Frequently Asked Questions
I have items that I purchased, received, and shipped back for refund before the appointment of voluntary administration on January 6, 2021, and have not yet received a refund.
Now that our new Customer Care team is in place, one of their immediate priorities will be to follow up on orders that were returned prior to the appointment of voluntary administration. Our support team will clarify whether your order is eligible for a refund or for store credit based on our Return Policy that was in place prior to the appointment of voluntary administration.
I have items that I purchased prior to the appointment of voluntary administration on January 6, 2021, that I would now like to return for a refund.
If you have been issued an RMA number via email from our customer service team prior to the appointment of voluntary administration, your return may be eligible for a refund or store credit based on our Return Policy that was in place prior to the appointment of voluntary administration. Please reference this number on the package when sending your order back to us. Please note that we have updated addresses for our Return Policy, and direct all packages to one of the below address':
Level 1, 233 North Terrace,
Adelaide, SA , 5000
307, Figueroa Street,
Wilmington, CA, 90744
Tigers Global Logistics
Unit A1 Dolphin Way,
Purfleet, Essex RM19 4NZ
5 Floor, Gateway TS
No.8 Cheung Fai Road, Tsing Yi Hong Kong, China
For customers with credit or gift cards issues prior to January 7, 2021
Australian Fashion Labels Store Credit:
The old owner of BNKR, Australian Fashion Labels Pty Ltd (AFL) has recently gone bankrupt (into liquidation). Unfortunately, this means that customers holding store credit are now unsecured creditors, unlikely to have any claim against AFL. However, for a limited time, the new owner of BNKR, International Fashion Group Pty Ltd (IFG) has decided to allow customers who held store credit with AFL to use that credit towards purchases with IFG. This offer only applies to store created with AFL between [1 January 2020] and [7 January 2021], and will expire on [1 September 2021]. This offer does not constitute us accepting any liability for store credit issued by AFL, and is subject to IFG verifying the claim to store credit against the records of AFL.
Australian Fashion Labels Gift Cards:
The old owner of BNKR, Australian Fashion Labels Pty Ltd (AFL) has recently gone bankrupt (into liquidation). Unfortunately, this means that customers holding AFL gift cards are now unsecured creditors, unlikely to have any claim against AFL. While International Fashion Group Pty Ltd (IFG) is not related to AFL, and has no obligation to accept AFL gift cards, please contact Customer Care if you have an AFL gift card and we will be happy to discuss whether some alternative form of discount or voucher can be provided. We make no promises that any such offer will be made, but we would be happy to discuss further as a gesture of goodwill.
I placed an order after the appointment of voluntary administration, January 6, 2021, and never received the items or a refund for them.
All of the funds that were collected from orders placed after voluntary administration were held in an account that was frozen by the administrators. Now that the voluntary administration process has ended, the funds have been released and should be appearing in your bank account within 7-10 business days. If you are still interested in placing a new order for the items you did not receive, you may do so at any time.
What does this mean for the store credit balance my account held prior to 2021?
All store credit balances that were active prior to our voluntary administration will be honored in their full amount, and should be active in your account at this time. If you do not see your prior balance, please contact firstname.lastname@example.org. Please note that store credit is not applicable to Sample Sale promotions, but can otherwise be applied to full priced or sale items.
Why didn’t we receive more communication as this was unfolding?
As a result of the voluntary administration, all employee positions were immediately put on hiatus, preventing them from offering continued communication about the process. We apologise for any inconvenience that this may have caused, but we are thrilled to be back and thank you for your loyalty and patience.
Why was your website, advertising or email marketing still active in the interim?
The goal of the voluntary administration process was always to be able to keep BNKR afloat, and to resume business as usual as soon as possible, so we did not turn the lights off. Upon appointment of administration, key functions had to cease including finalising web orders, planned social media and advertising. We apologise for any inconvenience called.
We completely understand and would love to hear from you. We have resumed communication from our email@example.com email address, if you would like to submit inquiries accordingly. If it is in regards to a specific order, please include your BNKR order number. Please be advised that initial delays may be experienced as we triage cases.
I’m so happy you are back! Is it safe to place an order now?
Yes, absolutely! We look forward to dispatching your orders placed after Tuesday, February 23rd with the typical order cadence you enjoyed prior to this situation. Thank you for your continued loyalty and patience.