Email and Returns Notice: Our team is facing a higher volume at the moment. Please allow us a maximum of 5 additional working days to respond. We're doing all we can to reduce this!

Frequently Asked Questions

SHOPPING

Yes, you'll need to register for a Love, Bonito account to place an order. Registration takes just a few steps, click here to get started!

Select your preferred colour, size and quantity, and click ‘ADD TO CART’.

You may continue browsing, or, if you would like to complete your order, go into your shopping cart (top right corner) to check out.

NOTE: To enhance your shopping experience, we have removed the cart reservation timer until further notice.

We are sorry you weren’t able to get hold of your desired item! If you wish to be notified on its availability, leave your email address under ‘NOTIFY ME WHEN AVAILABLE’.

We're sorry for sending you a defective item!

Please email us at [email protected] with your order number, name of the affected item, and a photograph of the defect. Our pixies will be in touch on the next steps to take once we assess the condition.

Defective cases should be highlighted to us within 14 days of receiving your order. Postage will be reimbursed for all items deemed defective. Items returned must be unworn, unwashed, unaltered, and with their tags intact. A replacement will be provided for your defective item. However, if a replacement is no longer in stock, an online credit voucher will be provided.

PAYMENT

We accept Visa, Mastercard and PayPal.

To ensure your order is smoothly processed and promptly delivered, we are unable to amend or cancel any orders after confirmation.

Orders with "Awaiting WireCard/ PayPal Payment" statuses will be automatically cancelled after an hour. Following this, any codes applied in the order will be automatically reinstated as well. You may wish to place a new order at your earliest convenience!

Should you face further difficulties placing an order, please email us with your order number at [email protected]. We will get in touch with you as soon as we can during office hours.

SHIPPING

Upon placing the order and 1-2 business days needed for processing, your parcel will be dispatched to our courier partners (either Ninjavan or Courex).

*Orders made after 2pm will be processed the next business day.

    

Our courier partners will deliver within the following time frames:

Express Courier: 1 business day upon dispatch. S$3.50 per order.

Standard Courier: Within 3 business days upon dispatch. Free for local orders!

Ninja Collect: Within 3 business days upon dispatch. Free for local orders!

Ninja Collect is a self-service delivery method, allowing customers to collect their parcels from either Ninja Boxes or Ninja Points. There are several locations for Ninja Collect and they can be found all over Singapore. The full list of locations can be found here.

Upon selection of Ninja Collect, a verification code and more details on parcel collection will be sent via email and SMS after your parcel has been dispatched to Ninja Van and is ready for collection.

Do ensure that you can collect your parcel within 48 hours from arrival at the Ninja Box or Ninja Point as uncollected parcels will be returned to Love, Bonito and re-delivery will be chargeable.

For more information on Ninja Collect, you may refer to the link here

International Courier: Refer to the international shipping chart.

    

Please note that during peak seasons, deliveries may be delayed 1-2 business days.

Yes, we do! International shipping is managed by Aramex.

There are certain exclusions to the list, please email us at [email protected] if in doubt!

Local parcels - Delivery status trackable on either NinjaVan's or Courex's websites.

International parcels - Delivery status trackable on Aramex's website. Select 'By Reference' then ‘Shipper Reference’ and key in the tracking number under 'Reference Number', with Singapore as ‘Origin Country’.

       

The tracking number for all parcels dispatched is LBXXXXXXX, where XXXXXXX is your 7-digit order number.

Please allow one business day upon dispatch for your delivery status to be updated on our couriers' respective websites.

Yes, we generally do not deliver to army camps, hotels, and most of the islands in Singapore.

For more information, please email us at [email protected]!

Yes! Simply indicate your interest by selecting the weekend delivery option upon checkout. Weekend deliveries are only available on Saturdays, from 9am to 10pm.

Parcels under Standard and Express Courier will be attempted for delivery up to three times, upon which they will be returned to us should the 3rd delivery attempt be unsuccessful.

For uncollected Ninja Collect parcels, they will be returned to us after one failed collection. 

A re-delivery charge of S$2.00 for Standard Courier and S$3.50 for Express Courier will be applicable for all bounced parcels to be couriered out again.

You may track the status of your parcel on Ninjavan or Courex, and for international parcels on Aramex.

If you are unable to do so, please email us at [email protected] with your order number and we will be glad to assist you!

RETURNS

Yes, you can!

For online purchases: You can always return your item(s) to us, as long as they reach us within 14 calendar days of the delivery date for local Singapore orders, or 28 calendar days of the delivery date for international orders. We accept returns for items that are unworn and unwashed, so long as their tags are unaltered and intact. Sale items, intimates, swimwear, accessories, and bags cannot be returned.

