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Returns Information (for Hong Kong Customers only)

Can I return my order?

For Online Purchases

  • We accept returns that reach us within 45 days from the date of delivery with a valid Order Reference number.
  • Product categories we accept include clothing, bags and shoes (*See exclusions below)
  • Please make sure all items are unworn, unwashed, unaltered and still have their tags intact!
  • After your return's been confirmed, you'll be issued a Store Credit equivalent to the purchase price of each returned item. Delivery fees, if any, won't be refunded.

*We do not accept returns of: Sale items, intimates, swimwear, accessories, lifestyle and gifts. Sale of these product categories are final and cannot be returned, exchanged or refunded.

For Online Purchases

  • We accept returns that reach us within 45 days from the date of delivery with a valid Order Reference number.
  • Product categories we accept include clothing, bags and shoes (*See exclusions below)
  • Please make sure all items are unworn, unwashed, unaltered and still have their tags intact!
  • After your return's been confirmed, you'll be issued a Store Credit equivalent to the purchase price of each returned item. Delivery fees, if any, won't be refunded.

*We do not accept returns of: Sale items, intimates, swimwear, accessories, lifestyle and gifts. Sale of these product categories are final and cannot be returned, exchanged or refunded.

How do I return my order?

We've got a couple of options for you -

1) Return via Rebound at a flat rate of HKD20

  1. Pack your item(s) and a completed Returns Form together in a parcel. You can download a copy of the form here.
  2. Register your return order with Rebound here 
  3. You will receive a QR code to make a return (valid for 14 days)
  4. Drop off your parcel at your selected kiosk using the QR code
  5. You will receive Store Credit within 14 business days

*Please ensure the item/s you are intending to return are registered on Rebound. We might not be able to process return of item/s that are not included in your return registration.

2) Drop it off at our pop-up store (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. Return your order at our store*, within 45 days from the delivery/collection date.
  3. Store Credit will be added into your account within 14 business days from when we receive your parcel.

Our pop up store is located at G/F, 80 Queen’s Road, Central and is open daily from 10AM - 10PM.

**Please ensure that your return order is eligible for returns before returning in-store, as the order will only be checked once it has been transferred to our warehouse. Acceptance of your return at our retail store does not confirm that your order is eligible to be returned for Store Credit.

 

For Online Purchases:

We've got a couple of options for you -

1) Return via Rebound at a flat rate of HKD20

  1. Pack your item(s) and a completed Returns Form together in a parcel. You can download a copy of the form here.
  2. Register your return order with Rebound here 
  3. You will receive a QR code to make a return (valid for 14 days)
  4. Drop off your parcel at your selected kiosk using the QR code
  5. You will receive Store Credit within 14 business days

*Please ensure the item/s you are intending to return are registered on Rebound. We might not be able to process the return of item/s that are not included in your return registration.

2) Drop it off at our pop-up store (free)! - till 23 February 2020

  1. Pack your item(s) and a completed Returns Form together in a parcel. You can download a copy of the form here.
  2. Return your order at our store*, within 45 days from the delivery/collection date.
  3. Store Credit will be added into your account within 14 business days from when we receive your parcel.

**Please ensure that your return order is eligible for returns before returning in-store, as the order will only be checked once it has been transferred to our warehouse. Acceptance of your return at our retail store does not confirm that your order is eligible to be returned for Store Credit.

Our pop up store is located at G/F, 80 Queen’s Road, Central and is operating till 23 February 2020. Do drop off your order by 23 February 2020 for us to process your return!

For Retail Purchases:

See our retail store's exchange and return policy here.

How do I track my returned Rebound parcel?

A ReBOUND tracking number can be found in your ReBOUND confirmation email, once you’ve purchased a return label. You can easily track your return by entering the tracking number on ReBOUND’s tracking page here.

A ReBOUND tracking number can be found in your ReBOUND confirmation email, once you’ve purchased a return label. You can easily track your return by entering the tracking number on ReBOUND’s tracking page here.

My Rebound QR code is not working, what do I do?

All QR codes are only valid for 14 days.
If you need to return your parcel after your QR code has expired, you can register for a new return here.
Do remember to reach out to us at hellohk@lovebonito.com so we can help process a refund for your first transaction!

All QR codes are only valid for 14 days.
If you need to return your parcel after your QR code has expired, you can register for a new return here.
Do remember to reach out to us at hellohk@lovebonito.com so we can help process a refund for your first transaction!

I no longer wish to return my order, can I cancel my Rebound return and request for a refund?

Of course!
Simply drop us a message at hellohk@lovebonito.com to cancel your return. You can expect to receive a refund from Rebound within 7 business days once we have confirmed the cancellation of your return.

Of course!
Simply drop us a message at hellohk@lovebonito.com to cancel your return. You can expect to receive a refund from Rebound within 7 business days once we have confirmed the cancellation of your return.

I can’t register my return via Rebound, what should I do?

Don’t worry, we’re here to help!
Please take a screenshot of the error you’re facing and drop us a message at hellohk@lovebonito.com. Our Customer Care team will be in touch with you very soon!

Don’t worry, we’re here to help!
Please take a screenshot of the error you’re facing and drop us a message at hellohk@lovebonito.com. Our Customer Care team will be in touch with you very soon!

Can I return my purchase from the Hong Kong pop-up store for Store Credit?

All purchases made between January 24, 2020 to February 23, 2020 at Hong Kong Popup Store are eligible for a return for Store Credit, as long as you have a valid purchase receipt and your return reaches us within 30 days from the date of purchase.

  • Product categories we accept include clothing, bags and shoes (*See exclusions below)
  • Please make sure all items are unworn, unwashed, unaltered and still have their tags intact!
  • After your return's been confirmed, you'll be issued an online Store Credit equivalent to the purchase price of each returned item. 

*We do not accept returns for Sale items (excluding items purchased during Big Basket Deal), intimates, swimwear, accessories, lifestyle and gifts. Sale of these product categories are final and cannot be returned, exchanged or refunded. 

Simply follow these steps below if you'd like to make a return for your in-store purchase -
1) Create a Love, Bonito account here if you do not have an existing account with us.
2) Drop us an email at hellohk@lovebonito.com with your account email and snapshot of your purchase receipt. Our Customer Care team will be in touch with you shortly how to proceed with a return for Store Credit. :)

 

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