Frequently Asked Questions


General Questions


1.      When was BONIA established?

Established since 1974, BONIA the Italian inspiration, an international luxury brand and leather expert, has created a trademarked legend in the fashion industry, achieving numerous milestones among the many accolades it receives.


2.      Where is the head office of Shop Online

The head office of is located at Ikon Connaught, Cheras, Kuala Lumpur, Malaysia.


3.      Are the BONIA products selling at Shop Online the authentic BONIA products?

Yes, Shop Online is an official e-store of BONIA.


4.      Where else can I buy BONIA products?

Besides Shop Online, you may find BONIA products in BONIA boutiques as well as BONIA counters throughout the world including Singapore, Malaysia, Taiwan, Japan, Vietnam, Myanmar, Cambodia, Indonesia, Brunei, Kuwait, and the Kingdom of Saudi Arabia.


5.      My BONIA item is broken. Where can I fix it?

Kindly send an email to our e-Customer Care Personnel at for further assistance.


6.      How long is the warranty of each BONIA product?

The warranty of each BONIA product (Normal Price and 20% OFF) is 6 months only. It is advisable to keep the tax invoice together with the warranty card.


7.      How do I create a Shop Online account?

You may create your account by clicking Login/Sign Up at the top-right of the interface.


8.      I’ve forgotten my password. What should I do?

Go to Login/Sign Up and click Forgot Password to retrieve your password via email.


9.      By registering, will I automatically receive updates on new arrivals and any ongoing sales and promotions in Shop Online

Yes, is happy to keep you updated with our new arrivals and ongoing sales and promotions from time to time, via email.


10.    What form of payment do you accept?

We only accept:

  1. Credit card (Visa, MasterCard)
  2. Debit card
  3. Online banking (Maybank2u, AmOnline, RHB Online, Hong Leong Connect, CIMBClicks, FPX, AffinOnline)
  4. iPay88 online payment portal
  5. PayPal


11.    Is it safe to use my credit card at Shop Online

All transactions on our website are processed using iPay88, a secure online payment gateway that encrypts your card details in a secure host environment.


12.    How do you ensure the quality of products?

We ensure every product’s quality by complying with our Quality Control Principles before proceeding with delivery.


13.    The colour of fashion item is different from what I've seen in person. Why?

Although we have made every effort to display the products and its colours as accurately as possible, the displayed colour of products will depend upon one's monitor and we cannot guarantee that one's monitor will accurately portray the actual colours of the products.


14.    I sent a message to Shop Online, but there's no response yet.

Our e-Customer Care Personnel shall reply your message and/or email within 24 hours. Please kindly wait patiently.



1.      Do I need an account to place an order online?

Yes, you are required to own an account in Shop Online before purchasing the item online.


2.      How do I make a purchase?

You may shop by product category such as Women or Men, type of products or you may also pick your preferences on the Selection Column in the Shopping Page. Click on the desired product for more information before selecting the quantity that you would like to purchase and click ‘Add to Cart’ button before proceeding to Checkout page, or continue browsing the Shop Online for more products. You are required to register your personal details with us before your order can be processed.


3.      What should I do if there’s a problem with my order?

Please kindly contact us at and our e-Customer Care Personnel will be able to help you.


4.      What if an item is currently out of stock?

To check the availability of a currently ‘Out of Stock’ product, please kindly contact the BONIA e-Customer Care Personnel at


5.      Can I add items into an existing order?

Yes, you may add items into an existing order before proceed to Checkout.


6.      I would like to ship to my parcel out of Malaysia. May I know how about the oversea shipment taxes?

We would like to inform you that our shipping fees does not included GST and oversea shipment tax and duty. Tax and duty shall be borne by you.


7.      How do I cancel an order?

No, your placed order cannot be cancelled once you’ve checked out from Shop Online Therefore, please kindly check your order before proceeding to Checkout.


