DELIVERY & SHIPPING
Order Status
Where is my Order?
It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package delivery.
Once your order ships, you will be sent an automated-email containing tracking information.
Standard couriers can take up to 48 hours to generate shipment information onto their tracking website.
If there has been no update on the tracking information for more than 5 business days, please contact us know so that we can open an inquiry with the shipper.
If your order has not arrived by the expected date, we kindly request that you wait for another 10 – 14 business days, to allow for any customs inspections or possible postal delays in your area.
Should the order still not arrive by this time, please contact us so that we can open an inquiry with our shipping partner.
Delivery times depend on your country or region. While we do not provide or guarantee exact arrival dates, you can find a table in our shipping policy page with estimated timeframes for your reference.
Should I buy the Shipping Protection
When in your cart you proceed to include our Shipping Protection service we promise to replace your parcel from loss, any damage during shipping, or theft for free.
This allows our customers to shop with confidence and have a worry-free delivery experience.
I have not yet received tracking information
Please note that some standard couriers can take up to 48 hours to generate information to their tracking website.
Packages can be tracked using this link and the tracking number sent to you after 1-4 business days.
If there has been no update on the tracking information for more than 5 business days, please contact us know so that we can open an inquiry with the shipper.
My package is not moving on the tracking link
Standard couriers can take up to 48 hours to generate information to their tracking website and updates are not continuous.
If there has been no update on the tracking information for more than 5 business days, please contact us know so that we can open an inquiry with the shipper.
If your order has not arrived by the expected date, we kindly request that you wait for another 10-14 business days, to allow for any customs inspections or possible postal delays in your area.
Should the order still not arrive by this time, please contact us so that we can open an inquiry with our shipping partner.
Why hasn't my order not shipped?
It can take between 1-4 business days (not including weekends and national holidays) for us to prepare a package delivery.
Once your order ships, you will be sent an automated-email containing tracking information.
Standard couriers can take up to 48 hours to generate shipment information onto their tracking website.
If there has been no update on the tracking information for more than 5 business days, please contact us know so that we can open an inquiry with the shipper.
What happens if I’m not home to accept my delivery?
If you are not in when your parcel arrives, the courier will usually try again, or will leave a card with details on how to pick up your order or rearrange delivery.
If the package is too large, your local postal delivery service should leave a card with details on how to pick up your order or rearrange delivery.
The tracking shows that my order has been delivered, but I don’t have my package
If the tracking indicates that your order has been delivered, we kindly request that you check with a member of your household or a neighbor, as perhaps one of them collected or signed for the package.
If there is no sign of the package, please contact us so that we can open an inquiry.
My package has been “Returned to Sender”
This most likely happened becouse the delivery has been refused, if not please contact us so that we can open an inquiry.
If you still wish to purchase this item(s), please place a new order.
Customs, Duties & Taxes
Do I need to pay duties & taxes?
Import duties and taxes may apply upon receipt of international orders.
These duties & taxes are beyond our control as they are set by the customs authority of the destination country/location and depend on a number of factors, such as:
- Local VAT rates
- Local import taxes
It will be your responsibility to pay these charges if and when asked to do so by your local authorities.
Please note that any inspections and fees applied on imports to your country/location are beyond our control.
How much duties & taxes do I need to pay?
The amount of duties & taxes applied depends on the value of the order and the destination country/location.
Please note that any inspections and fees applied on imports to your country/location are beyond our control.
My package is stuck in customs
Customs clearance is completely beyond our control, as are any delays resulting from inspections by the customs authorities.
As only the recipient of the package can make an inquiry with the local customs authorities, for any details regarding the process and its due date, we kindly ask you to contact them directly using the tracking number provided in your shipping confirmation email.
I want a refund of the duties & taxes paid for this order
Import duties and taxes may apply upon receipt of orders.
Such duties and taxes are beyond our control as they are set by the customs authority of the destination country/location and depend on a number of factors, such as local VAT rates and local import taxes.
It is stated on our website that any local import duty, taxes or customs clearance are not included in our prices and must be paid for by the customer.
Any inspections and fees applied on imports to your country/location are beyond our control.
We do not offer refunds for any local import duty, taxes or customs clearance.
Shipping
Can I change my delivery address?
If less than 24h have passed from the placement of your order, please contact us urgently so that we can open an inquiry.
We should be able to update your address, so long as the delivery country/location remains the same.
Please note that if more than 24h have passed from the placement of your order, no changes can be made — including to the shipping address.
Your order will be sent to the address entered at checkout.
Do you deliver to my country/location?
You can check whether or not we ship to your country/location at the checkout page by entering your address.
Select the item that you wish to purchase and go to checkout.
If there are any shipping restrictions, or we are unable to ship this product to your country/location, you will not be able to checkout and pay for the item.
If you cannot see your country/location listed, then it is likely that we do not currently ship there.
How long does it take to deliver to my country/location?
Delivery times depend on your country or region.
