Frequently Asked Questions

Your Customer Service remains at your disposal from Monday to Friday, from 10:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 6:00 p.m., excluding public holidays, at +33 (0)1 59 13 04 98 or at the following email address: contact@bonton.fr

Go to the site bonton.fr, log in to your customer account, and you will be able to modify your personal information there.

If you wish to delete your Bonton account, we invite you to contact our customer service by telephone at +33 (0)1 59 13 04 98 or by email at contact@bonton.fr

See you in Bottoms from our home page, you can subscribe to the Newsletter by entering your email.

Click the “Forgot Password” link located on the login page. Enter your email address, you will immediately receive an email. You can then click on the link to change your password.

If you have difficulty creating your account or logging in, we invite you to contact our customer service by telephone at +33 (0)1 59 13 04 98 or by email at contact@bonton.fr

In Bottoms of each e-mail sent, you can request to unsubscribe using a link provided to you. 

In accordance with the General Data Protection Regulations in force since May 25, 2018, Bontons is committed to protecting your data and your privacy as best as possible. The personal data collected is subject to processing for which we are responsible. This data is collected as part of our Digital policy and is necessary for sending direct communication and managing our customer relations (exchange, reimbursement, etc.). They are intended for services established in France in charge of customer relations as well as for external service providers that we use. They will be kept for 3 years from your last interaction with Bonton. In accordance with the regulations applicable to personal data, you have a right of access, rectification, opposition, limitation of processing, erasure and portability of your data which you can exercise by contacting our customer service.

We use profiling cookies on the Bonton website to offer you a better online experience, tailored to your preferences, and to measure the performance of our site. The cookie is a computer file stored on the hard drive of the user's computer. Cookies make it possible to report a previous visit by the Customer or Visitor to the site and to link the user to the personal data left on the site, in particular in the context of identifying the order basket. 

We are committed to offering you the most beautiful pieces. If you encounter a quality issue with one of them, we invite you to contact our Customer Service.

So that we can provide you with the most suitable solution, please specify:

• Your first and last name
• Your order number or receipt (this element is essential to open a file, without this element we will not be able to respond favorably to your request)
• The reference of your model, written on the label sewn into the Lining
• A description of the situation you are experiencing
• Photos of your model as well as a zoom on the identified defect

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

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

Select the product(s) you wish to purchase. 

Validate the shopping cart.

Be sure to check the selected products with the color and size options, and indicate the quantities requested.

Be sure to clearly indicate the information required for delivery.

Indicate the delivery method chosen.

Select payment method.

Proceed to pay for your order on the secure interface, which will firmly and definitively formalize the sales contract.

Any order constitutes acceptance of the prices and description of the products available for sale.

The online entry, on the form of one of our payment partners, of the bank card number and the final validation of the order will constitute proof of the order and the payment of the sums for the products ordered.

Your order is handled by our preparation team within hours of payment validation.

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

“In preparation” status: your order is being prepared by our logistics team. It has not yet been delivered to the carrier.

Status "in delivery": your package has been picked up by the carrier, delivery is in progress.

Our warehouses are open Monday to Friday. Orders placed between Friday and Sunday will be shipped at the beginning of the following week.

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

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

Your order is taken into account when you see it appear in your customer account in the "Orders" section.

You will also receive a confirmation email indicating your order number.

We invite you to check your spam if you have not received the email within 5 minutes.

If you have chosen delivery to a relay point, the choice of relay point is made after payment or in the confirmation email received. 

The gift wrapping option is available online! To do this, simply add the option to your basket before confirming your order. The order will be carefully packaged by hand in a Bonton package. You will also have the option of attaching a card where you can write a personalized message. Please note: the option cannot be applied to bulky items and this option offers only one gift wrap per order.

Once your order has been validated, we can no longer modify your order or cancel it.

You will then just have to wait for the order to return to our warehouse following its non-delivery.

Your order will be refunded upon receipt, so you can reorder from our online store.

Our customer service is available by telephone at +33 (0)1 59 13 04 98 or by email at the following address: contact@bonton.fr

Our advisors will be happy to assist you in your choices and will be able to help you place an order on the site.

