Frequently Asked Questions
Got a Question? Here's a list of some of the most common questions we get asked.2>
WHAT IS YOUR SHIPPING POLICY?
Free shipping is available Australia-wide when you spend over $49 (excluding online eGift Cards, which don't require shipping) otherwise a Delivery Fee of $5.95 is applied. We've worked hard to keep our shipping costs low for you, but by making this change we're ensuring we can continue to offer delivery for shoppers across Australia for the long term.
Alternatively, we also have a wide network of Bonds stores which you can shop from (no shipping required!). You can also find us at our retail partners such as Myer, David Jones, Best & Less, Woolworths, Target, etc, and we still offer our Click & Collect service at no cost to you.
For our international shoppers and for general information on our shipping options, charges and timings please visit our shipping options page.
WHY CAN'T I RETURN UNDERWEAR OR TIGHTS ONLINE FOR CHANGE OF MIND?
There are two reasons why we can't accept change of mind returns for underwear (briefs only) or tights online. Swimwear can only be returned if the hygiene stickers are still in tact, unless faulty. Firstly, for hygiene reasons and secondly to stop this product going to landfill. Each time a pair of undies or tights is returned to us, we cannot re-use it so it ends up in landfill, which we are committed to reducing as part of our long term sustainability mission. You can return undies and tights instore provided they are unworn and have the original tags attached. You can also return undies and tights online or instore if they are faulty. Also remember that swimwear can only be returned if the hygiene stickers are still intact, unless faulty.
WHY DOESN'T THE VALUE AMOUNT OF MY EGIFT CARD QUALIFY ME FOR FREE SHIPPING?
Good question! We offer electronic gift cards for purchase on our website, which we send to you via email. As they do not require shipping the dollar value of your eGift Card is not included in from the total amount of your order when calculating if a delivery fee is payable.
eGift Cards purchased alone don't attract a Delivery Fee.
CAN I RETURN AN ITEM TO A RETAIL STORE?
Goods purchased from bonds.com.au and delivered to an Australian address can be returned to any Bonds or Bonds Kids Store as well as through our online returns system. Items bought via bonds.com.au cannot be returned to a Bonds Outlet store or a third party retailer that stocks Bonds products. There are some limits to our returns policy, including instore returns for online purchases. For more information, check out our returns policy here.
HOW CAN I ACCESS OR CHANGE MY ACCOUNT DETAILS?
Click here to access your account. Don't forget you will need your username and password.
WHY DO I NEED AN ACCOUNT?
As a member you'll pretty much have the run of the place. You can:
- Check out faster when making a purchase
- Check the status of your orders
- See any of your past orders
- Change your account details, including password
- Store any extra shipping addresses
WHAT HAPPENS IF I FORGET MY PASSWORD?
Don't worry if you forget your password, if you Click here, and enter your email address we will send you a new one.
IS MY PERSONAL DATA SAFE IF IT CREATE AN ACCOUNT?
ARE MY CREDIT OR DEBIT CARD DETAILS SAVED?
No, we don't save any of your payment details which means you will have to enter them each time you place an order, but at least you know there's no risk.
I'M NOT SURE I'VE SUCCESSFULLY COMPLETED MY ORDER
When you have successfully completed your order, you will receive a confirmation email. If you don't receive an email, please get in touch with our customer service team. Be sure to check your spam folder first!
IS MY PERSONAL DATA SAFE IF IT CREATE AN ACCOUNT?
I NEED TO RETURN OR EXCHANGE AN ITEM
You can create a new return request using our easy online returns system. If you can't remember whether you placed your order as a member or a guest, check the bottom of your order confirmation email.
WHERE IS MY ORDER?
Please enter your order number (not tracking number) to check the status.
As soon as your order has left our warehouse, we'll send you a shipping notification email to keep you in the loop. For Australian deliveries the email will contain your eParcel tracking number so you can track the progress of your order through the Australia Post website.
International delivery takes between 5-10 working days. If you'd like an updated on the status of your order, please in touch with our customer service team who will help you track it down.
Track your order via Facebook. Ask our new Bonds chat bot on Facebook Messenger for the latest delivery updates on your order. Launch Now.
WHAT IS A PROMO CODE?
A promo code is a series of numbers and letters that gives you to a specific discount or percentage off your purchase when entered at the shopping cart.
An example of a promo code could be, "enter promo code '123ABC' in the shopping cart to receive x% off". This promo would come with certain terms and conditions and will often be time sensitive.
Promo codes are not to be confused with gift vouchers, which need to be entered at final payment stage of checkout.
I FORGOT TO ADD A PROMO CODE TO MY ORDER. CAN IT STILL BE APPLIED?
Unfortunately no. Promo codes can only be applied in the shopping cart screen at time of purchase.
WHAT ARE GIFT CARDS?
Gift Cards are a great way to share your love of Bonds with your family and friends to celebrate any occasion. Gift Cards bought online will be sent to the recipient via email on a date you nominate, so be careful to enter their details carefully.
HOW AND WHERE CAN I USE MY GIFT CARD?
Whether you purchase a Bonds gift card from bonds.com.au or at one of our Bonds stores, the recipient can spend either at both locations.
To redeem a gift card at bonds.com.au, simply select "Got a Bonds Gift Card?" at the final payment step. Type in the barcode number (for a physical gift card) or your gift card code (for a gift card sent by email). Be sure to select "check balance" and then "apply gift card value to order" for the value of the gift card to be deducted from your order total.
