FAQ

As soon as your order is on its way, you'll get a tracking link by email. If it's been more than two working days since you ordered and you haven't heard from us, check your spam folder first, then get in touch. We'll track it down.

Standard shipping takes 9 to 12 working days. It's free on orders of €100 and over, and €10 below that.

Once your order is placed, items, sizes and quantities can't be changed. Our system locks the order so it can go out quickly. An address correction is possible within 2 hours of ordering (or until it ships, whichever comes first): just message us with your order number.

You have a 14-day right to cancel from the day your order arrives, with no reason needed. Let us know on chat or send an email to contact@bonvale.com with your order number. After that, you have a further 14 days to send the items back.

If you change your mind after those 14 days, a return through our returns portal is the easiest way.

An address correction is possible within 2 hours of placing your order (or until it ships, whichever comes first): message us on chat with your order number and the correct address. One correction per order is free.

After that the order goes into picking and the address is locked. Once it has shipped, a redirect runs directly through the courier and your tracking, and any fees are charged by the courier. Get in touch and we'll walk you through it.

We ship to Australia, New Zealand, the United Kingdom, the European Union, France, Germany and the Netherlands through dedicated country sites, and to the rest of the world through our global site. Each site has its own pricing, shipping and returns, so make sure you're shopping on the right one:

Australia: bonvale.com/en-au

New Zealand: bonvale.co.nz

United Kingdom: bonvale.co.uk

European Union: bonvale.eu

France: bonvale.fr

Germany: bonvale.de

Netherlands: bonvale.nl

Everywhere else: bonvale.com

Start by asking everyone else at the address and have a look around the property. Couriers sometimes leave parcels somewhere less obvious: in the entrance hall, behind the gate, in a parcel locker or with a neighbour. If it still hasn't turned up after 24 hours, get in touch and we'll chase it up with the courier.

Any taxes, duties and import charges are calculated at checkout and included in your order total, so there's nothing extra to pay on delivery. That covers GST on orders from Australia and New Zealand, VAT on orders from the United Kingdom and the EU, and any import duties on international orders through our global site.

You have 30 days from delivery to send back unworn, unwashed items in their original condition, with all tags attached and the original packaging intact. Boxer shorts, socks and other underwear can't be returned for hygiene reasons. Final sale items are marked as such on the product page.

These 30 days come on top of your statutory 14-day right of withdrawal. It's the more generous window, so in practice it's the one you'll use.

All returns go through our returns portal (powered by Loop). Enter your order number and the e-mail address you used at checkout, pick the items you want to send back, and follow the steps. Loop creates a prepaid label and shows you drop-off points near you. Once your return reaches us, we process it within 5 to 7 working days.

Yes. Through our returns portal you can choose between a refund to your original payment method, store credit (credited instantly as soon as your return is scanned at drop-off) and an exchange for a different size, colour or product. If you only want to swap the same product for another size, an exchange is the quickest route, and it doesn't count towards your return allowance. The new size goes out as soon as your return is on its way.

We cover return shipping on your first two returns within 30 days, with a prepaid label in the returns portal. Faulty or incorrectly sent items are always free to return, whatever your allowance. From the third return in the same 30-day period, we deduct a flat €10 from your refund.

Once your return reaches us, processing takes 5 to 7 working days. After that, your bank needs another 3 to 10 working days before the refund shows up in your account, which is annoying but out of our hands. If you choose store credit instead, it's there as soon as your return is scanned at drop-off, usually within one working day.

If you've used your 14-day right of withdrawal, we'll refund you within 14 days of receiving the items.

If you spot something, message us on chat within 7 days of delivery with your order number and a clear photo, and we'll take care of it. You won't pay return postage, and you don't need to go through the returns portal.

You also have a two-year statutory warranty on anything that doesn't match its description or doesn't last as it should. If something goes wrong in that time, get in touch and we'll put it right.

Every product page has a size chart with measurements in centimetres and inches. Our fit follows standard men's sizing, but fabric and cut differ from product to product, so check the chart for the item you're looking at.

