FAQ’s

Bonmarché is committed to delivering excellent service to our customers. If you have a query, please look at our frequently asked questions below.

Simply click on a question below to show the answer.

If you cannot find what you are looking for, please click here to fill in the contact form and our customer service team will be happy to help you.

Store Information

1. Where is my nearest Bonmarche store?

   Please click here to use the store finder on our website.

   
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2. What are the opening times for the stores?

   The majority of our stores have similar opening times, however there are regional variations. To check the exact opening times of your local store, click here to use our store finder. Use the store finder to locate your local store and the opening times are displayed in the store information.

   Please note that these are our normal opening times and they may vary over bank holidays etc. Please call the store directly if you require any further information. Telephone numbers are also displayed on the store finder.

   
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Shopping with Bonmarché

1. Can I order online?

   Yes, if you require any support whilst making the purchase you can call our telephone order line on 0845 2024490 for further assistance

   
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2. Can I place an order by telephone?

   Yes.  Please call our telephone order line on 0845 2024490 our opening hours are 8.00am to 8.00pm (GMT time)       7 days a week .

   Please have your style codes and debit/credit card to hand when telephoning with your order

   
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3. How much is the postage and packaging for my online order?

   Standard delivery is made by Royal Mail 2nd class packet post. The charge made for postage and packaging for this service is £3.95.

   Express Delivery is made by Royal Mail 1st Class post.  The charge made for postage and packaging for this service is £5.95.

   
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4. What is the difference between Express delivery and Standard delivery?

   Express Delivery costs £5.95 and is delivered by Royal Mail 1st Class and will usually be delivered within 2 working days.

   Standard Delivery costs £3.95 and is delieverd by Royal Mail 2nd Class an will usually be delivered within 5 working days.

   
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5. How long does it take to deliver my order if I chose Standard Delivery?

   • Normal delivery is made by Royal Mail 2nd class packet post.
   • We aim to deliver goods to you within 5 to 7 working days of the order being placed.
   • We cannot give an exact delivery date and any delivery date given is merely an indication of the delivery timescale.
   • We may deliver the goods in several consignments but if we do this we will not charge you any extra for delivery.
     

   
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6. Can I order and have my goods delivered to an alternative address?

   Yes, however if this is your first order which exceeds £100 in value, you will not be allowed to use an alternative address to your card billing address.

   Subsequent orders you will be able to do this, providing the delivery address is within the UK. Please refer to the online terms and conditions for full details.

   
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7. What methods of payment does Bonmarche accept online?

   Credit/Debit cards (Visa, Visa Electron, Maestro)

   
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8. Can I order online and have the product delivered abroad?

   Yes, please refer to the drop down menu for countries that we deliver to

   
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9. Can I cancel or amend my order once it has been made?

   No,once an order has been placed it is immediately transmitted electronically to our processing team. This means that it can not be stopped or amended once confirmed. 

   Your items can be refunded once received by following the returns policy as detailed on the back of the delivery note.

   
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10. What do I do if I dont receive a confirmation of my order?

    Please contact online Customer Service 08452 024490 between 8am - 8pm who will investigate.
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11. What do I do if my order has not arrived in the timescales stated?

    Please check with your local Royal Mail delivery office and any neighbours to ensure that the parcel is not with them.

    If it is not and you still haven’t received your order within 10 working days of you placing the order, please contact 08452 024490 for further guidance.

    Your items can be refunded once received by following the returns policy as detailed on the back of the delivery note.

    
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12. What do I do if I have an item missing in my order?

    You must contact customer services either by phone on 0845 2024490 or email shop@bonmarche.co.uk to report the missing item within 48 hours of receiving your parcel.
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13. What do I do if I have an item that is damaged or that I have received the wrong item in my order?

    If the products you receive are damaged or incorrectly supplied on your delivery then you must note the details of any damage or error and inform us either by phone on 0845 2024490 or email shop@bonmarche.co.uk within 48 hours of receiving the parcel.

    Damaged or incorrectly supplied products must be returned to us within 14 days of the error/damage being notified to us. 

     

    
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14. Can I return goods purchased online to my local Bonmarche store?

    Yes, an exchange or refund will be offered if items are returned to store within 14 days of receipt of the goods. They must be in their original condition with all tags attached, together with the delivery note.  Please refer to the terms and conditions, or your delivery note for full details.

    Delivery charges will be refunded ONLY if the full order is returned and the returns policy has been adhered to. 

     

    
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15. Can I purchase or redeem Bonmarche gift vouchers on line?

    Gift vouchers can be purchased on line, however they are only redeemable in stores. 

     

     

    
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16. I have seen an item advertised which I would like to purchase. How can I find out if a store near me has the item in stock?

    You can call our Customer Service department on 01924 700100 where we can try and locate for you,  please have ready when you call the following information: Product code, Size, Colour.  We will check your local store and if available this will be held for you for approx 5 days to enable you to collect.

    Alternatively you can contact your local store direct (refer to the store listing for the telephone number of your local store). 

    Please note that we do not offer a transfer of product service between stores.

     

    
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17. What methods of payment does Bonmarche accept in stores?

