FAQ

  1. Home
  2. FAQ

[LOGGING IN ACCOUNT - ERROR]

We have just moved to a new site and some may be experiencing issues logging in.

If you know you have an account with us but cannot login, please "CREATE AN ACCOUNT", and not follow through to your "forget your password" page. Once you put your details through, and "SIGN UP",  you will receive an email asking you to activate your account. Once your account has been activated, all your previous order details will come through.

[ORDERS]

HOW LONG DOES IT TAKE TO CONFIRM MY ORDER?

Orders are confirmed once payment has been completed. You'll receive an email with your tracking information once your order has been processed.

CAN I AMEND OR CANCEL MY ORDER AFTER IT HAS BEEN PAID FOR?

Unfortunately, we are unable to amend or cancel orders once it is paid. We receive a lot of orders and we are unable to go though those individually as this will cause delays to all other orders.

Please carefully review your items before completing your orders.

 

WHAT HAPPENS IF AN ITEM I ORDERED WAS OUT OF STOCK?

We aim to always be in stock. However, from time to time we may sell out. In the event that your item is out of stock, we will email you if you would like a replacement product/refund. If you would like an update on when a product will come back into stock, please email us at customerservice@boniik.com. Thank you very much for understanding.  

 

I AM HAVING ISSUES USING THE VOUCHER CODE.

Please check if :

  • The coupon/voucher code has expired
  • Coupon/Voucher is for one time use only
  • Each order can only use 1 coupon/voucher
  • The coupon/voucher is not valid for items that are already on sale
  • You have use a non participating Credit Card for the coupon discount
  • Coupon/Voucher is not valid with other promotions, discounts and loyalty rewards redemption

 

I AM FACING PROBLEMS ORDERING THROUGH MY MOBILE DEVICE.

BONIIK is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging onto boniik.com.au.

If you continue to face problems, please send a screenshot of the error to customerservice@boniik.com and we will assist you.

 

[PAYMENT]

WHAT KIND OF PAYMENT METHOD MAY I USE AT BONIIK.COM.AU?

You can choose any of the following payment methods at the checkout when completing your order:

  • Credit Card (Visa/MasterCard)
  • PayPal

 

IS IT SAFE AND SECURE TO SHOP AT BONIIK.COM.AU?

At BONIIK, your security while shopping with us online is a priority.

As such we have taken all reasonable measures to ensure a secure online purchase environment, so that your personal and payment details are kept safe at all times.

Please see our Privacy Policy for more details.

 

[DELIVERY]

HOW LONG DOES SHIPPING TAKE?

Your order will be delivered in 3-7 business days for all Australian Metro Areas and 7-15 days for International Shipping.

Please allow additional 1-2 business days for rural areas.

 

* Shipments are not processed on Saturdays, Sundays and on Australian public holidays.

* Shipping couriers do not deliver on weekends or Australian public holidays.

* Shipping may take additional time during holidays and extreme weather events.

 

HOW MUCH DOES SHIPPING COST?

Shipping is free for all orders of AUD $55 or over within Australia and International Shipping will be charged based on destination and weight of goods. 

 

CAN I SHOP ONLINE AND COLLECT MY ORDER AT THE STORE?

If your order is in stock at our Sydney store and your order is placed before 1pm,

your order will be ready to collect at our Sydney store the next day. Alternatively if you order is placed after 1pm, we’ll have these ready for you to collect in 2 days.

 

When checking out online, please enter the following address.

Address: Store pick-up - BONIIK Westfield Sydney.

Suburb: Sydney

State/Province: New South Wales

Zip/Postal Code: 2000

Country: Australia

 

Once your order is ready, we’ll send you a ‘Ready for Collection’ email letting you know to head in store. You should always wait until we have confirmed that your goods are ready before coming in store to avoid disappointment.

Please bring a copy of your ‘Ready for Collection’ email (or on a copy on your smartphone) with you, as well as photo identification. If your order is below $70 AUD, the delivery cost charged at check out will be put back in your account as loyalty points which you can redeem for future purchases at BONIIK.com.au when you collect your items at the store. 

 

DO YOU OFFER INTERNATIONAL SHIPPING? (Outside Australia)

We ship internationally to the following list of countries and the shipping cost will depend on the destination countries and the weight of items.

Arab Emirates, Argentina, Austria, Bahrain, Belgium, Brazil, Brunei Darussalam, Cambodia, Canada, Chile, China, Cook Islands, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Fiji, Finland, France, French Polynesia, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Iran, Islamic Republic Of, Ireland, Israel, Italy, Japan, Kenya, Kuwait, Lao People's Democratic Republic, Macedonia, The Former Yugoslav Republic Of, Malaysia, Malta, Mauritius, Mexico, Myanmar, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nigeria, Norway, Pakistan, Papua New Guinea, Peru, Destination country, Philippines, Poland, Portugal, Qatar, Romania, Russian Federation, Samoa, Saudi Arabia, Serbia, Singapore, Slovenia, Solomon Islands, South Africa, Spain, Sri Lanka, Sweden, Switzerland,Taiwan, Province Of China, Thailand, Tonga, Turkey, Ukraine, United Kingdom, United States, Vanuatu and Vietnam

 

Please note that international orders are not eligible for return/refund and customers are fully responsible for any of customs related issues, such as Customs Taxes, Import Taxes, Value added Taxes, and so on. Any additional taxes or duties applied by customs at the destination country are the responsibility of the delivery recipient. Customs issues vary by countries, so customers need to contact local customs office for detailed information to avoid potential problem. Your local customs office will be able to assist you with any further information regarding taxes, duties and customs.

