Returns & exchanges

RETURNS

If you want to return an item, keep in mind that it has to be within 14 days of receipt of the shipment and that: 

- the item is unworn and unwashed

- there is no smell of cigarettes, perfume, food, sweat etc. 

- all tags are attached with no signs of trying to remove them

- there are no signs of transfer of any make up, deodorant or any other stains

- there are no any other damages

 

Returns must be made within 14 days of receipt of the shipment. 

There's no need to let us know you're returning something, just fill out the returns form and send it back to us along with the receipt, the item you want to return, packaging and all the add-ons you recieved. 

We need to know the order number that your return related to, so please make sure that your returns form is filled out and included in your returns parcel. You can find the order number in your confirmation email which you received after you completed your order or you can find it in by logging into your account. 

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

The shipping costs for returning the item back to us must be paid by the customer.

We strongly recommend that you send your item back to us via trackable postal service and with declared value of the parcel to make sure your parcel is insured and you have a proof that you sent it. 

Shipping and handling fees are non refundable.

All goods will be inspected on return. In an unlikely event that an item returned to us does not comply with all the conditions mentioned above, the refund will be denied and the item returned back to you.

Once your item reaches us (up to 10 working days depending on your location and the postal service you sent it with), it will usually be processed within 1 working day but please note that in some cases it can take up to 10 working days.

You will receive an email once your return is processed and after that, it will take up to 10 working days depending on your bank and card issuer for the refund to reach you.

 

 

EXCHANGES

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.

 

 

Got more questions? Email us at hello@bonamie.co :)