Shipping and returns

Where we ship

We ship to most countries worldwide. To check whether we deliver to yours, head to checkout and enter your address. Any destinations we don't currently cover will be flagged there. If you're based in AU, NZ, or the UK, you'll get faster delivery and tax-inclusive prices on your local site: 🇦🇺 bonvale.com/en-au, 🇳🇿 bonvale.co.nz, 🇬🇧 bonvale.co.uk.

Delivery address restrictions

We can't deliver to PO Box, Parcel Locker, or other collection-point addresses in any country. Please use a residential or business street address. If you enter one by mistake, we'll be in touch to confirm an alternative before dispatching.

Shipping rates and delivery times

Shipping rates are calculated at checkout based on your delivery address. Free standard shipping is available on orders over US$125. Express shipping isn't currently offered. Delivery times vary by destination, and the estimates below are in business days, excluding weekends and public holidays. They aren't guaranteed dates.

Across Europe, Switzerland arrives in 5 to 8 business days, while most of the continent takes 6 to 10 business days, covering Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. Norway takes 8 to 10 business days, and Greece and Cyprus take 8 to 12 business days.

In the Middle East, the United Arab Emirates and Saudi Arabia take 5 to 10 business days.

Across North America, Mexico takes 8 to 12 business days, Canada takes 8 to 15 business days, and the United States takes 10 to 14 business days.

In the Asia Pacific region, Hong Kong arrives in 2 to 3 business days and South Korea in 3 to 5 business days. Japan takes 6 to 7 business days, and Singapore and Thailand both take 6 to 9 business days. Malaysia takes 4 to 12 business days, the Philippines 4 to 13 business days, and Taiwan 7 to 14 business days.

In South America, Chile takes 10 to 17 business days, Colombia takes 11 to 19 business days, and Brazil takes 15 to 25 business days.

If your country isn't listed above, we don't currently deliver there. You can confirm whether we ship to your address at checkout.

Order processing

Orders placed before our daily cutoff on a business day are dispatched the same day. Orders placed after the cutoff, or on weekends and public holidays, are dispatched the next business day. You'll receive a dispatch confirmation email with tracking once your order is on its way.

Same-day dispatch cutoff: 12pm Hong Kong time (no daylight savings). Most international orders are dispatched the next business day relative to your local time.

If your order is late

If your order is taking noticeably longer than the estimated times above, get in touch with your order number. We'll chase the courier on your behalf and keep you informed.

If your tracking says delivered but you don't have it

First, check with anyone else at the delivery address, look around the property for safe drop-off spots, and ask neighbours or building reception. If it still hasn't turned up after 24 hours, message us with your order number. We'll open an investigation with the courier, which typically takes 2 to 5 business days. If the parcel can't be located, we'll send a replacement or issue a refund.

If you're not home for the delivery

The local carrier handling final delivery in your country sets the rules. In most cases that means a redelivery attempt, holding the parcel at a depot or pickup point, or a safe-place drop where allowed. The tracking link in your dispatch email shows the options available to you.

Taxes and duties

Any applicable duties, taxes, and customs fees are calculated at checkout based on your delivery address and included in your order total, so there's nothing extra to pay on delivery.

Changes to your order after placing

You have 2 hours from the time you place your order, or until your order is dispatched (whichever is sooner), to request an address change. Message us via chat with your order number as soon as possible. Once that window closes, we can't update the address (the parcel is already on its way).

We don't accept changes to the items in your order. If you ordered the wrong size, colour, or product, the simplest path is to receive your order and start a return once it arrives.

Cancellations

We don't accept change-of-mind cancellations once an order is placed, unless your country's consumer law gives you a statutory right to cancel. If you believe you have such a right, email us at contact@bonvale.com within your country's statutory window and we'll process the cancellation according to your local law. Otherwise, receive your order and return it within our 30-day returns window.

For exceptional circumstances (duplicate orders, payment issues, suspected fraud, or stock errors on our side), message us and our team will sort it out case by case.

Returns window

Your have 30 days from the date you receive your order to return eligible items for a refund or exchange.

What's eligible

To be eligible for return, items must be:

• Unworn and unwashed
• In their original condition, with all tags attached
• Returned in or with the original packaging, where possible

Items that can't be returned

• Boxers, socks, and other intimate apparel (hygiene)
• Items marked "final sale" at the point of purchase
• Items damaged through wear, washing, or misuse
• Gift cards

Faulty, damaged, or incorrectly shipped items are handled separately and are always eligible regardless of the conditions above. See Faulty or incorrect items below.

How to start a return or exchange

International returns are handled by our team rather than through our self-serve portal. Message us via the chat widget in the bottom-right corner of any page, or email contact@bonvale.com, with your order number, which items you'd like to return, and your preferred outcome (refund or exchange). We'll set up your return manually and email you the next steps within one business day. Once we receive your return, we'll process it within 5 to 7 business days and email you to confirm.

