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Customer Service

I didn’t receive my discount code – How can I receive it?

Our emails can sometimes get lost on their way to you so make sure you check your junk and spam folders in your inbox.

If you still cannot locate the email, please email our team at
info@bond-eye.com.au and they can assist you in getting the code to apply to your order.



How can I contact you?

We are an Australian based company and are available Monday to Friday between 8am – 5pm AEST (Australian Eastern Standard Time)
The best place to reach us is through sending us an email at info@bond-eye.com.au

Orders

How do I know if you have received my order?

You will be sent an email confirmation with your ORDER NUMBER and order details. If you did not receive this email, check your spam folder and if it’s not there, please contact our team at
info@bond-eye.com.au
and they can resend you your confirmation.







Can I make changes to my order?

Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing order.
If you need to make any amendments to your purchase, please email our customer service team as soon as possible at
info@bond-eye.com.au and we will do our best to help you.






I need to cancel my order – How do I do this?

If you need to cancel your order, please contact us at
info@bond-eye.com.au within 4 hours of placing your order. Unfortunately, we will not be able to cancel your order after this time.



How do I know my order has been shipped?

You will receive an email with your tracking information from us once we have picked, packed and dispatched your order.

You will be able to track your order once it is picked up by our courier –
AUS POST for Domestic customers
Link to AUS POST Website:
https://auspost.com.au/mypost/track/#/search
DHL Express for our New Zealand customers
Link to DHL Website:
https://www.dhl.com/nz-en/home.html










How can I track my order?

To track your order, please access the courier’s website directly through one of the below links (depending on your location) or shoot us an email at
info@bond-eye.com.au

AUS POST for Domestic customers

Link to AUS POST Website:
https://auspost.com.au/mypost/track/#/search
Link to DHL Website:
https://www.dhl.com/nz-en/home.html
















I only received part of my order – What should I do?

Oh No! We are sorry we missed an item in your order. Not to worry, we will fix it!
Please email our Customer Service team at
info@bond-eye.com.au and we will help fix this as quickly as possible.












I have a faulty item – What do I do?

In the unlikely event of a faulty item being delivered to you, we want to help you in every way we can to rectify this!
It is important that you email our team at
info@bond-eye.com.au
ASAP with the below information:

• ORDER Number

• Style information including the style number, colour and size

• Attach two or more photos of the faulty garment


Our team will then review the images and get back to you within 48 hours with a resolution.

*PLEASE NOTE – Because each piece is individually hand-dyed, some colour variation is expected with some of our products especially our tie-dye and ombre collection pieces. Whilst we do our best to ensure the images on our website replicate the same colours as the garments themselves, no two pieces will be completely identical.















An item I’ve ordered is no longer available – now what?

We try our best to ensure that the stock showing as available on our website matches our stock sitting in our warehouse, but sometimes it can be out. If this should happen, our Customer Service Team will send you an email with the update and offer you options to update or refund your order.

Payment

What payment options do you offer?

We offer the below payment options:

• Credit / Debit Card: VISA, MASTERCARD, AMEX
• PayPal

• Klarna
• AfterPay
• ShopPay
• ApplePay
• Google Pay

What currency do you charge in?

All orders are processed in AUD (Australian Dollar). If you are located in New Zealand, the charge through your bank will be converted into NZD (New Zealand Dollar). This will be based on your bank’s daily conversion rate and is subject to change.

How do I use a promo code / How do I redeem my store credit or gift card?

This can be done at check out. Just put in the code in the Promo Code Box before you select your payment option and the discount will be automatically applied to your order. If you are having issues with applying your discount code shoot us an email at  info@bond-eye.com.au



Shipping

When will my order arrive?

We want you to have your new swimwear as soon as possible. The delivery time will depend on your shipping location and the volume of orders being processed at the time of your order. Please see our shipping timeframes below:

METRO Areas: Within 3 – 5 business days

REGIONAL Australia: Within 5-10 business days

New Zealand: Within 3-7 business days via DHL

Please use the above as a guide only. We cannot be held liable for any delay in delivery and the above time frames are indicative of our delivery partners’ recommendations and can be subject to change. For more information, please contact the delivery service provider directly.

Can I get next day or express shipping?


While we aim to get your order out as soon as possible, we do not offer
next day or express services for the time being.



Which countries do you NOT ship to?

