FAQs

HOW DO I ORDER FROM YOU?

• Start by adding items you like to the shopping cart.
• Check out in the shopping cart and proceed to filling the requested information.
• Choose the delivery option (DHL Express or Posti) and payment option using card, PayPal, Klarna, Apple Pay, Giropay or SEPA bank transfer and pay for the order (we do not do Pay On Delivery).
• You will receive an email, that we have accepted your order.
• After we have confirmed and shipped your order, we will charge you and send you an email with tracking code for it.
• Delivery service will contact you after your order reaches your location for the final steps of delivery.
• The order is considered fulfilled after the delivery is completed and tracking status is changed to "delivered".

WHICH PAYMENT METHODS CAN I USE?

• Credit & Debit Cards: Visa, MasterCard, Discover, American Express, JCB, Visa Electron.
Fast Checkout option will allow you to securely save your credit card details.
• PayPal: Shop easily online without having to enter your credit card details on the website.
• Klarna: pay 14 days after placing the order.
• Apple Pay: Instant payment on your Apple device.
• Giropay.
• For international shoppers, note that the actual price charged will be in Euro

WHEN WILL YOU SHIP MY ORDER?

We will ship your order as soon as possible, it usually takes within 1 to 3 working days.

WHICH CARRIERS DO YOU USE?

• DHL Express Worldwide for worldwide delivery. Courier delivers your order the way you specify.
• GLS for European Union. For most countries it is either door delivery or to the pick-up point
• Postal services (Posti) for Finland and Baltic countries.
• Priority Post to outside of the EU.

HOW DOES DHL EXPRESS DELIVERY WORK?

We ship with DHL Express with On Demand Delivery (ODD) Service. This works this way:
• Once your order is shipped, you will receive anew shipping notification from DHL EXPRESS.
• DHL ODD notify you by email and/or SMS about your shipment’s progress and estimated delivery date/time. When this doesn’t fit your schedule, you can customize your delivery via DHL ODD and decide how, where and when the delivery takes place at the time and location that suits you best.

WHAT ARE SHIPPING PRICES AND TIMES?

 

SHIPPING TIMES AND COSTS

Shipping prices

  • We ship within 1 - 3 working days from Helsinki, Finland.
  • No taxes or duties for shipments inside the EU.
  • All the taxes and duties on shipments to Norway are paid.
  • Duties and taxes for shipments to UK below 135 pounds (around 160 euro) are paid. 
  • Shipments to outside of the EU VAT Territory, Norway, UK (above 135 pounds) might be subjects to duties and fees. We do not cover them.

Should you require any information or help, please contact us by email or by WhatsApp and we will be happy to assist you. More information on all of the topics can be found in our FAQ.

DO I HAVE TO PAY ANY TAXES / DUTIES ?

  • No taxes or duties for shipments inside the EU.
  • All the taxes and duties on shipments to Norway are paid.
  • All the duties and taxes on shipments to UK (below 135 pounds) are paid.
  • Shipments to outside of the EU VAT Territory, Norway and UK (above 135 pounds) might be subjects to duties and fees. We do not assist with customs clearance, nor do we cover the fees.

I HAVE NOT RECEIVED MY ORDER. WHAT SHOULD I DO?

Send us an email to info@bonaclothing.com or using this link and we will try to help you. Your email will be answered as soon as possible, normally within 48 hours, and provide you further information regarding your case.

If the tracking for your order states that the order was delivered, try also contacting DHL Express branch of your country.

HOW CAN I MODIFY MY ORDER AFTER CHECKOUT?

You can cancel or modify your order before we have confirmed it. If you want to do so, send us an email to info@bonaclothing.com or using this link. We will give you the instructions.

WHAT HAPPENS WITH ORDERS WITH MISTAKES / MISSING INFORMATION?

If the order is missing information / has incorrect information, or some of the items are unavailable, we will try to reach you via all the available methods (email, Whatsapp, SMS) to get the correct information.

If we do not get the reply, we will have to cancel the order.

WHAT HAPPENS WITH THE UNPICKED ORDERS?

You order will be shipped back to us.

Unfortunately, we will have to charge you for both shipments (shipment to you and back with all the related fees) and refund the rest of the money.

I DO NOT WANT TO PAY DUITES, WHAT WILL HAPPEN?

You order will be shipped back to us.

Unfortunately, we will have to charge you for both shipments (shipment to you and back with all the related fees) and refund the rest of the money.

WHAT IS YOUR RETURNS AND REFUNDS POLICY?

 

RETURNS

You have a right to return your product within 14 days after you have received the package if, for any reason, you are not satisfied with the product received and get a refund. 

Returns of the products can be done by the most comfortable method for you that has a tracking, or we can arrange the return for you.

After we have received a return, we will process it in 48 hours, refunding the money to you, if all the terms are intact.

 

• We may not refund or replace any products that you have possibly sent back to us without first announcing us or if the tracking was not provided.
• All the products should be in unused and unworn condition with all the tags in place.
• Apparel must be free of stains, deodorant marks, perfume scents, make-up or animal hair.
• We are not responsible for the shipping costs of the returns.
• Refunds are charged back to the original form of payment.
• Swimwear & bodysuits can only be returned if the hygiene liner is in place - otherwise return is void for hygiene reasons, therefore please try on your swimwear over the top of underwear.


EXCHANGES

If you have received a faulty or damaged product, the exchange is free. When contacting us, please, also attach a photo of the defect.

 

TO START THE PROCEDURE

In order to start the procedure, firstly, send us an email to info@bonaclothing.com or using this link, stating your order number and the issue - we will be happy to serve you.

Your email will be answered as soon as possible, normally within 48 hours, and provide you further information regarding your return.

 

 

BULK PRICES / WHOLESALE / COOPERATION WITH THE COMPANIES?

We are really eager to cooperate!
Contact us by sending an email using this link or check out the "contact us" page for more options.

HOW TO CONTACT YOU FOR ANY OTHER QUESTIONS / COMPLAINTS / IDEAS?

Feel free to contact us on any matter by sending an email using this link or check out the "contact us" page for more options.

HOW CAN I GET THE BEST DEALS AND HOT NEWS FROM YOU?

Subscribe to our social media accounts and for our newsletter and you will not miss anything. We usually post promocodes, new arrivals and sale news there.