Customer's Frequently Asked Questions

How do I buy something?

How do I buy something?

You can either add items straight to your cart by clicking the ‘Add to cart’ button, or you have the option of starting a ‘wishlist’ where you can record items you wish to buy in the future.

You can view your cart or your wishlist at any time, by clicking the ‘cart’ or ‘wishlist’ icon at the top right of the page.

When you are ready to purchase, go to your shopping cart and click ‘Update order’ and then ‘Proceed to checkout’. Follow the payment instructions. You will receive a confirmation when your order has been successfully placed.

We despatch all orders within 24 hours.

Do I have to sign up to buy?

Do I have to sign up to buy?

You do not need to register as a customer to shop.

We often reward our valuable customers with discounts so if you like what you see, it is worth signing up! If you wish to apply a discount coupon you will need to set up a customer account.

What are the benefits of registering?

If you sign up to be a Bokbo member, not only will you receive exclusive access to members only sales and discounts, but if you refer a friend, you will  BOTH receive a discount on your next purchase! So why not share the love?

Do I have to sign up your newsletter?

Signing up to the newsletter is optional, but we work hard to make sure it always has the latest news about Bokbo including new products, exclusive offers, tips on eco-living and articles you might find interesting. We promise not to spam you!

I have forgotten my password/username, now what?

I have forgotten password/usesrname! Now what?

If you have forgotten your password:

  • Go to the ‘My Account’ page
  • Click ‘Forgot your password?’
  • Enter the email address you used to register your Bokbo account
  • Follow the link in the email to reset your password

If you have forgotten your username, you can use your email address to log into your account.

If you have forgotten which email address you used to create your account, you can call us for help on +61 2 6161 0916 or 0413 528 357.

What methods of payment do you accept?

What methods of payment do you accept?

We trade in Australian dollars and process payments via Stripe or PayPal using either your PayPal account, your Visa/MasterCard credit or debit cards. We also accept payment via direct debit bank transfer from Australian bank accounts. All payments are processed securely using 128bit SSL encryption and no card details are stored by the site.

Can I pick-up my order?

Can I pick up my order?

Yes, orders can be collected from Lyneham, ACT, Australia. Just call us to organise a convenient time – 02 6161 0916 or 0413 528 357.

How much is shipping?

How much is shipping?

We deliver all our parcels through Australia Post and shipping rates are calculated on each package.

Select your shipping option at checkout: regular, express, or international. The shipping cost will automatically be added to your purchase.

Delivery to New Zealand takes 3 – 10 days and may be subject to import taxes or duties.

Other international customers can select their preferred shipping method at checkout. We cannot guarantee international shipping times.

When will my order arrive?

When will my order arrive?

We will ship your order within 24 hours. We aim to have your order to you within three working days – this can be quicker if you live in NSW or a capital city and it may be a little longer if you live in a regional or remote area.

All items are shipped from our base in Canberra, ACT. You can learn more about the Express Post Network to get an idea of shipping times to where you live.

If your items are damaged on arrival, please call us and we will organise a replacement for you. You can also contact us to report lost or delayed package. We can be contacted on +61 2 6161 0916 or 0413 528 357.

  • New Zealand – Parcels take 3-10 days to reach New Zealand and may be subject to import taxes or duties.
  • International Postage – You can choose your preferred shipping method at checkout. The cost of freight to your country will be added automatically. It is your responsibility to pay any import duty or sales tax within your own country.

How do I return/exchange items?

How do I return/exchange items?

We strive to provide high quality products that you will love, but most items can be returned to us within 15 days of receipt if they aren’t quite right.

The product(s) must be as new: unused, unworn, unwashed, undamaged, unsoiled and in their original packaging and/or tags attached.

We are unable to accept returns on the following:

  • Underwear, swimwear, soaps and lotions
  • Damaged, used, washed or worn goods (unless agreed to by us at our sole discretion)
  • Goods that are no longer in their original packaging in perfect condition
  • Made-to-order items
  • Other items where the product page was marked as non-returnable or final sale
  • Orders that were shipped more than 30 days ago

If your items are damaged on arrival, please call us and we will organise a replacement for you. We can be contacted on +61 2 6161 0916 or 0413 528 357.

You can also email us at [email protected] with the following details: Your name, invoice number, product name, reason for return and request for replacement, exchange or credit.

What payment security do you have?

What payment security do you have?

All payments are processed securely using 128bit SSL encryption and no card details are stored by the site.

What is your delivery guarantee?

About our delivery guarantee

We will ship your order within 24 hours. We aim to have your order to you within three working days – this can be quicker if you live in NSW or a capital city and it may be a little longer if you live in a regional or remote area.

We send all orders with tracked shipping. After you place your order you will receive your tracking number from Australia Post, so you can follow your package’s journey all the way from our door to yours.

We are based in the Canberra, ACT. You can learn more about the Express Post Network to get an idea of shipping times to where you live.

Damage or loss in transit is rare. However, if it happens we will take responsibility for it. Please call us to organise the return of damage goods or to report that a parcel has not arrived within the above timeframes.

  • New Zealand – Parcels take 3-10 days to reach New Zealand and may be subject to import taxes or duties.
  • International Postage – You can choose your preferred shipping method at checkout. The cost of freight to your country will be added automatically. It is your responsibility to pay any import duty or sales tax within your own country.