Shipping & Delivery
Tracking information will be provided once your order ships so you can follow your package during delivery.
All tariffs, duties, and import fees are fully prepaid. Your order will arrive with no additional charges upon delivery.
Estimated Delivery Times
Mahjong Mats: 10–15 days Tile Bags & Rack Totes: 6–8 days Candles: 6–8 days
Shipping Address
Please verify your shipping address carefully before completing your order.
Once an order has entered production, address changes may not always be possible. If you notice an error, please contact us as soon as possible and we will do our best to assist.
Lost or Delayed Packages
Once your order has shipped, delivery times are managed by the shipping carrier.
If your package appears delayed or lost in transit, please contact us and we will be happy to help investigate and work with the carrier toward a resolution.
Returns & Refunds
Returns are accepted on unused, non-personalized items within 14 days of delivery. Because personalized items are made specifically for you, customized items are not eligible for return or exchange unless they arrive damaged or defective.
Return Eligibility
To be eligible for a return, items must:
- Be unused and in their original condition
- Be returned in the original packaging when possible
- Show no signs of wear or damage
To start a return, email hello@bougiemahjong.com with your order number and reason for the return, and we'll send return instructions. Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, contact us within 48 hours of delivery with photos of the issue. We'll gladly replace the item or issue a refund.
Refunds
Once your return is received and inspected, we'll notify you of your refund status. Approved refunds are issued to your original payment method — please allow 5–10 business days to appear, depending on your payment provider.
Non-Returnable Items
The following items are not eligible for return:
- Used items
- Items damaged after delivery
- Personalized or custom-made items
Exchanges
Want a different design or item? We recommend placing a new order and returning the original once it's approved.