Frequently asked questions

Our Customer Service team is happy to help Monday to Friday, 10:00 am to 1:00 pm and 2:00 pm to 6:00 pm, excluding public holidays, on +33 (0)1 59 13 04 98 or at the following email address: contact@bonton.fr

Visit bonton.fr and log in to your customer account to change your personal information.

If you would like to delete your Bonton account, please contact our customer service team by phone on +33 (0)1 59 13 04 98 or by email at contact@bonton.fr

Go to the bottom of our homepage and enter your email address to subscribe to the newsletter.

Click the ‘Forgot password’ link on the login page. Enter your email address and you’ll receive an email immediately. You can then click the link to change your password.

If you’re having trouble creating an account or logging in, please contact our customer service team by phone on +33 (0)1 59 13 04 98 or by email at contact@bonton.fr

You can request to unsubscribe using the link at the bottom of every email we send. 

In accordance with the General Data Protection Regulation, in force since 25 May 2018, Bonton is committed to protecting your data and privacy as effectively as possible. We are responsible for processing the personal data collected. This data is collected as part of our digital policy and is necessary for sending direct communications and managing our customer relationship (exchanges, refunds, etc.). It is shared with our customer service teams based in France and the external service providers we use. It will be kept for 3 years from your last interaction with Bonton. In accordance with applicable personal data regulations, you have the right to access, rectify and erase your data, object to or restrict its processing, and request its portability. You can exercise these rights by contacting our customer service team.

We use profiling cookies on the Bonton website to give you a better online experience tailored to your preferences and to measure our website’s performance. A cookie is a computer file stored on the user’s computer hard drive. Cookies can indicate that a customer or visitor has previously visited the website and link the user to personal data they have provided on the site, particularly to identify their shopping basket. 

We take great care in selecting the finest pieces for you. If you experience a quality issue with one of them, please contact our Customer Service team.

To help us find the most suitable solution, please provide:

• Your first and last name
• Your order number or receipt (this is essential for us to open a case; without it, we cannot approve your request)
• Your item’s reference number, shown on the label sewn into the lining
• A description of the issue you are experiencing
• Photos of your item, including a close-up of the defect you have identified

You can place an order on our online store by following these steps:

Identify yourself either by entering your email address and personal password or by providing all the information requested for online registration.

Select the product(s) you wish to buy. 

Confirm your shopping basket.

Check the selected products, including their colour and size options, and indicate the quantities required.

Make sure you clearly provide the information needed for delivery.

Indicate your chosen delivery method.

Select your payment method.

Pay for your order through the secure interface, which will make the sales contract final and binding.

Placing an order constitutes acceptance of the prices and descriptions of the products available for sale.

Entering your bank card number online on one of our payment partners’ forms and finally confirming the order will constitute proof of the order and make payment due for the products ordered.

Our fulfilment team takes charge of your order within hours of Payment being confirmed.

You can track the preparation of your orders in the "Orders" section of your account.

Status "being prepared": our logistics team is preparing your order. It has not yet been handed over to the carrier.

Status "out for delivery": your parcel has been handed over to the carrier and delivery is in progress.

Our warehouses are open Monday to Friday. Orders placed between Friday and Sunday will be dispatched early the following week.

Rest assured that our teams are doing everything they can to prepare and dispatch your orders as quickly as possible.

Items added to your basket are not reserved. However, they will remain in your basket for as long as they are available. 

Your order has been received when it appears in the "Orders" section of your customer account.

You’ll also receive a confirmation email with your order number.

Please check your spam folder if you haven’t received the email within 5 minutes.

If you chose delivery to a pickup point, you can select the pickup point after payment or in the confirmation email you receive. 

Gift wrapping is available online! Simply add the option to your basket before placing your order. Your order will then be carefully wrapped by hand in Bonton gift packaging. You can also include a card with a personalised message. Please note: gift wrapping is not available for bulky items, and only one gift wrap is provided per order.

Once your order has been confirmed, we can no longer change or cancel it.

You will then need to wait for the undelivered order to be returned to our warehouse.