You will be refunded with a 90-day online credit voucher equivalent to the purchase price of the returned item(s). Delivery fees, if any, will not be refunded.


For in store purchases (in Singapore & Malaysia): Purchases made in Love, Bonito stores cannot be returned. However, you can easily exchange your item(s) at our stores. Kindly refer to the 'Exchanges' section for more information.

Returns are only applicable for online purchases.

Drop it off at one of our stores (in Singapore & Malaysia): It's free!
1. Pack your item(s) and a completed Returns Form together in a parcel. You can download a copy of the form here.
2. Drop your parcel off at the cashier at our stores within 14 calendar days of the delivery date.

Singapore:
[email protected]
313 Orchard Road
#B1-24/29
Singapore 238895

Malaysia:
Mid Valley Megamall
Lot No. F-072A & F-072B (First Floor),
Lingkaran Syed Putra, 59200
Kuala Lumpur, Malaysia
Paradigm Mall
Lot UG-05, Upper Ground Floor
Plaza Tol Jalan Damansara, SS7, 60000
Petaling Jaya, Selangor, Malaysia

Mail it back to us:
1. Pack the item(s) and a completed Returns Form together in a parcel. You can download a copy of the form here.
2. Send your parcel using a traceable* mode of delivery to:
21 Tai Seng Drive, #03-00, Singapore 535223
3. Your return will be processed within 14 working days from the day we receive your parcel.
*We strongly encourage that your return is sent to us via traceable modes as we will not be responsible for any lost mail sent through non-traceable mailing options.

Returns will be processed within 14 business days (not inclusive of weekends and Singapore public holidays) from the date we receive your parcel.

You will receive an email update once your return has been processed.

Cash refunds are not provided for returns. An online credit voucher equivalent to the purchase price of the item(s) returned will be issued in your account.

   

To allow for your easy usage, newly issued credit vouchers from 23 October 2017 will be issued per item instead of per order!

An order with Item A and Item B returned will be issued two voucher codes equivalent to A's and B's price respectively instead of one voucher code of A's and B's summed price.

You should be able to find a returns from in your order, but don't worry if you can't locate it - you can easily print a new copy right here.

Fees will not be charged for returns. All you have to do is cover the postage to send the item back to us and we'll take care of everything else!

As our team in HQ is hard at work processing all orders and return parcels promptly (while also continuously designing the best products and content for you!), we are currently unable to attend to walk-ins. However, you can choose to drop your parcel off at our store should you be located in Singapore or Malaysia.

Return in stores (in Singapore & Malaysia): It's free!
1. Pack your item(s) and a completed Returns Form together in a parcel. You can download a copy of the form here.
2. Drop your parcel off at the cashier at our stores

Kindly refer
HERE for more information.

CREDIT VOUCHERS

While in your shopping cart, enter the online credit voucher code in 'Voucher' field and click ‘APPLY’. The total payable amount will be updated once the online credit voucher has been successfully applied.

Yes! Orders made with online credit vouchers are valid to be returned. However, this excludes orders made with promotional/ discounts codes (unless stated otherwise), sale items, intimates, swimwear, accessories, and bags.

Online credit vouchers are strictly non-refundable, non-extensible and non-transferable.

Current credit vouchers will be applicable for partial use. Any unused value will be returned in the form of another credit voucher immediately under 'My Vouchers' in your Love, Bonito account.

   

With effect from 23 October 2017, all credit vouchers will have to be utilized in a single order. For any applied but unused online credit amount, they will not be reinstated or refunded.

For example, a credit voucher with value of $50 being applied on an order of $35 will be deemed as fully redeemed and the remaining $15 will be forfeited.

Fret not! Check if:

- the voucher has expired;

- the voucher has been used in an order;

- you are logged in to the account which the voucher was issued to.

    

Still having trouble? Send us a screenshot of the error message to [email protected] and we will run a check for you!

GIFT CARDS

They are available in denominations of S$20, S$50, and S$100.

Each Gift Card is valid for 12 months from the date of purchase. Gift Cards are non-refundable and non-extensible. Gift Cards are to be redeemed within a single transaction only.

STILL CAN'T FIND WHAT YOU'RE LOOKING FOR?

You can always reach us at [email protected] and we'll do our best to get back to you as soon as possible.

Do ensure to include all relevant details like order information, photos or anything else that will allow us help you better.

Our Customer Care team works on all weekdays (10am - 6.30pm SGT), excluding Singapore public holidays.