FAQ

How can I contact customer services?

You may contact our customer service by telephone:

+1(800) 259-6147 (United States of America), service open Monday to Friday 9am to 7pm EST and Saturday 10 am to 6 pm EST

+33 (0)1 47 48 79 69 (Europe and Switzerland), service open Monday to Friday 9am to 7pm and Saturday 10 am to 5 pm wet

4006710508 (china), service open Monday to Friday 10 am to 7 pm and Saturday 10 am to 5pm CST

+81 03-4578-0827 (japan), service open Monday to Friday 9 am to 11 pm and Saturday 10am to 5 pm YAKT

Or by email at customercare@bonpoint.com

What payment types are accepted?

We accept the following tenders: Visa, MasterCard, American Express, Discover and PayPal.

What is an online shopping account and the benefits of having one?

The online shopping account serves as a speedier checkout process for our customers. by having an online shopping account our customers have the capability to: view order history, control email preferences, save their favourite items to view later, and store their billing and shipping information.

How will I know which carrier will ship my merchandise?

Orders placed on us.bonpoint.com will ship through one of the following: FedEx (within USA and Canada). Once your order ships you will be notified via email. The e-mail will also contain your tracking details.

It has been 24 to 48 business hours and I have not received a shipping confirmation, why?

A FedEx tracking number will be sent to you, as soon as the order leaves our warehouse (from Monday 9am to Friday 5:30pm). Please note, orders placed after 3 pm EST will begin processing the following day. Transit times do not include Saturday, Sunday or holidays.

If I did not receive an email how can I track my package?

If you know your order number and billing zip code you can track your package under the order status & tracking section or by contacting our customer service +1 (888)520-2108 for the USA and Canada.

What if I don't know my order number?

You may log into your online shopping account to retrieve your order number. In the event that you do not have an online shopping account you may contact a customer service agent (customercare@bonpoint.com).

My order was cancelled, so why do I still see a charge?

Unfortunately, when an order is cancelled you may have a pending authorization which is not an actual charge. If paid with a debit card it could take up to 3 to 5 business days for the authorization to be removed. Credit card authorizations usually take up to 72 hours to remove. If you have questions or concerns about the pending authorization, please contact customer service with your financial institution's name and contact number readily available.

Do you ship to multiple addresses?

Unfortunately, we can only ship your online order to one location. To ship to multiple addresses, a separate order would need to be placed for each address.

Can I change my address once my order has been placed?

Depending on its status and if the order was just placed, please contact our customer service as quickly as possible and we might be able to assist you (customercare@bonpoint.com or +1 (800) 259-6147 for the USA and Canada).

Can I change the size, colour or quantity of my order?

Once an order is submitted, we do not have the capability to make any changes. To make a change, you would have to cancel the order and replace it with the correct information.

What if my merchandise is incorrect or damaged?

Please contact us directly and let us know so we can resolve these matters in a timely manner. It is very important that you do not try to return these items in a store because it is possible they will be denied for a return credit.

My order shows delivered and I did not receive my package. What should I do?

If your package shows delivered and you are unable to locate the package please contact customer service so that we can start an investigation. Please be sure to have your order number and tracking number readily available.

What is your return policy?

At bonpoint, we want you to be pleased with your purchase. If for any reason you are not completely satisfied, you may return or exchange your purchase when it is presented in saleable condition. Simply follow the guidelines below:

Exchanges: online orders can be returned for an exchange in one of our mainline boutiques within the USA within 14 (fourteen) days with your electronic invoice and the return forms that accompanies your order. Exchanges will be made at the current retail price in the boutique where you return your item.

Refunds: you may return to our warehouse any product ordered from the us.bonpoint.com website within 14 (fourteen) calendar days after the date of delivery. The item must be in its original packaging and accompanied by the corresponding receipt. We offer free returns in the USA with the return label included in the original shipment (returns are at the customer's expense for all countries outside the United States).

Please note that there will be no refunds for online orders in our boutiques, only exchanges under conditions listed above.

Items returned must be in their unused original condition with all bonpoint item tags attached and any related accessories or instruction booklets included. Incomplete, damaged, worn, soiled or altered returns, or anything we at bonpoint reasonably believe has been used, will not be accepted and therefore sent back to the customer at their own expanse.

What if my merchandise is incorrect or damaged?

We apologize if any of your items are anything less than perfect. You can either bring your item to your local boutique or send it back to us.

How long will it take for my return to be received and a credit issued?

Returns can take up to 2 weeks to be processed and refunded. Please be advised this timeframe can take longer during the holiday season.

I have a disability. How can I navigate the site?

Bonpoint knows the internet is a basic necessity in today’s world and wants everyone to have a great online experience. Our website is developed in compliance with the new accessibility standards.