Our models are carefully tailored to match your habits. We invite you to order your child's usual size. If it is between 2 sizes, do not hesitate to order both. Returns are easy and free in mainland France.

You can find and download your invoice in your customer account after receipt of your order. Please note, your invoice cannot be modified.

You can add a credit or an advantage code directly in your “order summary” by clicking on “discount code”. Make sure to validate the offer by clicking “Apply”. The promotion will be automatically added to the cart.

You can contact our customer service, so we can check if the malfunction is of internal origin. Otherwise, we will invite you to contact your bank for more information. 

The Bonton online store does not offer the Tax Free service. It is not possible to recover VAT on purchases made on the website www.bonton.fr. No tax refund forms can be sent. 

The Bonton Online Store does not allow payment with a credit received in store. We invite you to use them in one of our stores or by contacting our customer service. 

Your bank account is debited as soon as the payment is validated online. If, despite the care we take in preparing our orders, a model is unavailable, we will reimburse you before shipping your packages.

If you think that your payment has not been successful, we invite you to check that no order confirmation email has been sent to you but also that no order appears in your customer area. If nothing appears, you can try placing your order again. 

The Bonton Online Store offers several payment methods:

VISA, MASTERCARD, AMERICAN EXPRESS, PayPal cards.

We secure 100% of transactions made on our site. We use SSL encryption technology to keep your banking data protected. These do not pass directly through our site and are inaccessible to a third party. You can place your order with complete confidence. 

Once your order has been validated, we can no longer modify it or cancel it. 

You will then just have to wait for the order to return to our warehouse following its non-delivery.

Your order will be refunded upon receipt, so you can reorder from our online store.

BONTON delivers to the following countries: France, Germany, Austria, Belgium, Bulgaria, Canada, Cyprus, Croatia, Ivory Coast, Denmark, United Arab Emirates, Spain, Estonia, United States, Finland, Greece, Hungary, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Morocco, Mexico, Monaco, Norway, Countries-Bottoms, Poland, Portugal, Czech Republic, Qatar, Romania, United Kingdom, Slovakia, Slovenia, Sweden and Switzerland (excluding specific areas requiring tax-free sales, notably the French Overseas Territories). For more information on delivery, the Customer can contact Customer Service by e-mail: contact@bonton.fr

Your order delivered by the chosen carrier, who will send you an e-mail to notify you of the delivery date of your order, the package will be delivered by hand or by letterbox in case of absence, if the dimensions of the package do not allow delivery by letterbox, a delivery notice will be given to you.

If, however, despite receiving confirmation, you have not received your order, you can contact customer service by telephone on +33 (0)1 59 13 04 98 or by email: contact@bonton.fr

We will open an investigation with our carrier to quickly locate your package and offer you a tailor-made solution.

Here are the steps we invite you to follow:

• Check your order as well as the order shipping email. Perhaps you missed the information that one or more items were missing?
• If no missing item appears on the order and shipping email, do not hesitate to contact our customer service by telephone on +33 (0)1 59 13 04 98 or by email at the following email address: contact@bonton.fr

You will then just have to wait for the order to return to our warehouse.

Your order will be refunded upon receipt, so you can reorder from our online store.

You can follow the status of your order as soon as it is confirmed. To do this, go to the “orders” section of your customer account.

For any order placed online and confirmed on our site, the order will be prepared within 2 working days, while stocks last. An email will be sent to you when the products are shipped, provided that the email address provided in the registration form is error-free. Upon receipt of this email, you will be able to take into account the delivery times of the carriers announced below. Delivery times are as follows:

Colissimo: 3 to 5 working days for mainland France

Relay point: 5 working days

Colissimo international: 5 to 8 working days depending on the country except public holidays

UPS: 48h to 72h

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

Here are the delivery methods available on the site:

Colissimo: This delivery method guarantees the presentation of your package within 3 to 5 days for the sum of 6.90 euros, in mainland France and Monaco only, from dispatch using the Post Office and the Colissimo service (excluding processing and order preparation time). Deliveries are made from Monday to Saturday morning, except public holidays. The package is picked up by the Post Office and delivered to the delivery address indicated by the Customer. If the Customer is absent during delivery and if the dimensions of the package allow it, the postman will leave the package in the mailbox. Otherwise, a delivery notice will indicate to the Customer where to collect the package from the nearby post office for 15 days.

