Your Questions, Answered

  • If the listing user declines your request — or doesn’t respond within 48 hours — the request expires automatically.

    ✔ your BONNEE Swap Coin is returned
    ✔ any fees and shipping costs are refunded
    ✔ no value is lost

  • Once accepted, the swapper has 5 days to ship.

    If they don’t ship within that timeframe:

    ✔ the transaction is cancelled
    ✔ your Swap Coin is returned
    ✔ fees and shipping are refunded

  • You earn a Swap Coin when your item is approved.

    Coins are tiered:

    • Silver → everyday favorites

    • Gold → premium pieces

    • Platinum → designer & high-value items

    You can swap within your tier or upgrade to claim higher-tier items.

  • Yes. If you love something in a higher tier, you can upgrade at checkout.

    Example:
    Use a Silver coin + $9.99 → claim a Gold item.

    Upgrade options appear automatically.

  • Swap Coins may expire after a period of inactivity. You’ll receive reminders before expiration so you have time to use them.

  • Every swap is BONNEE-Backed.

    The fee helps:

    ✔ verify listings and maintain quality
    ✔ keep the platform secure and scam-free
    ✔ support dispute resolution and customer care
    ✔ keep the Swap Coin system fair and balanced

    This helps ensure swaps happen with confidence.

  • The user requesting the item pays shipping at checkout.

    Swappers are responsible for shipping the item securely and on time. (Don’t worry, we’ll send them a prepaid shipping label.)

  • If your item arrives significantly not as described, damaged beyond disclosed wear, or incorrect, you can submit a dispute within 5 days of delivery.

    BONNEE reviews each case and determines a fair resolution. Email us at here4you@bonnee.co.

  • Items must be:

    ✔ clean and wearable
    ✔ free of stains, odors, or damage
    ✔ accurately described
    ✔ authentic

    Items in poor condition or prohibited items are not allowed.

    👉 See Prohibited Items Policy here.

  • Items may be declined if they:

    • don’t meet condition standards

    • come from banned brands

    • fall outside accepted categories

    • violate platform guidelines

    You’ll receive a notification explaining why.

  • BONNEE uses moderation tools, fraud monitoring, and community guidelines to maintain a safe, respectful environment.

    👉 Read Trust & Safety guidelines here.