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Need help with your Bonds x Bluey Order?

Bonds X Bluey Updates

Why is the range limited to Bonds & Me members only?

Following feedback on our last few launches, we heard our customers loud and clear. To ensure the best possible shopping experience, we’re changing up our processes and providing all Bonds & Me members with early access to our collaboration ranges – so they can shop the range before everyone else. Make sure you’re signed up as a Bonds & Me member to get the news on our next launch. While we can’t guarantee that each range still won’t sell quickly – we’re hoping this will help to minimise website issues and allow us to notify all customers at the time of launch. We’re also capping our Bonds x Bluey ranges at a limit of 3 items per style.

I never receive the emails / I didn’t receive an email.

Unfortunately, due to delays with some email clients, we cannot guarantee that email newsletters will come through inboxes at the same pace for all customers. With that in mind, we’re encouraging our fans to turn on post notifications for Instagram or Facebook so you can receive real time updates for any launches. While we can’t guarantee that each range still won’t sell quickly – we’re hoping that limited early access to Bonds & Me members will help to minimise website issues and allow more of our loyal customers to shop the range.

Is there a limit on how many items people can buy?

Thanks for getting in touch. While many customers are respectful of appropriate quantities for personal use, we recognise that some customers have been buying into our collaboration ranges with the intent of on-selling this product. Our Bonds x Bluey collaboration range is now capped to limit of 3 items per style. We monitor all orders to ensure that these limits are adhered to.

Where can I buy the Bonds x Bluey range?

The new Bonds x Bluey range is available for Bonds & Me members online at bonds.com.au (free shipping & returns Australia wide).

Will you make the range available to non-members? And when?

Based on feedback from some of our prior collabs where B&M members have missed out, our intent on this collaboration was to offer it exclusively to our B&M members to provide a greater chance of access as valued members.

I was promised early access, but the range had sold out by the time I got there. / I wasn’t notified in time that the range was launching and missed out.

We’re sorry to hear you’re disappointed. Following feedback on our last few launches, we heard our customers loud and clear. To ensure the best possible shopping experience, we’ve changed up our processes to provide all Bonds & Me members with early access to our collaboration ranges – so they can shop the range before everyone else. We also capped product at 3 items per style. Unfortunately, we can’t guarantee that the range still won’t sell quickly and products are available only while stocks last.

I didn’t get a chance to buy the range before it sold out, when will you be restocking?

We are surprised and excited about how fast the Bonds x Bluey range has sold. As this is a limited-edition range, these products are only available while stocks last and we will not be restocking.

I would like to raise a formal complaint about the advertising I have seen.

Formal complaints can be made via the Advertising Standards Bureau. Visit https://adstandards.com.au/lodge-complaint or call (02) 6173 1500 to lodge a formal complaint.

Multiple Orders

We’re sorry for the recent system errors and IT mishaps during our Bonds x Bluey launch. Our website experienced several issues resulting in multiple orders being placed for some customers. To facilitate resolving this fairly and quickly we have cancelled all multiple orders. Customers affected will still receive one order with the highest dollar value to try and retain a customer’s largest order. Other orders have been cancelled and all payments refunded.

Why has my Bonds x Bluey order been cancelled?

We’re sorry for the recent system errors and IT mishaps during our Bonds x Bluey launch. Our website experienced several issues resulting in multiple orders being placed for some customers. To facilitate resolving this fairly and quickly we have cancelled all multiple orders. Customers affected will still receive the order with the highest dollar value. Other orders have been cancelled and all payments refunded.

Why can’t I receive both of my Bonds x Bluey orders?

We understand that some customers may have intentionally placed multiple orders during this time. We have with the best of intentions placed strict stock limits in place for collaboration ranges to ensure that more of our customers are able to purchase the range, and for this reason we do not encourage multiple orders.

How did you choose which order to cancel?

To facilitate resolving this fairly and quickly we have cancelled all multiple orders. Customers affected will still receive the order with the highest dollar value to try and retain a customer’s largest order.

When can I expect my refund for duplicate orders?

We have processed a refund for all duplicate orders back to the method of payment. It may take 3-5 business days to appear in your account.

