Returns and Refunds

Can I return my order?

Please note that orders shipped to New Zealand are not eligible for returns or exchanges. For all other orders, unworn items, except for discounted archive pieces, may be returned or exchanged. 

To initiate a return or exchange, please email sales@bernadetteantwerp.com
with the following details:

  • Order number
  • Name on the order
  • The email address the order was made with
  • Reason for return

Note that returns must be made from the same location the parcel was originally sent to. If a return is made from a different location, please email sales@bernadetteantwerp.com, as additional fees may apply.

Once we receive your request, we will provide a return label and instructions for sending back your item. BERNADETTE only accepts returns using the provided return label.

Once handed over to the courier, the responsibility of the parcel lies with the courier company. BERNADETTE cannot be held responsible in the event of loss, theft, or damage to the parcel.

Upon receipt of the returned product(s), our customer service team will send a confirmation email acknowledging receipt. 

BERNADETTE offers a 14-day return policy. You have 14 calendar days from the date your order is delivered to ship it back to our return center for a refund or exchange. Please note that if the order is not shipped within 5 days of receiving the return shipping label, the return will not be accepted.

Any claims regarding product delivery must be submitted within 3 calendar days following delivery.

Items must be returned in their original condition, including packaging, accessories, tags, and any other components. Parcels returned after the prescribed timeframe will be refused and sent back to the sender. Returns sent as cash on delivery will not be accepted, and the sender bears all costs and risks associated with the return. Only parcels returned using the return label provided by BERNADETTE will be accepted ; any other labels will result in the parcel being refused upon arrival. 

Can I ask for a refund?

For a return to be accepted, items must be unworn, unwashed, and intact.

All accepted returned items will be credited to the original payment method used for the purchase. Original shipping charges will not be refunded. Please note that refunds may take up to 10 working days to appear in your account, depending on processing times of your payment provider.

All returned items must include all protective materials, attached BERNADETTE tags, and packing add-ons. Additionally, any accessories (such as gifts included with your order, fabric-covered boxes, silk dust bags, etc.) must be returned. If any accessories are missing, a flat fee of €10 will be deducted from your refund. 

Items showing signs of wear or alterations from their original condition will not be accepted and will be returned to the customer at their expense. BERNADETTE reserves the right to refuse a refund in such cases, although the customer may choose to have the items returned instead.

Customers are not required to justify their return, and no penalties will apply, except for return shipping costs and any applicable customs duties. 

What are the return charges?

Customers are responsible for the return shipping costs, and will be deducted from your refund.

Return shipping costs are calculated based on your location:
Belgium: €15
EU countries: €20
US: €40
Outside the EU (except US): €85. This includes a €40 return shipping cost plus a DHL Express administrative flat fee of €45.

In order to provide a satisfying experience, BERNADETTE offers the return costs in store credit to be used during a window of 1 year.

What special requirements should I consider when shipping to the United States?

When returning a parcel from the United States to BERNADETTE, U.S. Customs and Border Protection (CBP) regulations require the returning customer to provide a valid identification number. This can be either a Federal Identification Number (EIN) issued by the Internal Revenue Service (IRS) or a Social Security Number (SSN) for individuals.

If the returning customer refuses to provide the required identification number, BERNADETTE cannot be held responsible for any shipping-related costs. This includes shipping fees, customs handling fees, or storage costs if the parcel is held at customs. Any such costs incurred will be deducted from the refund once the parcel is returned from customs. 

How to exchange an item? 

If you would like to exchange an item, you must first return the original item and then place a new order. Refunds for the original item will be processed in accordance with our standard Returns Policy. Please note that returns cannot be accepted before the item has been delivered. 

Can I return pre-ordered items?

Pre-ordered items are custom-made and therefore cannot be returned.

Can I get a refund on archive pieces?

Archive pieces are final sale items sold at a reduced price and are not eligible for return.

If you encounter any difficulties with returning an item, please contact sales@bernadetteantwerp.com. Our customer service team will assist you as efficiently as possible.