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Retour et Remboursement

HOW LONG DO I HAVE TO MAKE MY RETURN?
You have 30 days from the shipping date of your order to return it or a part of it. The item(s) must be returned new and unused.

WHAT IS THE RETURN PROCEDURE?

  • For worldwide orders placed via Global-e (i.e. outside France, Belgium and Spain)

Each return related to an order placed worldwide is managed by our service provider Global-e. If you are willing to make a return of an order placed with Global-e, click on the returns portal and follow the instructions.

Please make sure to write the correct order number as well as the right email address that you used to place it. Once logged in, indicate which items you would like to return and the reasons for returning them. Our partner DHL Express will then handle the return by creating a prepaid return label. Please note that you do not pay the prepaid return post separately, it is deducted from your refund.

Print return label

A copy of the prepaid return label will be emailed to you. Please keep this safe, as Global-e is only able to generate one prepaid return label per order.

Pack your return

Find a container that will fit all of the items you are returning. It is recommended to use a bag to avoid high shipping costs. Make sure the container fits the items as snugly as possible, to avoid excess shipping costs. Also make sure there are no tracking or shipping labels attached to the container. Place all the items you selected to return, into the container and seal it.

Send it back

Print the Return Label and affix it securely to the outside of the package. If an account number is required by the courier company to arrange the collection, it can be found on the shipping label attached to this document.

Go to https://locator.dhl.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points.

To schedule a pickup by a DHL courier, follow the instructions here.

Refund

Please allow 14 business days for a refund to be credited back to your payment method, once the order has reached the International Returns Hub and has been inspected.

The prepaid label’s cost will be deducted from your refund.

  • For orders placed in Belgium and Spain

Returns are at the Customer’s expense so there is no prepaid return label provided in your package. You must therefore send your item(s) back using the the shipping method of your choice at the following address: 

XP LOG

Parc du Hode 2

Route industrielle – Port 5515

Bâtiment 3B – quai 37

76430 Saint-Vigor d’Ymonville

France

You must also fill out the return form and put it in your package in order to indicate the items that are being sent back and the reason for their return. You have 30 days to return your products starting from your order’s shipping date.

  • For French orders shipped by Colissimo or Chronopost

A pre-paid label is included in your order (except during promotional sales such as Soldes, Private Sales, Outlets, etc**). You can therefore return your items free of charge if this do not meet your expectations. You just have to stick this label on your parcel and fill out the return form also received with your order. On that form, you must indicate the items that are being sent back and the reason for their return. The items must be returned new and unused within 30 days from the date the order was shipped.

**During promotional sales, returns are at the Customer's expense. The pre-paid return label is therefore not included in your order. In that case, you can send your items back through a standard Colissimo shipment at the following address:

XP LOG

Parc du Hode 2

Route industrielle – Port 5515

Bâtiment 3B – quai 37

76430 Saint-Vigor d’Ymonville

France

You must also fill out the return form and put it in your package in order to indicate the items that are being sent back and the reason for their return. You have 30 days to return your products starting from your order’s shipping date.

What should I do if I lose my pre-praid return label ? (French orders only)

We advise you to contact our Customer Service who will provide you with a new one by email.

We remain at your disposal by email at contact@bonton.fr or by phone at +33 (0)1 83 75 69 95 from Monday to Friday, from 9:30am to 12:30pm and from 2pm to 5:30pm.

  • For the Click&Collect orders placed on the French eshop

Returns related to Click&Collect must be made exclusively in one of our stores. If some of your items do not meet your expectations, you vcan bring them back to one of our stores (except department stores) with your receipt and order number. You will be automatically refunded within 14 working days.

CAN I EXCHANGE MY ITEMS?

Exchanges are not possible. You must send your items back by following the corresponding return procedure above depending on your country and place a new order.

HOW SOON WILL I RECEIVE MY REFUND?

The refund will be issued by our Customer Service within 14 working days from the date we receive your return.

WHAT SHOULD WHAT I DO IF ONE OF MY ITEM IS FAULTY?

If despite all the care we put into preparing your order, an item does not meet your quality requirements :

For worldwide orders placed via Global-e (i.e. outside France, Belgium and Spain)

We advise you to contact Global-e (service@global-e.zendesk.com).

You can also have some answers on their help center by clicking HERE.

For orders placed in Belgium and Spain

Please, contact our Customer Care service via email : contact@bonton.fr