Balkan Countries
Hello! What can we help you with?
Here are answers to all common questions
Orders
What currency are your orders in?
Prices are shown and charged in EUR.
The currency is determined by your shipping region and the site you are on. Therefore, please make sure you are on the right site by checking the shipping region selector that is in the menu to the right.
What is the status of my order?
Once your order has been dispatched from our warehouse, you will receive an email with a tracking number. Please use this to track the transit and see the status of your order.
Can I amend or cancel my order after I’ve placed it?
No, we can't cancel or make any changes on your order once it has been placed and confirmed. Therefore, we kindly ask you to double-check your details before placing your order.
Can I amend the contact and shipping information in my order after I’ve placed it?
No, we can't make any changes on your order once it has been placed and confirmed. Therefore, we kindly ask you to double-check your details before placing your order.
I have not received an order confirmation - have you received my order?
We always send out both order confirmation and delivery confirmation to the e-mail address you specified when ordering. Double check that our emails don't end up in your spam or social inbox (some email services sometimes think it's a newsletter by mistake).
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
I have received an invoice / the money has been withdrawn from my account - but I cannot find confirmation of my order
If you have chosen payment by invoice, you make the payment before the package leaves our warehouse. Money is held in your account in connection with your purchase on our site, but only when the order has a tracking number, an order is sent to your bank for the money to be withdrawn. It may take 1-2 days until the money is finally withdrawn from the account.
We always send an order confirmation to the email address you entered when placing the order. Double check that the confirmation hasn't ended up in your spam or social mailbox (some email services sometimes mistakenly think it's a newsletter).
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
My order has been delivered, but I can not find it.
If you can not find your package, we recommend you to firstly contact the transportation company to ask for a Proof of Delivery, as well as ask your neighbors/housemates if they have held the package on your behalf.
If you still cannot locate your package, we are happy to assist you further. Please email our customer service team at contact@bonbona.com. We always recommend our customers to sign for the delivery of their package.
Payment
What different payment methods can I choose from?
When you're shopping with us, you can choose from the following options:
- Cash on Delivery
- Bank Transfer - Invoice
- Master Card, Visa, Maestro
- PayPal
How do I get my invoice?
You can download your invoice directly from our site. You can find the invoice at the bottom of the payment page. As soon as you pay your invoice, your product will be sent from our warehouse.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
I cannot download my invoice
If you are unable to download you invoice, contact us at contact@bonbona.com, and we will send a new invoice to your email address.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
My order has not arrived yet, why have you already withdrawn money?
When you place an order, the money is withdrawn from us. After the money has been withdrawn from us, we pack the order and deliver it to the NPost agent. You will receive a tracking number from us. This usually takes 1-2 days. However, sometimes there are delays which mean that the package does not arrive for various reasons, even though the payment has been completed. Then you need to contact our customer service and we will help you.
It says the order is being processed, but I already received my order
For various technical reasons, it may happen that there are problems with the update of the payment system. Then contact our customer service and we will follow up on this matter and help you with an update.
Delivery
I can't find my country when shopping
As of right now, you are on the Kosovarian site. If you don't live in Kosovo, please locate the shipping region selector.
On your computer – On the top right corner, you will find our shipping region selector. The reason for the different options are for shipping, taxes, etc.
Where do you ship from?
We ship from our warehouse that is located in Pristina.
What shipping options do you provide?
We offer the following courier and shipping option:
- NPost
How much does shipping cost?
We offer free shipping for all orders over 50 EUR. If you do not exceed this amount, your shipping cost and options will be displayed at checkout.
When will my order be shipped?
If you wish your package to be sent the same day from our warehouse, this deadline applies to when you should have placed your order at the latest:
NPost Kosovo at 2 p.m
Please note that some products have a longer delivery time.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
How long will it take for my order to arrive?
Your order delivery will take between 1-14 business days, depending on which shipping option you've chosen in the checkout. You can see how many days the delivery is estimated to take in the checkout, before placing your order.
Can I track my order?
Yes, all our shipments are trackable and you can follow your order online! In the delivery confirmation you receive by e-mail, you will find a link to track your shipment with NPost pand there is also the number of your package.
