We currently ship to the United States, United Kingdom, and Canada, with free standard shipping to all three.
We do not currently ship outside these countries.
Where are Bonencia orders shipped from?
Bonencia is operated by Polar Stitch Ltd, a company registered in the United Kingdom.
Our customer operations and order fulfillment are handled from the United States, and orders placed through Bonencia are fulfilled and shipped from our US warehouse.
How long does delivery take?
Orders take approximately 10–12 business days in total.
This includes 3–4 business days of handling and 7–8 business days in transit via our shipping and courier partners, including DHL, FedEx, and UPS.
Delivery times are estimates and may vary depending on the destination, courier operations, weather, public holidays, customs processing, or other circumstances outside our control.
When will I get my tracking number?
As soon as your order is dispatched, you will receive a tracking number by email so you can follow your package through the applicable courier.
Please allow some time for tracking information to become active after the package has been handed over to the courier.
What payment methods do you accept?
We accept major debit and credit cards.
We do not accept cash on delivery or e-cheques.
Can I return an item if I just don't like it?
Yes.
We offer a 30-day return window.
You do not need to provide a detailed reason for a standard return.
The item must be unworn, unused, in its original condition, and in its original packaging with applicable tags attached.
Please see our full Return & Refund Policy for complete details.
Is there a restocking fee?
No.
There is no restocking fee on eligible returns.
Who pays for return shipping?
It depends on the reason for the return.
If you are returning an item for reasons such as changing your mind or choosing the wrong size, you cover the return shipping cost using a trackable courier.
If the return is because of our mistake, such as an item arriving damaged, defective, or different from what you ordered, we cover the applicable return shipping cost when the issue is confirmed to be our responsibility.
How long does a refund take?
Once we receive your returned item, we inspect it and aim to complete the inspection and approval within 3 business days.
Once approved, the refund is issued to your original payment method.
Your bank or card provider may take a further 3–7 business days to show the funds, depending on your provider.
Can I cancel my order?
Yes, if you request cancellation within 24 hours of placing the order, you may receive a full refund.
After 24 hours, the order may already be in processing and may no longer be cancellable.
If the order can no longer be cancelled, you can request a return under our standard 30-day return policy once the item arrives, subject to the applicable return requirements.
What if my order arrives damaged or wrong?
Email us at info@bonencia.com with photos and your order number within 30 days of delivery.
We will review the issue and, where the problem is confirmed to be our responsibility, provide the appropriate replacement or refund and cover the applicable return shipping cost.
I'm not sure about my size, what should I do?
Check the size chart and product-specific sizing information on the product page.
If you are still unsure, email us at info@bonencia.com and our team will help you choose the appropriate size before you order.
What if I entered the wrong shipping address?
Contact us as soon as possible.
If your order has not shipped yet, we may be able to update the shipping address.
Once the order has been dispatched, we may be unable to make changes and you may need to contact the courier directly.
Do you ship to P.O. Boxes or military addresses (APO/FPO)?
No.
We are currently unable to deliver to P.O. Box, APO, or FPO addresses.