Shipping and returns

Where we ship

We ship across the United Kingdom, including Scotland, Wales, Northern Ireland, the Highlands, and the Islands. If you need to ship to a country outside the UK, head to bonvale.com for international shipping.

Delivery address restrictions

We can't deliver to PO Box or Parcel Locker addresses in the UK. Please use a residential or business street address. If you enter a PO Box or Parcel Locker by mistake, we'll be in touch to confirm an alternative before dispatching.

Shipping rates and delivery times

Standard shipping with Royal Mail is a flat £7, or free when you spend over £75, with delivery in 5 to 8 business days. Express shipping is a flat £8, with delivery in 3 to 5 business days. These are estimates that exclude weekends and public holidays. They aren't guaranteed dates.

Order processing

Orders placed before our daily cutoff on a business day are dispatched the same day. Orders placed after the cutoff, or on weekends and public holidays, are dispatched the next business day. You'll receive a dispatch confirmation email with tracking once your order is on its way.

Same-day dispatch cutoff (your local time): 4am GMT (5am BST during summer time). Most UK orders are dispatched the next business day in practice.

If your order is late

If your order is taking noticeably longer than the estimated times above, get in touch with your order number. We'll chase the courier on your behalf and keep you informed.

If your tracking says delivered but you don't have it

First, check with anyone else at the delivery address, look around the property for safe drop-off spots, and ask neighbours or building reception. If it still hasn't turned up after 24 hours, message us with your order number. We'll open an investigation with the courier, which typically takes 2 to 5 business days. If the parcel can't be located, we'll send a replacement or issue a refund.

If you're not home for the delivery

Royal Mail will make one delivery attempt. If that's unsuccessful, you can book redelivery for a per-attempt fee, or collect from your local Royal Mail depot.

Taxes and duties

All displayed prices include VAT (20%). You won't pay any additional duties or import fees on delivery.

Changes to your order after placing

You have 2 hours from the time you place your order, or until your order is dispatched (whichever is sooner), to request an address change. Message us via chat with your order number as soon as possible. Once that window closes, we can't update the address (the parcel is already on its way).

We don't accept changes to the items in your order. If you ordered the wrong size, colour, or product, the simplest path is to receive your order and start a return once it arrives.

Cancellations

You have a statutory right to cancel for any reason within 14 days of receiving your order, under the Consumer Contracts Regulations 2013. Notify us in writing at contact@bonvale.com within that 14-day window. You then have 14 days to send the goods back, and we'll issue your refund within 14 days of receipt.

For exceptional circumstances (duplicate orders, payment issues, suspected fraud, or stock errors on our side), message us and our team will sort it out case by case.

Gift cards

Gift cards are digital. They're delivered by email to the recipient, either straight away or on a date you choose, so there's no shipping and nothing physical is posted. They're valid for 5 years from the date of issue, and can be redeemed online at bonvale.com in the currency and region in which they were purchased. Gift cards can't be returned, refunded, exchanged, or redeemed for cash.

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 £7 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 a UK-purchased item for an AU 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. Refunded at 100% cash value as store credit applied to your Bonvale account. 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. Store credit is different from a gift card: store credit is a refund applied to your account, while a gift card is a product you can buy.

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

This section is about a physical order you received as a gift. Gift cards themselves can't be returned, refunded, or exchanged (see Items that can't be returned above).

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.

You have a statutory right to cancel your order within 14 days of receiving it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is separate from our voluntary returns policy and has slightly different mechanics: to exercise this right, you must notify us in writing of your decision to cancel within the 14-day period, and we must issue a refund within 14 days of receiving the returned goods. You also have rights under the Consumer Rights Act 2015 if goods are faulty or not as described, which exist alongside our returns policy. Contact us at contact@bonvale.com for full details on exercising these rights.

For any questions about shipping or returns, message us via the chat widget in the bottom-right corner of any page. We're available 24/7 and can help with most questions instantly. For anything more complex, our team picks up during business hours. You can also email contact@bonvale.com.