If your order has not yet been processed, our Customer Care Team can help you update the delivery address.

Please contact our team directly with your order number and name to speed up the process.

Orders that have already been shipped cannot have their delivery address changed.

For orders older than 12 hours, address changes may not be possible – in some cases, the order may already be in the shipping process even if it doesn’t yet show as shipped.

Orders that have already been shipped cannot be changed or cancelled.

For orders that have not yet been shipped, changes or cancellations are only possible within 12 hours of placing the order. Please note that this is not guaranteed, as some items can be processed and shipped within as little as 4 hours.

If your order is still eligible, please contact our Customer Care Team as soon as possible with your order number and details.

If you haven’t received an order confirmation, it may be because:

• The email address entered during checkout was incorrect,
  
• There were connection problems during the order process, or
  
• No email was provided when placing the order.

Also, sometimes confirmations end up in the spam or junk folder.

Please allow up to 24 hours for the confirmation to arrive.

If you still haven’t received it after 24 hours, please contact our Customer Care Team with your order details, and we’ll resend the confirmation.

Guest order

If you placed your order as a guest, you will receive an order confirmation by email listing all the items you purchased. You cannot view guest orders directly on our website. If you made a mistake with your email, our Customer Care Team can help!

Customer account

If you have a BONITIVA account, your order confirmation will also be sent by email. You can view all your past orders and details in your account under “My Orders”.

Not logged in

Orders placed without logging in are treated the same as guest orders.

If you used PayPal Express to place your order at BONITIVA, the order is created using the address linked to your PayPal account.

If that address is different from the one you usually use for BONITIVA orders, your order may appear under a different customer account. Order confirmations and shipping notifications will also be sent to your PayPal email address.

The same applies to Apple Pay or Google Pay – we use the email linked to your Apple Pay or Google Pay account for all communications.