Payment Charges with No Orders

We’re sorry for the recent system errors and IT mishaps during our Bonds x Bluey launch. Our website experienced several issues, which resulted in orders not being submitted after payments were taken for some customers. We are processing a refund for any such payments taken, back to the method of payment. Once the refund is processed, you will receive an email from Bonds or your payment provider. The refund may take 3-5 business days to appear in your account. It should be in your account by Friday 2nd October.
Please note further detail around payment providers below:

  • American Express/Mastercard/VISA: all refunds have been processed
  • Open Pay: all refunds will be processed by Friday 25th September
  • ZIP: all refunds have been processed by the provider
  • Afterpay: all refunds have been processed
  • Humm: all refunds have been processed
  • PayPal: all refunds are currently be processed by Paypal

I have had payment taken but no order confirmation.

We’re sorry for the recent system errors and IT mishaps during our Bonds x Bluey launch. Our website experienced several issues, which resulted in orders not being submitted despite payments being taken for some customers. We are working through refunding your payment. The status of your refund depends on your payment method. The refund may take 3-5 business days to appear in your account. It should be in your account by Friday 2nd October. Please note further detail around payment providers below:

  • American Express/Mastercard/VISA: all refunds have been processed
  • Open Pay: all refunds will be processed by Friday 25th September
  • ZIP: all refunds have been processed by the provider
  • Afterpay: all refunds have been processed
  • Humm: all refunds have been processed
  • PayPal: all refunds are currently be processed by Paypal

I still haven’t received my refund for my unsuccessful order?

We are processing a refund for payments taken against unsuccessful orders, back to the method of payment. Once the refund is processed, you will receive an email from Bonds or your payment provider. The refund may take 3-5 business days to appear. It should be in your account by Friday 2nd October.

Bonds x Bluey Bodysuit 2-Pack

Thanks for your recent Bonds x Bluey order containing the Bluey Short Sleeve Bodysuit 2-pack. Unfortunately, this item detail was incorrectly listed and this item is available in a 1-pack only. For the inconvenience caused and to rectify this issue we will be processing a refund for any orders of the Bluey Short Sleeve Bodysuit 2-pack. All refunds will be processed by Friday 25th September, back to the method of payment. This may take 3-5 business days to appear in your account. Please note: you do not need to return the single bodysuit received.

I received my order confirmations and then you cancelled and refunded one of my orders, that isn’t allowed.

Under point 4.1 of our Website Terms and Conditions, we reserve the right to accept or reject your Order for any reason at any time. Due to the extent of the issues affecting our site and customers, we needed to cancel a significant volume of orders quickly and did so in a consistent manner to try and be fair to all customers. We also have strict stock limits in place for collaboration ranges to ensure that more of our customers are able to purchase the range, and for this reason we do not encourage multiple orders.

Why can’t you send all of my orders, they are for different kids, this is not good enough.

We understand that some customers may have intentionally placed multiple orders during this time. Due to the extent of the issues affecting our site and customers, we needed to cancel a significant volume of orders quickly and did so in a consistent manner to try and be fair to all customers. We also have strict stock limits in place for collaboration ranges to ensure that more of our customers are able to purchase the range, and for this reason we do not encourage multiple orders.

Why are the Bonds Customer Service phone lines closed?

Due to our recent system errors our website experienced several issues and the number of customers raising cases increased significantly. Therefore, to be able to address each issue being raised by multiple customers as quickly as possible, the most efficient way to respond to consumers was via general emails. Our customer service phone lines will reopen by Monday 28th September.

Why haven’t Customer Services replied to my email?

Due to our recent system errors our website experienced several issues and the number of customers raising cases increased significantly. Therefore, to be able to address each issue being raised by multiple customers as quickly as possible, the most efficient way on getting back to all customer enquiries has been via general emails rather than individual responses. Due to the volume this has taken longer than our usual response timings and for that we apologise.
If you have an outstanding issue that has not been covered in an email or eDM already sent to you, please contact Customer Service via bondssupport@hanes.com or Live Chat via our website www.bonds.com.au and the team can assist you.

What is customer services doing?

Our customers services team are working are hard as possible to respond to all queries as quickly and accurately as possible. Due to the volume this may take slightly longer than our usual response timings. The team have been prioritising the processing of refunds to those affected.
We have opted to keep everyone updated as quickly as possible by sending bulk eDMs to those affected groups. We are also working to respond to those customers who have been in touch with customer services to make sure their issues have been addressed if they are not covered by our bulk eDM’.
We appreciate your patience whilst we work through the cases and ask that customers be respectful and avoid repeated contact that slows up the system.

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