FAQs
Quick answers on shipping, returns, warranty and more. Can't find yours? We're one email away.
Shipping + delivery
When will my order ship?
When will my order ship?
Australia + New Zealand: orders ship from our Sydney warehouse within 24 hours on business days (not weekends or public holidays).
USA + rest of the world: orders ship from our international warehouse, usually within 24 hours.
During sales and busy periods (like Black Friday), dispatch can take up to 5–7 business days.
Express Post speeds up delivery once your order has shipped. It doesn't move your order up the dispatch queue.
How much is shipping?
How much is shipping?
Australia: free over $150, otherwise $10.
New Zealand: free over $225 NZD, otherwise $19 NZD.
USA: free over $150 USD, otherwise $11.95 USD, tracked.
Everywhere else: calculated at checkout. If no shipping option shows, email us and we'll sort it out.
Will I pay import duties or taxes?
Will I pay import duties or taxes?
USA: no extra duties or taxes.
New Zealand: usually none on orders under $1,000 NZD.
Everywhere else: duties or taxes may apply and aren't included in your order total. If they do, your local carrier will contact you to pay before delivery.
Do you ship on weekends or public holidays?
Do you ship on weekends or public holidays?
Our Sydney warehouse ships on weekdays only. Our international warehouse also ships on Saturdays. Carriers may deliver on weekends in busy periods like Christmas.
What if I'm not home for delivery?
What if I'm not home for delivery?
If you miss a delivery, Australia Post will take your parcel to your local post office and let you know by card or SMS.
Tip: send it to a free Australia Post Parcel Locker or your workplace and collect it whenever suits.
Which carriers do you use?
Which carriers do you use?
Australia Post and Team Global Express in Australia. International orders may use another courier, depending on where you are.
What is Transit Cover?
What is Transit Cover?
An optional add-on at checkout. If your parcel is lost, stolen or damaged in transit, we can replace it quickly once the carrier confirms, without waiting weeks for their investigation. Available for Australian orders.
Can I pick up my order?
Can I pick up my order?
Sorry, no. Our warehouse is run by a third-party logistics partner and isn't open to the public.
Orders + payments
Can I change or cancel my order?
Can I change or cancel my order?
Orders go to our warehouse as soon as they're placed, so we can't cancel, combine or split them.
You'll have 30 minutes after checkout to edit your shipping address or email. After that, you can ask Australia Post to redirect a parcel in transit (at your cost).
What payment methods do you accept?
What payment methods do you accept?
Visa, Mastercard, PayPal, PayPal Pay in 4, Apple Pay, Google Pay, Shop Pay, Afterpay and Zip.
How do pre-orders work?
How do pre-orders work?
Pre-order items usually ship 2–4 weeks after you order, depending on when stock lands. Anything ordered with a pre-order ships together once everything's in. Want the rest sooner? Place a separate order.
Pre-orders can't be changed or cancelled.
Do you offer discount codes?
Do you offer discount codes?
Join our email list for early access to sales, subscriber-only offers and gifts.
Do you sell gift cards?
Do you sell gift cards?
Yes. Digital gift cards are emailed instantly and are valid for 3 years. Gift cards don't count towards free shipping.
Returns + exchanges
What's your returns policy?
What's your returns policy?
We accept returns on full-priced items within 14 days of delivery. Items must be unused, in original condition, with all tags, dust bags and packaging.
Lodge your return through our Returns Portal. You can choose:
- Store credit: buy a return label in the portal
- Refund to your original payment: $10 restocking fee, plus the return label
Return labels are available for Australia, NZ, the USA and Canada. From other countries, please arrange your own postage. Original shipping isn't refundable.
Can I return sale items?
Can I return sale items?
Items discounted more than 20% are final sale. We can't return, exchange or refund them unless they're faulty.
Can I exchange an item?
Can I exchange an item?
Yes, with instant exchanges in the Returns Portal. Your new item ships straight away. We place a hold on your card, and you have 10 days to send back the original (unused). If it doesn't come back, the hold is charged.
Are any items non-returnable?
Are any items non-returnable?
For hygiene reasons, these can only be returned if faulty: toiletry bags, glasses cases, jewellery cases, earring holders and product care items.
What if I return part of a bundle?
What if I return part of a bundle?
The bundle price no longer applies. The items you keep go back to full price, and your refund or store credit is adjusted.
What if my order came with a free gift?
What if my order came with a free gift?
If your return takes your order below the amount needed for the gift, please return the gift too. Otherwise, we'll deduct its full RRP from your refund or store credit.
Faults + warranty
What if my item arrives faulty?
What if my item arrives faulty?
Email support@bonmaxie.com.au within 48 hours of delivery with your order number and clear photos.
What if something goes wrong later?
What if something goes wrong later?
Every Bon Maxie product has a 12-month warranty against manufacturing faults, like broken hardware, faulty stitching or a zip that fails.
Email support@bonmaxie.com.au with your order number, photos and a short description. We'll send it to our manufacturer for review, and if it's a manufacturing fault, we'll replace it.
What isn't covered?
What isn't covered?
Normal wear and tear, scuffs, scratches and marks, water damage, overloading, and natural variations in leather grain, colour or size (up to 5–10mm).
What if I received the wrong item?
What if I received the wrong item?
Email us your order number and a photo. To get a replacement, please keep the item unused and in its original packaging.
Products + care
Are the colours on your website accurate?
Are the colours on your website accurate?
We colour-check every image and never alter tones, and we shoot in both studio and natural light. Your screen, lighting and night-mode settings can still change how a colour looks. Coated canvas has a slight sheen, so it can look lighter at some angles.
Want to see a colour in real life? Ask us for extra photos or video.
Are your measurements accurate?
Are your measurements accurate?
We measure every product empty, from its material template. Stitching can add or take away 5–10mm.
How do I care for leather?
How do I care for leather?
Clean with a leather-safe cleaner, protect with a waterproof spray, and condition with leather cream to keep it soft. Keep it out of high humidity and long periods of direct sun.
Where are your products made?
Where are your products made?
Everything is designed in Brisbane and made in small batches by audited, ethical manufacturers in China and India. We've worked with our two main manufacturers for years. They hold quality, detail and integrity as high as we do.
What is Leather Working Group leather?
What is Leather Working Group leather?
Our bags and wallets use full-grain leather from tanneries certified by the Leather Working Group (LWG). LWG regularly audits tanneries for responsible, lower-impact processing.
Are your products sustainable and ethical?
Are your products sustainable and ethical?
We design for long use with quality materials. Our suppliers are Sedex- or BSCI-audited, and we regularly review our production for environmental and ethical standards.
About Bon Maxie
Where is Bon Maxie based?
Where is Bon Maxie based?
Our HQ is in Brisbane, with team members around Australia. Orders ship from our Sydney warehouse and our international warehouse.
How long have you been around?
How long have you been around?
Since 2015. Bon Maxie started with a single earring holder and grew into a full range of bags, wallets, travel and jewellery accessories, loved across Australia and around the world.
Do you offer gift wrapping or handwritten cards?
Do you offer gift wrapping or handwritten cards?
Our orders ship from a third-party warehouse, so we can't add personal wrapping or notes. Every order arrives beautifully packaged and ready to give.
Do you offer wholesale?
Do you offer wholesale?
We're not taking on new wholesale partners right now. Email us if you'd like to be considered in future.
Still have a question?
Email us and the team will get back to you.