Return window
You have
30 days from receiving your order to send back 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 tags attached
- Returned in or with the original packaging, where possible
What can't be returned
- Boxers, socks and other underwear (hygiene)
- Items marked "non-returnable" at the time of purchase
- Items damaged through use, washing or misuse
Faulty, damaged or incorrectly shipped items are handled separately and are always eligible, regardless of the conditions above. See
Faulty items or order errors 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 everything is tracked. Go to the
returns portal, enter your order number and the email used at purchase, select the items you want to return and choose what you'd like (a refund or an exchange). Loop generates a prepaid return label and shows you drop-off points near you. Pack your items carefully (the original packaging works well) and drop the parcel off at the location shown on your label. Once we receive your return, we process it within 5–7 business days and confirm by email.
Return costs
We cover return shipping for your
first two returns in a rolling 30-day period. From your third return within that same period, a flat fee of
10 € is deducted from your refund to cover shipping. As we let you know about this fee before purchase, it applies equally to a return under our 30-day policy or a cancellation within the 14-day statutory cooling-off period.
In practice
- The period is rolling: we count the returns you've made in the last 30 days. Each return holds a place for 30 days, then it's freed up.
- Multiple items in a single return request count as one return, not several.
- Exchanges (same product, different size) don't count towards your quota. Change size as many times as you need.
- Faulty or incorrectly shipped items are always returned free of charge, regardless of your quota.
Why we work this way
Every return has a processing cost, and covering unlimited returns would mean raising our prices across the board. Two free returns every 30 days cover the vast majority of genuine needs: you'd need to return 24 times a year to hit the cap. This lets us keep returns manageable on our end and keep our prices as they are, rather than building the cost of returns into the price tag.
Exchanges
Exchanges follow the same process as returns above, with three options:
Same product, different size. The fastest option. When you start an exchange, we hold the new size for you. As soon as your return moves with the carrier, we ship the replacement. There's no price difference to pay, and these exchanges don't count towards your monthly returns quota.
A different product or colour. Choose the exchange option when you start your return, then select the new item. If the new item costs more, you pay the difference. If it costs less, we refund the difference to your original payment method once the return is processed.
Full refund. Always an option if you'd rather. The full amount goes back to your original payment method.
Exchanges between regions (for example, exchanging an item bought in France for stock in Australia, New Zealand or the UK) aren't possible. Returns from each region go back into that region's stock.
Refunds
When you start a return, you have two options:
1. Refund to your original payment method. The full amount, once your return has been checked.
- On our end
(5 to 7 business days after we receive your return): we check the return, confirm it's eligible and start the refund. You get a confirmation e-mail.
- On your bank's end
(3 to 10 business days): your bank or card issuer then takes its own time to show the refund on your account. This part is out of our hands and is often the longest stretch, especially for credit cards.
2. Store credit. The full amount as store credit added to your Bonvale account. The advantage: the credit is added as soon as the carrier picks up your return parcel, so you have it in hand a few hours after drop-off. A standard refund waits for the check and then the bank's processing time. If you're planning to order from us again, store credit is the fastest route.
For a change-of-mind return, the refund covers what you paid for the item. The original delivery cost isn't refunded.
If you exercise your 14-day right of withdrawal instead of using our 30-day policy, we refund the item price along with the standard delivery cost you paid, within 14 days of receiving the items.
Choose whichever suits you. Without a choice from you, we refund by default to your original payment method.
If more than 10 business days have passed since our confirmation e-mail and nothing has shown up, start by checking with your bank: they can trace it using the transaction reference given in our e-mail. Contact us if it's still missing.
Faulty items or order errors
If your order arrives damaged or faulty, or if you received the wrong item, let us know within
7 days of delivery so we can sort it quickly. This is the fastest route to a fix, not a limit on your rights: your legal guarantees are set out in
Your legal rights below. In these cases, write to us directly and we'll take care of it properly.
Include:
- Your order number
- A clear photo of the problem (for faulty or damaged items)
- A brief description of what's wrong
By default, we send you a free replacement, with delivery costs covered by us. If the item is out of stock, or if you'd rather have a refund, we'll do that. Either way, you don't pay any return shipping costs, and most of the time you don't even need to send the original item back to us.
Gifts
If you received a Bonvale order as a gift and want to return or exchange it, we can help.
As all orders are linked to the buyer's e-mail and order number, gift recipients can't start a return through the usual self-service journey. Instead, write to us at
contact@bonvale.com with:
- A description of what you received (item, size, colour)
- The delivery address the gift was sent to
- Which you'd prefer: an exchange or a refund
Our team checks the order against the delivery address and sets up the return manually.
Exchange first, refund as a fallback
The simplest way to return a gift is an
exchange. We send you a different size, a different colour or a different product to your address. No money changes hands and the buyer doesn't need to be involved.
If you'd rather have a refund: that's possible, but it goes back onto the buyer's payment method, since we can't refund someone who didn't pay. You'd need to sort that out with them. Most people find the exchange simpler.
The usual return conditions apply (30 days from delivery, unworn, tags attached).
Sale items
Items bought with a discount code, or during a sale, follow the standard return policy above.
Items specifically marked "non-returnable" at the time of purchase cannot be returned or exchanged. These are usually end-of-line or clearance items, and the notice appears on the product page and at checkout, before purchase.
