Delivery & Returns
Hi! Team BERNADETTE will be happy to help you.
Email us at firstname.lastname@example.org with all your questions.
We will get back to you as soon as we can.
BERNADETTE offers standard delivery worldwide, with the exception of Afghanistan, Africa (except from 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.
Before placing an order, please read below information carefully.
When will my order be shipped?
We process orders within 1-2 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 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.
What are the shipping charges?
BERNADETTE offers free standard delivery on orders above €500. For orders below this amount, BERNADETTE offers standard delivery for €10 and €20 for ready-to-wear and ceramic orders respectively.
Note that all prices are stated in EUR. There will be no additional taxes nor custom duties for articles shipped to countries within the European Union.
For shipment outside of the European Union, all additional taxes and custom duties should be taken care of by you upon delivery of the order. We recommend contacting your local customs office for information regarding these costs. The price associated with duties and taxes vary from country to country.
Should BERNADETTE mistakenly be invoiced directly for any duties or fees from the shipping company after delivery, we will email an invoice for the balance due.
If additional taxes and custom duties were refused to be paid by the customer, these costs will get charged upon return and reimbursement of the initial purchase amount. In this case, shipping costs will be held from the initial purchase amount even if free standard delivery was applicable.
Note that 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.
An additional administration fee of approximately €40 may be charged by the delivery company for orders that get returned from outside the EU.
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 email@example.com and we will take a look what we can do for you.
Returns & Exchanges
Can I return or exchange my order?
All unworn items may be returned or exchanged within 14 calendar days of you receiving your order. 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, email address the order was made with & your request. Upon receipt of your request, we will send you the return label.
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 refund.
When making a return, the shipping costs of both the return shipment and the initial shipping fee (being €10 for ready-to-wear or €20 for ceramic orders) will be held from the reimbursement of your initial purchase amount. This also applies to orders above €500, for which free standard delivery was offered. Hence, the cost of the initial shipment will be charged in any case.
Can I ask for a refund?
As a condition for refund, the returned item(s) will undergo a quality control check. The item(s) should be returned new, unused, unwashed, and with all original BERNADETTE tags attached. Returns that have been worn, damaged, washed and altered will not be accepted or refunded and may be sent back to you at your expense.
Once approved, please allow 5-10 business days for your refund to be processed and another 5-10 days for the bank to post the refund to your account used for the purchase. BERNADETTE only credits the card used for the purchase to limit the use of stolen credit cards.
Can I get a refund on pre-ordered items?
Pre-ordered items can be refunded within 14 days of physically receiving the item. If a refund is requested for an item that has been pre-ordered, the buyer has to wait until the item is shipped to the address given at checkout. If the item gets returned to BERNADETTE, a refund will be issued on the payment method used at checkout. Please, return to our general return policy for more information on returns.