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Customer Service

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

Our emails can sometimes get lost on their way to you so make sure you check your junk and spam folders in your inbox.

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

How can I contact you?

Our customer care team is available Monday to Friday between 9:00 am – 5:00 pm AEST

You can reach us via Live Chat during working hours, or
email us at info@bond-eye.com.au

Please allow our team 24 hours to reply to your email request.

Discount Codes

I forgot to add in my discount code

Unfortunately once your order has been placed we are unable to add in your discount code.

The only way to claim your discount on your purchase is to enter a discount code during checkout and it can not be added afterwards.

Orders

How do I know if you have received my order?

When you place an order, you will receive an email containing your order number and order details. If you did not receive this email, please check your junk folder and if it’s not there, please contact our customer care team via Live Chat Monday-Friday 9am-5pm AEST, or email us at info@bond-eye.com.au and we will resend you your order confirmation.





Can I make changes to my order?

Unfortunately, we cannot make any changes to your order after it has been placed. However, if you have entered the incorrect shipping address please contact us within 1 hour of placing your order.

Our customer care team is available via Live Chat Monday-Friday 9am-5pm AEST or email us at info@bond-eye.com.auRemember to include your order number, address and any other relevant information.

Note: bond-eye Australia is not responsible once your package has left our warehouse facility.

How do I know my order has been shipped?

We will email you tracking details so you can track your
order here:

DOMESTIC CUSTOMERS
Please track your parcel via this link: https://auspost.com.au/mypost/track/#/search
NEW ZEALAND CUSTOMERS
Please track your parcel via this link: https://www.dhl.com/nz-en/home.html

If your tracking information says your order has not been delivered you must contact the delivery company directly and request a proof of delivery. If you have this and are still unable to locate your parcel, please contact our customer care team.

The estimated delivery time of your order will depend on your shipping location and the volume of orders being processed at that time

Metro Areas - 3-5 working days
Regional Areas - 5-10 working days
New Zealand - 3-7 working days

Please note that the above is a guide only. We are not
liable for any delay in delivery. The timeframes above are based on our delivery partners’ recommendations and are subject to change. For more
information, please contact the delivery service provider directly.

How can I track my order?

We will email you tracking details so you can track your
order here:

DOMESTIC CUSTOMERS
Please track your parcel via this link: https://auspost.com.au/mypost/track/#/search
NEW ZEALAND CUSTOMERS
Please track your parcel via this link: https://www.dhl.com/nz-en/home.html

If your tracking information says your order has not been delivered you must contact the delivery company directly and request a proof of delivery. If you have this and are still unable to locate your parcel, please contact our customer care team.

The estimated delivery time of your order will depend on your shipping location and the volume of orders being processed at that time

Metro Areas - 3-5 working days
Regional Areas - 5-10 working days
New Zealand - 3-7 working days

Please note that the above is a guide only. We are not
liable for any delay in delivery. The timeframes above are based on our delivery partners’ recommendations and are subject to change. For more
information, please contact the delivery service provider directly.

I have a problem with my order.

If you received the wrong item, a faulty item or we missed an item from your order, please contact customer care via email, info@bond-eyeaustralia.com.au as soon as possible with:
-Your order number
-Style number, colour & size
-Two or more photos of the item and swing tag











I have a faulty item – What do I do?

In the unlikely event of a faulty item being delivered to you, we want to help you in every way we can to rectify this!
It is important that you email our team at
info@bond-eye.com.au
ASAP with the below information:

• ORDER Number

• Style information including the style number, colour and size

• Attach two or more photos of the faulty garment


Our team will then review the images and get back to you within 48 hours with a resolution.

*PLEASE NOTE – Because each piece is individually hand-dyed, some colour variation is expected with some of our products especially our tie-dye and ombre collection pieces. Whilst we do our best to ensure the images on our website replicate the same colours as the garments themselves, no two pieces will be completely identical.















An item I’ve ordered is no longer available – now what?

