FAQ

You'll get a tracking link by email as soon as your order ships. If it's been more than two business days since you ordered and you haven't heard from us, check your spam folder first, then get in touch. We'll find it.

Address corrections can be requested within 2 hours of placing your order (or before dispatch, whichever is earlier), please message us via chat with your order number and the correct address. We can make one correction per order at no charge.

Once that window closes, the order enters our fulfilment queue and the address is locked. After dispatch, redirects are handled by the courier directly using your tracking link, and any redirect fees are charged by the courier. Get in touch and we'll guide you through the carrier's process.

We ship to Australia, New Zealand, and the United Kingdom through dedicated regional sites, and to the rest of the world through our global site. Each site has its own pricing, shipping, and returns, so make sure you're shopping the right one for your location:

• Australia: bonvale.com/en-au
• New Zealand: bonvale.co.nz
• United Kingdom: bonvale.co.uk
• Everywhere else: bonvale.com

Check with anyone else at the address first, and have a look around the property. Couriers sometimes leave parcels in less obvious places, such as porches, side gates, parcel lockers, or with neighbours. If it still hasn't turned up after 24 hours, message us and we'll investigate with the carrier.

All applicable taxes, customs, and duties are calculated at checkout and included in your order total, so there's nothing extra to pay on delivery. That means GST on AU and NZ orders, VAT on UK orders, and any applicable import duties or taxes for international orders placed through our global site.

You have 30 days from delivery to return unworn, unwashed items in their original condition, with all tags attached and original packaging intact. Boxers, socks, and other intimate apparel can't be returned for hygiene reasons. Final sale items are marked as such on the product page.

Once we've received your return, processing takes 5 to 7 business days. After that, your bank takes another 3 to 10 business days to show the refund in your account, which is frustrating but out of our hands. If you choose store credit instead, it lands in your account as soon as your return is scanned at drop-off, usually within one business day.

If you spot an issue, message us via chat with your order number and a clear photo of the problem within 7 days of delivery and we'll sort it. You won't need to pay for return shipping and you don't need to go through the returns portal. For manufacturing defects spotted later, get in touch and we'll handle it case-by-case.