Our priority is to promptly handle all orders and if properly filled and paid for they are processed within two working days.
Please note that actual shipping times depend on the destination and start from the moment the package is handed over to the courier.
All documents relating to the order and shipping are included in the package itself. In the event that the Customer wishes a digital copy, it is possible to request it from our customer service at help@bernardellistores.it.
To request an invoice for orders placed for Italy, please indicate in the notes field when ordering, providing your tax code and SDI recipient code.
Shipping times and related services
Our shipping service is open from Monday to Friday from 09:00 to 17:30 excluding Saturday, Sunday and national holidays. Orders placed on Friday, after 10:00 am, will be processed the following Monday. In case of urgent requests, please report the various needs to our customer service help@bernardellistores.it and we will do everything possible to process customer requests.
We remind you that during periods of maximum order flow there may be delays regarding regular indications and processing times may extend.
We rely on GLS couriers for national shipments in Italy and DHL for Express and Worldwide shipments.
We offer Express services which have timings strictly proportional to the destination of the order.
In the event of problems with the courier selected during the order phase by the Customer himself, such as courier disservices, natural events or catastrophes, terrorist acts, strikes, network malfunctions and/or blackouts, Bernardelli reserves the right to contact the contact details provided by the Customer in so as to process the order as quickly as possible, these cases will not be attributable to a Bernardelli disservice but due to force majeure.
All Bernardelli shipments are covered by insurance against theft and/or accidental damage. The insurance remains valid until the moment of delivery of the goods to the end customer and/or until delivery agreements are reached between the courier and the customer.
Bernardelli offers its customers a shipping service that can be tracked at any time, thanks to the service made available by all the shippers we rely on. The Customer will receive an email confirming the shipment of the goods with the tracking number provided by the shipper himself, which will allow him to check the progress of his shipment at any time.
Delivery times are affected by the destination areas of the products:
• Italy (DDP): delivery is approximately expected within two working days of shipment. Consider an extra working day for islands and areas that are difficult to reach.
• European EU countries (DDP): delivery is approximately expected within three working days of shipment.
• Rest of the World (DDU): delivery is approximately expected within 4/5 working days of shipment.
In any case, the Customer will be able to monitor the shipment on the official websites of the couriers:
GLS https://www.gls-italy.com/it/servizi-per-destinatari/ricerca-spediti/
DHL https://www.dhl.it/it/express/ricerca/monitorare_speditizione.html
Shipments can be DDP (Delivery Duty Pay) or DDU (Delivery Duty Unpaid), depending on the shipping address.
DDP (Delivery Duty Pay) shipments are made to EU countries (Austria, Belgium, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal , Czech Republic, Slovakia, Slovenia, Spain, Sweden and Hungary) where no Duties and Import costs are incurred and VAT is regularly registered in the Customer's country of destination.
DDU (Delivery Duty Unpaid) shipping is for non-EU or non-Schengen countries, not subject to the payment of VAT/TVA on the purchase price. Customs charges for customs clearance of the order are borne by the customer and are not included in the final price.
Delivery Conditions
Any dispute regarding damage and/or missing items must be sent to help@bernardellistores.it within a maximum of 72 hours from the delivery date shown on the courier's website, under penalty of non-acceptance.
Once the goods have been delivered, it is up to the Customer to carefully inspect the package before signing the delivery document. If the package is tampered with or not intact, the Customer can sign the delivery document with reservation or refuse the delivery.
Any anomalies must be promptly reported to the local shipping agent's office and to Bernardelli, by sending an email to our customer service, help@bernardellistores.it.
In the event of a tampered package, if the Customer does not sign the receipt with reservation, the shipment is considered automatically accepted and any complaints will not be accepted.
If the Customer refuses to deliver the goods, any shipping costs and customs duties necessary for returning the package to Bernardelli will be deducted from the refund due to the Customer. If for any reason the shipment is not delivered to the address provided by the Customer at the time of registration, the package will be returned to the Bernardelli Logistics office at the Customer's expense,both shipping and any additional customs duties and miscellaneous customs charges. In this case, Bernardelli will be responsible for deducting this amount from any refund due to the Customer.
Bernardelli would like to underline that in the case of shipment in DDU mode, customs duties and various customs expenses will be borne by the customer.
In the event that the Customer decides not to pay these costs, Bernardelli will be authorized to deduct from the value of the return the costs incurred in Customs Duties, Various Customs Charges and Shipping Costs for returning the goods to the company.
The State, the billing address and the shipping address that the Customer reports during the order phase must be correct, in the event of an error the Customer must promptly communicate the problem to Bernardelli via email at help@bernardellistores.it correct it as soon as possible.
Bernardelli reserves the right to cancel and cancel orders if the Customer enters a different country than the address indicated in the order or gender anomalies.