Colissimo International: This delivery method is reserved for European countries and the United Kingdom, and allows you to present your package between 5 to 8 working days from 7.90 euros. Delivery is only from Monday to Friday except public holidays. The package will be delivered against signature. In the event of absence during delivery, a delivery notice with the carrier's contact details will be left to agree on a new presentation.

Chonopost:

This delivery method guarantees shipment of the package within 48 hours for the sum of 9.90 euros, in mainland France, from dispatch using the Chronopost service (excluding order processing and preparation time). Deliveries are made from Monday to Saturday, except public holidays. The package is taken care of by Chronopost and delivered to the delivery address indicated in the order. Parcel tracking is carried out on the site www.chronopost.fr/suivi with the transport voucher number of your package. If you are absent during delivery, an SMS will be sent to you, telling you where to collect your package from the nearest Relais Colis or Chronopost agency within 10 days. In the event of non-collection within the time limit set by the carrier, the products will be returned to the sender. Upon receipt of the package from the sender, the Site www.bonton.fr will reimburse the Customer for the amount of the products ordered on the basis of the price invoiced, excluding delivery costs.

Relay Point: This delivery method allows you to be delivered to one of the relay points in mainland France, or in Europe. The preparation and delivery costs to a relay point are 4.90 euros. The average delivery time to a relay point is 5 working days. You will be informed by email of the arrival of your parcel in relay; You have 10 working days from the date the email is sent to collect your order, upon presentation of valid identification. At the end of the period, the package will be considered abandoned and will no longer be the subject of any complaints. The site www.bonton.fr will reimburse the Customer for the amount of the products ordered on the basis of the price invoiced, excluding delivery costs.

The choice of relay point is made after payment. 

UPS: This delivery method (express delivery) is reserved for shipping packages to European countries except Cyprus from 12.90 euros. It allows the Customer to present their package within 48 hours to 72 hours.

DHL: This delivery method is reserved for shipping packages internationally (outside Europe). It allows you to present your package between 3 and 5 working days from 19.90 euros. Orders are subject to taxes and customs fees which are the responsibility of the customer/recipient.

For deliveries made in mainland France: Return costs are free. 

1) Go to our website, then find in Bottoms of page "Make a return".

2) Enter your "Order number", then your “Order email or delivery postal code”. Select the product(s) to return, then enter the reason for the return.

3) Then confirm your personal information, then validate your return request.

4) An email containing a return slip will then be sent to you. 

5) Part of this slip must be stuck on the return package. Please also enclose inside your package, your delivery note present upon receipt, on which you will have circled the products to be returned. 

6) Prepare your package, then drop it off at the postal center connected to your carrier, mentioned on your return label.

If you choose a post office or a merchant in the La Poste network, do not forget to affix the stamp or signature. This proof of deposit will allow you to follow the delivery of your return or in the event of a complaint. 

Upon receipt of the package and subject to inspection of the items, we will reimburse directly to the means of payment used for the purchase. If you paid with a voucher, this will be re-credited. 

We invite you to keep the proof of deposit carefully, in the event of a complaint. 

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

Furthermore, the Customer is reminded that no reimbursement can take place before having previously received and checked the conformity of the condition of the item(s) concerned by this request. 

Returned products must be returned in their original condition and in their entirety (product label, Accessories, cover, etc.). The products must be intact, in perfect condition for resale, in a perfectly clean state, they must not have been worn or used, nor have suffered any deterioration. Any damaged or incomplete product will not be refunded. 

The return is free within the limit of one return per order, delivered in Metropolitan France.

If the Customer wishes to make an additional return on an order that has already benefited from a first return, the Customer must contact Customer Service so that they can validate the request. Please note that shipping costs will be the responsibility of the Customer.

To obtain more information on the return of your additional return package, we invite the Customer to contact BONTON Customer Service at the following email address: contact@bonton.fr

In order to return your order delivered in Europe (excluding mainland France): 

1) Go to our website, then find in Bottoms of page "Make a return".

2) Enter your "Order number", then your “Order email or delivery postal code”. Select the product(s) to return, then enter the reason for the return.