Your order will be refunded once we receive it, and you can then place a new order through our online store.

Our customer service team is available by phone on +33 (0)1 59 13 04 98 or by email at: contact@bonton.fr

Our advisers will be happy to help you choose and can assist you in placing an order on the website.

Our styles are carefully sized to match what you’re used to. We recommend ordering your child’s usual size. If your child is between two sizes, feel free to order both. Returns are easy and free in mainland France.

You can find and download your invoice from your customer account after receiving your order. Please note that your invoice cannot be changed.

You can add a credit or promo code directly in your "order summary" by clicking "discount code". Be sure to confirm the offer by clicking “Apply”. The discount will automatically be added to your basket.

You can contact our customer service team so we can check whether the issue is on our end. If it isn’t, we’ll ask you to contact your bank for more information. 

The Bonton online store does not offer a tax-free shopping service. VAT cannot be reclaimed on purchases made at www.bonton.fr. No tax refund forms can be sent. 

Bonton’s online store does not accept payment with a credit note issued in a store. Please use it at one of our stores or contact our customer service team. 

Your bank account is charged as soon as your online payment is confirmed. If, despite the care we take in preparing orders, an item is unavailable, we will refund you before your parcel is dispatched.

If you think your payment didn’t go through, please check that you haven’t received an order confirmation email and that no order appears in your customer account. If neither appears, you can try placing your order again. 

The Bonton online store offers several payment methods:

VISA, MASTERCARD and AMERICAN EXPRESS cards, PayPal.

Once your order has been confirmed, we can no longer change or cancel it. 

You will then need to wait for the undelivered order to be returned to our warehouse.

Your order will be refunded once we receive it, and you can then place a new order through our online store.

BONTON delivers to the following countries: France, Germany, Saudi Arabia, Austria, Australia, Belgium, Brazil, Bulgaria, Canada, China, Cyprus, Croatia, Côte d’Ivoire, Denmark, the United Arab Emirates, Spain, Estonia, the United States, Finland, Greece, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Morocco, Mexico, Monaco, Norway, the Netherlands, Poland, Portugal, the Czech Republic, Qatar, Romania, the United Kingdom, Singapore, Slovakia, Slovenia, Sweden and Switzerland (excluding areas subject to special tax-free sales rules, notably the French overseas departments and territories). For more information about delivery, customers can contact Customer Service by email at contact@bonton.fr

Your order will be delivered by your chosen carrier, who will email you with the delivery date. The parcel will be handed to you in person or, if you are absent, left in your letterbox. If the parcel is too large for the letterbox, a delivery notice will be left for you.

If you have received a confirmation but still have not received your order, you can contact customer service by phone on +33 (0)1 59 13 04 98 or by email at: contact@bonton.fr

We will ask our carrier to investigate so we can locate your parcel quickly and offer you a tailored solution.

Please follow these steps:

• Check your order and its dispatch email. You may have missed a note saying that one or more items were unavailable.
• If neither your order nor the dispatch email indicates that any items are missing, please contact our customer service team by phone on +33 (0)1 59 13 04 98 or by email at the following address: contact@bonton.fr

You just need to wait for the order to be returned to our warehouse.

Your order will be refunded once we receive it, and you can then place a new order through our online store.

You can track your order as soon as it has been confirmed. To do so, go to the "orders" section of your customer account.

For any order placed online and confirmed on our website, we will prepare it within 2 working days, subject to stock availability. We will email you when the products are dispatched, provided the email address entered on the registration form is correct. Once you receive this email, the carrier delivery times listed below will apply. Delivery times are as follows:

Colissimo: 3 to 5 working days for mainland France

Colissimo International: 5 to 8 working days, depending on the country, excluding public holidays

UPS: 48 to 72 hours

DHL: 3 to 5 working days, depending on the country, excluding public holidays

The following delivery options are available on the website:

Colissimo: This delivery option provides for your parcel to be presented for delivery within 3 to 5 days of dispatch for €6.90, in mainland France and Monaco only, via La Poste and its Colissimo service (excluding order processing and preparation time). Deliveries take place Monday to Saturday morning, except on public holidays. La Poste handles the parcel and delivers it to the address provided by the Customer. If the Customer is absent when delivery is attempted and the parcel’s dimensions allow, the postal worker will leave it in the letterbox. Otherwise, a delivery notice will tell the Customer where to collect the parcel from a nearby post office within 15 days.