As some orders may be split into more than 1 package, we recommend that you check carefully under "Track your package" to see if the order contains multiple tracking numbers.
Didn't get an answer to your question? You are very welcome to contact our customer service and we will help you!
I have received the wrong products - have you sent the wrong package?
Have you not received what you ordered, even though your name is on the package? Then there has probably been a mistake in our warehouse and we apologize for what happened! Please contact us at contact@bonbona.com to report that you received the wrong order. We will of course send you a new package with the correct content as soon as possible. When you report your case, we want you to attach pictures of the contents of the package you received, so that we can process the case as smoothly as possible. Please note that you need to enter your number and the same email address that you used when you placed your order.
Have you not received an answer to your question?You are very welcome to contact our customer service and we will help you!
What if my order hasn’t arrived?
If your order has not arrived, please look up your tracking number in the shipment confirmation email that was sent out to you. If you still can't locate your order, please email us at contact@bonbona.com and we’ll be happy to help.
My order still hasn't arrived - when will it be delivered?
You still haven't received your package even though it's been 14 days? Sometimes, unfortunately, delays happen and we try to resolve it as quickly and smoothly as possible - we understand if you are impatient and wondering what happened to your order! Start by tracking your package to see if NPost Kosovo has information on its location.
Contact our customer service if you can't find your order confirmation with the package number, if there is no tracking information for your shipment, or if something in the tracking information doesn't look right.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
My package has been sent, but it doesn't seem to be with NPost
Contact us at customer service and state your name and phone number and we will quickly investigate how the whole thing is, and can request the package from NPost.
How is my order delivered?
At checkout, we inform you that your delivery will be made at home through the NPost agent. Our regular delivery time is 1-14 days and is only valid when your delivery is via cargo. The delivery method provided at checkout is the one that applies.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
Do you offer home delivery?
Obvious! We offer home delivery with NPost.
Have you not received an answer to your question?You are very welcome to contact our customer service and we will help you!
I haven't received a notification, can I still collect my package?
If, against the odds, you have not received a notification via SMS or email from NPost Kosovo, but you can see via the tracking that the package has arrived at your address, contact customer service and we will help you.
I don't have time to pick up my parcel, can I extend the time at the agent?
Contact customer service and we will help you extend the time the package remains with the agent.
I have received a message about a delivery, but I have not ordered anything from you
This could be due to a couple of different reasons. Either it could be that someone you know has ordered a gift for you, or it could be because someone accidentally entered the wrong phone number when ordering so that the notification came to you instead of the customer. As long as you only received a notification (and not a request for payment) it is fine to pick up the package, as it could be a gift for you. If you still feel unsure, you are always welcome to contact customer service and we will check if the package has been sent to you or if it seems that someone has entered the wrong phone number.
My package seems to weigh too little, is that the whole order?
Sometimes we need to split an order into several packages. For example, it may be because one of the products you ordered weighs a lot. Then the rest of the products you ordered will be sent in one package.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
Return & Exchanges
I want to make a return. What is your return policy?
- Items must be returned within 7 working days from receiving the package. The returned items must be unused with the safety tags on and intact within the original packaging to be eligible for return. Items that are used, damaged, soiled or in any way altered, may be rejected and returned back to the customer.
- To make a return, first notify that you wish to make a return on our returns page. On the return page please fill out the return form. In the form provided, you will need to enter your name and email address, but also describe the reason why you want to return the product(s). When you have submitted your return form, we will email the shipping instructions to you in a separate email.
- Once we receive your returned item at our warehouse, we conduct a thorough quality control check to ensure its condition. As soon as the item has arrived and passed our quality control, we promptly process your exchange order. This ensures that you receive your desired item in a timely manner, allowing you to enjoy your new purchase as soon as possible. Please note that you will receive an e-mail with a tracking link as soon as your exchange order has been shipped.
- Please note that refunds will be issued to the original payment method and that the return shipping cost is 3 EUR.
How much does it cost to make a return?
