FAQ
Shipping & Delivery
Do you dispatch orders the same day?
Orders placed by 12pm AEST on business days are usually dispatched the same day from our Brisbane warehouse. Orders placed after that are shipped the next business day.
During peak periods (like sales, restocks or holiday seasons, Black Friday), dispatch can take up to 5-7 business days. We will remove mention of same-day despatch on product pages if this is the case. Note: to speed up availability of some products, we have our international warehouse sending some items (this means we don't have to wait an extra 5 weeks for products to arrive in Brisbane) - all items will have this stated at checkout. Despatch is often same day and delivery is similar timeframes to Australia Post, up to approx. 7 days.
What are your shipping options and costs?
Please view full shipping details here.
Do you ship on weekends or public holidays?
Orders are processed on weekdays only from our Brisbane warehouse. Our international partner will despatch on Saturdays or next available business day. Deliveries may occur on weekends if offered by your local postal service (typically during high-traffic periods like Christmas).
Do you offer international shipping?
Yes—we ship worldwide. International orders may be subject to import duties or taxes, which are the buyer’s responsibility. Please check your local import guidelines before ordering.
Do I have to pay import taxes or duties?
International orders may incur customs duties or taxes. These fees vary by country and are not included in your Bon Maxie order total. If charges apply, your local carrier will contact you directly.
What if I’m not home for delivery?
All orders are sent using Australia Post’s signature-on-delivery service for added security. If you’re not home, parcel will be taken to your local post office and you’ll be notified via a card or SMS. We highly recommend getting your item delivered to a FREE local parcel locker for 24/7 pickup, you can sign up for a location on the Australia Post website.
Can I pick up my order in person?
We use a third party logistics warehouse in Brisbane, QLD and is unfortunately not open to the public.
Can I combine multiple orders?
We’re unable to combine or split orders once they’ve been placed. Each order is picked, packed and shipped individually through our third-party warehouse.
What postal service do you use?
We ship all orders via Australia Post and Team Global Express. International orders may be sent with an alternative courier depending on your location and service availability.
Can I redirect my order after placing it?
Once your order is placed, we can’t change your delivery address. If your parcel is in transit, you can request a redirection directly through Australia Post however any address changes or Safe Drop allocations are the responsibility of the customer.
Orders & Payments
What payment methods do you accept?
We accept Visa, Mastercard, PayPal, PayPal Pay in 4, Apple Pay, Google Pay, Shopify Pay, Afterpay and Zip.
Do you offer discount codes?
Subscribe to access early entry to sales, exclusive offers, subscriber-only promos and secret gifts.
Can I change or cancel my order?
Orders are sent to our warehouse for processing as soon as they’re placed, so we can’t change or cancel them. Please double-check your cart and details before completing your order, we may have order detail editing enabled for you to check your email and delivery address for a short time allocation after checkout.
Returns & Exchanges
What is your return policy?
A: We accept returns on full-priced items, lodged within 7 days of delivery, provided they are unused, in original condition, and with all tags attached. To initiate a return, please visit our Returns Portal.
Are sale or promotional items eligible for return?
Items purchased during a sale, promotion, or from our sale section are final sale and not eligible for return, unless deemed faulty as per Australian Consumer Law.
How do bundle returns work?
If you purchased items as part of a bundle and wish to return part of the bundle, the refund or store credit will be adjusted. The retained items will revert to their full price, and the refund will reflect the difference.
What if I received a free gift with my purchase?
A: If your return brings your order below the qualifying amount for the free gift, the gift must also be returned. If not returned, the full RRP of the gift will be deducted from your refund or store credit.
Who covers return shipping costs?
A: Return shipping costs are the responsibility of the customer, labels can be purchased through our return label for the standard postal fee.
What happens if I return part of a bundle or promotional order?
If you return part of a bundle, any remaining items will revert to full RRP and your refund or store credit will be adjusted accordingly.
If your order included a free gift (e.g. welcome offer), this must also be returned. If it’s not included, we’ll deduct the gift’s full RRP from your return.
Can I exchange an item?
We don’t offer direct exchanges as we can't hold or guarantee colours will be in stock when items are returned. If you’d like another item, please place a new order and return your original item through the Returns Portal.
Colours & Measurements
Are your colours accurate on your website?
Our images are taken using true-to-life colour correction of all items or natural lighting. However, as screen brightness, screen covers, ambient lighting and night or blue-light settings on devices will affect what you see, and we are not able to guarantee is a perfect depiction of the item. We are happy to provide photos and videos via our customer service portal, however we also take multiple images to show colours in various lights to show how slight changes can affect tone. Please note that our coated canvas items do have a sheen and may appear lighter on various angles and in different lights. All images taken are checked and not altered in tone, so are as accurate as possible.
Are your measurements accurate on your website?
We provide measurements to all products based on empty (not stuffed) items and material templates. Please note that with manufacturing and stitching, there may be a 5-10mm variation in these measurements.
Faults & Warranty
Do your products come with a warranty?
Yes—all Bon Maxie products are covered by a 12-month warranty for manufacturing faults such as broken hardware, faulty stitching or zip failures.
What is not considered a fault?
Normal wear and tear, scuffs, marks, water damage, overloading, and natural leather or material variations (natural canvas or leather grain variations) are not considered manufacturing faults.
How do I submit a warranty claim?
Please submit your claim via the Returns Portal with your order number within 12 months of purchase with clear photos of the issue and description. We will submit your claim to our manufacturer and will proceed as per our warranty policy.
Parcel Protection
What does Parcel Protection mean?
This optional add-on gives you coverage if your parcel is lost, stolen or damaged in transit. Only available to Australian customers.
Product Info & Sustainability
Where are your products made?
All Bon Maxie products are designed in Brisbane then made in small batches by ethical, audited manufacturers in China and India. We have been working closely with our 2 main manufacturers for 5 and 9 years and have developed trusted relationships with them. Our success is our manufacturers' success as well, and we all hold quality, detail and integrity at the forefront to sustain the brand's reputation and longevity.
What is Leather Working Group leather?
The leather used in our bags and wallets is full-grain and sourced from LWG-certified tanneries, chosen for responsible, low-impact processing. It is an international group that maintains regular audits and assessments to ensure these important practices are maintained.
Are Bon Maxie products sustainable and ethical?
Yes. We prioritise thoughtful, long-lasting design using quality materials. Our suppliers are Sedex- or BSCI-audited and we regularly review our production methods for environmental impact and ethical compliance.
How do I care for my leather items?
Clean using a leather-safe cleaner. Protect with a waterproof spray. Condition with leather cream to maintain softness. Avoid high humidity and direct sunlight for long periods.
General Info
Where is Bon Maxie based?
We’re based in Brisbane, Queensland, Australia with our team in Brisbane and around Australia.
How long have you been in business?
Bon Maxie began in 2015 with a single earring holder and has grown into a full collection of clever accessories loved by customers across Australia and around the world.
Do you offer gift wrapping or handwritten cards?
As we ship via a third-party warehouse, we’re unable to offer personalised gift wrapping or notes. But don’t worry—your order will arrive beautifully packaged and ready to gift.
Do you offer gift cards?
Yes—Bon Maxie digital gift cards are available and valid for 3 years.
Do you offer wholesale?
We’re not currently accepting new wholesale partners, but feel free to email us if you’d like to be considered for future opportunities.