You can also use your Bonds gift card bought online to spend at any Bonds store or Bonds Outlet. Simply bring in a printed version of the gift card and present it when you pay at the counter.
HOW CAN I CHECK MY GIFT CARD BALANCE?
To check the amount remaining on your Gift Card, Log In to your account and select the 'Store Credit' tab.
From here you simply enter your Gift Card number and select 'Check Status and Balance'.
WHAT IS AFTERPAY?
Afterpay is a payment service which allows flexible payment plans for your online purchases. Purchase your favourite items online today and enjoy the convenience of paying them off after you receive them, in four equal installments over 8 weeks.
Click here to read more information about Afterpay.
WHAT IS AN ONLINE REVIEW?
We love hearing feedback on our products, because as a valued customer your opinion is important to us. We've provided some guidelines to make sure that your feedback remains helpful to other customers as well. To keep it fair and consistent we only post reviews that are in adherence with these guidelines. So here's an idea of how best to do it:
- Keep feedback based on the product only and your experience of using the product. E.g. size, fabric, how it makes you feel?
- Be honest - tell us what you like about the product and what you don't like about the product
- Keep it clean, get to the point and provide helpful feedback for others
- We are not about anything offensive, racist, crude, so inappropriate comments won't be posted accordingly.
- Also to protect your privacy we can't post any personal information, so use of a nickname for the review is the best way to go. Links to other websites and references to other retailers is also potentially misleading to visitors, so we won't post this info either.
But if you want to talk to us about anything concerning prices, promotions, shipping, customer service or details that are personal to your purchase then give us a call.
Ok, with all the formalities aside, time to get writing!
WHAT IS BONDS & ME?
Bonds & Me is the Bonds loyalty program which gives customers exclusive discounts, a.k.a. "mates rates", and benefits all year round - plus it's free to join.
WHAT DO I GET AS A BONDS & ME MEMBER?
By signing up with a few details, you'll get:
- Access to three levels of discounts, which gives you either 10%, 20%, or 30% off# every order in store and online, depending on how much you spend in a 12-month rolling period.
- Bonuses like birthday gift vouchers, exclusive product launches, invites to sales, and events, plus loads more!
Click here to learn more.
WHY AM I NOW RECEIVING ONLY 10% INSTEAD OF 20% OFF?
To continue to offer this free-to-sign-up service so that everyone, no matter how much they spend, can reap the rewards, we recently made some exciting changes to the Bonds & Me program. We now offer three levels of benefits, instead of two, which gives you greater access to even more exclusives such as member-only sales, product launches, invites and more. Plus, every item you buy brings you one step closer to more savings!
What's not changing:
- You login details
- Your address and contact info
- Your current spend amount
Click here for more info.
HOW DO I JOIN BONDS & ME?
There are three ways to join!
- In store, sign up at the register by providing your name and a valid email address. Overnight, we'll send you an email asking you to complete your full registration online.
- If you have an existing Bonds online account, simply sign in and go to 'My Account' then 'My Preferences' and tick the opt-in to BONDS & ME box.
- Or finally, if you don't have any account with us and aren't visiting a store anytime soon, you can sign up to BONDS & ME online here.
HOW DO I GET MY DISCOUNTS WHEN I SHOP IN STORE OR ONLINE?
Once you've registered for Bonds & Me online and signed into your account, you'll automatically be able to see your Bonds & Me discounted price on the site, as long as you're signed in. When you shop in store, let our staff know you're a Bonds & Me member when you're ready to pay at the register, and we'll check your details on the system.
HOW DO I UPDATE MY PROFILE DETAILS?
You must sign in using the 'Sign In' link in the top right-hand corner of www.bonds.com.au Once you're signed in, you can change your preferences anytime via your account under 'My Account' where you can review and update your Bonds & Me details and preferences.
I'VE FORGOTTEN MY BONDS & ME PASSWORD
It happens! Simply click on the 'Sign In' link in the top right-hand corner of www.bonds.com.au and click on the 'Forgot your password' link, and you'll be prompted to enter your email address. We'll send you a new password to your email address. Simple!
HOW DO I CHANGE MY BONDS & ME PASSWORD?
Sign in using the Bonds & Me 'Sign In' link in the top right-hand corner of www.bonds.com.au Once you're signed in, click on 'My Account' in the top right-hand corner and once on this page click 'Account Information' and tick the 'Change Password' option. Simply enter your existing password, your preferred new password, confirm it and click 'Submit'.
WHAT WILL I SEE AS A BONDS & ME MEMBER SIGNED IN?
When you're signed in as a Bonds & Me member, you'll see full retail-priced products reduced with your discount (either 10%, 20% or 30% off depending on your membership level); it will show the original price crossed out, and a Bonds & Me price just for you.
I PLACED AN ORDER BUT DIDN'T RECEIVE BONDS & ME PRICING?
You must be signed in as a Bonds & Me member to receive your member discount. If you were signed in, and the discount still didn't show, please contact Customer Service and we will investigate the matter further.
WHERE CAN I USE MY BONDS & ME DISCOUNT?
CAN I USE MY BONDS & ME MEMBERSHIP AT BONDS OUTLET STORES OR OTHER RETAILERS?
I DON'T WANT TO RECEIVE ANY EMAILS
Email is the best way for us to communicate Bonds & Me information and deals to you - if you want to unsubscribe from email you can, but we won't be able to offer you your membership discount without being able to email you! You can change your preferences anytime via your online account when you are signed in under 'My Account' and then 'My Preferences'.