Shipping, Returns and Refunds
PURCHASE RETURNS
Bernardelli wishes to ensure complete satisfaction of its customers also by offering the opportunity to return one or more ordered items and receive a refund equal to the price of the returned items. The return of the goods are at the expense and under the responsibility of the Customer, who shall send an email return request within 72 working hours after the delivery date, only if the goods are intact, undamaged, not used or never worn. Bernardelli has the right to ask the Customer for pictures of the items wished to be returned. Once return has been authorized, the customer must use an express delivery service, since the package needs to reach Bernardelli Stores’ headquarters within 14 working days. Failure to meet these requirements will result in delivery refusal and the parcel will be returned to the sender.
CONDITIONS OF RETURN
To return one or more items to Bernardelli, the Customer is required to comply with the terms stated below:
A) - All items available for purchase on Bernardelli’s website are delivered with a label of authenticity attached to the garment using a disposable safety seal bearing Bernardelli’s logo. The clothing must be tried for size without removing said label and without damaging the seal. Returns will be accepted only if the safety seal, which may be a plastic seal on wire or in the case of some shoes, a label placed on the sole, is found perfectly intact. Bernardelli Stores will in no case accept returns where the safety seal is found chipped, broken, cut, removed or tampered with.
B) - Items that present any sign of use, wear, ironing, washing or handling will not be accepted and will be returned to the Customer.
C) - The items need to be returned under the same conditions in which they were shipped to the Customer and must be wrapped and packaged properly.
D) - All other labels and tags present on the item, both fabric labels or swing-tags, must be found intact and must never be removed from the article.
E) - The goods to be returned shall be delivered within and no later than 14 working days from the day the return authorization is issued.
F) - If the Customer wishes to make a size, colour or item change, they must carry out the “Return or Exchange Procedure” explained below, and place a new order on Bernardelli’s website
G) - We do not accept returns or exchanges for articles that have Launch Dates and/or items that are part of Capsule Collections.
H) - Any item defect of conformity existing at the time of delivery must be reported within 72 hours of receipt of order.
Bernardelli reserves the right not to accept returned items and return them to the sender at the expense of the latter.
RETURN OR EXCHANGE PROCEDURE
A) - To ask for a Return Authorization, the Client must send an email to the address help@bernardellistores.it within 72 working hours of receipt of the goods. The email shall include Order Number and Code(s) of the Item(s). Once the request is sent, Bernardelli’s Customer Service will provide the Customer with a written Return Authorization and a set of instructions to follow.
B) - The cost of shipping and duty fees is the responsibility of the Customer.
The package containing the items that are to be returned shall be sent to Bernardelli - Ufficio Spedizioni in Via Napoleone Mambrini 1/D, 46100 Mantova (MN), Italy, by entering as reference the number 3662297004. The shipment is at the Customer’s risk: Bernardelli is not responsible for any loss or damage due to inadequate packaging or delay in delivery. The goods must be returned in the same package and conditions in which they were received in.
C) - In the case where a refund is requested, the Customer should wait for Bernardelli’s written Return Authorization. The cost of shipping and any duty fees is the responsibility of the Client.
If the Customer chooses to receive Store Credit, they will receive a code which may be used to place a new order and, in this case, the amount given in store credit will match the full amount of the returned item(s).
D) - In the case where the Customer is delivered defective goods, or in the case Bernardellistores.com commits an error concerning shipping and orders, the Customer shall follow the procedure stated above. Bernardellistores.com reserves the right to request for photographic proof before authorizing returns due to faulty goods.
E) - Swimwear and underwear (bikinis, boxers etc.) must be tried on over the Customer’s personal underwear. Return of these items will be refused and the package sent will be returned to the Customer in the case where the transparent label of hygienic protection is found removed, or in the case the items present signs of use
F) - Returns authorized by Bernardellistores.com must be shipped from the same Nation the original order was delivered to.
G) - Bernardellistores.com also reserves the right to reject unauthorized returns and returns that do not conform to the terms stated above.
For all aspects not specifically expressed or written, the Customer shall refer to the European Regulation for distance selling.
