Returns and Refunds
Can I return my order?
All unworn items, except for discounted archive pieces, may be returned or exchanged. For returns outside the EU, kindly note that if you return goods for a value of more than €2.000/2100 USD, the import duties that we paid for the returned goods will be deducted from your refund.
If you want to return or exchange an item, please email sales@bernadetteantwerp.com 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 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.
Returns must be made from the location the parcel was originally sent to. If your order returns from a different location other than the initial shipping location, e-mail sales@bernadetteantwerp.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 sales@bernadetteantwerp.com.
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.
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 sales@bernadetteantwerp.com and our customer service team will assist you the best way possible.
Can I ask for a refund?
All successfully returned items will be credited to the original payment method used to purchase the items. The original shipping charges will not be refunded. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
In order for the customer service to accept the return, the product(s) 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. Please note that all accessories (gifts that were included with your order, fabric covered boxes, silk dust bags, etc.) must be returned, if not we will have to deduct a flat fee of 10 EUR from your refund. 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.
We reserve the right to refuse a refund if the product shows signs of wear or has been altered from its original condition in any way, in this instance, you may choose to have the item(s) sent back to you at your own expense.
The customer must not have to justify the reasons or pay penalties, with the exception of return costs and all potential customs duties.
For all questions regarding returns and exchanges, please get in touch with sales@bernadetteantwerp.com.
What are the return charges?
You are responsible for the return cost of shipping and all other expenses. Hence, besides non-refundable shipping costs on the initial shipment, all other shipping fees associated with making returns will be deducted from your refund.
When making a return, the cost that will be held from your reimbursement is based on your destination:
Belgium: €15
EU: €20
Outside the EU: €85
For returns coming from outside the EU, you will be charged for a return shipping cost of €40 and a DHL Express' additional administrative flat fee of 45€. In order to provide a satisfying experience, BERNADETTE offers this flat fee of €85 for US return in store credit to be used during a window of 1 year.
Note that, for returns over 2000 EUR/2100 USD, the paid import duties of the returned goods above this amount will also be deducted from your refund. For inquiries, please contact sales@bernadetteantwerp.com.
What key factors should I consider when returning an order from the U.S.?
When returning a parcel from the U.S. to BERNADETTE CBP regulations require the returning customer to provide a valid identification number, which 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 is not responsible for any shippings-related costs, including shipping fees, customs handling fees, or storage costs if the parcel is held at customs. Any 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 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.
Can I get a refund on archive pieces?
Archive pieces are final sale pieces with a reduced price and therefore are not eligible for return.