Colissimo International: This delivery option is available for European countries and the United Kingdom. Your parcel will be presented for delivery within 5 to 8 working days, from €7.90. Deliveries take place Monday to Friday only, except on public holidays. The parcel will be handed over against a signature. If you are absent when delivery is attempted, a delivery notice with the carrier’s contact details will be left so you can arrange another attempt.

Chonopost:

This delivery option provides for the parcel to be dispatched within 48 hours via Chronopost for €9.90 in mainland France (excluding order processing and preparation time). Deliveries take place Monday to Saturday, except on public holidays. Chronopost handles the parcel and delivers it to the address provided when the order is placed. You can track your parcel on the website www.chronopost.fr/suivi using the number on your parcel’s shipping document. If you are absent when delivery is attempted, you will receive a text message telling you where to collect your parcel from the nearest Relais Colis collection point or Chronopost depot within 10 days. If it is not collected within the carrier’s allotted period, the products will be returned to the sender. Once the sender receives the parcel, the Website www.bonton.fr will refund the Customer the amount paid for the products ordered, based on the invoiced price, excluding delivery charges.

UPS: This express delivery option is available for parcels sent to European countries other than Cyprus, from €12.90. The Customer’s parcel will be presented for delivery within 48 to 72 hours.

DHL: This delivery option is for international shipments outside Europe. Your parcel will be presented for delivery within 3 to 5 working days, from €19.90. Orders are subject to taxes and customs duties, which are payable by the customer/recipient.

For deliveries within mainland France, returns are free of charge.  

1) Visit our website, then find the following at the bottom of the page: "Make a return".

2) Enter your "Order number", then your "Order email address or delivery postcode". Select the product(s) you wish to return, then give the reason for the return.

3) Confirm your personal details, then submit your return request.

4) You will then receive an email containing a return label. 

5) Attach one part of the return label to your parcel. Please also include the delivery note that came with your order, circling the products you wish to return. 

6) Prepare your parcel, then drop it off at the postal centre for the carrier shown on your return label.

If you use a post office or a retailer in the La Poste network, remember to have your proof of postage stamped or signed. This will allow you to track your return and serve as evidence if you need to make a claim. 

Once we receive the parcel and have checked the items, we will issue a refund directly to the payment method used for the purchase. If you paid with a voucher, it will be credited back. 

Please keep your proof of postage safe in case you need to make a claim. 

Please note that for orders delivered outside mainland France, return shipping costs will be deducted from your refund.

Please note that no refund can be issued until the item or items covered by the request have been received and checked to ensure they meet the return conditions.  

Returned products must be sent back complete and in their original condition, with the product tag, accessories, cover, etc. They must be undamaged, perfectly clean and in a condition suitable for resale. They must not have been worn, used or damaged. Damaged or incomplete products will not be refunded.  

Returns are free for one return per order delivered in mainland France.

If you wish to make an additional return for an order that has already had one return, you must contact Customer Service for approval. Please note that you will be responsible for the shipping costs.

For more information about sending back an additional return parcel, please contact BONTON Customer Service at: contact@bonton.fr

To return an order delivered in Europe (outside mainland France): 

1) Visit our website, then find "at the bottom of the pageMake a return".

2) Enter your "Order number", then your "Order email address or delivery postcode". Select the product(s) you wish to return, then give the reason for the return.

3) Confirm your personal details, then submit your return request.

4) You will then receive an email containing a return label. 

5) Attach one part of the return label to your parcel. Please also include the delivery note that came with your order, circling the products you wish to return. 

6) Prepare your parcel, then drop it off at the postal centre for the carrier shown on your return label.

