For all returns & exchanges requests please use our  Resolution Portal (click here to access it). 

How do I start a returns process?

If you wish to return your product, please follow these instructions:

Please go to our Resolutions Portal  and put in your exchange or return request within 14 days of the delivery date.

• If you are located in USA, Canada, or Europe, you'll be returning your parcel to our returns center in Santa Monica, California.
• If you are located in Australia or New Zealand, you'll be returning your parcel to our returns center in Sydney, NSW.  

What is your return policy?

• You must apply your request for a return and/or exchange within 14 days of parcel delivery date.
• Purchases made using store-wide discount codes, such as our Black Friday sale, Boxing Day, among others, are only eligible for store credit returns (exception of our 10% OFF first-time purchase discount code). 
• Purchases made from our outlet collection are final sale and are not eligible for a return and refund. 
• Please note we are unable to accept returns for earrings, pierced jewelry or hair clips due to hygiene reasons. Every piece must be sent back unworn and in its original packaging. The customer is responsible for shipping costs associated with returns.
• If your item is eligible for a return, you may choose between receiving a refund to your original payment method or a store credit of 110% of the price of the product returned (for the avoidance of doubt, the store credit is the amount of your paid price plus 10% extra).

Once the return or exchange is approved, we will accept the piece(s) up to 30 days after the RMA authorization is given to you. 

What can I not return? 

Decisions take time – and we’re happy to accept returns if you’ve changed your mind. However, please note there are a couple of rules.

• Please note we are unable to accept returns for pierced jewelry due to hygiene reasons. 
• We are only able to accept returns on items if they are sent back unworn.
• Purchases made from our outlet collection are final sale and are not eligible for a return and refund.
• Free gifts as part of a promotional campaign. 

Are returns free? Who is responsible for the return fees?

DAMAGED / FAULTY:

If your pieces arrived damaged or faulty and you opened a request for a return within 14 days of delivery, we cover the shipping costs of returning the damaged item to us and to send you a new replacement.

RETURN FOR STORE CREDIT:

We will send you a prepaid shipping label to return your pieces to us.

RETURN FOR A REFUND:

The customer is responsible for all costs related to sending the pieces back to Bonito.

Please hop on our Resolutions Portal  to get started.

How long does it take for me to receive my refund? (If applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Inspection of returns usually take 7-10 business days of the day we receive the parcel, but it might take longer during busy periods.

Please email our team at hello@bonitojewelry.com if you would like to follow up on the status of your return. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.  

What if I receive faulty jewelry?

If your pieces arrived to you damaged or faulty, we apologize in advance and we will try to replace this piece as quickly as possible. You must open a request for a return/replacement within 14 days of delivery in our Resolutions Portal and submit an image of the damaged/faulty item. We will cover the shipping costs of returning the damaged item to us and to send you a new replacement.

Immediately after the exchange is approved by our support team, we will send you a return label for you to return the faulty items, and we will send you new pieces - free of charge.  

If the damaged item is out of stock, you may choose to wait to receive a replacement when it's back in stock, or receive a refund or store credit. 

Why weren't my shipping fees returned?

Shipping costs are non-refundable. If you receive a refund or store credit, the cost of shipping will be deducted from your refund/credit. 

What if my parcel was returned to sender?

If for any reason your package is returned to us we will re-ship it to you. However, the reshipping may be at an extra cost depending on the reason it was returned to us.

What if my return gets lost in transit?

Bonito ships with efficient global courier services that provide mail-tracking facilities, and we suggest you do the same when sending your items back to us. We are not responsible for items that are lost or damaged during returns.

What about gift returns?

Gift recipients are able to receive a non-refundable merchandise credit once the return has been approved by the team at Bonito Jewelry.  

I entered the wrong shipping address, what can I do?

It is very important to add your correct shipping address when you place your order. If you enter the wrong shipping address contact us immediately at hello@bonitojewelry.com.

We have a 10 to 12 hour window to make a request for the package to be rerouted from the moment you make the purchase; however, we cannot guarantee the change will be doable as it depends where the package is in the shipping process. We are unable to redirect orders once they have been dispatched, so please supply an address where you will be available to receive your order. 

If we are unable to make the change, you will be responsible for receiving the parcel at the address you entered originally. Bonito Jewelry takes no responsibility for goods lost due to incorrect shipping details.

What is your warranty policy?

Every piece of Bonito is covered by our one-year warranty for orders placed via our online store or in our Sydney showroom.

All of our jewelry is hand-finished according to the highest standard and is quality checked before we send it to you.

This warranty is effective from the date of delivery and covers manufacturing faults and defects in materials, including loss of any set stones from jewelry, in which case the item will be replaced or repaired. We will cover the cost related to replacing your damaged item.

This warranty does not cover loss of jewelry, chain breakage, and general wear and tear. General wear and tear includes tarnishing and fading of plated jewelry, and therefore, is not covered by warranty. Bonito is not responsible for the loss of jewelry and cannot deem an item faulty which cannot be assessed.

To ensure your Bonito pieces stay bright and shiny for as long as possible, keep them away from water, chemicals such as perfume and chlorine, and store them in a cool dry place in an individual pour of box to avoid your jewelry tangling or scratching each other.

If we are unable to replace the original piece, we can offer a store credit of the value of the original piece.

If you have any questions, please get in touch with us at hello@bonitojewelry.com with the subject line WARRANTY.