Please note at this stage we are unable to ship directly to the following countries:
• Russian Federation
• Ukraine
• Kazakhstan
• Israel
• Slovakia
• United Arab Emirates
• Greece
• Cyprus
• Italy
• Lebanon
• Mexico
• Turkey
• Lithuania
• Switzerland

Not to worry, we do stock our swimwear in Russia, Ukraine, Kazakhstan, Israel, Italy, Greece, and Cyprus. For more information, please contact our distributors below:


Russia, Ukraine, and Kazakhstan:

American beauty Gp
Ksenia Arshinova
arshinova@ambeautygroup.ru
Tel: +7 (499) 110-97-64

Israel:
Show-room Tel Aviv
Sales ShowroomTLV
sales@showroomtlv.com 

Italy:
Les Bas SpA
Maurizio Storace
maurizio.storace@lesbas.com
tel: +0143 323231

Greece and Cyprus:
Salt Water
Dimitris Stokkos
SupplyChain@salt-water.gr
tel: +30 2108946789 / +30 210 9680673


















Do you ship to PO Boxes?

Yes, we do!
Please ensure all information is entered correctly during checkout.
Bond-Eye Australia is not responsible for loss or damage to your package when being delivered to a PO Box.

I entered my shipping address incorrectly – How can I fix this?

Please email our team at
info@bond-eye.com.au with your ORDER NUMBER and correct address as soon as possible so we can amend your order. Please try and do this within 4 hours of placing your order.
If your order has shipped and you have noticed the error, you will need to contact the courier directly to re-direct your shipment.

Bond-Eye Australia is not responsible for the loss of package once it has left our warehouse facility




How much will shipping cost?

We offer FREE DELIVERY for any orders over AUD $150. Orders under AUD $150 will incur an AUD $9.50 delivery fee.

My tracking information says that my order was delivered but I have not received it – What should I do?

It is imperative that you contact the courier service directly and use your waybill / tracking number to get PROOF OF DELIVERY from them. Once you have received this and the package still cannot be located, email our team at
info@bond-eye.com.au and we will assist you in finding a solution.



Why is my delivery taking longer than expected?

Whilst the whole world is experiencing the effects of COVID-19, including border restrictions and minimal flight availability, we cannot guarantee that your delivery will be made within the timeframe set by our courier companies.

Returns

Can I return an item/items from my order?

We want you to feel amazing in our swimwear. If you change your mind about an item purchased online, you are entitled to a refund or 110% store credit within 30 days of your purchase, should it meet the below requirements:
• Full priced items (items purchased using a discount code or temporary promotion can be returned through the online return portal as usual).
• Item is in its original packaging, unworn and in its original condition.
• Tags and hygiene strip attached.
For hygiene purposes, please make sure that the swimwear you have purchased is tried on over your own underwear.

How do I return an item/items from my order?

We offer REFUNDS or 110% STORE CREDITS on all full priced orders.
Head to our RETURNS PAGE for our returns policy and instructions by clicking HERE.
Follow the instructions to organise your return label.
Having issues with lodging your return? Please email us at
info@bond-eye.com.au and we will assist you.



Can I return a Sale item?

Any item marked as FINAL SALE cannot be returned for a refund or a store credit unless it is deemed faulty.

How long do I have to return an item?

You have 30 days to lodge a return through our portal.

How long does it take to process my return?

Once we have received your return, please allow up to 4-6 business days to process your store credit or refund.
Banks and payment services i.e., PayPal and Afterpay, may take up to an extra 2-10 business days to clear funds into your account.

Returns Costs

If you want a refund for your returned items, you will be charged $9.50 for postage.
Returns for 110% store credits are free of charge!
Original shipping costs will not be refunded.

Exchanges

Unfortunately, we are currently unable to process exchanges. You can return your item to us for a 110% store credit to re-purchase your wanted swimsuit in a different size or colour.

Gift Gards

How do I buy a Gift Card?

Gift Cards can be purchased on our website. Gift cards are valid for 12 months from the date of purchase. Gift Cards are exempt from customs duties and taxes. Gift Card(s)-only orders are delivered free of charge. Standard delivery charges apply when a Gift Card or Gift Cards are purchased in a mixed basket with other products.

Having problems redeeming your gift card?

Please email customer service
info@bond-eye.com.au



Can I get a refund on my Gift Card?

Gift Cards cannot be returned or exchanged for cash. All returned items that were paid for with a Gift Card will be refunded as account credit, which can be redeemed against future orders.

Product Information

I don’t know what size/style I should buy?

We know that buying swimwear online can be tricky. We want to make sure you are choosing your perfect size the first time around.
Head to our SIZE GUIDE and follow the measurement instructions to find your perfect fit.
Still not sure? That’s okay – we’re here to help! Email us at
info@bond-eye.com.au and our team will assist you in finding your perfect fit.

Can’t find what you are looking for? No worries! Send us a quick email at info@bond-eye.com.au
with your questions and we will assist you further.