faq

Our friendly customer care team is available Monday to Friday 9:00 am – 5:00 pm AEST and Friday - Tuesday 4:00am - 1:00pm EST via Live Chat or email us at info@bond-eye.com.au with your enquiry.

Please allow our team 24 hours to get back to you on your email request.

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.

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 are customer care team via Live Chat Monday-Friday 9am-5pm AEST and Friday-Tuesday 4:00am - 1:00pm EST, or email us at info@bond-eye.com.au and we will resend you your order confirmation.

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.au

Remember to include your order number, address and any other relevant information.

Unfortunately, we cannot cancel your your order after it has been placed.

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-eye.com.au as soon as possible with:

-Your order number
-Style number, colour & size
-Two or more photos of the item and swing tag

We try our best to ensure that the stock between our website and our warehouse match, but sometimes these might not mirror each other. If you happen to order a garment that is not currently available, our Customer Service Team will contact you and offer you options to update or refund your order.

Credit / Debit Card: VISA, MASTERCARD, AMEX

Paypal

Afterpay

ShopPay

Apple Pay

Google Pay

We process orders in AUD, NZD and SGD. Please make sure to select your currency to ensure you are shopping in your local currency. If you are located outside of Australia, New Zealand or Singapore the charge through your bank will be converted into your location currency. This will be based on your bank's daily conversion rate and is subject to change.

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 send us an email at info@bond-eye.com.au or contact our customer care team on Live Chat Monday-Friday 9am to 5pm AEST.

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.

You will receive an email with your tracking information from us once we have dispatched your order. You will be able to track your order once it is picked up by our courier.

We use Australia Post for Australian domestic orders & New Zealand. We also use DHL for expedited shipping to NZ and Singapore, and Deliver in Person for our same & next day deliveries.

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

AUSTRALIA:

https://auspost.com.au/mypost/track/#/search

https://app.deliverinperson.com/tracking

NEW ZEALAND + SINGAPORE

https://www.dhl.com/us-en/home/tracking.html

https://auspost.com.au/mypost/track/#/search

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.

Please see our shipping guidelines below:

STANDARD Shipping within Australia: 3-5 days

EXPRESS Shipping within Australia: 1-2 days

SAME DAY Shipping within Sydney Region: Same day if ordered before 11am on weekdays, excluding Public Holidays.

NEXT DAY Shipping within Sydney Region: Next business day if ordered before 10pm, excluding Public Holidays

EXPRESS Shipping within New Zealand: 3-7 days

EXPEDITED Shipping within New Zealand and Singapore: 2-5 days


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.

Yes! We now offer same day and next day delivery for Sydney Region eligible postcodes. For more info please click here.

Unfortunately, as much as we try to cater to changes after checkout, we cannot amend shipping methods after the order has been placed.

If you are an international customer residing outside of the Australia, you will be required to pay the import duties, customs, and taxes on top of your order, based on your country's rules and regulations. This will either be at the point of or after delivery.

Please note that bond-eye Australia does not hold responsibility for payment of these charges, nor do we have any control for any duties, customs, and taxes amount. We are unfortunately unable to advise you what the cost will be as these charges vary between countries.

For further information, we recommend contacting your local customs office.

Yes, we do! Please ensure all the information you entered at the checkout is correct.

bond-eye Australia is not responsible for potential loss or damage to your package when being delivered to a PO Box.

Please email our team at info@bond-eye.com.au or reach out to us via Live Chat with your order number and the correct address for your order as soon as possible so we can amend your order.

Please note, if your order has already been shipped before you notice the error, you will need to contact the courier directly to redirect your shipment. bond-eye Australia is not responsible for the loss of a package once it has left our warehouse facility.

We offer FREE delivery for all orders over $200. We have the below shipping options:

STANDARD Shipping within Australia (3-5 days): $9.95

EXPRESS Shipping within Australia (1-2 days): $14.95

SAME DAY Delivery within Sydney Metro: $18.95

NEXT DAY Deliver within Sydney Metro: $16.95

EXPRESS Shipping within New Zealand (3-7 days): $9.95 NZD

EXPEDITED Shipping within New Zealand (2-5 days): $15.95 NZD

EXPRESS Shipping within Singapore (2-5 days): $15.95 SGD

It is imperative that you contact the courier service directly and use your waybill / tracking number to obtain proof of delivery from them. If you have received this and still cannot locate your package, email our team at info@bond-eye.com.au and we will assist you in finding a solution.

As much as we aim to have your order packed and delivered in the shortest time possible we cannot guarantee your delivery will be made within the timeframe set by our courier companies as there are external factors that can affect delivery after the parcel has left our facility.

If 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 with discount codes totaling less than 25% can be returned)
- The item is in its original packaging, unworn and in its original condition.
- Tags and hygiene strip are attached.

Note that final sale items (items discounted at 25% or more), scrunchies and headbands can not be returned, refunded or exchanged.

If you receive a faulty item, we want to help you in every way we can to rectify this!
It is important that you email our team info@bond-eye.com.au as soon as possible with the below information:

- Order Number
- Style information including the style number, colour and size
- Please attach two or more photos of the faulty garment

Our team will review this request and get back to you within 48 hours with a resolution.

*PLEASE NOTE – As each garment is individually hand-dyed, some colour variation is expected for our products in our crinkle collections, especially our tie-dye and ombre collection pieces. We do our best to ensure the images on our website replicate the same colours as the garments themselves, but each piece is unique, and no two garments will be completely identical.

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.

We do not issue returns , refunds or store credits on items marked as FINAL SALE*

*FINAL SALE are items discounted at 25% or more.

You have 30 days to lodge a return through our portal.

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.

Once we have received your return, please allow up to 4-6 business days for us to process your store credit or refund.

Banks and payment services may take an extra 2-10 business days to clear funds into your account.

Refunds will incur a $15 handling fee, to cover the cost of postage back to our warehouse, which will be deducted from your refund at the time of processing. Returns for store credits and exchanges are free of charge.

Original shipping costs will not be refunded.

We sure do, but only for customers living in Australia and USA. Please head to our returns page for instruction on how to start an exchange. Please note that items marked with FINAL SALE (discounted at 25% or more), scrunchies and headbands cannot be exchanged.

Gift Cards can be purchased through our website. Gift Cards are valid for 36 months from the date of purchase. Gift Cards are exempt from customs duties and taxes. 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 or returned for cash.

Please email us at info@bond-eye.com.au so we can assist you.

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.

Gift cards can only be used online, and cannot be redeemed in-store.

bond-eye swim is all unsized + designed to fit a size XS through to L, with all shapes + sizes in between. Due to the unique stretch of our fabric, most of our bound crinkle bikini tops + one-piece swimsuits can fit an A-DD/E cup. Our ultra-flexible fabric means most of our bound crinkle bikini bottoms can be worn either low, mid or high rise.

For more assistance, chat to us via our live chat in the bottom right corner from Monday-Friday 9am-5pm AEST and Friday-Tuesday 4:00am - 1:00pm EST, or send us an email at info@bond-eye.com.au

Please visit our Fit Guide for more information on each of our individual styles, we have a wide variety of cuts to be suit your preference.