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FAQ

SHOPPING/ORDERING

 

I'm not sure what size to buy...

If you’re unsure, you can compare your measurements to our sizing chart or speak to our stylists via our Live Chat facility in the bottom right hand corner of your page.

 

An item I want to buy is sold out – will you be restocking it?

All of our stock is limited and we do not restock products once they have sold out. We may receive some items back via returns, which will then be made available online – so keep an eye out!

 

How do I use a discount code or a credit note?

To enter a discount or credit note code, copy and paste the code into ‘COUPON/VOUCHER CODE’ box during checkout and hit 'APPLY'. Provided that your order complies with the terms of the offer, the discount will then be taken off your order total. The conditions of the code will show once the code has been applied, including any return information for the offer.

If you have an existing credit note, it will be available in your BNKR account and displayed as a payment option during checkout.

A discount code can be used in conjunction with a credit note. If you are using a credit note code, just copy and paste the discount code into the box, hit 'APPLY', and then enter the credit note code.

 

Why isn’t my discount code working?

There are a number of reasons why your code might not be working. Check that:

    • You’re logged into your customer account.
    • The items in your cart meet the requirements for the promotion (i.e. they are full priced items; they total more than $100).
    • The code has not expired.

If you’re still having trouble, contact our Customer Care team at [email protected] and we can sort your problems ASAP.

 

Can I use more than one promotional code on my order?

Only one of our discount codes can be used per transaction. However, if you have a credit note from a previous order, this can be used in conjunction with a promotional code.

 

I forgot to enter my promotional code! What can I do?

Unfortunately we cannot enter codes manually after an order has been placed. You’ll have to save it for your next order!

 

I’m trying to sign into my account – help!

Although you don’t need an account to make a purchase, you will need to create one if you wish to use a promotional code or track your order. 

Firstly, check that you have previously created a customer account – not just signed up to our newsletter!

If you’re seeing the ‘invalid login or password’ message, make sure your email and password are correct.

If you still can’t sign in, you can request for a password reminder to be sent – just follow the prompts on the page and enter your account email.

If you’re still having trouble, contact our customer care team at [email protected] with screenshots of your issue, and we can sort out your problems ASAP!

 

Can I cancel or change my order?

As our orders are dispatched quickly, we are unable to cancel or change the details in your order once it has been placed.

 

Why haven’t I received a shipping confirmation email?

Please allow 24 hours for shipping confirmation emails to come through, or until the next business day if ordering over a weekend.

Sometimes our emails can wind up in junk or spam folders. Try checking there first and adding us as a contact to avoid this!

You can also check that your order has gone through by logging in and viewing the ‘My Account’ section.

 


 DELIVERY

 

Do you offer express shipping?

All of our items are shipped via express post for your convenience! Your BNKR order will be dispatched same day if ordered before 2pm AEST on a business day. Otherwise, it will be dispatched within 24 hours of being placed, unless placed over a weekend or on a public holiday - if this is the case, it will be dispatched on the next business day.

 

How long will my delivery take to arrive?

Estimated time of delivery for Australian metro areas is 1-4 business days, and 3-6 business days for rural areas. Estimated time of delivery for New Zealand is 3-10 business days. If you need further information, please contact BNKR Customer Care at [email protected]

 

How do I track my order?

Once your order has been dispatched, you will receive a confirmation email containing a link that you can use to track the progress of your delivery. We will also send you email updates along the way, so you know exactly when to expect it.

 

If I’m not at home to receive my delivery, where will it be left?

Orders require a signature upon delivery. In the event that no one is present to sign for the parcel, your order will either be left in a safe place or taken to a post office depending on the shipping option you have selected at checkout.

 

What are the different shipping options?

At checkout, you will be asked to choose whether you would prefer your order to be left at your address or taken to the nearest post office in the event that you aren't available to sign for the delivery. Your shipping costs will depend on the value of your order (after you've applied any promotional codes) and your selection at checkout. 

For orders of $200 or more:

  • Free express shipping with Authority To Leave if no one is present to sign for the delivery
  • Free express shipping with a Post Office Drop if no one is present to sign for the delivery

For orders above $79 but less than $200:

  • Free express shipping with Authority To Leave if no one is present to sign for the delivery
  • $5 express shipping with a Post Office Drop if no one is present to sign for the delivery

For orders less than $79:

  • $10 express shipping with Authority To Leave if no one is present to sign for the delivery
  • $14 express shipping with a Post Office Drop if no one is present to sign for the delivery

If you choose to issue the courier with Authority To Leave so that the order may be delivered without a signature, BNKR is not liable for any parcels that are lost or stolen upon delivery. Shipping charges are non-refundable and we are unable to change your shipping method once you have placed your order.

Please note that orders shipped to NZ do not have an Authority To Leave option, so all orders will require a signature on delivery.

 


 RETURNS

 

What is your returns policy?

Your item(s) can be returned within 14 days of receipt, provided they meet our return conditions (you can find them here). Just complete a copy of our returns form and send your item(s) back to us at one of the below addresses:

 

BNKR RETURNS

233 NORTH TERRACE

ADELAIDE SA 5000

AUSTRALIA

 

BNKR RETURNS

860 S. LOS ANGELES ST. SUITE # 315

LOS ANGELES, CA 90014

 

BNKR RETURNS

TIGERS GLOBAL LOGISTICS

UNIT 1, FENTON WAY, JUNIPER PARK, BASILDON, ESSEX SS15 6TD

 

Please be aware that products purchased on sale can only be returned for store credit, unless they are incorrect or faulty. Items purchased using store credit can only be returned for store credit, including full-priced items. Purchases made with some discount codes can be returned for store credit only; when you input the code at checkout you'll be able to see the conditions for that code. 

 

Can I exchange my item if it doesn’t fit or doesn’t suit me?

We can exchange your item for store credit, which you can use to purchase a more suitable size or style.

 

Can I return my item(s) for a refund?

Yes, full-priced items can be returned for a refund provided that they are in their original condition and meet all our return requirements (you can find them here). If a full-priced item has a promotional code applied to it, it can still be returned for a refund unless the conditions of the promotional code specify store credit returns only. When you input the code at checkout you'll be able to see the conditions for that code, including any return information for the offer. Items with reduced sale prices can only be returned for store credit.

 

I’ve lost my return form! Can I get a new one?

No stress! You can download and print a new form here.

 

Do you pay for my return shipping?

All return shipping is the responsibility of the customer.

 

How long will it take for my return to be processed?

We try to get through all returns ASAP, but once your return is received at our office, it may take 5-7 business days to process.

 

How do I know if you have received my return?

Once a return has been received at our office, we will send you an email confirming that it has arrived. Once received, it can take 5-7 business days to process. When sending back your return we recommend you get a tracking number, just in case it needs to be tracked down.

 

Can I return my Afterpay order?

Yes, Afterpay orders are subject to the above BNKR returns policy. For sale items or items purchased under promotions that specify no refunds or exchanges, Afterpay purchases can be returned for store credit only. In these instances, BNKR will issue a store credit upon receipt of your return and you will still be required to fulfil your payments via Afterpay.

 

What do I do if I think an item is faulty?

If you believe your item is faulty, please contact BNKR Customer Care at [email protected] prior to sending it back.

We cannot accept liability for an item until it is returned and has been confirmed as faulty by our garment technicians.

 

What defines faulty?

    • Manufacturing faults.
    • Goods that have been wrongly described.
    • Goods that are different to the goods that you ordered.
    • Goods that do not do what they are supposed to do.
    • Goods that have defects that were not obvious or that we did not bring to your attention.

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