GENERAL INFORMATION

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

We ship to PO Boxes via Auspost (Australia Post) but recommend using personal or business addresses. Other carrier options are available, and we reserve the right to change carriers at any time.

PROCESSING TIME 

All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfilment centre by the applicable carrier. Depending on a number of factors, standard domestic and international orders may take up to 1-4 business days (excluding Saturdays, Sundays, and Holidays) to process. 

After your payment is authorised and verified, Standard orders can still take 2 business days, expedited orders can still take up to 2 business days, and rush orders can still take up to 2 business days to process. This is just an estimate and doesn't include weekends or holidays.


*During peak periods processing time can be longer. 

PAYPAL PROCESSING TIME

Please note that orders made through PayPal may require an additional 2 to 3 business days for processing. This is because PayPal transactions require additional verification and security checks to ensure the safety and protection of both the buyer and seller. Thank you for your understanding and patience during this process. 

FREE SHIPPING PROMOTION (Prices below are in AUD)

Australia and New Zealand: Spend over $80 to receive free standard shipping, and free express shipping over $120.

International: Spend over $120 to receive free standard shipping.

SHIPPING RATES & TIMELINES

The estimated timelines for processing, transit, and final delivery are dependent on location and carrier.

Zone	Standard Tracked	Express Tracked
Domestic (Australia)	3-5 Business Days	1-3 Business Days
Zone 1 (New Zealand)	5-8 Business Days	3-7 Business Days
Zone 2 (Asia Pacific)	6-10 Business Days	4-8 Business Days
Zone 3 (USA/CA)	6-10 Business Days	3-7 Business Days
Zone 4 (UK/EU)	6-10 Business Days	4-8 Business Days
Zone 5 (Rest of World)	8-12 Business Days	6-10 Business Days

 

SHIPPING FEES (Prices below are in AUD)

Zone	Standard Tracked	Express Tracked	Express (if you qualify for free standard shipping)
Domestic (Australia)	$10	$15	$5
Zone 1 (New Zealand)	$15	$25	$10
Zone 2 (Asia Pacific)	$20	$35	$15
Zone 3 (USA/CA)	$20	$35	$15
Zone 4 (UK/EU)	$20	$35	$15
Zone 5 (Rest of World)	$30	$45	$15

Countries we ship to: Australia, Austria, Belgium, Canada, Czechia, Denmark, Finland, France, Germany, Hong Kong SAR, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States.

Shipping fees are non-refundable. If you refuse any shipments from bolence.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.

DELIVERY TRACKING

You can track your delivery online. Tracking number will be sent to your email after your order has been processed.

*Please note that there can be up to a 48-hour tracking delay.

IMPORT TAXES & FEES

Bolence is not responsible for any importation taxes and fees incurred from your order. You will be contacted by your local logistics authority in regard to payment to the appropriate authorities.

DELIVERY CLAIMS

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier, but you have not received it; you must contact us within 10 days to file a claim.

We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

Bolence does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.


CHANGE OF ADDRESS

If you have made us aware that you need to change your address, then you are responsible to update us with your new address. Orders without updated addresses after you have contacted us will not be shipped out until an updated address has been sent to us.

OUT OF STOCK ITEMS

If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.


RESERVED RIGHTS REGARDING SHIPPING

• We cannot grant a refund if your item is in transit.
• We will not be responsible for delayed or lost packages due to incorrect/incomplete address input by customers. If you have an error in your delivery address, it will cause significant delays. These orders are non-refundable.
• Once your order has been fulfilled, it's no longer possible to change the shipping address, please double check your address before placing your order.
• For re-delivery of any returned orders due to incomplete, incorrect addresses or uncollected parcels, the customer is responsible for additional shipping charges to the corrected address.
• Bolence reserves the right to amend and change its shipping policy at any time.


COVID-19 SHIPPING UPDATES

We strive to get your products to you as soon as possible. Please take into account COVID-19 shipping delays when ordering as there may be a slight delay in your delivery which is out of our control.