FAQ


My order is damaged or incorrect, what do I do?
Please e-mail 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. Please e-mail 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.  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 + 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.

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, and Malaysia. If you do not see your country please check back or e-mail 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.

Where is my order?
You will receive an e-mail 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 + Returns page for more information.

How much is shipping? 
US - free first class shipping and $7 flat rate priority mail shipping
International - flat rate $15 shipping
 

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.

*Please note discounts are not valid on the Gemma Styles collection unless otherwise stated.