Culture

BNKR is BACK!

Posted on Mar 3rd 2021

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Hi there.


We know you haven’t seen our face around here in a while, but we are back and excited as ever to connect again with our customers.


As we’re all aware, the global pandemic has sadly devastated lives and livelihoods and the lifestyle we all knew and enjoyed prior to the arrival of COVID-19 has certainly changed. As you are aware, at BNKR, we were hit too, and our in-house brands Keepsake the Label, C/MEO Collective, Finders Keepers the Label, the Fifth Label fell victim to the impact as well.


You likely saw the news last month about our appointment to voluntary administration. ICYMI, and in case you don’t speak the language of Aussie finance, that’s basically when a company’s operations are examined by a third-party financial services team, in order to help the business
find solutions for a better path forward. We are happy to announce that as of today, we have exited the administration process, and are back in full form.


The downside? In our mandated pause to the business while this unfolded, we know we left you hanging. And we are so, so sorry about this. We ask that you accept our sincerest apologies as we work to make things right under the new company ownership.


The upside? We are now resourced better than ever, with the desire to not only make things right, but to usher in a new era of BNKR, with a continued customer-first approach and best-in-class service, plus the same amazing Aussie fashions and fresh weekly arrivals you’ve always relied on us for.


A brand new Customer Care team has now been assigned to the new BNKR, and is actively working through the emails that were sent to our support@bnkr-store.com in the order in which they were received. We ask for your patience as we work around the clock to complete this as quickly as possible while also providing personalised, custom care for each and every issue.


While you wait for our team to resolve your case personally, below, we have provided a summary of some of the main concerns we have received in regards to how our customers were unfortunately impacted, to shed some light in the immediate term. While this is a generic guide, we understand that there might be some cases that will not be resolved by this initial information. As we respond to each individual case, your final outcome will be communicated to you via support@bnkr-store.com. If you have not heard from us within 14 days, please send a
follow-up communication to support@bnkr-store.com.


In the meantime, we hope we can count on you to help us usher in this new era, and continue the journey with us. Cheers to looking forward and good times ahead.


Best Regards,
BNKR

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':

 

AUSTRALIA

BNKR RETURNS
Level 1, 233 North Terrace,

Adelaide, SA , 5000

 

USA

BNKR RETURNS

Emeristar

307, Figueroa Street,

Wilmington, CA, 90744

 

UK

BNKR RETURNS

Tigers Global Logistics

Unit A1 Dolphin Way,

Purfleet, Essex RM19 4NZ

 

CHINA

BNKR RETURNS

HoWang Wong

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 support@bnkr-store.com. 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.

I still have questions.

We completely understand and would love to hear from you. We have resumed communication from our support@bnkr-store.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.