While we do not provide or guarantee exact arrival dates, you can find a table in our shipping policy page with estimated timeframes for your reference.
For US orders usually 7-15 Business days.
For International order between 14-30 Business days
We aim to meet the delivery times quoted but during busy periods, deliveries may take a little longer.
Occasionally circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays.
How much will it cost to ship to my country/location?
We offer flat rates depending on the shipping location:
- Standard shipping rate for US orders 5.99$
- Standard international shipping orders 8.99$
If you do not see your country/location listed, then it is likely that we do not currently ship there.**
Can I change my delivery country/location?
If less than 24h have passed from the placement of your order, as long as the delivery country/location remains the same, please contact us urgently so that we can open an inquiry.
We should be able to update your address.
Please note that if more than 24h have passed from the placement of your order, no changes can be made — including to the shipping address.
Your order will be sent to the address entered at checkout.
Can you deliver to an military base?
Sorry, but we are unable to deliver to army bases.
RETURNS & REFUNDS
Incorrect , Damaged & Faulty goods
I received a damaged item
We’re very sorry to hear that your package did not arrive in perfect condition.
In order for us to follow this up with our shipping partner, we kindly ask you to send photos of:
- The damaged item
- The inner and outer packaging
Please send us an email at: sales@bertiblanc.com with this information so that we can open a swift inquiry with our shipping partner.
If you have purchased our shipping protection service while in your shopping cart, you will be eligible for an immediate reshipment of your order.
I received a faulty item
We’re very sorry to hear that your package did not arrive in perfect condition.
In order for us to follow up with this inquiry, we kindly ask you to send us photos of the faulty item.
Please send us an email at: sales@bertiblanc.com with this information so that we can open a swift inquiry.
I received an incorrect item in my order
We’re sorry to hear that you received an incorrect item in your order.
In order for us to process this inquiry, please send us an email at: sales@bertiblanc.com with a photo of the product received so that we can open a swift inquiry.
Please be assured that as soon as we receive this information, we will follow up swiftly to resolve this issue.
There is an item(s) missing from my order
We’re very sorry to hear that you did not receive all the products that you ordered.
Please contact us and let us know what items are missing so that we can investigate what happened.
Please note that some items may be shipped individually, helping us choose the fastest or most cost-effective delivery method.
Returns, Exchanges & Replacements
How do I return an item?
Please visit our returns policy and follow the instructions.
If you are returning a defective item, please send an email with photos at: sales@bertiblanc.com
Can I exchange or replace an item I ordered?
We aim for your complete satisfaction. If an item doesn’t meet your expectations, we can generally offer a free replacement or exchange without requiring a return.
To qualify:
- The request must be made within 30 days of receipt
- It must be the first exchange for that item
Please note: one free exchange or replacement is permitted per order, and substitutions must be of equal or lesser value.
To initiate the process, contact us at sales@bertiblanc.com with your order number and reason for the exchange.
Your first exchange is always 100% free.
The item I ordered does not fit correctly
If the item doesn’t fit, we will gladly replace it with the correct size—free of charge within 30 days.
Simply email to sales@bertiblanc.com your order details and the new size, and we’ll get back to you with all the info to return the wrong sized items.
One replacement per item.
Refunds
I made a return and have not been refunded
For returned items, it can take up to 15 business days for the funds to credit back to your original payment method as the below steps need to be followed:
- Shipping back to our warehouse
- Processing and inspection for refund approval
- Authorization to finance department to issue refund
Approved refunds will be issued to your original payment method within 10 business days.
Should your refund not be processed within 15 business days, please contact us so we can open a swift inquiry.
I haven't received my refund
Please note that returned orders can take up to 15 business days for the funds to credit back to your original payment method as the below steps need to be followed:
- Shipping time to arrive back to our warehouse
- Processing and inspection for refund approval
- Authorization to finance department to issue refund
Approved refunds will be issued to your original payment method within 10 business days.
Should your refund not be processed within 15 business days, please contact us so we can open a swift inquiry.
Canceled orders
If you see a charge on your credit card for a canceled order, it is likely to be only a pre-authorization and not a payment.
This will be automatically canceled by your payment provider.
If you paid by PayPal, then the canceled order should have automatically generated a refund back to your account.
Credit card refunds
Please allow up to 10 business days for the funds to credit back to your payment method.
PayPal refunds
These are usually immediate, so if you have received confirmation that a refund was issued but do not see it in your account, please contact us so that we can investigate further.
ORDER ISSUES
Cancellations
Can I cancel my order?
If less than 24h have passed from the placement of your order, please contact us urgently so that we can open an inquiry.
We should be able to cancel your order.
Please note that if more than 24h have passed from the placement of your order, no changes can be made.
Your order will be sent to the address entered at checkout.
If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed.
Should the order ship, you will receive an email containing tracking information.
If you wish to return the items upon receipt, please visit our returns policy and follow the instructions.
Why was my order canceled?
