Purchases made outside the UK may be subject to customs and duty fees which you, the customer, is responsible for and must pay. You are responsible for the postage cost to return your items.
Regrettably, delivery charges are non-refundable unless your order is incorrect or faulty. For your peace of mind please make sure you ask for a stamped ‘Certificate of Posting’ to keep as a receipt, as we cannot take responsibility for items that for whatever reason fail to reach us.Do not sent it directly to the address on the parcel. Maybe it’s one of the carrier’s transit warehouse, and which is not correct.Contact our customer service@bertlove.com， we will tell you a return location closer to you.
RETURN & EXCHANGE
1.International return and exchange policy
We are more than happy to offer you a full refund on all goods returned to us in resalable condition within 30 days of purchase. Therefore, please try your sandals on a carpeted surface until you are sure that they are destined for your wardrobe.
2.FAULTY ITEMS
Please carefully check your items when they arrive to ensure you are completely satisfied. Should you receive a faulty/damaged item, please email us at service@bertlove.com to let us know and then follow the Returns Procedure above.
For faulty items that have been worn/used or returns that are outside of our Returns Policy please email us at service@bertlove.com for further assistance. We cannot make any promises, but we will check it out and may offer a refund at our discretion.
Earrings - For hygiene purposes, we regret that we are unable to offer refunds or exchanges on earrings.
Swimwear - For hygiene purposes, when trying on all swimwear for size, please keep your knickers on ladies....and gentlemen. If the plastic hygiene sticker has been removed we will unfortunately not be able to refund you..
3.What will happen next
We will email you as soon as we have received your returned item(s) and have processed your refund. Refunds will be credited back via the original method of payment. Please allow up to 14 days for returns to be processed.
5.Before Making a Return Request
Your order will be fully refunded if it’s canceled within 24 hours of purchase. Please submit a help ticket from Contact Us if you decide to cancel the order.For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn't collect package by the deadline
6.Return address & refunds
Return address: Please contact the customer service to find the details. Please always contact customer service service@bertlove.com. first to obtain the return address. Please DON'T returns your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.
Refunds: The refund will be issued to your ADOR Credit Account. You can either use Credits to pay for new order or withdraw it to the original account/card you paid earlier. The original shipping fee and insurance are non-refundable.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
If you have further questions/issues, please don’t hesitate to contact us at service@bertlove.com.
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