FAQ

My order is damaged or incorrect, what do I do?

Please email us at hello@baxterandbonny.com if your order is damaged or incorrect and we will fix this as quickly as possible. Please note we need to be alerted of any error or damage to the shipped product within 48 hours of delivery.


How do I return?

Please note we only accept returns in the US, all international shipments are final sale. We accept unworn/unopened merchandise for a full refund within 5 days of receipt on full price items, for US only. Shipping costs are not refunded and $5 will be deducted from your return for the return shipping cost. Please email with your order number to request a return label. Please note the item needs to be returned or scanned for shipping within 5 days of receiving the return label. Product must be unworn or unopened, received back in original packaging including all items sent with the product (case + cleaning cloth) for a full refund, minus any shipping fees. All international purchases are final sale. If product is refused and sent back, we will refund for the frame only minus any charges for postage back to us and shipping costs. Please visit our Shipping and Returns page for full information. All items bought with a discount code, during a flash sale, or on sale are all final sale, only full price merchandise is eligible for return.

*Please note that items returned without the free gifts included in any Gemma Styles' promotion will be deducted from any credit. ($15 for free travel case, $7 for free tote.)


Do you ship internationally?

We ship to the United States, Italy, Belgium, United Kingdom, Ireland, Germany, France, Netherlands, Australia, New Zealand, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Hungary, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Austria, Canada, Mexico, Philippines, China, Greece, South Africa, United Arab Emirates, Ecuador, Peru, Switzerland, Chile, India, Japan, Indonesia, Singapore, Puerto Rico, Costa Rica, Argentina, Montenegro, Paraguay, Norway and Malaysia.

*If you do not see your country please check back or email us as it may be available in the future.

*Please note for international customers the buyer is responsible for taxes and duties (VAT) upon receipt. VAT may include the cost of shipping should that be applicable in your country. Please note that if you choose to refuse the customs payment, we are not responsible for return-to-sender packages. 

Am I responsible for duties and taxes associated with my online order? 

Yes, depending on your country's specific import laws you may be required to pay local duties and taxes. These fees are not included in your shipping cost. We know this can be frustrating, but please know this is out of our control and the money goes directly to each countries government, not to us.


Where is my order?

You will receive an email confirmation with tracking once your order has shipped. For shipping information or the whereabouts of your package please call the below based on the tracking of how your package was shipped:

U.S. Postal Service: 1-800-222-1811

FedEx: 1-800-463-3339

UPS: 1-800-742-5877

DHL eCommerce: 1-317-554-5191

DHL Express: 1-800-225-5345

Please allow 4-6 weeks for International shipping. If you have not received your order after 6 weeks please reach out at hello@baxterandbonny.com so we can try to help you. Please note we are not responsible for the package once shipped. Visit our Shipping and Returns page for more information.


How much is shipping? 

UNITED STATES:
  • Standard: $4
  • Standard $150+ : Free Shipping
  • Priority Mail: $8 flat rate 
  • Priority Mail 4+ items: $12 flat rate 
  • Candles + Gemma Styles Travel Cases: $5.50 flat rate shipping
International:
  • Standard (4-6 weeks): $18 flat rate
  • Australia (4-6 weeks): $20 flat rate 

*Expedited options are available at checkout based on weight and shipping to desired country. 


      Where are the styles made?

      Each style is handcrafted and produced with the finest quality in Japan, Italy, or China. Please check each style description for specific information.