FAQ
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Return & Refund
Reseller
Orders, Payment & Shipping
What are the conditions for return & exchange?
We can accept return requests in 1 x 24 hours after you receive the package if the item is defective or an incorrect product. We will exchange the product with the correct item in 1-2 working days after we receive it from you or give you a full refund only if the item is currently out of stock. In this case, the refund process will take up to 3 business days.
How can I request for return & exchange?
Contact us at (hello.bonsoirindonesia@gmail.com) or via WhatsApp at (0821-3399-7711) and provide us with the supporting data such as the unboxing video, detailed photos of the item, and the receipt in 1 x 24 hours after you receive the package. We cannot accept any complaint and return request if you fail to submit the unboxing video. The returned items must be in 100% new and good condition, unused, unwashed, and undamaged with complete tags, authenticity cards, dust bags and other necessities, whenever provided, in their original packaging. We have the right to refuse your return request if the returned item that we receive does not meet the terms and conditions above.
I bought the wrong size. Can I exchange the item?
Yes, except for underwear products, you can request for return & exchange if you wish to change the size of the item that you ordered. However, it is subject to availability, so we may refuse your exchange request if your requested size is currently unavailable. You also need to meet all terms and conditions above for return & exchange.
I changed my mind upon receiving my purchase. Can I return & exchange the item with another color of the same item or another product?
Unfortunately, we can’t accept returns on change-of-mind purchases.
Can I return & exchange sale items and gift cards?
No, all sales of discounted items and gift cards are final.
How can I be an BONSOIR reseller?
Contact us at (hello.bonsoirindonesia@gmail.com) or via WhatsApp at (0821-3399-7711) to get further information on our terms and conditions for resellers and how to get special prices from BONSOIR. We’ll provide you with all the photos of our latest products, so all you need to do is just upload and promote them on your social media!
What are the benefits of being an BONSOIR reseller?
- No capital needed
- Get special reseller prices from BONSOIR
- Get all product photos from BONSOIR
- Join the giveaways held by BONSOIR to collect points that can be used as a means of payment for your subsequent transactions (T&C apply)
- No need to worry yourself with the packing and shipment as BONSOIR will send the products directly to customers for you
What forms of payment do you accept?
We accept payments via bank transfer, GoPay, and credit cards. For payments made with bank transfer, you need to confirm your payment in 1 x 24 hours after making your order by entering your order ID and uploading your proof of payment on the Payment Confirmation page.
My order is canceled! What happened?
Your order may be canceled automatically by the system if you fail to confirm your payment (for payments made with bank transfer) in 1 x 24 hours. We may also notify you and cancel and refund your order if the item that you wish to purchase has been sold out on our other e-Commerce platforms or if the item turns out to be defective. In this case, the refund process will take up to 3 business days.
How do I track my order?
Once you have made your order, you will receive an email containing a tracking code. Click Track Your Order on our homepage and enter the tracking code in the field provided to check your order status and shipping information. If you don’t receive any email after making your order or you’re still having troubles with the tracking code, please reach out to us at hello.bonsoirindonesia@gmail.com or 0821-3399-7711
Can I change or cancel my order?
Unfortunately not. All sales are final, so please make sure that your order and shipping details are correct as we cannot change the order details after payment is made. However, if you have an account at bonsoir.id and wish to change the shipping address for your next order, you can always do so by clicking the Edit button on your account.
When will I receive my order?
Upon receiving your payment, we will process your order in up to 1 business day. Orders placed after 16:00 WIB (GMT+7) on Monday-Friday and after 15:00 WIB (GMT+7) on Saturday will be processed the next business day. Depending on the courier and destination, shipping will take around 1-3 days until your order arrives at your doorsteps.
Where do you ship?
We ship from Surabaya to all over Indonesia via TIKI, JNE, Paxel, and SiCepat. Currently, our website does not accommodate international shipping, but we’re working on it so stay tuned for further updates!
What are your shipping rates?
All orders are subject to FREE shipping.
What should I do if my package is lost?
Once the order has been shipped, we are not responsible for any losses caused by the shipping company, as we will only be responsible for your losses if we violate our terms and conditions. Please contact the courier yourself and let them know your tracking number. It is highly recommended to purchase shipping coverage with your order to protect your items against loss or damage by the shipping company.
The product that I want is out of stock. What can I do?
You can click the Pre-Order button on the product page and we’ll notify you via WhatsApp once the item is available.
Do I have to create an account at bonsoir.id?
If you don’t wish to create an account at our website, you can still shop by checking out as a guest. However, we highly recommend you to create an account because you’re just several clicks always from enjoying exciting promotions and other exclusive benefits.
Where can I order your products outside bonsoir.id?
You may also purchase your order from BONSOIR via our official Tokopedia, Shopee, WhatsApp, Line, and Telegram.
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