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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. 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 member or a guest, refer to the bottom of your shipment confirmation email.
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! 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.
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.bondsaustralia.com/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 here.
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 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 contact customer service here and provide them with the P/O# number located on the front of your parcel.
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.
Do I get a refund of the delivery fee?
If you are returning an item because it is defective, you will get a refund of the original Delivery Fee (if any) provided there are no other non-defective items included in the delivery.
You will not get a refund of the original Delivery Fee if there are other non-defective 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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