PLEASE READ: IMPORTANT NOTICE ABOUT DELIVERIES
PLEASE READ: IMPORTANT NOTICE ABOUT DELIVERIES

BONDS Help Hub

Got a Question? Here's a list of some of the most common questions we get asked.

Got a Question? Here's a list of some of the most common questions we get asked.

ORDERS & SHIPPING

Orders within Australia

 
I’ve made an error with my delivery address on my order, can you fix it?

Depending on when you placed the order we may be able to assist. It's best to contact our Customer Service Team as soon as possible on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT) to see if they can update your order details.

I’ve made an error with my billing address. What does this mean?

Not to worry, as long as your delivery address details are correct your billing address won't be affected.

I won't be at home/work to receive my order. Help!

If you won't be at home/work or another location where a parcel can be delivered, Australia Post's free and secure 24/7 Parcel Lockers offers an easy and convenient alternative. To select this delivery option at checkout, you must first create a free Australia Post MyPost account. Once you've created your account, you can select this option at checkout. If you have any questions, please contact Australia Post.

Another option is to have your order delivered to your local Post Office. You can select this shipping option and your preferred Post Office by entering your postcode during checkout.

Can my parcel be left on the doorstep outside my address?

Sadly not. We wouldn't want something to happen to your lovely new Bonds gear and so we require a signature upon delivery.

My order is showing as complete, but I haven't received it. What the?

A 'complete' order means it's been sent from our end, not necessarily that it's been received on your end. For up-to-the-minute information on the whereabouts of your order, please check the tracking information emailed to you or via the Australia Post website.

Can I amend my order before shipment?

Sorry, we're unable to make changes (e.g. styles, sizes, quantity) to your order, including delivery or payment methods, once your order has been placed. Depending on when your order was placed you may be able to cancel some items, however new items cannot be added. We suggest immediately calling Customer Service on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT) for further assistance.

I placed an express shipping order but I have yet to receive it. Why?

Express shipping orders placed before 11am (AEDT) on business days may take up to 1-2 business days to arrive for metro locations. If you're still waiting for your order beyond this timeframe, please contact Customer Service via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT).

Where has your express shipping option gone?

During peak sales periods, express shipping is temporarily unavailable. We apologise for any inconvenience.

International Orders

I've received my international order, but I don't like what I've purchased. What can I do?

Please contact Customer Service via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT). Given the return is within the 60 day return period, the team will provide you with a Returns Authorisation Number and address to return the goods. A refund is the only option available for returns on international orders.

My DHL tracking will not work. What can I do?

It's all good. You can access tracking via the DHL website - Simply amend the date in the "from field" to reflect the date in which you placed your order and your tracking should appear. If not, please contact our Customer Service Team via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT).

My order is showing as complete, but I haven't received it. What the?

A 'complete' order means it's been sent from our end, not necessarily that it’s been received on your end. For up-to-the-minute information on the whereabouts of your order, please check the tracking information sent to you via email or via the DHL website.

My order tracking is showing that it hasn't been delivered and is now being returned to Bonds. Why?

There could be a number of reasons for this, such as an incorrect delivery address. We suggest contacting your local DHL branch to find out whether the parcel can be re-delivered. Alternatively, please contact Customer Service viaemail or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT). Please note: We are unable to re-send the same order; instead a refund will be applied when the order has been received back by our team.

What's the deal with international taxes and fees?

Good question! When placing an international order, you will be charged in Australian (AUD) dollars but will exclude Australian GST (Goods and Services Tax). Because customs policies vary from country to country, international orders may be subject to local customs charges. We cannot mark international orders as a gift as a way of bypassing or reducing customs fees. Any customs, import duties and associated fees are the responsibility of the recipient and are charged once the parcel reaches its country of destination. If goods are above the threshold and customs entry is required, our logistics partner will charge an additional admin handling fee for customs clearance. For more information about your country's custom policies, please contact your local customs office. For further information about international delivery timeframes and our international shipping fees, please visit www.bonds.com.au/shipping-options

For general info on our shipping options, charges, timings and our delivery postcode checker please visit our shipping options page.

SHIPPING OPTIONS

RETURNS

I need to return or exchange an item. How do I go about this?

No problemo! Returning or exchanging an item is super easy thanks to our online returns system. Unfortunately, returns aren’t available for international orders.

To start your return, you’ll need your order number, which you can find in your confirmation email or printed on the outside of your parcel (it is labelled as a P/O number). Then simply create a new return request, by clicking the Request Return button above. If you can't remember whether you placed your order as a member or a guest, check the bottom of your order confirmation email. For more information, check our returns policy here.

I have received a faulty item, what can I do?

Take a photo of the item and email it, along with your order number, to our Customer Service Team for further assistance.

I’ve lost my returns label / original bag. Help!

Don't worry we will re-supply you with a replied paid address label once you submit your return. If you can’t print this label, simply write the replied paid address on a piece of paper, along with your return number and sticky tape it to your parcel. There is no fee associated with arranging a return.

I've received the wrong item(s) with my order. What can I do?

Please contact our Customer Service Team via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT).

Return an Item

How will I know when you’ve received my return?

This may take a while, up to 60 days. Hold tight.

Have faith dear friend, as soon as your return has been processed by our warehouse team, we'll email you to let you know. It can sometimes take a little while to get to us! If for some strange reason you don't receive an email within 60 days of posting your parcel to us, please get in touch with our Customer Service Team via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT).

Can I return items bought with a gift card?

You certainly can! Your right to return an item is exactly the same regardless of whether you bought it with a gift card or not. Your refund will be processed as an online store credit.

Can I return items bought online in store?

Items bought via bonds.com.au must be returned through our online returns system. Items purchased in a Bonds retail store can be returned to any Bonds retail store.

