FAQ
PRODUCTS
How do I clean and care FOR YOUR leather products?
You can use a soft damp cloth to remove any dirt and stains. We ask you to ensure that your cloth is not overly wet to touch, and also encourage you to keep the leather and hardware away from cosmetics, oils and other corrosive cleaning detergents to maintain the product in its original condition.
Please note that due to the delicate nature of our leatherwear and its embellishments, we do not recommend it for everyday use or wear during your pet’s playtime.
How long/wide are your leads?
Our leads come in one standard size. They are approximately 47” (120cm) long and 0.8” (2cm) wide.
What size collar should I purchase for my pet?
You may refer to our size guide for information on collar lengths and widths.
What size collar should I order if my pet is between sizes?
Comfort is key! If your pet is between sizes, we recommend sizing up in order to ensure comfort, wearability and breathing room around their neck. However, if their collar is to be used with a lead, please ensure once it is received that it is secure enough around their neck to ensure their safety without it slipping over their head.
How accurate are the colours on the website?
We always try our best to ensure the colours on our website reflect the true colours of the physical product, however, we cannot guarantee your monitor will reflect this.
ORDERS
What currency is used on the website?
All currency on our website is in Australian Dollars (AUD), and all transactions will be processed the same way.
Can I cancel an order I recently placed?
Please email us with urgency should you wish to cancel your order at hello@bonboy.co and we will endeavour to assist with your enquiry as best we can.
How long does it take to dispatch my order?
We try to dispatch all orders within 1-3 business day/s. However, during peak and sale periods, orders may experience a slight delay. Needless to say, we make it our priority to send orders out as soon as possible.
What types of payment do you accept?
We accept all major credit cards, and all payments through PayPal.
The item I want is sold out, is there anything I can do?
Our design philosophy is based on producing limited edition pieces which we turn around regularly in order to supply our customers with products that are always new, fresh and exclusive. Once a style sells out, we will never repeat it in that same colour again. That said, we encourage our customers to check back regularly as we don’t doubt that we will soon land something else you’ll love just as much! However, if you really did have your heart set on something specific, please feel free to email us and we can let you know if we have anything similar on the horizon, or something else we might recommend.
Can I purchase a gift card through your website?
Absolutely! We offer virtual gift cards through our website. They are sold in specific increments of $25, $50, $100, $150, $250 or $500. The gift card will be sent to the email entered at checkout. If you wish to purchase a gift card for a custom amount, please contact us at hello@bonboy.co.
How can I redeem my gift card?
After you’ve added items to your cart and proceed to checkout, enter your gift card info into the “gift or discount code” box in the order summary section to apply to your order.
Can discount codes be combined?
Unfortunately, discount or promotional codes cannot be combined. However, we will always honour the better discount for your purchase.
What if my discount code won't apply to my order?
If you are having any issues with a promotion applying to your order, please reach out to us at hello@bonboy.co and we will endeavour to help you as best as we can.
What can I do if my payment is declined?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s details - security code, expiration date, and billing address – match what you’ve entered into our system. If you’re still having difficulty, it’s best to check with your card issuer before trying again. If none of these apply, please contact hello@bonboy.co. We’re always happy to help!
SHIPPING & RETURNS
Do you ship internationally?
Yes, we ship world wide.
Who do you ship with and how much does shipping cost?
All orders are shipped through Australia Post.
International shipping costs will be calculated at checkout, depending on your item weight and destination.
For Australian domestic orders, we offer a flat shipping rate of $10 for standard shipping, and $15 for express shipping.
How long does domestic shipping take?
Standard shipping with Australia Post will take approx. 2 business days within metro NSW, and approx. up to 5 business days to country areas. Interstate shipping outside of NSW will usually take 3-6 business days, depending on the destination. This may vary or increase for country areas outside of NSW. Please note that these times may be increased in peak periods, or due to current COVID-19 delays. For more information, please visit the Australia Post website.
How long does international shipping take?
You will have the option to select standard or express shipping for your international order at the checkout. International shipping times largely depend on the destination. Due to the current global impact of COVID-19, shipping times have been extended. To obtain more information on international shipping times, you can visit the Australia Post website.
How do I track my order?
You can track your order on the Australia Post website using the tracking code provided to your email once your purchase has been dispatched.
When will my order ship?
Please allow 1-3 business days for your order to be processed and shipped. Once your order has been sent, you will receive an email notification with confirmation and tracking information.
Does BONBOY cover duties?
Unfortunately, taxes and duties for international shipping are the responsibility of the customer, as well as any additional fees required upon delivery. More information on duty and tax requirements can be obtained by contacting your local customs office or tax agency.
What is your return policy?
We accept returns on items within 14 days of receipt. Items must be unworn with all tags attached and must have a valid return authorisation number, which is supplied by BONBOY through contacting us directly. Items that are damaged or used may not be accepted and may be returned to the customer. Please visit our returns & exchanges page for more information, details on receiving an RA number and to download our returns form.
Can I exchange products because of sizing issues?
We completely understand that sometimes it can be difficult to get your pet’s size right on the first go, so we are happy to offer you the option to exchange. Please contact us at hello@bonboy.co with your order number within 7 days of receiving your purchase and we will help you to start the exchange process. For more information, please visit our returns & exchanges page.
What happens if I receive a faulty product?
We’re sorry you didn’t receive a perfect product! If you receive a product with a fault, please contact us at hello@bonboy.co with your order number and photos within 7 days of receiving it and we will do our best to rectify the issue.
What happens if I receive an incorrect product?
Oops! If you receive a product that varies from what you ordered, please contact us at hello@bonboy.co with your order number within 7 days of receiving it and we will do our best to rectify the issue.