FAQ

Can I purchase extra components for my product, such as a coat or parka lining?

Unfortunately, we do not sell replacement components, like linings, separately.

I did not receive confirmation for my store credit. What should I do?

Please ensure you are entering the correct email address for your store credit. If there is an error or you have not received it, contact us for further assistance.

What should I do if my order has been returned to sender?

What if my order is delayed?

Due to high demand or carrier issues, there might be delays. Rest assured, we are working to ensure your order ships as soon as possible.

Do you offer exchanges for online orders?

No, we do not process exchanges for online orders. Instead, you may return the item for store credit or a refund (if eligible) and place a new order for the desired item.

How can I return an item?

• For online orders: Use the return label provided and fill out the return form, ensuring your email address is included.
• For in-store purchases: Returns must be made within 30 days. We can help connect you with the store for assistance.
• Please refer to our return policy for further guidance: https://us.bonpoint.com/pages/return-policy

Can I unsubscribe from emails or newsletters?

Yes, you can unsubscribe at any time, via the ‘unsubscribe’ button at the top of the newsletter.

How can I contact customer services?

You may contact our customer service by telephone:

+1(800) 259-6147 (USA and Canada), service open Monday to Friday 9am to 6pm EST

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

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

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

Or by email:

Europe europe@support.information-bonpoint.com

USA and Canada customercare@bonpoint.com

What payment types are accepted?

We accept the following tenders: Visa, MasterCard, American Express, Discover, Apple Pay, 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 favorite 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: UPS (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 UPS 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 2 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 (800) 259-6147 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. If 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 be removed. 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 the shipping method or address after 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 will do our best to assist (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 ability 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 to a store because it is possible they will be denied for return credit.

What should I do if my package shows delivered but I have not received it?

Please verify the delivery address and check with household members or neighbors. If the package is still missing:
• Report on the issue via the carrier’s website
• Inform us, and we will file a report to start an investigation
• Please be sure to have your order and tracking numbers 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 main boutiques within the USA within 14 (fourteen) days with your electronic invoice and the return form 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 the 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 reasonably believe has been used, will not be accepted and therefore sent back to the customer at their own expense.

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 our warehouse.
You can also contact us immediately with details about the issue and we will arrange for a return and provide a replacement (if available) or a refund.

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.