We try our best to ensure that the stock showing as available on our website matches our stock sitting in our warehouse, but sometimes it can be out. If this should happen, our Customer Service Team will send you an email with the update and offer you options to update or refund your order.

Payment

What payment options do you offer?

-Credit / Debit Card: VISA, MASTERCARD, AMEX
-Paypal
-Afterpay
-Klarna
-ShopPay
-Apple Pay
-Google Pay

All orders are processed in AUD. If you live overseas, the bank charge will show in your local currency.

How do I use a promo code / How do I redeem my store credit or gift card?

This can be done at check out. Just put in 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 shoot us an email at  info@bond-eye.com.au
or contact our customer care team on Live Chat Monday-Friday 9am to 5pm AEST


Shipping

When will my order arrive?

We want you to have your new swimwear as soon as possible. The delivery time will depend on your shipping location and the volume of orders being processed at the time of your order. Please see our shipping timeframes below:

METRO Areas: Within 3 – 5 business days

REGIONAL Australia: Within 5-10 business days

New Zealand: Within 3-7 business days via DHL

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?


You sure can! At this stage we can only offer express shipping to our Australian and New Zealand customers. Just select the express shipping option when you check out.



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
Tel: +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 you ship to PO Boxes?

Yes, we do!
Please ensure all information is entered correctly during checkout.
Bond-Eye Australia is not responsible for 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 correct address as soon as possible so we can amend your order. Please try and do this within 4 hours of placing your order.
If your order has shipped and you have noticed the error, you will need to contact the courier directly to re-direct your shipment.

Bond-Eye Australia is not responsible for the loss of package once it has left our warehouse facility




How much will shipping cost?

We offer FREE DELIVERY for any orders over AUD $150. Orders under AUD $150 will incur an AUD $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 get PROOF OF DELIVERY from them. Once you have received this and the package still cannot be located, 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, including border restrictions and minimal flight availability, we cannot guarantee that 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 our swimwear. f you change your mind about an item purchased online, you
are entitled to a refund, store credit or exchange within 30 days of your purchase, should it meet the below requirements:

- The item is full priced (items
purchased using a discount code can be returned through the online return portal as usual).
- The Item is in its original packaging, unworn and in its original condition.
- Tags and hygiene strip are attached.

Note that sale items can not be returned, refunded or exchanged.

How do I return an item/items from my order?

Please visit our returns page HERE for our returns policy and instructions on how to initiate a return.
Follow the instructions to organise 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?

Any item marked as FINAL SALE cannot be returned for a refund, exchange or a store credit unless it is deemed faulty.

Can I return online if I purchased from a stockist?

Unfortunately, as much as we'd like to further assist you, we would not be able to since this was not directly purchased from our online store. If you could please contact your store of purchase regarding your item, they will assist you with compensation based on their store policy.

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 to process your store credit or refund.
Banks and payment services i.e., PayPal and Afterpay, may take up to an extra 2-10 business days to clear funds into your account.

Returns Costs

If you want a refund for your returned items, you will be charged $9.50 for postage.
Returns in exchange for store credit are free of charge!
Original shipping costs will not be refunded.

Do you offer Exchanges

We sure do! Please head to our returns page for instruction on how to start an exchange. Please note that items marked with FINAL SALE cannot be exchanged.

Gift Gards

How do I buy a Gift Card?

Gift Cards can be purchased on our website. Gift cards are valid for 36 months from the date of purchase. Gift Cards are exempt from customs duties and taxes. Gift Card(s)-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.

Gift cards can not be transferred between stores.

Having problems redeeming your gift card?

Please email customer service
info@bond-eye.com.au



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.

Gift cards can not be transferred between stores.

Product Information

I don’t know what size/style I should buy?

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 and follow the measurement instructions to find your perfect fit.
Still not sure? That’s okay – we’re here to help! You can contact our live chat or email us at
info@bond-eye.com.au and our team will assist you in finding your perfect fit.

Can’t find what you are looking for? No worries! Send us a quick email at info@bond-eye.com.au
with your questions and we will assist you further.












FAQ