Returns Process
I want to return an item, how do I go about this?
No problemo! Returning an item is super easy thanks to our online returns system. You can also return items to your nearest Bonds stores (including Bonds, Bonds Kids and Bonds Outlet Stores but excluding Bonds Clearance Outlet Stores). Products bought via bonds.com.au/outlet cannot be returned at all, unless faulty. For further restrictions on returns, including what you can and can't return, which are explained further in our returns policy. Please note we do not offer exchanges online.
To return online:
To start your return online, you'll need your order number, which you can find in your shipping confirmation email or printed on the outside of your parcel (it is labelled as a P/O number). Create a new return request, by clicking the 'Return by Mail' button below. If you can't remember whether you placed your order as a Bonds Rewards member or a guest, refer to the bottom of your shipment confirmation email.
To return in store:
To return an item in store, first check that the item can be returned by clicking the 'Return In Store' button below. Once it has been confirmed that you can return your item, you will need to bring your shipping confirmation email in store with you. Free change of mind returns are available up to 60 days after purchase. Faulty items can be returned at any time.
Where do I go to complete my return?
To process a return for a refund, please follow the below link using your order number and email address.
Do you offer free Returns?
We sure do! Free shipping on returns is available using Australia post eParcel. Your postage paid shipping label will be generated as part of the returns process.
A return label was not included in my parcel?
Not to worry! Due to our commitment in sustainability we are no longer providing returns labels in your parcel. Your return label will be electronically generated at the end of completing your return steps and will be emailed to you for printing.
Don't have a printer? Don't worry, the lovely folk at Australia Post can help. Show them the QR code on your return email and they can print out a label for you.
I want to create a return, but my order is not showing up on my account?
If you’re trying to create a return on a recent order but can’t see it in your account chances are you have completed the order as a guest. Simply log out of your account by clicking on ‘My Account’ in the top right hand corner, and then click ‘Sign Out’. Once you’ve done that, click the following link to complete your return: www.bonds.com.au/rma/guest/login/
I’ve thrown out the packaging the order came in, can I still return it or will I have to buy a new satchel?
Good news! You are still able to return the items, just as long as the items are sealed up properly in a spare shopping bag or plastic bag, with the return number and address clearly labelled on the front of the parcel. Once you have done this, take it to the post office or put it in a post box for return.
How will I know you have received my return?
Returns can take up to 30 days to receive, so your patience is appreciated. As soon as your return has been processed by our warehouse team, we'll email you to let you know. If for some strange reason you don't receive an email within 30 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, 9am-4pm AEST).
I can’t find my order number to create a return?
Your order number can be located either in your order confirmation email, or on the front of your parcel bag – if you’re searching on your bag, look out for the P/O# number. If you have used PayPal to process your order, the invoice ID on your PayPal receipt is also your order number.
I don’t have my return receipt, can I still create a return?
Yep, you can. As long as your return authorisation number and reply paid address is on the front of the parcel, that is all that’s required!
I bought an item in store but have thrown away my receipt and/or tags, what can I do?
Unfortunately, we cannot accept a return for refund or exchange in store without both the receipt and tags. Bank statements will not suffice as valid proof of purchase in this situation.
I want to create a return but I spelt my email address incorrectly when I placed my order?
Not to worry – you can still create a return however you will need to use the incorrect email address to process it. If you don’t know what it is, you can call customer service on 1800 806 906 and provide them with the P/O# number located on the front of your parcel.
Why can’t I return underwear, swimwear or tights online if I’ve changed my mind?
There are two reasons why we can't accept returns online for underwear (briefs only), swimwear (with hygiene sticker removed) or tights. Firstly, for hygiene reasons and secondly to prevent this product from ending up in landfill. Each time a pair of undies or tights is returned to us online 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 Bonds undies and tights in store provided they are unworn and have the original tags attached. Other brands of undies and tights purchased via bonds.com.au such as Jockey, Berlei, Voodoo, Kayser, Sheer Relief and Razzamatazz cannot be returned either online or instore. Swimwear can only be returned if the hygiene stickers are intact. You can also return any product online or in store if it is faulty. For more information, check our Returns Policy.
Can I return an item in store that I bought online?
Items bought via bonds.com.au and delivered to an Australian address (excluding non-Bonds products such as Jockey underwear or non-Bonds hosiery, e.g. Voodoo, Kayser, Sheer Relief, Razzamatazz, etc) can be returned through our online returns system or to any Bonds, Bonds Kids or Bonds Outlet store. Items bought online at bonds.com.au cannot be returned to a Bonds Clearance Store or a third party retailer (e.g. Big W, Woolworths, Myer, etc) that stocks Bonds products. Products bought at bonds.com.au/outlet cannot be returned at all, unless faulty. There are some restrictions on what you can and can't return. For more information, check our our Returns Policy.
Can I return an item online that I bought in store?
Items purchased in a Bonds, Bonds Kids or Bonds Outlet store can be returned at any Bonds, Bonds Kids or Bonds Outlet store. They cannot be returned using our online returns system. There are some restrictions on what you can and can’t return. For more information, check our returns policy.
I purchased an item through Click & Collect. How can I return it?
You can return your item either through our online returns system or at any Bonds, Bonds Kids or Bonds Outlet store. If you’re unsure, please contact our Customer Service Team on 1800 806 906 (Monday – Friday, 9am-4pm AEDT).
How do I return an item purchased at one of your partner retailers, e.g. Myer, Target, Woolworths, etc?
You will need to check that specific retailer’s returns policy to arrange a return. Bonds cannot accept returns for items purchased at one of our partner retailers.
If the price has changed since I bought the item, will I receive the new price on my refund?
You will receive the same price you paid for the item. This will be refunded to you via the original payment method you used.
I’ve returned an item, why was my store credit/voucher refunded and not applied to existing items?
When you use a store credit/voucher in a purchase in conjunction with another method of payment any refund processed will be refunded back to a store credit as the first payment.
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 onto a new gift card if you return online or in-store.
Do I get a refund of the delivery fee?
If you are returning an item because it is faulty, you will get a refund of the original Delivery Fee (if any) provided there are no other non-faulty items included in the delivery.
You will not get a refund of the original Delivery Fee if there are other non-faulty items included in the delivery. If you are returning an item because you have changed your mind, we do not refund the original Delivery Fee.
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