Returns and refunds
If for any reason the Customer is not satisfied with their purchase, unworn items can be returned for a size exchange, store credit, or refund within 10 days of the merchandise's receipt date.
Return Instructions
To request a return authorization, the Customer must send a request to info@bertoshop.com. The email must specify the codes of the items to be returned and the desired compensation: size exchange, Store Credit, or refund. Alternatively, it is possible to fill out the specific return request form within the "My Orders" section of their personal profile. Once the return request is received, Berto's will send the Customer a written confirmation.
The return must be made with the courier indicated in the email sent by Berto's. The Return Authorization Number must be written on the waybill, which must be completed as indicated in the authorization email received from Berto's Returns department. (The Courier will bring a waybill at the time of package collection).
Return shipping is free for Italy and will have a cost to be defined on a case-by-case basis for returns from outside the country.
The customer can choose 3 types of compensation:
Size exchange
It is possible to exchange an item only for a different size or a different color of the same item, if available. It is not possible to exchange the item for a different one.
Only one free merchandise exchange is allowed for each authorized return and for merchandise that has not yet been worn.
Store Credit
• can only be used once within 3 months from the date of return
• cannot be combined with other Store Credits
• must be used entirely in an order of equal or greater value
Refund
Refunds will be processed as soon as the returned item has been received, checked, and accepted.
For orders paid by credit card, the refunded amount will be available to customers in approximately 10 days and will, in any case, be visible on the following card statement. The timing may vary slightly depending on the credit card's banking circuit.
For orders paid with PayPal or bank transfer, the amount will be returned to the original account.
Return shipping must occur within 10 days of order receipt.
Terms and Conditions
Items must not have been worn, washed, or altered and must not show any signs of use. Footwear soles must be in perfect condition and show no signs of any kind.
Each item must be returned with all original tags, packaging, and accessories received with the order, and these must not have been damaged and/or altered in any way, nor used as the sole external packaging.
In the event that the Customer receives defective merchandise, or if errors occur in shipments by Berto's, it is required to follow the same instructions outlined above. Berto's reserves the right to request photographic evidence before authorizing returns for defective merchandise and to cover the shipping costs for the return of the merchandise to its premises.
Swimwear and intimate apparel (Bikinis, briefs, boxers, etc.) must be tried on over your personal underwear. Returns of such items will be refused and sent back to the Customer if the clear hygienic protection label has been removed, or if the items show signs of use.
Berto's reserves the right to refuse unauthorized returns or returns shipped with couriers other than the one indicated in the return instructions email. The acceptance of such returns, however, incurs a charge equal to 10% of the value of the returned merchandise.
Berto's will not accept returned merchandise if the return does not comply with all the terms and conditions provided by the return policy. In these cases, the merchandise will be returned to the sender at the original shipping address.