Frequently Asked Questions (FAQ'S)

RETURNS

• DO YOU OFFER EXCHANGES?

We do not offer exchanges at this time.

• WHAT IF I RECEIVED A FAULTY ITEM / THE INCORRECT SIZE?

If you wish to return a faulty item or have received the incorrect item/size, please contact at customercare@bn8onlinestore.com.au immediately with your order number and await a response for further action.

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us at customercare@bn8onlinestore.com.au.

• HOW DO I RETURN AN ITEM?

 To return your item, please contact us via email customercare@bn8onlinestore.com.au as soon as possible. We will advise you on how to return it for a refund or gift voucher.

 Any return of Products to us by you will be governed in accordance with our Returns Policy. However we offer a refund for items that are full price and contacted us via email within 14 days after you have received your order.

• HOW WILL I KNOW YOU RECEIVED MY RETURN REQUEST?

We will email you, please be sure to check your junk/spam inbox for Hotmail and Live email addresses.

• HOW LONG WILL MY REFUND/GIFT VOUCHER TAKE?

AUSTRALIAN ORDERS: Please allow up to 2 weeks from the day you post your return for your account to be refunded (Refunds processed through PayPal can take a further few days to completely transfer). 

INTERNATIONAL ORDERS: Please allow up to 4 weeks from the day you post your return for your account to be refunded (Refunds processed through PayPal can take a few days to completely transfer). 

Your refund will be issued to your original payment method or if you selected gift voucher, we will send this to you via email. 

Please note: we cannot provide refunds for orders placed with gift vouchers.

• WEAR AND TEAR                   

If you damage a garment after wearing it e.g a button falls off or the zip breaks because of ‘wear and tear‘ we cannot accept these garments back for a return or exchange.

• OWNERSHIP AND RISK

Ownership of and risk of damage in the goods passes to you upon delivery at your specified delivery address.

DELIVERY

• HOW LONG IS DELIVERY?

We tried to deliver your product to your hand as soon as possible, within 10 to 15 days for most of our orders. But sometime the delivery might take an extra few days due unforeseen circumstance. Please check our Shipping and Delivery Information page for more information   

• WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?

We want to ensure your parcel will arrive in great condition and securely. so if you are not at home when your package arrives, Australia Post will leave a card which you just need to take to the nominated Australia Post branch to pick up your parcel.

Australia Post are now offering the parcel locker service, where if you're not at home and want to collect your parcel from a more convenient location 24 hours a day, you are able to send your parcel to a parcel locker. There are over 100 parcel locker locations nationally - find your closest location here.

For international orders, if no card is left, you should check with your local post office, as all international deliveries require a signature.

• HOW DO I TRACK MY ORDER?

For most of our orders, you will receive an email with a tracking number & instruction once your parcel has been shipped. Please check your Spam/Junk folder for your tracking email from us as many customers have found that it is treated as spam. If you are still unable to locate this anywhere you are welcome to contact us by emailing customercare@bn8onlinestore.com.au  to receive your tracking number.

• WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?

If your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Please contact us at customercare@bn8onlinestore.com.au .

PAYMENT

• HOW CAN I PAY FOR MY ONLINE PURCHASES?

Our website has a secure payment system in place via PAYPAL gateway with McAfee SECURE Protection. So you can pay by VISA, MASTERCARD or PAYPAL.

• IT LOOKS LIKE MY CARD WAS CHARGED TWICE. WHY?

 What you may be seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear and you will see one charge for the order you have placed. Please note that your bank may take up to 48 hours to clear the authorization. If you need help speeding up the process you can contact the issuing bank of your credit card.

 Please only click the ‘Place Order’ button once during checkout to avoid duplicate orders being placed. 

•  PURCHASE PRICE

 All prices on our Website or pursuant to your enquiry with us are in Australian Dollars (AUD) and include GST. Costs relating to international orders will be calculated via our integrated currency converter. The actual international currency conversion that you are charged via your bank may vary.

 PROMOTION

• HOW DO I USE A PROMOTIONAL CODE?

Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied!

Please note, only one promotion/discount code is redeemable per order.

ORDER & STOCK

• MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser.

 If you continue to receive error messages, please contact us at: customercare@bn8onlinestore.com.au

•  PRODUCTS MISSING FROM AN ORDER

 If you have placed multiple products in one order, it is normal practice that you will receive them separately. So please wait for approximately another 2 to 3 days to get them. But if Product be still missing, please contact us at customercare@bn8onlinestore.com.au with the order number and the product code or product name of the Product you ordered, and we will make the appropriate investigations.

•  I JUST PLACED MY ORDER.  CAN I ADD ANOTHER ITEM TO IT?

 Unfortunately we cannot add items to an existing order. Please place a new order for the item.

•  WHAT IS A PRE-ORDER?

 A pre order is an order placed on an item, which is not yet available. It generally takes between 2-3 weeks for a pre-order to become available but this can vary according to the item. They will be despatched on the date provided on the website but is subject to change

•  WHY WAS MY ORDER CANCELED?

 BN8 Online Store may cancel your order. Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 hours about the cancellation should this occur. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

 You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience, which may result from such cancellation.

• CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?

Unfortunately, once you've placed your order, it is not possible to amend any details, as our warehouse team will have already started processing your order!

If you are unhappy with your purchase once it arrives, you're welcome to email us and we will then advise you on how to return it for a refund or gift voucher. Please refer to our returns policy for more information.

• DO YOU RESTOCK?

We do occasionally re-stock styles upon popular demand. If your size is unavailable in a particular style, we suggest you to send us an email (customercare@bn8onlinestore.com.au). You will then receive an email notification if we receive extra stock in your size.

• I’M IN LOVE WITH SOMETHING THAT’S OUT OF STOCK IN MY SIZE! WHAT CAN I DO?

 Our items can sell out within hours and we are not always able to restock them.

You can sign up to be notified if an item is restocked on our website. Just by clicking on the pink bar on the top left side of the product page "Email when available" and entering in your email address.
We’ll send you an email if we get more in!

•  WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?

Please feel free to email us at customercare@bn8onlinestore.com.au  or go to our contact page on our site

GARMENT CARE

If you are unsure of a garments care label, always ‘cold hand wash’ to avoid any damage in the garments fabric. For garments that specify dry-clean only, we recommend the use of a specialty dry cleaner. If an item is made from viscose, we recommend avoiding washing. An alternative to this would be to cold hand wash or spot clean if possible. You may need to iron this viscose garment back into shape after washing. If your garment is damaged because it was washed incorrectly we are unable to accept this back as a return.

GOVERNING LAW

 The laws of Victoria, Australia govern these Purchase and Shipping Terms.

 DO YOU HAVE ANY STORE LOCATIONS?

 No, we don’t have any physical location yet. BN8 Online Store is online based general store, which means you can shop with us 24/7 from around the world! 

NEED ANY FURTHER HELP?

BN8 Online Store Team is always working to improve your experience with online shopping; we would love to hear your feedback and ideas from browsing our web store to placing your order & receiving what might be your first.

We are also here to provide you with assistance in all aspects of your shopping experience. So feel free to email us at: customercare@bn8onlinestore.com.au  or head to our contact us page to leave a note.

BN8 Online Store also has dedicated Facebook page where you can share your ideas, thoughts, views, comments & feedback. We take these feedback seriously and try our best to improve our product/services to make you shopping more convenient. We also using this Facebook page as major platform to connect with our customers, advertise our latest offers, discounts & competition (we occasionally run competition). So please make sure to LIKE our page and invite your friends & family to LIKE the page as well.