FAQ


We at Bon Trading Co would like our customers to be able to shop with us easily and to provide the best possible customer service. Most of your questions are easily answered by clicking on and following the links below:

Please select the subject below and click for more information:

How can I pay?

You can use any of the cards listed below to pay for your order. Your details are safe with us as we take security very seriously indeed.
We also take fraud very seriously so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

paypal icon

Do I have to create an account to shop with you?

Yes, but it’s simple to do and allows you to order easily without having to fill in your details every time you shop with us.
You will also receive benefits such as order tracking, regular newsletters, and special offers.
You can join now, or you can start shopping straight away and set up your account when you check out – whichever suits you best.
Just follow the easy steps on screen and remember to have your payment and address details to hand.

How do I change details on my account?

You can log into your account anytime. Once you are logged in you can change your:

  • Password
  • Email address
  • Delivery address

It’s worth checking every once in a while just to make sure we have the right details for you.

Can I contact you if I am not the account holder?

We’re happy to hear from anyone who has a general query about shopping with Bon Trading Co, however if you are contacting us about an order or an account then you do need to be the account holder.
We also ask that you use the email address that you registered with us so we can verify your details.

VAT, GST & Customs duty

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
We cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
For Australian customers GST is included in the price.

What currencies can I use?

All our prices are in Australian Dollars. The invoices are in Australian dollars. You can estimate the cost in the currencies in the drop down box,  there may be a small difference between the exchange rate used on the site and the exchange rate used by Paypal.

Can I change or cancel my order?

You may be able to amend or cancel your order within one hour after your purchase. Please contact us on +61 (0)2 9331 2007.

My order has not arrived yet

If your order has not arrived by the estimated delivery date, we’re here to help. Before getting in contact with us, have you tried:

  • Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.
  • Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
  • Checking with your neighbours to see if they have accepted the parcel on your behalf.
  • Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can’t find your parcel, please email us using the contact us form and quote your order number. We’ll reply within twenty four hours and do our best to locate your parcel straightaway.

I have received a faulty item

We want to sort out any issues with faulty items straightaway.
As soon as you discover a fault, please contact our Customer Service team with the order number, the faulty item’s name and number, and a description of the fault.
We’ll get back to you within 24 hours and send you a replacement item as quickly as we can.

I have received an incorrect item in my order

We want to sort out any issues with incorrect items straightaway.
Please contact our Customer Service team with the order number and the incorrect item’s name and number.
We’ll get back to you within 24 hours and try to resolve it for you as quickly as we can.

An item is missing from my order

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
  • If an item is missing, please contact our Customer Service team with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

The Sheen Flame Gun Warranty Policy

The Sheen Flame Gun is manufactured in England and tested before it sent to our customers. We are confident that it is in good working condition, however if it is not we will do our best to rectify and satisfy you our customer.

Period of warranty

6 months

What is covered by the warranty?

The whole of the non detachable parts of the Sheen Flame Gun are covered by the warranty.

What is not covered by the warranty?

The following parts and service repairs are not included in the warranty:
All of the above parts and components are replaceable. Bon Trading Co will replace parts and service the Sheen Flame Gun for a quoted fee.

How do you activate your warranty?

Please contact Bon Trading Co customer service
Please ensure the following:

  • You provide proof of purchase.
  • Pack the Sheen Flame Gun for safe delivery to Bon Trading Co.
  • Please include all components from the original purchase.
  • You are required to pay for freight and insurance for delivery to Bon Trading Co

If the Sheen Flame Gun is found to be in proper working order by the Bon Trading Co, you may be charged an administrative fee and delivery and handling costs for returning the product to you.

Limitation of warranty

Claims under the warranty are limited to the repair and replacement of the Sheen Flame Gun provided that you notify Bon Trading Co of the defect or fault as soon as you become aware of it.
The warranty applies for domestic use of the machine and when used in accordance with the instruction manual.

Invalidation of the warranty

Non-domestic household use will void the warranty.
Second hand Sheen Flame Guns are not covered by the warranty.
Warranty does not cover defects caused by accident, improper operation, lack of reasonable care, pest infestation, unauthorized modification, loss of parts, tampering or attempted repair by a person other than by Bon Trading Co.

Governing Law

The Sheen Flame Gun is sold under the laws of the state of New South Wales, Australia which laws shall govern any claim or dispute in connection with the Sheen Flame Gun.

