DELIVERY/SHIPPING POLICY

FAQs

Can I return End of Season Sale?

Items included in End of Season Sale can be returned for Store Credit, unless marked as Final Sale. There is a strict 'no returns, exchange, store credit or refund' policy on Final Sale items (unless deemed faulty).

How can I return my order?

*Please see our Return Policy to check if your order is eligible for a return.

If you are eligible, and would like to request a return, please email our friendly customer care team at support@aus.fashion.

In your email, please include:

  • First and Last Name
  • Order number
  • Name of item/s you’d like to return

How long is Store Credit valid for?

Store Credit is valid for 6 months, from the date issued. Please note Store Credit cannot be used, or re-issued after the expiration date.

Can I return sale?

Sale items can be returned for Store Credit only, unless marked as Final Sale. There is a strict 'no returns, exchange, store credit or refund' policy on Final Sale items (unless deemed faulty).

An item I’d like to purchase is out of stock. Will it be restocked?

Unfortunately we do not restock items. If an item sells out, it is unlikely that it will become available again. In some instances, stock is received back via returns, and returned to the online store. So keep your eye out!

Am I able to exchange my item/s?

Unfortunately we do not offer exchanges, as we may sell out of your requested item before your return is received.

If I use a promotional code, am I eligible for a refund?

Please see the Terms and Conditions of the promotion, or email support@aus.fashion to find out your return eligibility.

My order was stolen/damaged. What can I do?

BNKR is not liable for any damages or losses. If your order has been stolen or damaged, this needs to be resolved with DHL directly.

Can I cancel my order?

Due to our quick order processing times; we are unable to cancel or change the details in your order once it has been placed.

My order was ‘Returned To Sender’. What can I do?

If your order was Returned back to our warehouse, it is likely because your item could not be delivered.

If this occurs, please contact our customer care team at support@aus.fashion. We will arrange for your order to be re-sent, and you will be charged USD$25 for re-delivery.

I have items that I purchased, received, and shipped back for refund before the appointment of voluntary administration on January 6, 2021, and have not yet received a refund.

Now that our new Customer Care team is in place, one of their immediate priorities will be to follow up on orders that were returned prior to the appointment of voluntary administration. Our support team will clarify whether your order is eligible for a refund or for store credit based on our Return Policy that was in place prior to the appointment of voluntary administration.

I have items that I purchased prior to the appointment of voluntary administration on January 6, 2021, that I would now like to return for a refund.

If you have been issued an RMA number via email from our customer service team prior to the
appointment of voluntary administration, your return may be eligible for a refund or store credit
based on our Return Policy that was in place prior to the appointment of voluntary
administration. Please reference this number on the package when sending your order back to
us. Please note that we have updated addresses for our Return Policy, and direct all packages
to one of the below address':

 

AUSTRALIA

BNKR RETURNS
Level 1, 233 North Terrace,

Adelaide, SA , 5000

 

USA

BNKR RETURNS

Emeristar

307, Figueroa Street,

Wilmington, CA, 90744

 

UK

BNKR RETURNS

Tigers Global Logistics

Unit A1 Dolphin Way,

Purfleet, Essex RM19 4NZ

 

CHINA

BNKR RETURNS

HoWang Wong

5 Floor, Gateway TS

No.8 Cheung Fai Road, Tsing Yi Hong Kong

If you were not yet issued an RMA number for your return requested, you can now request one by emailing us at support@bnkr-store.com. Please ensure to include your order number in your response.

For customers with credit or gift cards issues prior to January 7, 2021

Australian Fashion Labels Store Credit:

The old owner of BNKR, Australian Fashion Labels Pty Ltd (AFL) has recently gone bankrupt (into liquidation).  Unfortunately, this means that customers holding store credit are now unsecured creditors, unlikely to have any claim against AFL.  However, for a limited time, the new owner of BNKR, International Fashion Group Pty Ltd (IFG) has decided to allow customers who held store credit with AFL to use that credit towards purchases with IFG.  This offer only applies to store created with AFL between [1 January 2020] and [7 January 2021], and will expire on [1 September 2021].  This offer does not constitute us accepting any liability for store credit issued by AFL, and is subject to IFG verifying the claim to store credit against the records of AFL.   

Australian Fashion Labels Gift Cards:

The old owner of BNKR, Australian Fashion Labels Pty Ltd (AFL) has recently gone bankrupt (into liquidation).  Unfortunately, this means that customers holding AFL gift cards are now unsecured creditors, unlikely to have any claim against AFL.  While International Fashion Group Pty Ltd (IFG) is not related to AFL, and has no obligation to accept AFL gift cards, please contact Customer Care if you have an AFL gift card and we will be happy to discuss whether some alternative form of discount or voucher can be provided.  We make no promises that any such offer will be made, but we would be happy to discuss further as a gesture of goodwill.  

I placed an order after the appointment of voluntary administration, January 6, 2021, and never received the items or a refund for them.

All of the funds that were collected from orders placed after voluntary administration were held in an account that was frozen by the administrators. Now that the voluntary administration process has ended, the funds have been released and should be appearing in your bank account within 7-10 business days. If you are still interested in placing a new order for the items you did not receive, you may do so at any time.

What does this mean for the store credit balance my account held prior to 2021?

All store credit balances that were active prior to our voluntary administration will be honored in their full amount, and should be active in your account at this time. If you do not see your prior balance, please contact support@bnkr-store.com. Please note that store credit is not applicable to Sample Sale promotions, but can otherwise be applied to full priced or sale items.

Why didn’t we receive more communication as this was unfolding?

As a result of the voluntary administration, all employee positions were immediately put on hiatus, preventing them from offering continued communication about the process. We apologise for any inconvenience that this may have caused, but we are thrilled to be back and thank you for your loyalty and patience.

Why was your website, advertising or email marketing still active in the interim?

The goal of the voluntary administration process was always to be able to keep BNKR afloat, and to resume business as usual as soon as possible, so we did not turn the lights off. Upon appointment of administration, key functions had to cease including finalising web orders, planned social media and advertising. We apologise for any inconvenience called.

I still have questions.

We completely understand and would love to hear from you. We have resumed communication from our support@bnkr-store.com email address, if you would like to submit inquiries accordingly. If it is in regards to a specific order, please include your BNKR order number. Please be advised that initial delays may be experienced as we triage cases.

I’m so happy you are back! Is it safe to place an order now?

Yes, absolutely! We look forward to dispatching your orders placed after Tuesday, February 23rd with the typical order cadence you enjoyed prior to this situation. Thank you for your continued loyalty and patience.