Return & Exchange Policy
Can I return or exchange my order?
All unworn items, except discounted archive pieces, may be returned or exchanged. If you want to return or exchange an item, please email firstname.lastname@example.org with the following information:
- Order number
- Name on the order
- The email address the order was made with
- Reason for return
Upon receipt of your request, we will send you the return label.
Kindly note that orders to Australia and New Zealand are not eligible for returns or exchanges.
BERNADETTE has a 14-day return policy: you have 14 calendar days from when your order is delivered to ship/postmark it back to our return center for a refund or exchange. Kindly note that if the order is not shipped 5 days after receiving the return shipping label, the order will not be accepted as a return.
Only one return label can be provided per order, multiple labels for shipments departing from different locations are allowed. The return label provided must depart from the initial shipping address. If your order returns from a different location other than the initial shipping location, e-mail email@example.com as additional fees may be applicable.
Any claim regarding product delivery must be submitted within 5 calendar days following delivery of the product(s). They must be sent in their original condition (packaging, accessories, tag, etc.). If you need any further information, you can send an email to firstname.lastname@example.org.
Any parcel returned after the prescribed timeframe will be refused and returned to the sender. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. The sender bears the costs and risks pertaining to the return of product(s). No returns with a shipping label other than the one provided by our customer service team will be accepted and shall be refused upon arrival.
In order for the customer service to accept the return, the product(s) must be returned in perfect condition and in its original packing, undamaged, with its labels and tags attached, not worn, accompanied by all of its accessories, and a copy of the purchase invoice. When a returned product has marks of wear, BERNADETTE cannot accept these item(s) as a return and will ship the product(s) back to the customer.
All products must be returned in an unworn, unwashed, and intact state, with all protective materials in place, as well as all attached BERNADETTE tags and packing add-ons. This includes all packaging, accessories, authenticity cards, dust bags, etc.
The customer must not have to justify the reasons or pay penalties, with the exception of return costs and all potential customs duties.
BERNADETTE cannot be held responsible in the event of loss, theft, or damage to the parcel. Parcels for which the customer’s identification (surname, first name, address, and return code) is not possible shall be refused.
On receipt of the product(s) returned by the customer, our customer service will send a confirmation of receipt of the product by e-mail.
If you are experiencing any difficulties with returning, please e-mail email@example.com and our customer service team will assist you the best way possible.
How to exchange an item?
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.
Please note that we cannot accept a return before delivery has taken place.
Can I return pre-ordered items?
Pre-ordered items cannot be returned as they are custom-made.