLY.com?
Choose the product you’d like to customize, select your preferred options, and click “Add to Cart.”
At checkout, please provide your shipping information and complete your payment.
For personalized products, please also share your photos and any special customization requests so we can begin creating your design.
Please make sure your email address and phone number are correct in case we need to contact you about your order or delivery.
Which payment methods do you accept?
We accept major payment methods including:
• Visa
• Mastercard
• American Express
• PayPal
• Shop Pay
• Apple Pay
• Google Pay
Available payment options may vary depending on your location and device.
How can I find a product on BONCHICLY.com?
Our products are organized by collection and occasion to make browsing easier.
If a product is currently available for purchase, you’ll see an “Add to Cart” button on the product page.
Custom Design & Production
How long does it take to produce my order?
Most personalized figurines require approximately 7–12 business days after design approval.
Production time may vary depending on the complexity of the design, number of characters, accessories, and customization details.
Before production begins, you’ll receive a design preview for review and confirmation.
Please confirm your design promptly to help avoid delays.
Will I receive a design preview before production?
Yes. 💛
You’ll receive a personalized design preview before production begins.
You can review your design and request adjustments if needed.
Your figurine will only move into production after the design has been confirmed.
Can I request revisions?
Yes. 💛
Each personalized order includes one complimentary design revision.
Additional revisions are available for $9.90 per request.
Before production begins, you may request small adjustments such as hairstyle, glasses, accessories, facial hair, clothing colors, or other minor details.
You’ll receive a design preview before production, giving you the opportunity to review and confirm your design before we begin creating your figurine.
Once production has started, further changes may no longer be possible.
Can I cancel my order?
Because each figurine is custom-made just for you, cancellation and refund options depend on the stage of your order.
Cancellation & Refunds
• Full refund before the design process begins
• 50% refund after design work has started but before production begins
• Once production has started, the order can no longer be canceled or refunded
You’ll always receive a design preview before production, so you can review and confirm your design before we begin creating your figurine.
Please contact us as soon as possible if you need to make a change.
Can I return or exchange a personalized item?
Because each figurine is custom-made especially for you, returns and exchanges are not available once production has started.
If your item arrives damaged or there is an issue with your order, please contact us and we’ll be happy to review the situation and assist you.
Shipping & Delivery
Do you ship internationally?
Yes!
BONCHICLY® ships to customers in many countries worldwide.
We work with trusted international and local delivery partners to provide reliable shipping and tracking.
Depending on your destination, your package may be transferred to a local carrier for final delivery. Available shipping methods and delivery times may vary by location.
Do you offer free shipping?
Yes.
We offer free Standard Shipping on orders of $89 or more.
Orders below $89 may have a shipping fee of approximately $7.99–$9.49, depending on the destination.
Exact shipping charges will be shown at checkout.
Free shipping applies to standard delivery only. Expedited shipping, when available, may require an additional fee.
How long does delivery take?
Standard shipping usually takes approximately 4–15 business days after dispatch, depending on the destination and shipping method.
Please note that delivery times are estimates and may occasionally be affected by customs processing, holidays, weather, or carrier delays.
For more information, please see our Shipping Policy.
How can I track my order?
Once your order has shipped, you’ll receive a shipping confirmation email with tracking information.
You can also track your package through the Shop app or visit our Track My Order page.
Tracking updates may take a short time to appear after your shipping information is created.
What is the status of my order?
If your order has already shipped, you’ll receive a shipping confirmation email with tracking details.
If you don’t see the email, please check your spam or junk folder.
You can also contact us at service@bonchicly.com and include your order number so we can assist you.
Can I change my shipping address?
If you need to update your shipping address, please contact us as soon as possible.
Address changes may be possible before your package has been handed over to the shipping carrier.
Once the package has been transferred to the carrier, we may no longer be able to modify the delivery address.
Will my order be shipped in separate packages?
Most orders are shipped together in one package.
In some cases, items may be shipped separately due to different production timelines, package size, or fulfillment requirements.
If your order is split into multiple shipments, separate tracking information will be provided when available.
What if my package is delayed by customs?
Customs clearance times are outside our direct control.
If your tracking shows that your package is being held or reviewed by customs, additional processing time may be required.
If needed, please contact us and we’ll do our best to provide available order or shipping information that may help with the clearance process.
Product & Photo Guidance
What kind of photos should I submit?
Please share 2–3 clear photos with us.
🌟 Front-facing and full-body photos work best for capturing your hairstyle, outfit, and details.
Please avoid blurry, heavily filtered, side-profile, or group photos when possible. Feel free to share any special details you’d like us to include. 💛
Some very small details may be simplified during the design process.
Can I customize clothing, hairstyle, accessories, or colors?
Yes.
You’re welcome to share customization requests such as hairstyle, glasses, facial hair, clothing colors, accessories, pets, or other personal details.
We’ll use your photos and notes as references when preparing your design.
Depending on the figurine size, design style, and level of detail, some small or intricate accessories may be simplified to ensure the final piece looks balanced and can be produced properly.
Can I change my reference photo after the design is approved?
Once your design has been confirmed and 3D modeling or production has started, the main reference photos can no longer be replaced.
This helps us keep your design consistent and avoid delays during production.
If you need to make a small adjustment, please contact us as soon as possible.
Need More Help?
If you have any questions about your order, custom design, shipping, or product selection, please feel free to contact us.
Customer Support
📩 service@bonchicly.com
Customer Service Hours
Monday–Friday, 9:00 AM–5:00 PM Pacific Time (PT)
Thank you for choosing BONCHICLY®.
We look forward to creating something special for you.