Every returned item will be subject to inspection by the Bernardelli Stores staff who will verify compliance with the terms and conditions of return stated above. Bernardelli reserves the right to consider further charges at the expense of the Customer when necessary to ensure the resale of the returned items. The amount of the eventual extra charges will be determined after the assessment of the returned items’ conditions and then communicated to the Customer.
REFUND
If the return procedure is performed properly and in compliance with all terms and conditions stated above, the Customer shall receive an email stating the acceptance of the return. The reimbursement will be made by credit card transfer (in the case where the order was paid for with a credit card), PayPal credit (in the case where the order was paid for using PayPal) or bank transfer.
Bernardelli provides safe shipping to Italy and all over the world using the best courier services: DHL and GLS.
All shipped goods are carefully packaged. The invoice shall be found inside the parcel and shall contain detailed price indication and applied discounts, also in the event where the Customer has bought an item that was on sale.
FREE INSURANCE
Bernardelli has an insurance which covers all shipments against theft and/or accidental damage.
The insurance shall be valid up until the moment the parcel is delivered.
ORDER PROCESSING
All orders regularly carried out and paid for will be processed within 2 business days.
Shipments are sent on business days only: from Monday to Friday, from 9:00 AM to 5:30 PM.
Orders placed on Friday, after 10:00 AM, shall be processed on the following Monday.
Orders placed on Saturday and Sunday shall be processed the following Tuesday.
During sales, slight delay in processing may occur.
ONLINE SHIPMENT TRACKING
Bernardelli provides their Customers with a live shipment tracking service, courtesy of the services provided by DHL and UPS. Once the parcel is shipped, the Customer shall receive an SMS and a confirmation e-mail containing a tracking number that allows them to check the shipment status at any time.
The shipment status can be tracked through the couriers’ official websites:
WORLDWIDE SHIPPING
Shipments may be of DDP (Delivery Duty Pay) type or of DDU (Delivery Duty Unpaid) type, depending on the delivery address.
DDP (Delivery Duty Pay) shipments are sent to EU Countries (Austria, Belgium, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, the Czech Republic, Slovakia, Slovenia, Spain, Sweden and Hungary), for which VAT is already calculated and included in the purchase price.
DDU (Delivery Duty Unpaid) shipments are sent to non-EU or non-Shengen countries, they are not subject to payment of VAT on the purchase price. Customs fees are the Customer’s responsibility and are not included in the price of purchase.
DELIVERY TIME
Delivery time depends on the destination of the products.
Italy (DDP): delivery is indicatively expected within 2 business days after shipment.
EU European Countries (DDP): delivery is indicatively expected within 3 business days after shipment.
Rest of the World: delivery is indicatively expected within 4/5 business days after shipment.
During sales, orders and shipments may be subject to delays and will be processed within 72 working hours. Delays may occur for reasons of force majeure, such as adverse weather or customs timing.
DELIVERY CONDITIONS
Once the goods are delivered, it is the Customer’s responsibility to carefully inspect the package before signing the delivery receipt. In the case where the package is found to have been tampered with or is found not intact, the Customer may sign the delivery receipt subject to checking / verification (sign as ‘Good Unchecked’) or they may refuse delivery.
Any irregularities or defects must be immediately reported to the local DHL or UPS office and also to Bernardelli by sending an email to the Customer Service ( help@bernardellistores.it ). In the case where the package has been tampered with, if the Customer has not signed for the package as “Good Unchecked”, the delivery is automatically considered accepted and following complaints or requests will not be met.
In the case where the Customer refuses to accept the parcel, all shipping and customs costs to return the package to Bernardelli Stores shall be deducted from the refund due to the Customer. If for any reason whatsoever, the shipment is not delivered to the address provided by the Customer during registration, the package will be returned to Bernardelli Stores at the Customer’s expense. In this case, Bernardelli Stores shall deduct that amount from the refund owed to the Customer.
The Country and shipping address provided by the Customer while making a purchase, must be correct. Bernardelli Stores has the right to cancel orders if the Customer writes in a Country that does not match the address provided.
Bernardelli Stores reserves the right to charge the Customer for additional shipping fees on orders containing a number of items that might increase standard weight or number of boxes required, therefore increasing shipping costs. Extra fees will be calculated through the DHL platform.