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 returns for a full refund within 5 days of receipt on full price items, for US only. Shipping costs are not refunded. 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 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. 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, Austria, Singapore, Puerto Rico, Costa Rica, Argentina, Montenegro, 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. 


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 2+ items: Free Shipping

Priority Mail: $8 flat rate 

Priority Mail 4+ items: $12 flat rate 

Candles: $5 flat rate shipping

 

International:

Standard (4-6 weeks): $15 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.