3) Then confirm your personal information, then validate your return request.

4) An email containing a return slip will then be sent to you. 

5) Part of this slip must be stuck on the return package. Please also enclose inside your package, your delivery note present upon receipt, on which you will have circled the products to be returned. 

6) Prepare your package, then drop it off at the postal center connected to your carrier, mentioned on your return label.

If you choose a post office or a merchant in the La Poste network, do not forget to affix the stamp or signature. This proof of deposit will allow you to follow the delivery of your return or in the event of a complaint. 

Upon receipt of the package and subject to inspection of the items, we will reimburse directly to the means of payment used for the purchase. If you paid with a voucher, this will be re-credited. 

We invite you to keep the proof of deposit carefully, in the event of a complaint. 

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

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

1) Go to our website, then find in Bottoms of page "Make a return".

2) Enter your “ Order number ”, then your “ Order email or delivery postal code ". Select the product(s) you wish to return, then indicate the reason for the return.

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

4) Enclose the delivery note in your package, on which you have circled the products to be returned.

5) Return the items with the carrier of your choice as soon as possible (DHL, UPS, we recommend selecting tracking delivery) to the following address:

LOGTEX Service Return

BONTON

2 Allée de Belgique 

ZI Artoipole

62128 WANCOURT

FRANCE

As indicated in our general conditions of sale, return costs are your responsibility.

Upon receipt of the package, and subject to verification of the items, we will reimburse you directly to the payment method used to make the purchase. If you paid with a voucher, it will be credited back to your account.

We invite you to carefully keep proof of deposit in the event of a complaint.

The return is free within the limit of one return per order, delivered in Metropolitan France.

If the Customer wishes to make an additional return on an order that has already benefited from a first return, the Customer must contact Customer Service so that they can validate the request. Please note that shipping costs will be the responsibility of the Customer.

To obtain more information on the return of your additional return package, we invite the Customer to contact BONTON Customer Service at the following email address: contact@bonton.fr

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

If you wish to make an exchange, go to the “Make a return” tab in Bottoms of our website. Then select the “Exchange item” option. Once your exchange request has been registered, your new order will be sent upon receipt of your return package to our workshop. 

Exchanges are free for deliveries made in France. The new shipment will be your responsibility for deliveries made outside France.

Simply return (free of charge for deliveries made in France or at your expense for deliveries made abroad) the parts that are not suitable and place a new order. 

You can also make an exchange.

In accordance with the provisions of article L.221-18 of the Consumer Code, you have 14 clear days to return your products. This period runs from the day after or the first working day following the day of delivery of the order or from the day of delivery of the last product when the order is delivered in several installments.

Returned orders will be refunded by our customer service within 14 working days of receipt of the package. 

You will receive an email after each use of the e-gift card indicating the remaining balance.

All you need to do is indicate the code from your e-card during the first step of finalizing your order, by clicking on “discount code” directly in your “order summary”. Make sure to validate the offer by clicking OK.

The beneficiary will receive the email delivering their e-gift card within an hour of ordering it.
A code will be sent by email to the buyer who can transfer it to the recipient or print it in paper format.

The Bonton Online Store does not allow payment with a gift card purchased in store. We invite you to use it in one of our stores or by contacting our customer service.

The gift card purchased in store can be used in Bonton stores as many times as you wish until the balance is exhausted. It can be used for one year from the date of issue.

All our store addresses and opening hours are available on the enen home page Bottoms page of the site ("Our stores" section).

The color and/or size exchange is actually only possible if it is an item from the current collection and only in Bonton stores in France.

The part will be exchanged according to the price charged for this same part in the store at the time of the exchange.

However, refunding your order or issuing a credit note is not available in store.

For a refund, the order must be returned to our warehouse. The return is free in Metropolitan France.

The refund will be made within 14 working days. Returns must be made within 14 days of shipping your package.

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

The item must be returned in its original packaging, accompanied by the label on the garment.

We invite you to contact the Bonton store of your choice so that our sales team can make a reservation, depending on availability. The model will be reserved for you 48 hours after confirmation from the store.

All our store addresses and their opening hours are available on the home page in Bottoms page of the site ("Our stores" section).