Return shipping costs

We cover return shipping on your first two returns within any rolling 30-day window. From the third return onwards in that 30-day window, a return shipping fee is calculated based on your delivery address and deducted from your refund.

What this means in practice

• The window is rolling: we count any returns you've made in the past 30 days. Each return uses a slot for 30 days, then drops off.
• Multiple items in a single return request count as one return, not several.
• Exchanges (same product, different size) don't count toward your allowance. Swap sizes as often as you need.
• Faulty or incorrectly shipped items are always free to return, regardless of your allowance.

Why we do it this way

Every return costs money to process, and covering unlimited returns would mean raising prices across the board. Two free returns every 30 days covers the vast majority of genuine needs. You'd have to return 24 times a year to hit the cap. This keeps returns manageable at our end and lets us keep prices where they are, rather than bake return costs into the sticker.

Exchanges

Exchanges follow the same process as returns above, with three options:

Same product, different size. The fastest option. When you start the exchange, we reserve the new size for you. As soon as your return shows movement with the courier, we dispatch the replacement. There's no price difference to pay, and these exchanges don't count toward your monthly return allowance.

Different product or colour. Choose the exchange option when starting your return, and select the new item. If the new item costs more, you'll pay the difference. If it costs less, the balance is refunded to your original payment method when we process the return.

Full refund. Always available if you'd prefer. Refunded at 100% cash value to your original payment method.

Cross-border exchanges (e.g. swapping an internationally-purchased item for AU, NZ, or UK stock) aren't supported. Each region's returns go back to that region's inventory.

Refunds

When you start a return, you'll have two refund options:

1. Cash refund to your original payment method. Refunded at 100% cash value once we've inspected your return.

• Our side (5 to 7 business days after we receive your return): we inspect the return, confirm it's eligible, and issue the refund. You'll receive an email confirming this.
• Your bank's side (3 to 10 business days): your bank or card provider then takes their own time to show the refund in your account. This part is out of our hands and can be the longest leg of the process, particularly for credit cards.

2. Store credit (Bonvale gift card). Refunded at 100% cash value as a Bonvale gift card. The advantage: store credit is issued instantly when the carrier picks up your return parcel, so you'll have it in hand within hours of dropping off. Cash refunds wait for inspection plus bank processing time. If you're planning to shop with us again, store credit is the fastest path.

For change-of-mind returns, refunds cover what you paid for the item. The original shipping fee and any express shipping upgrade aren't refunded.

Choose whichever works for you. Cash refund is the default if you don't pick.

If more than 10 business days have passed since our cash refund confirmation email and the refund still hasn't appeared, check with your bank first (they can locate it using the transaction reference in our email). Contact us if it's still missing.

Faulty or incorrect items

If your order arrives damaged, faulty, or you've received the wrong item, please report it within 7 days of delivery. For these, message us directly and we'll sort it properly.

Include:

• Your order number
• A clear photo of the issue (for faulty or damaged items)
• A brief description of what's wrong

Our default is to ship you a free replacement, with shipping at our cost. If the item is out of stock, or you'd prefer a refund instead, we'll do that. Either way, you won't need to pay for return shipping, and in most cases you won't need to send the original item back.

Gifts

If you received a Bonvale order as a gift and need to return or exchange it, we can help.

Because all orders are linked to the purchaser's email and order number, gift recipients can't start a return through the usual self-serve flow. Instead, message us at contact@bonvale.com with:

• A description of what you received (item, size, colour)
• The delivery address the gift was sent to
• Your preferred resolution: exchange or refund

Our team will verify the order against the delivery address and set up the return manually.

Exchange first, refund as a backup

The simplest path for a gift return is an exchange. We'll ship a different size, colour, or product to your address. No money changes hands and the original purchaser doesn't need to be involved.

If you'd prefer a refund: we can do that, but the refund goes back to the original purchaser's payment method (we can't refund a recipient who didn't pay). You'd need to coordinate with them. Most people find an exchange easier.

Standard returns conditions apply (30 days from delivery, unworn, tags attached).

Sale and discounted items

Items bought with a discount code, or during a general sale, follow the standard returns policy above.

Items specifically marked "final sale" at the point of purchase cannot be returned or exchanged. These are typically end-of-line or clearance items, and the final sale status is flagged on the product page and at checkout before you buy.

Your statutory rights depend on your country of residence. Many jurisdictions give consumers protections around faulty goods, fitness for purpose, and cancellation of online orders, including the EU and EEA's Consumer Rights Directive, Singapore's Consumer Protection (Fair Trading) Act, and similar legislation elsewhere. These rights exist alongside our voluntary returns policy and aren't replaced by it. If you'd like to confirm what applies in your country before purchasing, message us.

For any questions about shipping or returns, message us via the chat widget in the bottom-right corner of any page. We're available 24/7 and can help with most questions instantly. For anything more complex, our team picks up during business hours. You can also email contact@bonvale.com.