If you use a post office or a retailer in the La Poste network, remember to have your proof of postage stamped or signed. This will allow you to track your return and serve as evidence if you need to make a claim. 

Once we receive the parcel and have checked the items, we will issue a refund directly to the payment method used for the purchase. If you paid with a voucher, it will be credited back. 

Please keep your proof of postage safe in case you need to make a claim. 

Please note that for orders delivered outside mainland France, return shipping costs will be deducted from your refund.

If your order was delivered internationally (outside mainland France and Europe), please follow the procedure below:

1) Visit our website, then find "at the bottom of the pageMake a return".

2) Enter your “ Order number ”, then your “ Order email address or delivery postcode ”. Select the product(s) you wish to return, then give the reason for the return.

3) Confirm your personal details, then confirm your request.

4) Include the delivery note that came with your parcel, circling the products you wish to return.

5) Send the items back as soon as possible using a carrier of your choice (DHL, UPS; we recommend choosing tracked delivery) to the following address:

LOGTEX Returns Department

BONTON

2 Allée de Belgique 

ZI Artoipole

62128 WANCOURT

FRANCE

As stated in our terms and conditions of sale, you are responsible for the return shipping costs.

Once we receive the parcel and have checked the items, we will refund you directly to the payment method used for the purchase. If you paid with a voucher, it will be credited back to your account.

Please keep your proof of postage safe in case you need to make a claim.

Returns are free for one return per order delivered in mainland France.

If you wish to make an additional return for an order that has already had one return, you must contact Customer Service for approval. Please note that you will be responsible for the shipping costs.

For more information about sending back an additional return parcel, please contact BONTON Customer Service at: contact@bonton.fr

We offer exchanges for all orders, regardless of the delivery country.

To make an exchange, go to the "Make a return" tab at the bottom of our website. Then select the "Exchange the item" option. Once your exchange request has been registered, your new order will be sent when our workshop receives your returned parcel. 

Exchanges are free for deliveries within France. For deliveries outside France, you will need to pay for the shipping of the new item.

Simply return the items that don’t fit (free of charge for deliveries within France, or at your own expense for international deliveries) and place a new order. 

You can also arrange an exchange.

In accordance with Article L.221-18 of the French Consumer Code, you have 14 full days to return your products. This period begins on the day after delivery of the order, or on the next working day, or on the day the final product is delivered if the order is delivered in several instalments.

Our customer service team will refund returned orders within 14 working days of receiving the parcel. 

You’ll receive an email after each use of your e-gift card showing your remaining balance.

Simply enter your e-gift card code at the first step of checkout by clicking "discount code" in your "order summary". Be sure to apply the offer by clicking OK.

The recipient will receive an email with their e-gift card within an hour of the order being placed.
A code will be emailed to the purchaser, who can forward it to the recipient or print it out.

The Bonton online store does not accept Payment with a Gift card bought in a store. You can use it in one of our stores or by contacting our customer service team.

A gift card purchased in store can be used in Bonton stores as many times as you like until the balance runs out. It is valid for one year from the date of issue.

We’re always looking for passionate people to join our network of stores. Please send your application to recrutement.retail@zedinvest.fr

You can find all our store addresses and opening hours at the bottom of the website’s home page (under "Our stores").

You can exchange an item for another colour and/or size only if it is from the current collection, and only at Bonton stores in France.

The item will be exchanged at the price charged for that same item in the store at the time of the exchange.

However, refunds and store credit for your order are not available in store.

For a refund, the order must be returned to our warehouse. Returns are free in mainland France.

The refund will be issued within 14 working days. Returns must be made within 14 days of your parcel being dispatched.

The return will not be accepted if the item is unfit for sale (damaged, used or soiled).

The item must be returned in its original packaging, with the tag still attached to the garment.

Please contact your chosen Bonton store so our sales team can reserve the item for you, subject to availability. The item will be held for 48 hours after the store confirms your reservation.

You can find all our shop addresses and opening hours at the bottom of the website’s homepage, under "Our shops".