8.      What is the reason my order is cancelled?

We reserve the right to cancel the order in the event if the purchase made is invalid.

Gift Wrapping Services


1.      Can I redeem gift vouchers online?

Yes, you may redeem the gift voucher online by entering your voucher code into Gift Voucher section in Checkout page.


2.      Does Shop Online offer gift wrapping?

Yes, we do. You may choose your items gift wrapped during the Checkout page. Enter your personalised greeting message in the ‘Add message onto Greeting Card’ at the Gift Services section. Your purchased gift will arrive in a signature BONIA box that adorned with ribbon and attached with your personalised message on BONIA’s signature greeting card.


3.      I want a paper bag for my ordered item. Can I have it?

Yes, you may. You may request for a paper bag during the Checkout page. Enter 'Request for paper bag' in the 'Add message onto the Greeting Card' at the Gift Services section. We shall attach the paper bag into your parcel.



1.      Where do you ship to?

Our BONIA products are primarily delivered to Malaysia, Singapore, and most International countries. Should your country be one of those countries to which we do not deliver, please contact us.


We do not deliver to the following countries:

  • - Brunei
  • - Cambodia
  • - Myanmar
  • - Japan
  • - Taiwan
  • - Kuwait
  • - Saudi
  • - Indonesia
  • - South Africa


2.      How much does the shipping cost?

Normal Delivery

Malaysia (East) 15      MYR    250       MYR & above
Malaysia (West) FREE    -
Singapore 10       SGD    100        SGD & above
International   30       USD        300        USD & above 


3.      Can my order deliver to a different address than the billing address?

Yes, you are required to untick selection of Ship To The Same Address and fill in the required information in Shipping Address in order to ship to a different address than your billing address.


4.      Which address should I ship my order to?

It is advisable to ship to your working address if you are in work during weekdays as our courier partner only makes delivery during Monday to Friday and half day on Saturday.


5.      Do you ship to postal box?

No. Our courier partner is unfortunately unable to deliver to postal box.


6.      How many days does the delivery take?

Once you've successfully placed your order, you will receive a confirmation email. After successful confirmation, it takes 3 - 5 working days for our courier partner to deliver within metro areas and 5 - 7 working days to non-metro areas.

Malaysia (East) 3 - 5 Working Days   3 - 6 Working Days
Malaysia (West) 2 - 4 Working Days    2 - 5 Working Days
Singapore 4 - 7 Working Days
International 5 - 10 Working Days



7.      Do you deliver during weekends and holidays?

Our courier partner makes delivery for only half day during Saturday (until afternoon) but not Sunday and/or public holidays.


8.      Can Shop Online deliver the package to my office?

Yes, you are required to untick selection of Ship To The Same Address and fill in the required information in Shipping Address in order to ship to a different address than your billing address.


9.     How will I know if you have received my order?

After you place your order, you will receive an email from us acknowledging that your order has been received and confirmed. Once the item(s) are located, your credit card's details have been approved, will your order be accepted and the item(s) shipped. Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock piece(s) and your payment for the item(s) will not be processed.


10.     How do I know when will I receive my shipped items?

You may track your shipping order at Track My Order with the Tracking Code that attached in the Order Confirmation notification in your registered email.

11.    Can I track my order online?

Yes, we provide online tracking service. Please kindly click Track My Order at the bottom of interface to track your order. It may take up to 24 hours for tracking data to be available.


12.    Can I change my shipping address once my order has been dispatched?

No. We are unable to redirect orders once it has been dispatched. Therefore, please kindly ensure that you provide a correct shipping address.


13.    What happens if I notice that my personal details are incorrect after I’ve checkout?

If you realise your personal details are incorrect once you have completed the Checkout process, please email our e-Customer Care Personnel at and include your order number in the email. We cannot guarantee that we will be able to rectify the issue, however, we can assure you that we will do all we can to amend your order.


