Help

Orders

Delivery

Returns & refunds

Product & stock

 

 

ORDERS

Can I change my order after I've placed it?

You can change your order as much as you like before you click “Complete order” but after this point you won’t be able to make any changes (including different size, color, delivery address etc.),and your items will be sent out to you as per your order confirmation.

 

Can I cancel my order after I've placed it?

Once you confirm your order and click "Complete order" during checkout, it's too late to cancel it. Once you receive your order, you can return it to us for a refund instead.

 

I received an incorrect item in my order, what do I do?

We are sorry if you received a wrong item and want to sort out any issues straight away. Please contact our Customer Care team via email hello@bonamie.co with your order number and we'll get back to you as quickly as possible. 

 

Will I be charged customs & import duties?

Customs & import duty charges do not apply to customers in the European Union. 

International customers might be required to pay customs & import duties.  We don't know what the costs will be as customs policies and charges are different from country to country. We advise you to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

Do you have any promotional codes?

We often have discounts and promotional codes available so check back soon for the latest promos and make sure to follow us on our social media. 

 

What happens if I forget to apply a discount code?

Once you click "Complete order" and the order is placed, we're not able to manually add the discount but if the discount code is still valid, you can use it on your next order.

 

How do I use a discount code?

Add your item(s) to your shopping cart, click "Checkout" and then enter your discount code in the "Discount" box and click "Apply".
Your discount can’t be used in conjunction with any other offer, sale or promotion.

 

What methods of payment do you accept?

We currently accept Visa, Maestro, Mastercard and AmericanExpress payments.
Cash on delivery (COD) is available only for orders within Croatia.

 

 

DELIVERY

What is the delivery time for my country?

You can check all estimated delivery times and shipping info for all countries here.

 

How much is the shipping to my country?

You can check all estimated delivery times and shipping info for all countries here.

 

Will I be charged customs & import duties?

Customs & import duty charges do not apply to customers in the European Union. 

International customers might be required to pay customs & import duties.  We don't know what the costs will be as customs policies and charges are different from country to country. We advise you to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

Where is my order?

You can find the estimated delivery time for your country here, in your order confirmation email or by logging into your account here

You can also track your order via the tracking number sent to your email address or you can find it by logging into your account here. Your tracking link will be able to provide up to date information on the status of your order.

Where possible, our couriers will send you a text confirmation on the morning of your delivery.

If the estimated delivery time has passed and you tracked your order but still need help, please contact us via our email hello@bonamie.co.

We aim to meet the delivery times but during busy periods (including sale) deliveries may take a little longer. We work hard to keep those changes at a minimum. We can't be responsible for delivery delays caused by wrong delivery information left by you. 

 

Can you redirect my parcel to a different address?

We can't change the address your order is being sent to once you click "Complete order" during checkout. But don't worry – if you're not in when a delivery is attempted the carrier will leave a card advising how to rearrange a delivery and/or where you can pick up your parcel. Where possible you can also rearrange a delivery via the instructions sent to you by email and/or a text message.

 

Can I track the delivery of my order?

Yes, you'll receive a shipping confirmation email with your tracking number and a link to the tracking page once your order is sent. You can also see your tracking number by logging into your account here.

Where possible, our couriers will also send you an email and/or a text confirmation with the tracking number.

  

What if I'm not in when my delivery arrives?

If you're not in when a delivery is attempted the carrier will leave a card advising how to rearrange a delivery and/or where you can pick up your parcel.

 

 

RETURNS & REFUNDS

I am from Croatia, how do I return something to you?

Returns must be made within 14 days of receiving your order. You can read all the instructions here.

 

I am an international customer, how do I return something to you?

Returns must be made within 14 days of receiving your order. You can read all the instructions here.

 

I am from Croatia, have you received my returned item?

It can take up to 7 working days (excluding weekends and public holidays) for your order to reach us depending on your location and which postal service you use. Once it does, we will usually process the return within 1 working day but please note that in some cases it can take up to 10 working days for it to be processed.

You will receive a confirmation email once your return is processed with all the details. Once you receive this email, it can then take up to 10 working days for the funds to appear back in your account depending on your bank and/or card issuer.

 

I am an international customer, have you received my returned item?

It can usually take up to 10 working days (excluding weekends and public holidays) for your return to be delivered back to us, depending on your location and which postal service you use. 

Once it reaches us, we will usually process the return within 1 working day but please note that in some cases it can take up to 10 working days for it to be processed.

You will receive a confirmation email once your return is processed with all the details. Once you receive this email, it can then take up to 10 working days for the funds to appear back in your account depending on your bank and/or card issuer.

 

How long until my return is processed?

Once your return reaches us, we will usually process it within 1 working day. In some cases it can take up to maximum of 10 working days for it to be processed.

You will receive a confirmation email once your return is processed; it can then take up to 10 working days for the funds to appear back in your account depending on your bank and/or card issuer.

 

How can I get a new return form?

If you lost your returns form don’t worry, you can print a new one here (for Croatian customers) or here (for international customers).

 

Can I return an item for an exchange instead of a refund?

For Croatian customers - You can exchange an item only for the same item in a different size or color. The price must be the same as the price at which you bought the original product. If the item is out of stock in the size or colour you need, then a refund will be processed instead. 

We'll send you an email to let you know once we've processed your return with the details of any refunds and exchanged items. If an item is out of stock we’ll let you know we couldn’t exchange it and issue a refund instead. If an exchange is available, we’ll drop you another email once your new item has left our warehouse.

Any exchanged items will be sent to the original delivery address using the same delivery service as your original order.

If you would like to exchange an item for a completely different one, we would recommend returning the unwanted item back to us for a refund and then placing a new order.

For International customers - We're not able to offer an exchange on returned items. All returned items will be refunded once they've been received. If you need a different size or colour of an item or a completely different item, we would recommend returning the unwanted item back to us for a refund and then placing a new order.

 

Do you refund delivery charges if I return something?

Delivery charges are non refundable. Your delivery charge will only be refunded in some circumstances, for example if your received an incorrect item and want to return it.

 

I received an item and it was incorrectly refunded or replaced.

We sincerely apologize if we made a mistake. If you asked for an exchange and got a refund instead, it’s probably because the item you wanted is out of stock. In this case we issue you with a refund so you have the choice to buy what you want instead.

 

What happens if I forgot to include my return form?

If you forgot to include your returns form don’t worry, you can send it to our email address hello@bonamie.co

If you lost your returns form you can download a new one here (for Croatian customers) or here (for international customers).

 

 

PRODUCT & STOCK

Can you tell me if an item I want is going to be back in stock?

We can't guarantee if an item is going to be back in stock but we do tend to restock our most popular non sale items every 2 weeks so keep checking our website for new stock.

I can't find the item I want on the website.

If you can't find the item you want, it means the item is sold out and won't be restocked for good, we're really sorry if it causes any inconvenience for you.

 

 
  
Got more questions?
Email us at hello@bonamie.co, message us via our Facebook page Bonamie, or dm us via our Instagram page @bonamie_