There are various reasons why an order may have been canceled such as:
- Out of Stock
- Unverified information
- Payment decline
- Tech issues
- Incorrect address
If your order was canceled, you should receive an email notification detailing the reason.
Sometimes an order does not process – this could be due to two possible reasons:
- The amount of time elapsed between order placement and payment confirmation
- The item went out of stock during the ordering process
To prevent this from reoccurring, we kindly request that once the item is selected you proceed to payment confirmation as soon as you can.
I have made a duplicate order
If less than 24h have passed from the placement of your order, please contact us urgently so that we can open an inquiry.
We should be able to cancel your duplicate order.
Please note that if more than 24h have passed from the placement of your order, no changes can be made.
Your order will be sent to the address entered at checkout.
If we are able to stop the shipment, you will receive an email confirming cancellation of the order and any charges made will be reversed.
Should the order ship, you will receive an email containing tracking information.
If you wish to return the items upon receipt, please visit our returns policy and follow the instructions.
Changes
Can my delivery address be changed?
If less than 24h have passed from the placement of your order, please contact us urgently so that we can open an inquiry.
We should be able to update your address, so long as the delivery country/location remains the same.
Please note that if more than 24h have passed from the placement of your order, no changes can be made — including to the shipping address.
Your order will be sent to the address entered at checkout.
Can I add an item to my order?
If you wish to purchase an additional item, please place a new order.
Can I remove an item from my order?
If less than 24h have passed from the placement of your order, please contact us urgently so that we can open an inquiry.
Please note that if more than 24h have passed from the placement of your order, no changes can be made. Your order will be sent to the address entered at checkout.
If you no longer require any of the items ordered, you may return them to us.
For more information on how to return your order please click on our returns policy.
Can you change the amount of my invoice?
We are unable to make any changes to invoices.
We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.
Other Order Issues
The tag on my clothing item is showing a different size from what i ordered
Due to international shipping, some tags may display a size based on global standards.
However, all sizes are automatically converted on our website to match your country’s system, so your item will fit according to the size you selected.
Please refer to our size guide for international conversions page or the sizing link on each product page for information on the sizing of our garments.
I received a faulty item
We’re very sorry to hear that your package did not arrive in perfect condition.
In order for us to follow up with this inquiry, we kindly ask you to send us photos of the faulty item at: sales@bertiblanc.com so we can open a swift inquiry.
I received a damaged item
We’re very sorry to hear that your package did not arrive in perfect condition.
In order for us to follow this up with our shipping partner, we kindly ask you to send photos of:
- The damaged item
- The inner and outer packaging
Please send us an email at: sales@bertiblanc.com with this information so that we can open a swift inquiry with our shipping partner.
If you have purchased our shipping protection service while in your shopping cart, you will be eligible for an immediate reshipment of your order.
Do you deliver to my country/location?
You can check whether or not we ship to your country/location at the checkout page by entering your address.
Select the item that you wish to purchase and go to checkout.
If there are any shipping restrictions, or we are unable to ship this product to your country/location, you will not be able to checkout and pay for the item.
If you cannot see your country/location listed, then it is likely that we do not currently ship there.
PAYMENTS & PRICES
Invoices
Can you change the amount of my invoice?
We are unable to make any changes to invoices.
We are required by law to indicate on all commercial invoices and official documents full and accurate details of the order including price.
I need a copy of my invoice
If you need us to email you a copy of your invoice, pleas contact us through our contact form.
Payments
What payment methods do you accept?
We accept all major debit and credit cards such as Visa, MasterCard, American Express and other payments methods such as PayPal*.
During the checkout process, the supported payment methods are displayed on screen.
*Paypal might be unviable due to technical issues
I’ve been charged twice for my order
Our system only allows one payment to be taken per order, so you are unlikely to have been charged twice for the same order.
However, it’s possible that we have received a duplicate order. Please contact us urgently so we can investigate this further.
Account & Website
I’m having trouble placing an order
Firstly, please close your browser, re-open it and try again.
You may also need to delete your cookies – a cookie is a small file we store on your computer to know who you are next time you visit us.
The items in your bag or wishlist may disappear.
On most internet browsers you can decontacte your cookies using ‘Tools’ or ‘History’.
We also suggest that you use one of the browsers that are fully supported on the website such as Internet Explorer, Chrome, Safari or Firefox.
If you’re still having problems, please contact us giving as much detail as you can about the issue including:
- Which web browser you’re using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.)
- What you’ve done so far to try to resolve it.
PRODUCT INFORMATION
Product sizing
Due to international shipping, some tags may display a size based on global standards.
However, all sizes are automatically converted to match your country’s system, so your item will fit according to the size you selected.
Please refer to our size guide for international conversions or the sizing link on each product page for information on the sizing of our garments.
You can also reach out to us via contact form.
Product care
For all ready-to-wear garments, we advise you to make use of professional dry cleaners.
For all accessories, we recommend using a soft cloth to keep it clean.
All accessories should be kept in their pouch when not worn and should avoid contact with direct sunlight, liquids or aggressive chemicals.