14.    I’ve ordered multiple items but only 1 item I’ve received. What should I do?

If you’ve placed your order separately, your items might be delivered in separate parcels. However, if you’ve ordered all your items in one order and still find some items missing in your parcel, please kindly report to us at


15.    Can I pick up my items at BONIA office?

No, Shop Online does not offer self-service delivery location to pick up your orders.

Returns & Exchanges


1.      What is your return policy?

Returns are accepted if you notify us via email and return the item to us within 14 days of receipt (for both local and international orders) in exchange product or Store Credit. Returned item without notification will not be accepted. The product you return must be in new, unused, and unworn condition with all the original packaging. To view our full terms and conditions on return policy, please visit the Returns & Exchange.


2.      I have received a faulty item. What should I do?

We apologise profusely for this blunder. Please kindly contact our e-Customer Care Personnel immediately at attached with a picture of your item where the part of faulty appears at and include a short description of the item along with your order number. We will exchange your item for a new one if you just received it from Shop Online In the event your faulty item is out of stock, we will reimburse you in the form of Store Credit.


3.      I received an incorrect item. What should I do?

Please kindly inform us at along with your order number and we will get it sorted for you.


4.      Can I return item that don’t fit?

Only apparel and shoes can be returned if the purchased item(s) do not fit. The product you return must be in new, unused, and unworn condition with all the original packaging. Returns are accepted if you notify us via email and return the item to us within 14 days of receipt (for both local and international orders) in exchange for Store Credit. Returned item without notification will not be accepted.


5.      Will my Store Credit expire?

Yes, Store Credit will be expired after 90 days of the issue days.


6.      Can I return an item to one of the BONIA boutiques and/or BONIA counters?

No, item cannot be returned to the boutiques and counters. You are required to return the item via shipping only.


7.      What is Return Authorisation Reference Number?

Return Authorisation Reference Number is a reference number that provides by after your return request has been approved. To obtain a Return Authorisation Reference Number, you are required to notify us via email, attached with a copy of order confirmation email and image of your received item. Any returned item that is not accompanied by an official return reference number will not be accepted.


8.      Will you refund my return delivery charges?

We only offer free return within Malaysia. Return delivery charges from any countries out of Malaysia are required to be borne by you.


9.      How do I know if you have received my returned items?

Once we have received your returned parcel, we shall notify you via your registered email.


10.    How do I receive a refund?

After we have received and verified the returned item, our e-Customer Care Personnel would proceed to credit the specific amount into your Shop Online Store Credit.


11.    When will I receive a refund for returned items?

Refund of Store Credit will be credited into your Shop Online account once it has been approved by the BONIA e-Customer Care Personnel.


12.    I have been refunded the incorrect amount. What should I do?

Please kindly report to our e-Customer Care Personnel at

Technical Questions


1.      How to apply e-Coupon code?

Check out the steps below that (might) solve your issue!

         a)   Visit

         b)   Create an account or login to your Shop Online account if you have already registered.

         c)   Select your desired item and Add to Cart.

         d)   Proceed to Checkout page.

         e)   Apply the e-Coupon code on the PROMO CODE section.

          f)   Proceed to Checkout.


2.      Why is my promo code not working?

Please be informed that our promo code is only valid for single usage in a single receipt. Our promo code cannot be combined and is not applicable for item(s) with remark of "Promo code is not applicable on this item." If your promo code does not work, please kindly report to our e-Customer Care Personnel, attached with your promo code, at and we shall sort it out for you.


3.      There’s error in the page!

Please kindly report to us via email at, attached with a description of the issue and preferably a screenshot of the issue.

Web Design


1.      Which company manages Shop Online website design?

Shop Online website is supported by a web developer company, Sweetmag. Sweetmag is a web design and ecommerce solutions company. Sweetmag started in Melbourne, Australia, in 2008 with the simple idea of creating and delivering successful, innovative web solutions. They have now relocated to Kuala Lumpur, Malaysia and serving over 50 clients from the SEA and also Australia.