Refund policy
You have 14 days from delivery to return or exchange a piece. Your straps are guaranteed for 12 months.
Online orders: 14 days from delivery
Wherever you are, your 14 days start on the day your parcel is delivered, as shown by the tracking. To be accepted, a piece must be:
- unworn and unwashed, with its tags attached
- swimwear: tried on over underwear, with the hygiene liner in place
- straps: in their original pouch
Choose a refund to your original payment method, or store credit.
What can't be returned
- Swimwear without its hygiene liner, or worn in the water
- Straps made for you at the atelier. They are covered by the warranty below
- Gift cards
Pieces bought on sale can be exchanged for store credit only.
Return shipping
Who pays depends on why the piece comes back.
| You changed your mind | A defect, or our mistake | |
|---|---|---|
| Bali | Free at the boutique. By courier, at your cost | Free. We collect it |
| Indonesia | At your cost, to our Denpasar office | Free. We book the courier |
| Worldwide | At your cost, by a tracked service | Free. We send a prepaid label |
Our mistake means a wrong piece, size or colour, or a fault on arrival. Send us photos first: when the fault is clear, you may not need to send the piece back.
For a return from abroad, we send you the address and a customs note to put on the parcel, so it can enter Indonesia without duties.
Exchanges
- For the same piece in another size or colour, subject to availability
- One exchange per piece
- We ship the new piece free as soon as your return reaches us and passes our check. At the boutique, we exchange it on the spot
- Sending back the first piece follows the return shipping table above
- For a different piece, return yours for a refund or store credit, then place a new order
- If your size is no longer available, we refund you or give you store credit
Refunds
We refund you within 7 to 10 business days of receiving and checking your return, to your original payment method. Your bank may take a few more days. We never deduct the shipping or duties we paid on your order.
Bought at the boutique
Exchange or store credit within 7 days, with your receipt, on the same conditions. Straps made for you at the atelier are final.
Strap warranty: 12 months
Every Bonjour Bali strap set of 2 is guaranteed for 12 months from the date of purchase, online or at the boutique, ready-made or made for you at the atelier. Our straps are made to swim, so the sea and the pool are normal use.
Covered: a defect
- The cord breaks
- The clasp no longer closes, or breaks
- A stone, pearl or bead comes loose
- A knot or crimp opens
Normal wear, not covered
- Stones, pearls and shell softening in shine or colour with sun, salt and chlorine
- Light marks on the clasp
- A cord that relaxes slightly over months of wear
An accident or misuse, not covered
- A strap pulled, caught, crushed or cut
- A stone chipped by a knock or a fall
- Bleach, cleaning products or jewellery cleaner
- A clasp forced onto a ring wider than 12 mm
- A repair or change made by someone else
- Loss or theft
What we do
We repair first: our team restrings your strap at the atelier. If it can't be repaired, we replace it with the same strap. If a stone is no longer available, we choose the closest one with you. The warranty gives you a repair or a replacement, not a refund. A repaired or replaced strap keeps the months left on its warranty.
How to claim
Write to hello@bonjourbali.co or WhatsApp +62 823 1408 7737 with your order number or boutique receipt, and two photos: the whole strap and a close-up. We reply within 2 business days.
- In Bali. Bring your strap to the atelier, inside our boutique. We usually repair it the same day.
- In Indonesia. Once we confirm the defect, we book the courier both ways to our office: Jl. Cargo Taman IV No.30, Ubung Kaja, Denpasar, Bali 80116.
- Worldwide. When the defect is clear on the photos, you keep the old strap. We send you a new one, tracked, at our cost. It leaves Bali within 10 business days. Coming back to Bali? You can have it repaired at the atelier instead.
After 12 months
We still restring straps at the atelier. We give you a price before we start.