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Delivery & Returns

Hi! Team BERNADETTE will be happy to help you.
Email us at sales@bernadetteantwerp.com with all your questions.
We will get back to you as soon as we can.

Shipping

BERNADETTE offers standard delivery worldwide, with the exception of Afghanistan, Africa (except South-Africa), Albania, Angola, Bolivia, Bosnia, Burma, Cambodia, Central and South-America, Congo, Georgia, CIS (except the European part of Russia), Haiti, Iran, Iraq, Ivory Coast, Laos, Lebanon, Lebanon, Liberia, Libya, Myanmar, Mexico, Montenegro, Nigeria, North Korea, Paraguay, Somalia, Syria, Turkmenistan, Zimbabwe, Russia, Ukraine, and Yemen.

All orders outside the EU are shipped with DHL Express. Orders in the EU are shipped with DPD.

Please read the below information carefully before placing an order.

When will my order be shipped?

We process orders within 1-5 business days after placing the order. Once processed, you will receive an email with your tracking information. It may take up to 24 hours for the tracking information to be updated.

Upon receipt of your payment, orders are ready for dispatch – at the latest – one business day after. Please note orders are not processed or shipped over the weekend or during Belgian holidays.

When will my order arrive?

Orders are shipped with different carriers depending on the shipping country. For European orders, please allow 1 to 7 working days for delivery after receiving your shipment email, whereas for intercontinental orders, please allow 3 to 14 working days.

Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or stock availability and/or customs delays.

How do pre-orders work?

BERNADETTE wants its customers to get the chance to advance reserve all the pieces from the new collection that is presented. BERNADETTE launched pre-orders to make the entire collection available to all its customers, in every size. This way, BERNADETTE can guarantee their clients that their desired pieces will be stocked and available for shipping at the time of the launch.

Pre-orders can be placed during the period the collection is being presented to the world and will ship out on the mentioned date at checkout.

When placing a pre-order, a deposit of 50% will charge at checkout. The second deposit of 50% is due when the ordered pieces are ready to ship. BERNADETTE will reach out to the customers who placed a pre-order with the balance due. Once BERNADETTE has received the complete order price, the pre-ordered items will ship out firstly.

All pre-ordered items will ship to the address provided by the customer at checkout.

If you have any questions regarding pre-orders and the deposit terms, don't hesitate to reach out to sales@bernadetteantwerp.com with all your inquiries.

What are the shipping charges?

BERNADETTE offers free express delivery on ready-to-wear orders above €750. For orders below this amount, BERNADETTE offers standard delivery for €20 and €25 for ready-to-wear and ceramic orders respectively.

Note that all prices are stated in EUR. There will be no additional taxes or customs duties for articles shipped to countries within the European Union. 

All ready-to-wear orders shipping outside the European Union are shipped DDP - Delivered Duty Paid. "Delivered Duty Paid" means that all orders outside the EU are shipped cleared from import, meaning that BERNADETTE will pay for the import duties upon arrival of the order at the destination country. 

Orders that are shipped DDP, must be ordered in the local currency of the shipping country provided at checkout. If an order was paid for in another currency than the currency of the residing country, the order will be shipped DAP. Meaning that BERNADETTE is not responsible for any duties or import taxes upon arrival of the parcel at the destination country. Any import duties charged for parcels paid for in another currency than the currency of the residing country should be taken care of by you upon arrival of the order at the destination country. 

Please note that all orders below €750 and all ceramics orders are shipped DDU - Delivery Duty Unpaid. Customs, duties, and taxes are not included in the item price or shipping cost. When you place an international order, you agree to pay any applicable customs, duties, or taxes imposed by your country.

Unfortunately, we cannot calculate these charges prior to your order being placed and are unable to cover them for customers. Any applicable fees will be collected from you by the carrier upon delivery. If duties and taxes are not paid for by the customer and there is a refusal upon delivery, customers will not be reimbursed for their order.

Should BERNADETTE mistakenly be invoiced directly for any additional duties or fees from the shipping company after delivery, we will email an invoice for the balance due.

BERNADETTE cannot be held responsible for any action and/or costs and/or taxes and/or delays due to customs over which it has no control. 

The above shipping terms are effective on orders placed as of February 7, 2022. 

What if I need to change or cancel my order?

Unfortunately, once an order is placed, we can no longer make changes. Please email us at sales@bernadetteantwerp.com and we will take a look at what we can do for you.

Returns & Exchanges

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 sales@bernadetteantwerp.com with the following information: order number, name on the order, email address the order was made with & your request. Upon receipt of your request, we will send you the return label.

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.

Any claim regarding product delivery must be submitted within 14 calendar days following receipt 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 shall 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).

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 label 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. 

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.

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.

What are the return charges?

You are responsible for the return cost of shipping and all other expenses. Shipping fees associated with making returns are thus the responsibility of you and will be deducted from your store credit.

When making a return, the shipping costs of both the return shipment and the initial shipping fee (being €20 for ready-to-wear or €25 for ceramic orders) will be held from the reimbursement of your initial purchase amount. This also applies to orders above €750, for which free standard delivery was offered. Hence, the cost of the initial shipment will be charged in any case.

Note that an additional fee of €39 may be charged by the shipping company when returning a shipment from outside the EU. 

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.

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.

This includes all packaging, accessories, authenticity cards, and dust bags.

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.

For all questions regarding returns and exchanges, please contact sales@bernadetteantwerp.com 

Can I get a refund on pre-ordered items?

Pre-ordered items cannot be returned as they are custom-made.