 

 

HOW DO I TRACK MY ORDER?

Once your order is shipped you will receive a confirmation email from boniik.com.au which will include your tracking number. You can track the progress of your order through to shipment under ‘My Orders’ in the My Account section.

 

 

DO YOU SHIP TO P.O BOX OR PARCEL LOCKERS?

To ensure the security of your order, we do not ship to P.O. BOX or Parcel Lockers.

We only ship to valid residential or home address to which we can ship the order. BONIIK will not be liable for any lost orders should you request for your order to be delivered without any signature. Any request for Authority to Leave without Signature will be at your own risk.

  

WHAT DOES HAPPEN IF I ENTERED THE WRONG ADDRESS?

Unfortunately, the delivery address cannot be amended once the order has been paid. In the event that the wrong address is indicated in the order, and the package is delivered, BONIIK will not be liable for any replacement or refund. The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.

  

CAN I SHIP TO MULTIPLE ADDRESSES?

We are unable to process split shipments within one order at this time. If you wish to ship to multiple addresses, you can do this by creating separate orders, each with their own delivery address.

  

WHAT ABOUT LOST GOODS?

If the tracking information is updated as "delivered" and you are unable to locate the package within 14 Days (within Australia), please contact us so that we can assist you.

 

 

 

 

[RETURNS]

 

WHAT IF MY ITEM WAS INCORRECT OR FAULTY?

If an item you receive is defective or incorrect, please Contact Us within 15 days of receipt of goods with

1) Original proof of purchase (Original register receipt or e-receipt tax invoice)

2) The pictures identifying the defect

 

After that, please return the item within 7 days of contacting us with the Return form. Please note that we will be unable to provide a refund or exchange if you send your item without our confirmation. In this case, we will pay all shipping costs and refunds will only be made to original payment method.

 

Please note that BONIIK Store (In store) will accept exchange/credit note for purchases made from BONIIK.com.au when you want to return within 15 days after receiving the product if you are a member at BONIIK.com.au

 

The product, the original proof of purchase (Original register receipt or e-receipt tax invoice) and the confirmation of online customer service team must be presented together at the time of return. Please note that BONIIK Store (In store) will be unable to provide exchange/credit note if you return your item without BONIIK.com.au’s confirmation.

 

BONIIK FLAGSHIP STORE :

Located level 2, Store 42G, 450 George Street, Sydney NSW 2000

 

 

WHAT IF I CHANGED MY MIND?

If you changed your mind for any reasons, we're happy to provide a refund or exchange or store credit when all the following conditions have been met.

 

Please Contact Us first and then send your products in resalable condition within 15 days of receipt of goods. Please kindly note that we will be unable to provide a refund or exchange or store credit if you send your item without our confirmation.

 

Your product must be in resalable condition (unopened, unused and undamaged). For a product to be in a resalable condition, it needs to arrive back to us in the packaging you received it in, including any wrapping. Items purchased as part of a set or a multi-item pack must be returned as a whole set. Upon the return, the product will be inspected for quality control and hygiene purposes. If there is evidence that the product has been opened/used or is no longer in a resalable condition, we can’t provide a refund or exchange. The product will be sent back to your original shipping address and we'll notify you straight away.

 

Please send your products back with

1) Original proof of purchase (Original register receipt or e-receipt tax invoice)

2) A Return form. Please print and fill it out.

If these cannot be provided, we will be unable to provide a refund or exchange.

 

No returns on sale items except as required by law. In this case, you are required to pay all shipping costs including charges such as customs fee, service fee, administration fee, warehousing fee whatsoever related with customs and shipping costs will not be refunded. Refunds will only be made to original payment method.

 

Please note that BONIIK Store (In store) will accept exchange/credit note for purchases made from BONIIK.com.au when the store carries the product that you want to return within 15 days after receiving the product if you are a member at BONIIK.com.au.

 

The product which must be unused and in original, unopened, undamaged condition, the original proof of purchase (Original register receipt or e-receipt tax invoice) and the confirmation of online customer service team must be presented together at the time of return. Please note that BONIIK Store (In store) will be unable to provide exchange/credit note if you return your item without BONIIK.com.au’s confirmation and also when the store doesn’t carry the product that you want to return.  

 

BONIIK FLAGSHIP STORE :

Located level 2, Store 42G, 450 George Street, Sydney NSW 2000

 

 

 

[ACCOUNT]

 

I HAVE FORGOTTEN MY ONLINE LOG IN DETAILS. WHAT DO I DO?

You can reset your password online by selecting the ‘Forgotten your password’ link. You will then be asked to enter your name and the email address used to setup your account, and a link to reset your password will be emailed to you.

 

HOW DO I ARRANGE IF I NO LONGER WISH TO RECEIVE COMMUNICATIONS?

You will need to 'opt out' of Club BONIIK. You can do this going to 'My Account' --> 'Newsletter Subscriptions' --> untick 'General Subscription'

 

[OTHERS]

 

ARE YOUR PRODUCTS AUTHENTIC?

Yes. We work directly with the brands and authorized distributors to ensure that all products we sell are authentic.

 

DO YOU OFFER PRODUCT SAMPLES?

Yes. We love trying new products, and we know you do too. With every online order, you have the opportunity to receive samples for free.