Please be aware that as a customer, you are responsible for return shipping charges if you change your mind within 1 day of receiving your order. The return shipping cost is 3 EUR. However, if you inspect the product in the presence of the delivery personnel and choose to reject the order, you will not be responsible for any shipping fees.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
Can I make a return even if I opened the package?
If you are not satisfied with your purchase, you can easily return your product within 7 days of receiving your order. Please note, however, that the packaging must be opened in order to be able to test the product, we want the damage to the package to be as minimal as possible. If the product is damaged, we have the right to assess how much the sale value has decreased and deduct this amount from the refund.
The products that cannot be returned after the packaging is broken are: intimate products, hygiene products, underwear, products where the seal has been broken by the consumer, headphones, cosmetic products, etc. A return takes 14 days to process.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
Where should I send my return?
If you have registered your case on the returns page, the return address is already on the shipping note. We will arrange a return shipment with NPost agent.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
How long does it take for my return to be processed?
From the time you report your case, you have 7 days to send the product back. Send the item back well packed in the original box with outer packaging. If you send the product 1 day later after you have received the order, you as the customer are responsible for the return shipping, which in this case costs 3 EUR. You must be able to prove that you sent the product upon request, so always ask for a receipt from the agent. We will refund the money to you within 14 days in case of cancellation in case of delay and complaint.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you
I have paid the invoice for an item that I want to return, what happens now?
Don't worry if you've made the payment but still want to return the product!
We handle the return and issue a refund within 14 days. If you have chosen invoice payment as your payment method, we will make the refund to the exact account from which you paid for the order.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
How do I get the money back?
We handle the return and issue a refund within 14 days.
- If you have chosen to pay the invoice, we will make the refund exactly to the account from which you made the payment of the order.
- If you made the payment at the moment you received the order, the money will be returned to you within 1-3 days by the courier.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
Can I exchange my order/size?
Yes, you can exchange your item to another size or color, permitted it is in stock at the warehouse. If the size you request is out of stock, please make a return.
Do you offer free exchanges?
Yes, we offer one (1) free exchange per order.
When do I receive my exchange item?
Once we receive your returned item at our warehouse, we conduct a thorough quality control check to ensure its condition. As soon as the item has arrived and passed our quality control, we promptly process your exchange order. This ensures that you receive your desired item in a timely manner, allowing you to enjoy your new purchase as soon as possible.
Please note that you will receive an e-mail with a tracking link as soon as your exchange order has been shipped.
Do you refund shipping costs?
No, we do not refund the shipping costs. The shipping fee charged at check-out covers the shipping and handling of the transportation company. These costs can therefore not be refunded.
Complaints
The product is broken, how do I make a complaint?
If your item is damaged or broken, please start a complaint by filling out the form. In order for your case to be processed quickly and efficiently, we ask that you fill out the form as comprehensively and in detail as possible. We also appreciate it if you would send pictures of the product.
Please note that the complaints process does not include the option to exchange an item. By law, goods must be advertised within what is called a 'reasonable time' after the fault has been discovered. We always recommend that you advertise an incorrect or damaged item as soon as possible.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
Do I get a new item or the money back in the event of a complaint?
When you register your complaint here, you get the option to choose whether you want a new product or your money back.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
Should I send back the product I complained about?
When you have registered your complaint, you will receive information on whether the broken product needs to be sent back to us immediately, or whether you should wait until we have contacted you. If you are going to return the product directly, you will receive a return shipping slip and information on how to do it in connection with registering your complaint. Please send a picture/video of the errors.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
I don't have a receipt, can I still use the warranty?
If you have bought the item in our webshop, your phone number or email address is enough for us to process your order, contact customer service and we will help you.
Does it cost anything to send back a advertised item?
No, we pay the return shipping in the event of a return due to a complaint.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
How long is your warranty period?
You have a 2 weeks warranty on all products.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
Does the warranty apply if I have opened the package?
You have the right to open the packaging to check that the product is working, this does not affect the warranty.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!
What if we don't agree?
In the event of a dispute, it is our policy to follow the General Complaints Board's recommendations. In the event of a national dispute, we refer primarily to the General Complaints Board.
Have you not received an answer to your question? You are very welcome to contact our customer service and we will help you!