Most frequently asked questions (FAQ)
Why haven’t I received an order confirmation?
Once you have placed an order, you will receive a sales receipt within few minutes. The sales receipt will show you what you have ordered and that we have registered your order. Once your order has been packed and sent from our warehouse, you will receive an order confirmation which will show your track & trace number. If you do not receive anything, please check your spam or unwanted mailbox.
Can I make any changes or cancel my order?
Once the order has been processed it is not possible to cancel or modify the order. If you regret your purchase, we kindly ask you to refuse the receipt of the parcel or receive the parcel and return the parcel with same shipping method, you received your order with.
I forgot my discount code, what do I do?
All orders are being handled as soon as the order has been created therefore it is not possible for us to activate a discount code once the order has been created.
Why doesn’t my discount code work?
If you have won or have been giving a discount code/voucher that does not work, please check the terms and conditions for the specific code/voucher. Every discount has a minimum amount, expiration date or only includes specific categories. Terms and conditions for the code/voucher can be seen in the mail with the discount code/voucher.
Calculation of discount
In cases where you get the option to use a gift code (also called discount code), your discount will be distributed weightily on all items. For example, if you have a gift code of €50, then the discount will be distributed on all items in your shopping cart, with the most discount on the highest value items. A shirt for €100 will therefore receive a larger part of the total discount of €50. than a shirt for €75 etc. If you have a gift code with a percentage discount (10%), you will get 10% on each item in your shopping cart. Please note that some gift codes do not apply to selected brands or to already discounted items, so in these cases you will not see a discount deducted from these items.
How can I check if my order has been sent?
Once your package has been sent from our warehouse, you will receive an order confirmation and the track & trace number for your package. This order confirmation is your proof that your package has been sent.
When will my package arrive?
Our normal delivery time is 4-6 working days (mon-fri) If your package has not been delivered to you within 7 working days after receiving your order confirmation, please contact us at [email protected] and we will help you.
Can I change my delivery address once the order has been made?
All orders are being handled as soon as the order has been created therefore it is not possible for us to make any changes in the order.
Payment and Security
When you shop at bonaparteshop.com your payment takes place in a secure environment. No one (except yourself) can read your credit card information or other sensitive payment information as all these data are encrypted. You can confirm that this is a safe place to shop, in one of the following 2 ways.
Payment and Security
When you shop at bonaparteshop.com your payment takes place in a secure environment. No one (except yourself) can read your credit card information or other sensitive payment information as all these data are encrypted. You can confirm that this is a safe place to shop, in one of the following 2 ways.
1. A padlock is displayed in the address bar at the top of your browser, indicating that the connection is secure and that all your information is private
2. We use encrypted HTTPS protocol, which is also indicated in the address bar.
At bonaparteshop.com you can pay with VISA and MasterCard. We are working on adding new payment methods.
When paying by credit card, which is also free of charge, we will not deduct the money until your order has been processed and we can never withdraw a larger amount than what you have approved in connection with the payment.
Why do I have a reserved amount on my payment card?
Once you pay with your credit card, there will be a reservation created for the amount. When your order has been packed and sent from our warehouse, we will capture the amount and the reservation will be removed.
When do you capture the amount from my payment card?
Due to legislation, we capture the amount when we have packed and sent your order.
Can I make an exchange for another color or size?
If you would like another size or color, please create a new order at bonaparteshop.com and sent the unwanted item(s) back to us. Then you will receive your refund as soon as possible and your new item as soon as possible. If you have placed an order with a discount code, this discount will be included in the price of the items. If you return an item of this order, this discount will expire. The discount is therefore not applied back to the items you want to keep, or you can settle it on another order.
Do I have to pay freight again on my exchange?
If you just bought an item that needs to be exchanged, you will get the shipping refunded with your return, but pay shipping on the new items. If it is an item out of a larger order that needs to be exchanged, please contact customer service at [email protected] who will be helpful to you regarding shipping.
Why do you have refunded the wrong amount?
That must be a mistake, please contact us at [email protected] then we will find a solution.
For how long can I return a Christmas present(s)?
All products purchased during the period 1st of November to 23rd of December are considered Christmas gifts, which means that all orders placed during this period can be returned until January 31st the following year.
How do I make a claim for a product I bought?
You can create a claim by sending an email to our customer service at [email protected] We need a short description of the claim and 2-3 pictures of the product to evaluate if we can offer you a total refund or price reduction. Once we have received your e-mail, we will process your claim as soon as possible.
I have lost my return slip, what do I do?
Never send your package without a return slip as it extends the return time significantly, you can always order a new set by writing to our customer service at [email protected]
When do I get my refund for my claim?
A claim takes up to 16-20 working days (Mon-Fri). You will receive an e-mail once we have processed your claim.
What do I do if my package is damaged?
Normally you will never receive a package that has been damaged. But if this does happen, please contact our customer service at [email protected] and we will help you.
Can I get the measurements for your products?
Yes, in most cases. Please contact our customer service and we will do everything we can to inform you about the specific measurement.
Do the sold-out styles get back on stock?
Yes, most of them does. We get continuously returns from other customers and they will be available on our site within 1-2 days. If you would like to be notified when the style Is back on stock, you can sign up under the product and you will receive and email once your style and size is back.
How do i use your size guide?
Our size guide is a general guidance for the specific brand and their sizes. Therefore, you cannot expect that the size guide is matching with your specific style.
Contact
View our contact informations here PDF link