    1. Cash
    2. Credit/Debit cards (Visa, Visa Electron, Maestro)
    3. Bonmarche Gift Vouchers
    4. Local Authority Grants
    5. Euros (selected stores only)
    6. Credit notes
    7. Shopping vouchers - High Street 'Love2shop' vouchers (not card), bonusbonds (vouchers and cards), Sodexho, Post Office (vouchers and cards), Compliments cards.

     

     

     

     

    
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Returns Policy

1. Can I return items bought in one store to a different store?

   Yes, you can return any products purchased from one of our stores to any other Bonmarche store providing that the returns policy has been adhered to.

   
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2. What is Bonmarche's returns policy?

   Purchases in Store

   Exchange/refunds are offered if items are returned within 28 days in their original condition, with all tags attached and with proof of purchase.  If a receipt is not available but tags are attached, we may offer a credit note/gift voucher to the current selling price, however this will be reviewed on an individual basis.

   Purchase Online

   Refunds are offered if items are returned to any of our stores or by post to the address detailed on the delivery note within 14 days of receipt of the goods. They must be in their original condition, with all tags attached and with the delivery note.  Please refer to the terms and condition detailed online or your delivery note for full details.

   If you wish to exchange an item purchased on line this can only be actioned in store.  They must be in their original condition, with all tags attached and with the delivery note.  Please refer to the terms and condition detailed online or your delivery note for full details.

   We will not accept any items back without the delivery note (this does not affect your statory rights).

   Delivery charges will be refunded ONLY if the full order is returned and the returns policy has been adhered to. 

   
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3. What is your Lingerie returns policy?

   In store

   A refund or exchange will be offered on all unworn lingerie within 28 days of purchase with all packaging including labels intact and a proof of purchase provided.

   Online

   A refund or exchange will be offered on all unworn lingerie within 14 days of purchase with all packaging including labels intact and your delivery note.

   
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4. What is the jewellery returns policy?

   In the interest of hygiene we regret that we cannot refund or exchange on pierced earrings, all other forms of jewellery can be returned in their original condition with the packaging intact.  This does not affect your statutory rights.

   
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5. Can I receive a refund on a gift voucher?

   Unfortunately you cannot receive a refund on gift vouchers.
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6. What happens if an item becomes faulty that I have purchased online?

   A faulty item can be returned by following the instructions on the back of the delivery note, on receipt we will inspect the returned item and if a fault has been confirmed a refund will be actioned. Please ensure your delivery note is enclosed. Or alternatively you can return the item to a store with your delivery note for inspection and if fault is confirmed a refund will be processed, providing that the delivery note is available.

    

   
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Bonus club

1. What is Bonus Club and what benefits do I receive?

   Bonus Club is a loyality scheme which offers our customers fantastic exclusive offers and discounts, either via mailings or in store events.  Bonus Club is not a points / saving or credit card.

   Other benefits include regular Bonus Day events and our Spend and Save Scheme.

   
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2. How do I become a Bonus club member?

   Simply complete a application form either in store on online.  If online please click  here, and follow the instructions on screen, your card will be sent to you by post.

   
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3. How do I change my name and/or contact details on my Bonus Card?

   To change any personal details please contact our Bonus Club helpline on 01162 594464 to speak to the Customer Service Team.

   Alternatively fill in the contact form by clicking here. Please provide us with your Bonus Card number and your old and new details to enable us to update your records.

   
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4. What is the Spend and Save Scheme?

   The Spend and Save scheme runs regularly throughout the year, simply pick up a collector card when the scheme is running and receive a stamp for every £5 spent. Collect 10 stamps before the end of the offer and receive £5 off your next purchase.  See in store for terms and conditions.

   The Spend and Save Scheme is not available to purchases made on line.

   
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International

1. Which countries do you deliver to?

   We deliver to most parts of Europe and Rest of World, details of the countries are displayed on the drop down menu once you have logged on or when you have registered.
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2. How much do you charge for postage and packaging?

   The cost of this service is £5.95 for countries in the EU, for the rest of the world £7.95.

   Details of the cost of postage will be detailed at the checkout prior to accepting the order.

   
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3. How long will my order take?

   Delivery will be made with Royal Mail and can take up to 7 working days, however this may take longer dependant on your countries mail service and if retained in customs.
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4. What is Bonmarche's returns policy

   Refunds are offered if items are returned to the address detailed on the delivery note within 14 days of receipt of the goods.  They must be in their original condition, with all tags attached and with the delivery note.  Please refer to the terms and conditions detailed online or your delivery note for full details.

   We will not accept any items back without the delivery note (this does not affect your statutory rights).

   Delivery charges will be refunded ONLY if the full order is returned and the returns policy has been adhered to.

   
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5. How do I return my unwanted garments?

   Please return items to the address detailed on the delivery note, ensuring that you enclose the delivery note as proof of purchase.  Any goods returned will be at your cost unless in accordance with your legal rights.

   Returns must be made within 14 working days of receipt, in their original condition, with all tags attached and your delivery note as your proof of purchase.

   If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service.  It is your responsibility to obtain and retain a proof of return in case of non receipt.

   If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.

    

   
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6. When will I receive a refund?

   Once the goods have been received and checked a credit to your debit/credit card will be actioned.  If your full order has been returned you will be refunded for your original postage charge.

   
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Please click here to fill in the contact form and our customer service team will be happy to help you.