Returns window
You have
30 days from the date you receive your order to return eligible items for a refund or exchange.
What's eligible
To be eligible for return, items must be:
- Unworn and unwashed
- In their original condition, with all tags attached
- Returned in or with the original packaging, where possible
Items that can't be returned
- Boxers, socks, and other intimate apparel (hygiene)
- Items marked "final sale" at the point of purchase
- Items damaged through wear, washing, or misuse
- Gift cards
Faulty, damaged, or incorrectly shipped items are handled separately and are always eligible regardless of the conditions above. See
Faulty or incorrect items below.
How to start a return or exchange
All returns and exchanges go through our returns portal, powered by Loop. It's the fastest way and keeps everything tracked. Head to the returns portal, enter your order number and the email you used at checkout, select the items you're returning, and choose your outcome (refund or exchange). Loop generates a prepaid return label and shows drop-off options near you. Pack your items securely (the original packaging works well) and drop off at the location shown on your label. Once we receive your return, we'll process it within 5 to 7 business days and email you to confirm.
Return shipping costs
We cover return shipping on your first
two returns within any rolling 30-day window. From the third return onwards in that 30-day window, a flat
NZ$18 fee is deducted from your refund to cover the shipping cost.
What this means in practice
- The window is rolling: we count any returns you've made in the past 30 days. Each return uses a slot for 30 days, then drops off.
- Multiple items in a single return request count as one return, not several.
- Exchanges (same product, different size) don't count toward your allowance. Swap sizes as often as you need.
- Faulty or incorrectly shipped items are always free to return, regardless of your allowance.
Why we do it this way
Every return costs money to process, and covering unlimited returns would mean raising prices across the board. Two free returns every 30 days covers the vast majority of genuine needs. You'd have to return 24 times a year to hit the cap. This keeps returns manageable at our end and lets us keep prices where they are, rather than bake return costs into the sticker.
Exchanges
Exchanges follow the same process as returns above, with three options:
Same product, different size. The fastest option. When you start the exchange, we reserve the new size for you. As soon as your return shows movement with the courier, we dispatch the replacement. There's no price difference to pay, and these exchanges don't count toward your monthly return allowance.
Different product or colour. Choose the exchange option when starting your return, and select the new item. If the new item costs more, you'll pay the difference. If it costs less, the balance is refunded to your original payment method when we process the return.
Full refund. Always available if you'd prefer. Refunded at 100% cash value to your original payment method.
Cross-border exchanges (e.g. swapping an NZ-purchased item for a UK stock item) aren't supported. Each region's returns go back to that region's inventory.
Refunds
When you start a return, you'll have two refund options:
1. Cash refund to your original payment method. Refunded at 100% cash value once we've inspected your return.
- Our side
(5 to 7 business days after we receive your return): we inspect the return, confirm it's eligible, and issue the refund. You'll receive an email confirming this.
- Your bank's side
(3 to 10 business days): your bank or card provider then takes their own time to show the refund in your account. This part is out of our hands and can be the longest leg of the process, particularly for credit cards.
2. Store credit (Bonvale gift card). Refunded at 100% cash value as a Bonvale gift card. The advantage: store credit is issued instantly when the carrier picks up your return parcel, so you'll have it in hand within hours of dropping off. Cash refunds wait for inspection plus bank processing time. If you're planning to shop with us again, store credit is the fastest path.
For change-of-mind returns, refunds cover what you paid for the item. The original shipping fee and any express shipping upgrade aren't refunded.
Choose whichever works for you. Cash refund is the default if you don't pick.
If more than 10 business days have passed since our cash refund confirmation email and the refund still hasn't appeared, check with your bank first (they can locate it using the transaction reference in our email). Contact us if it's still missing.
Faulty or incorrect items
If your order arrives damaged, faulty, or you've received the wrong item, please report it within
7 days of delivery. For these, message us directly and we'll sort it properly.
Include:
- Your order number
- A clear photo of the issue (for faulty or damaged items)
- A brief description of what's wrong
Our default is to ship you a free replacement, with shipping at our cost. If the item is out of stock, or you'd prefer a refund instead, we'll do that. Either way, you won't need to pay for return shipping, and in most cases you won't need to send the original item back.
Gifts
If you received a Bonvale order as a gift and need to return or exchange it, we can help.
Because all orders are linked to the purchaser's email and order number, gift recipients can't start a return through the usual self-serve flow. Instead, message us at
contact@bonvale.com with:
- A description of what you received (item, size, colour)
- The delivery address the gift was sent to
- Your preferred resolution: exchange or refund
Our team will verify the order against the delivery address and set up the return manually.
Exchange first, refund as a backup
The simplest path for a gift return is an
exchange. We'll ship a different size, colour, or product to your address. No money changes hands and the original purchaser doesn't need to be involved.
If you'd prefer a refund: we can do that, but the refund goes back to the original purchaser's payment method (we can't refund a recipient who didn't pay). You'd need to coordinate with them. Most people find an exchange easier.
Standard returns conditions apply (30 days from delivery, unworn, tags attached).
Sale and discounted items
Items bought with a discount code, or during a general sale, follow the standard returns policy above.
Items specifically marked "final sale" at the point of purchase cannot be returned or exchanged. These are typically end-of-line or clearance items, and the final sale status is flagged on the product page and at checkout before you buy.