It depends on the product. On Performance fabrics with stretch, take the smaller size for a closer fit. On cotton basics and linen, go with the larger one if you like it looser. Every product page has its own fit notes for exactly this reason.

Sizing runs slightly differently from brand to brand, so we don't make blanket comparisons. What we do give you on every product page is the exact flat-lay measurements of the garment in centimetres. Measure a piece you already like wearing and compare directly. Nothing is more reliable than that.

Start an exchange through our returns portal. Exchanging for a different size in the same product is the quickest route. The new size goes out as soon as your return is on its way, and size exchanges don't count towards your returns allowance.

Every fabric is chosen for what the piece has to do. The natural fibres carry the collection: 100% organic cotton in T-shirts, henleys and selected knitwear, Mongolian cashmere in our jumpers, and 100% European linen in trousers and shorts for warm days. The Performance pieces use engineered stretch fabrics, often with recycled polyester. The exact composition and the care instructions are on every product page: stick to the care label and your piece will last a long time.

Where it makes a difference to the product, yes. Many of our pieces are made with organic cotton, including tees, henleys and selected knitwear. Our Performance fabrics use recycled polyester wherever the construction allows — FlowTech™, for example, is 96% recycled. We don't claim to be a sustainability brand, but we don't cut corners where it counts either.

We use Shopify Payments, so we accept all major credit and debit cards (Visa, Mastercard, American Express) as well as express checkouts (Shop Pay, Apple Pay, Google Pay).

Local payment methods and instalment options vary by region and appear at checkout when they're available to you. All instalment providers split your order into interest-free payments. You'll find the full terms with the provider once you select it at checkout.

No. You can check out as a guest with just an email address, and you'll get exactly the same order confirmations and shipping updates. An account makes returns, tracking and reordering easier, but it's entirely optional.

At checkout, in the ‘Discount code' field on the payment page. If the code is valid and your basket meets the conditions, the discount comes off before you pay. One code per order. A code can't be added once the order is placed.

Bonvale Rewards is our free points programme. You collect points for orders, reviews, referrals and a few other actions, then swap them for discount codes at checkout. The more you spend over a rolling 12-month period, the higher you climb through the VIP tiers, which get you a points multiplier and a few extra perks. Set up an account and you're away.

Create an account and you'll get 100 points to start with. After that you earn points on every order, plus bonus points for reviews, referrals, your birthday bonus and following us on social media. Your Rewards dashboard shows what each action is worth and how many points you have right now.

From 300 points, you turn them into your own discount code in the Rewards dashboard and redeem it at checkout. When you redeem, you'll see how much the discount is worth, and higher points thresholds get you bigger discounts.

Bonvale Rewards has three tiers: Member, Silver and Gold. The more you spend over a rolling 12-month period, the further up you move. Silver gets you a 1.25x points multiplier and early access to sales. Gold gets you a 1.5x multiplier, free shipping on every order and double points on your birthday. Your rewards dashboard shows your current tier and how far it is to the next one. Status is recalculated each year based on your spend over the past 12 months.

Your points balance is in your account under Rewards. Sign in and you'll see your current balance, your tier, your recent activity and any rewards you've earned but not yet redeemed.

Yes. Points expire 12 months after the day you earned them if you haven't redeemed them by then, so it's worth turning them into a discount code before that.

Share your personal referral link with a friend. Once they've completed their first order, you get 200 points. You'll find your link in the Rewards dashboard when you're signed in.

Referral points are credited once your friend's first order has been placed and processed. That can take a few days after their checkout. If it's been longer than that and you still can't see the points, message us on chat or email contact@bonvale.com with your account email and your friend's order email, and we'll look into it.

Only one discount code can be redeemed per order. If you turn points into a Rewards code, you'll need to use it on its own, not alongside another promotional code.

We work with creators, publishers and brand partners, always case by case. If you're interested in an affiliate partnership, a collaboration or stocking Bonvale, email us at partnerships@bonvale.com with a short summary of your idea and we'll take it from there.

Message us through the chat window in the bottom right of any page. We're there around the clock and sort out most questions straight away. For anything more complex, our team takes over during business hours. You can also reach us at contact@bonvale.com.