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Customer Service

How can I contact you?

We are based in Australia and are available Monday to Friday between 8am – 5pm AEST (Australian Eastern Standard Time).

The best place to reach us is via email. Send us an email at info@bond-eye.com.au with your enquiry.

Please allow our team 48 hours to get back to you on your email request.

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

Our emails can sometimes get lost in your junk and spam folders so please check these folders in your inbox.

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

Orders

How do I know if you have received my order?

You will receive an email confirmation with your ORDER NUMBER and order details. If you do not receive this email, please check your spam and junk folders. If you still cannot locate your order confirmation, please contact our team at info@bond-eye.com.au and they can resend your confirmation to you.

Can I make changes to my order?

As we are based in Australia, we work while you are sleeping and we’re sleeping while you are shopping. If you need to make any changes to your order, please contact us at info@bond-eye.com.au ASAP!

We will attend to your order as soon as possible and we will do our best to help you with any amendments to your order, including cancelling an item or switching sizes.

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. As we are in Australia, we will attend to this once we come back online. Due to the time difference, we may not be able to cancel the order within our 4-hour window if our office is unattended.

How do I know my order has been shipped?

You will receive an email with your tracking information from us once we have dispatched your order. You will be able to track your order once it is picked up by our courier –

We use DHL Express for our USA and International Customers, visit their website here.

How can I track my order?

To track your order, please access the courier’s website directly using the link below or send us an email at info@bond-eye.com.au

We use DHL Express for our USA and International Customers, visit their website here.

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

Please email our Customer Service team at info@bond-eye.com.au and we will amend this as quickly as we can.

I have a faulty item – What do I do?

If you receive a faulty item, we want to help you in every way we can to rectify this!
It is important that you email our team info@bond-eye.com.au ASAP with the below information –
- ORDER Number
- Style information including the style number, colour and size
- Please Attach two or more photos of the faulty garment

Our team will review this request and get back to you within 48 hours with a resolution.

*PLEASE NOTE – As each garment is individually hand-dyed, some colour variation is expected for our products in our crinkle collections, especially our tie-dye and ombre collection pieces. We do our best to ensure the images on our website replicate the same colours as the garments themselves, but each piece is unique, and no two garments will be completely identical.

What happens if I order something and it is no longer available?

We try our best to ensure that the stock between our website and our warehouse match, but sometimes these might not mirror each other. If you happen to order a garment that is not currently available, our Customer Service Team will send you an email with an 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 USD (United States Dollar). If you are located outside of the USA, the charge through your bank will be converted into your location currency. 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 is done when you’re checking out. Type 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 send us an email at info@bond-eye.com.au

Shipping

When will my order arrive?

We want you to receive your new swimwear as soon as possible! Please see our shipping guidelines below:

East Coast USA : Within 5 – 7 business days

West Coast USA : Within 5 – 7 business days

Europe : Within 7 – 10 business days *metropolitan areas only. Regional areas may take longer.

Rest of the World : Within 7 – 10 business days *metropolitan areas only. Regional areas may take a little bit more time.

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. Your order will be sent from our warehouse in Sydney, Australia and will be shipped by DHL express

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
+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 I have to pay Duties and Taxes on top of my order?

If you are an international customer residing outside of the USA, you will be required to pay the import duties, customs, and taxes on top of your order. This will either be at the point of or after delivery.

Please note that Bond-Eye Australia does not hold responsibility for payment of these charges, nor do we have any control for any duties, customs, and taxes amount. We are unfortunately unable to advise you what the cost will be as these charges vary between countries.

For further information, we recommend contacting your local customs office.

Do you ship to PO Boxes?

Yes, we do! Please ensure all the information you entered at the checkout is correct. Bond-Eye Australia is not responsible for potential 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 the correct address for your order as soon as possible so we can amend your order.

Please note, if your order has already been shipped before you notice the error, you will need to contact the courier directly to redirect your shipment.
Bond-Eye Australia is not responsible for the loss of a package once it has left our warehouse facility.

How much will shipping cost?

We offer FREE DELIVERY for any orders over USD $150. Orders under USD $150 will incur an USD $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 obtain PROOF OF DELIVERY from them. If you have received this and still cannot locate your package, 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, border restrictions and minimal flight availability, we cannot guarantee 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 your new bond-eye swim. 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 organize 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?

We do not issue returns for refunds or store credits on items marked as FINAL SALE.

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 for us to process your store credit or refund.

Banks and payment services may take an extra 2-10 business days to clear funds into your account.

Returns Costs

If you are returning your 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

We do not offer straight exchanges, but if you return your items for a 110% store credit, you can use this store credit to re-purchase your desired swimsuit in a different size or print.

Gift Cards

How do I buy a Gift Card?

Gift Cards can be purchased through 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 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 us at info@bond-eye.com.au so we can assist you.

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 I should purchase

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 linked HERE 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.