If the price has changed since I bought an item, will I receive the new price on my refund?

You will receive the same price you paid for the item refunded to you via the original payment method you used.

For general info on our returns process and to lodge a return please visit our returns page.

Return an Item

PROMOTIONS, MEMBERSHIPS & GIFT CARDS

What is a promo code and how do I apply it?

Every now and then, we offer discount and promo codes during a sale or marketing campaign. To hear of any future promos, sign up to our newsletter or follow us on Facebook or Instagram.

To apply a promo code during checkout, in your shopping bag, locate the field in the top right hand side and tick the box "Add promo code or gift card". A drop down field will appear. Simply enter the code in the corresponding field and it'll automatically apply it. Easy peasy!

What is a Bonds gift card and how do I redeem it?

A gift card can be either purchased in a Bonds store, online or through one of our third party retailers. Gift cards are treated like cash and can be put towards any purchase you make online at www.bonds.com.au

To redeem a gift card during checkout, in your shopping bag, locate the field in the top right hand side and tick the box "Add promo code or gift card". A drop down field will appear. Simply enter the code in the corresponding field and it'll automatically apply it. Simple!

How do I apply store credit to my order?

To apply a store credit to your order, please continue through to the final stage of the checkout process. Sign into your account and fill in your shipping/billing address information. In the payment step, beneath the credit card section, you'll see a box that says "Use store credit" with the available credit next to it. Tick this box and the credit will be automatically applied to your total amount. In order to use Paypal Express and Visa Checkout in conjunction with a store credit make sure you apply your store credit at the very last stage of checkout.

How do I buy a gift card?

There are three options for Bonds gift cards:

  1. Send it directly to your friend’s email address (electronic gift card, purchased here)
  2. Send it to your own email address and print it out (electronic gift card, purchased here)
  3. Buy a physical gift card from a store (not available online, buy from Bonds stores, Woolworths, Coles or Australia Post)
The person I bought the gift card for hasn’t received it yet. What can I do?

We’re sorry to hear that. It’s a good idea to ask them to check in their junk mail folder in their email. If it’s not there, then our Customer Service team will do their very best to assist you. Please contact them via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEST) with the following details:

  1. The order number you received when you purchased the gift voucher or the email address registered to the account the voucher was ordered from.
  2. The value of the gift voucher.
  3. The email address the gift voucher was sent to.
What can I do if I have lost my physical Bonds gift card or have deleted my electronic gift card via email?

We understand, these things happen. Unfortunately, physical gift cards are treated like cash and therefore we’re unable to reissue a new one. In the case of a lost electronic gift card, please contact our Customer Service Team via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT) with the following details where applicable:

  1. The email address the gift voucher was sent to.
  2. The email address registered to the account the voucher was ordered from.
  3. The value of the gift voucher.
What can I do if my gift card (physical or electronic) has expired? Can it be extended?

Unfortunately not. In the instance where a gift card has expired, we are unable to reissue a new one or extend the timeframe in which it can be used.

The price has changed since I ordered. Can I get a refund?

Ah, that pesky Aussie dollar! As an online business, our prices often fluctuate in response to fashion trends, stock and the demand from our customers. Due to these changes, we are unable to refund the difference in any price changes from when the item was originally purchased.

Can I use my Bonds & Me discount in conjunction with other active promotions or sales?

To ensure you always get the best deal, our generous Bonds & Me discount applies to RRP and is not available in addition to any other promotion or sale. When logged into your Bonds & Me account, the RRP prices displayed online will automatically reflect your membership discount.

I have a Bonds account but cannot seem to log in online. What’s going on?

One of the reasons for this could be that you currently have an in store only Bonds account, which you signed up to in a Bonds store. To link your current account with an online Bonds & Me account, simply upgrade here. If you’re unsure, please contact Customer Service via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT).

I forgot to sign into my Bonds & Me account before placing my order. Help!

Unfortunately we cannot apply member discounts to an order once it has been placed.

How do I unsubscribe from Bonds emails?

While we’re sorry to hear you’re opting out (sob!) you can unsubscribe here: https://www.bonds.com.au/www.bonds.com.au/loyalty/optout or alternatively please email support@bonds.com.au to be removed from our mailing list.

OTHER

I’m having IT issues with your website. Help!

Ugh, IT issues… we feel you! To get the best online experience, we suggest using an up-to-date browser like Chrome, which you can download here. If you’re still having problems, get in touch with our Customer Service team via email or on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT) and include the following where possible:

  • As much detail as you can about the issue.
  • Screen shots of any error message you get.
  • Which web browser operating system you are using (e.g. Internet Explorer, Firefox, Chrome, Safari, etc.).
  • Which device you are using, e.g. phone, desktop or tablet.
  • What you have done so far to try to resolve it.
I’ve sent an enquiry over social media to your Facebook/Twitter accounts but are yet to hear back. Any advice?

We aim to get back to enquiries on Facebook and Twitter within 24 to 48 hours during business days. If your query is urgent, please call Customer Service on 1800 806 906 (Monday – Friday, 8am-5.30pm AEDT).

I’m interested in working for Bonds. Where can I find your current job vacancies or information about how to apply for a position?

Well gosh, how flattering! For employment vacancies and everything else job-related, please check out our Bonds Jobs website at www.bonds.com.au/bondsjobs

Do you have an ethical sourcing policy?

We certainly do. At Bonds, we have a responsibility to our customers, colleagues and supply partners to ensure that the items sold on Bonds.com.au are produced under acceptable conditions and in an ethical way. This means that they must have been produced:

  • Lawfully, through fair and honest dealing;
  • Without exploiting the people who made them;
  • In decent working conditions and;
  • Without damaging the environment

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