Return window
You have
30 days from receiving your order to send back eligible items for a refund or exchange.
What can be returned
For us to accept an item back, it needs to:
- Be unworn and unwashed
- Be in its original condition, with all tags attached
- Come back in or with the original packaging where possible
What can't be returned
- Boxer shorts, socks and other underwear (for hygiene reasons)
- Items marked as "not returnable" at the time of purchase
- Items damaged through wear, washing or misuse
We handle faulty, damaged or incorrectly delivered items separately. They're always eligible for return regardless of the conditions above. See
Faulty or incorrectly delivered 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 everything stays trackable. Go to the
returns portal, enter your order number and the email address from checkout, choose the items you want to send back, and decide between a refund or an exchange. Loop generates a prepaid return label and shows you drop-off points near you. Pack your items securely — the original packaging works well for this — and drop the parcel off at the point shown on your label. Once your return reaches us, we process it within 5 to 7 business days and confirm this by email.
Return shipping costs
The cost of your
first two returns within 30 days is on us. From your third return within that 30-day period, we deduct a flat fee of
€10 from your refund to cover shipping costs. As we tell you about this fee before you buy, it applies both to a return under our 30-day policy and to a withdrawal within the statutory 14-day period.
What this means in practice
- The period is rolling: we count all returns from the last 30 days. Each return takes up a slot for 30 days and then drops off again.
- Multiple items in one return request count as a single return, not several.
- Exchanges (same product, different size) don't count towards your allowance. Swap the size as many times as you like.
- You can always send back faulty or incorrectly delivered items free of charge, regardless of your allowance.
Why we do it this way
Every return costs money to process, and unlimited free returns would mean raising prices across the board. Two free returns every 30 days covers the vast majority of genuine needs: you'd need to return items 24 times a year to hit the limit. This keeps returns manageable for us, and lets us leave prices where they are instead of building return costs into the price tag.
Exchange
Exchanges work the same way as the return above, with three options:
Same product, different size. The fastest way. When you start the exchange, we reserve the new size for you. As soon as your return is on its way with the courier, we send the replacement out. There's no price difference to pay, and these exchanges don't count towards your monthly return allowance.
Different product or different colour. When you start your return, choose the exchange option and 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 it's processed.
Full refund. Always possible, if you'd prefer that. The full amount goes back to your original payment method.
Exchanges across regions, for example swapping an item bought in Germany for stock from AU, NZ or 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 we've checked your return.
- With us
(5 to 7 working days after we receive your return): We check the return, confirm it's eligible, and process the refund. You'll get a confirmation by email.
- With your bank
(3 to 10 working days): Your bank or card provider then needs its own time before the refund shows up in your account. This part is out of our hands and is often the longest stretch, especially with credit cards.
2. Store credit. The full amount as credit on your Bonvale account. The advantage: the credit is applied as soon as the courier picks up your return parcel, so you'll have it within a few hours of dropping it off. A refund to your payment method, on the other hand, waits for checking plus the bank's processing time. If you're planning to shop with us again anyway, store credit is the fastest way.
If you've changed your mind, we refund what you paid for the item. The original shipping costs aren't refunded.
If you use your statutory 14-day right of withdrawal instead of our 30-day policy, we refund the item price as well as the standard shipping costs you paid, within 14 days of receiving the items.
Take whichever suits you better. If you don't choose, we refund to your payment method by default.
If more than 10 working days have passed since our refund confirmation email and nothing has arrived, check with your bank first. With the transaction reference from our email, they can trace the payment. Get in touch with us if it's still missing after that.
Faulty or incorrectly delivered items
If your order arrives damaged or faulty, or you've received the wrong item, please report it within
7 days of delivery, so we can sort it out quickly. This is the fastest route, not a limit on your rights: your two-year statutory warranty is covered below under
Your statutory rights. Write to us directly in these cases, and we'll take proper care of it.
Please 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, shipping on us. If the item's out of stock or you'd prefer a refund, we'll do that instead. Either way, you won't pay any return costs, and in most cases you won't even need to send the original item back.
Gifts
If you've received a Bonvale order as a gift and want to return or exchange it, we're happy to help.
Since every order is linked to the buyer's email address and order number, gift recipients can't start a return through the usual self-service route. 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
- Your preferred solution: exchange or refund
Our team matches the order against the delivery address and sets up the return manually.
Exchange first, refund as a fallback
The simplest option for a gifted item is an
exchange. We'll send another size, colour or product to your address. No money changes hands and the buyer doesn't need to be involved.
If you'd prefer a refund, that's possible, but the amount goes back to the buyer's payment method, since we can't refund anyone who didn't pay. You'd need to sort that out with them yourself. Most people prefer the exchange.
The usual return conditions apply (30 days from delivery, unworn, tags attached).
Reduced items and sale
Items you bought with a discount code or during a sale follow the return policy above.
Items that were explicitly marked as "non-returnable" at the time of purchase can't be returned or exchanged. These are usually discontinued or clearance items, and the notice already appears on the product page and at checkout before you buy.