I am having problems accessing your website

We suggest that you have the latest version of web browsers e.g. Internet Explorer, Firefox, Safari etc.
If you’re still having problems, contact our Customer Service Team and include:

  • As much detail as you can about the issue
  • Screen shots of any error message you get
  • Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
  • What you have done so far to try to resolve it

I cant sign into my account

You must sign into your account before you can shop with us or if you want to see or track your orders.
If you receive a message that says your email address/password isn’t recognised, follow the steps below:

  • Make sure you are using the same email address and password you registered with.
  • If you can’t remember your password, click on the ‘forgotten password’ link on the sign in page and type in your email address. We’ll then email you a password reminder.
  • If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.
  • If after this you still can’t sign in, contact our Customer Service Team giving as much detail as you can about the issue including screen shotsof any error message you get and what you’ve done so far to try to resolve it.

I don’t seem to be receiving my emails/newsletters from you

After you sign up and place an order, you should receive a variety of emails from us, which include Bon Trading Co newsletters, Order and Return Confirmation emails and any responses from our Customer Service team.
There may be a number of reasons you’re not getting these from us.
Your email software may be marking our emails as junk mail. To stop this from happening, please add ‘info@flameguns.com.au‘ to your email address book.
Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.
If after this you are still having trouble, contact our Customer Service Team giving as much detail as you can about the issue and we will try our best to help.

How does your delivery service work?

We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion and we use Australia Post and its agents to deliver goods from Bon Trading Co to all over the world.
If you are ordering for delivery outside of the Australia, we suggest you have goods delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, and may require a signature on receipt.
You can review our delivery options in more detail so you choose the one that best suits what you need.
To enable us to provide you with the best possible delivery experience , we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates via SMS (Text) and or E-mail.

Can I choose a specific delivery time or day?

Its not possible to give a specific delivery time.

Do you deliver to work addresses?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

Do you deliver to PO Box addresses?

We are able to deliver to PO Box addresses in the US, Australia, Cyprus and United Arab Emirates for those customers who have selected ‘Standard Delivery only’.
Outside of these countries, we can deliver to your permanent residential address or your place of employment.
If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods.

Can I track my order?

The Sheen Flame Gun orders are trackable so you can follow its journey to you. You’ll receive a confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

What happens if I am not in when my order arrives?

Someone needs to be in when your parcel is due to be delivered as we may need a signature. Don’t worry if you aren’t as our carrier usually tries to deliver more than once. Alternatively they will leave a card confirming they have either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

My order has not arrived yet.

If your order has not arrived by the estimated delivery date, we’re here to help. Before getting in contact with us, have you tried:

  • Signing into My Account to check we have the correct delivery address for your order and your contact details are up to date.
  • Checking if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
  • Checking with your neighbours to see if they have accepted the parcel on your behalf.
  • Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can’t find your parcel, please email us using the contact us form and quote your order number. We’ll reply within four hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.

Can I amend my delivery address

You may be able to amend your order delivery address prior to shipment. Please contact us on +61 (0)2 9331 2007.

Will I be charged customs and import duties?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
For Australian customers GST is included in the price.

When can you return?

If goods purchased from us are:

  • Faulty or damaged when received
  • Do not match the description of the goods purchased
  • Do no do what they are supposed to do.

If the goods match the above you must return the goods within 14 days of receipt of the goods.

When can you not return

  • After 14 days from date of receipt of goods.
  • Goods are damaged after you have received them.
  • Goods are damaged as a result of improper use.

What is your remedy?

We will repair, replace or refund faulty goods that are in accord with this Bon Trading Co returns policy.

Procedure for return of goods

  • Contact Bon Trading Co Customer Service by email on info@flameguns.com.au or call +61 (0)2 9331 2007 , we will discuss the problem and provide you with detailed instructions.
  • Provide proof of purchase.
  • Goods must be returned in the original packaging including all accessories and parts and in the same condition as received by the purchaser, within 14 days of receipt of goods.
  • The purchaser of the goods is responsible for shipping costs for return of the goods, we will refund the purchasers reasonable freight costs where the returned goods are verified by Bon Trading Co to be a valid return under the terms of this Bon Trading Co returns policy.
  • The goods are your own responsibility until it reaches us, there fore we recommend that that the returned goods are insured for the purchase price, in the event that the goods are lost in transit. We do not accept responsibility for goods lost in transit.

Customer service team

We aim to making shopping with Bon Trading Co easy and simple, but we know that you may have some questions so we’ve developed our FAQ’s area to help.
Hopefully, you will find the answers you are looking for. However, if you need to contact us, we’re here and you can email us via ‘Contact Us’.
We’ll let you know your query has been received, and will get back to you with an answer within 24 hours.
Be sure to include as much information as possible in your email so we can investigate and get back to you quickly.

Press and media relations

For all press and media relations enquires, please contact the PR team using info@flameguns.com.au
For any advertising or promotional opportunities please email info@flameguns.com.au