Frequently Asked Questions
General
How can I contact customer support?
You can reach us at customercare@bernetta.com or through our Contact Form.
How can I stay updated on new arrivals & promotions?
Sign up for our newsletter and follow us on Instagram @bernetta to be the first to know about new collections, exclusive discounts, and more.
How should I care for my Bernetta pieces?
To maintain the quality of your clothing, we recommend following the care instructions on the garment label. Most pieces should be dry cleaned, hand-washed or machine-washed on a delicate cycle.
Size & Fit
How do I find my size?
Please use our size guide as a general guide to help you make a selection.
What materials are your pieces made from?
We prioritize high-quality fabrics for a luxurious feel and lasting wear. Specific material details can be found on each product page.
Account
How do I create an account?
Welcome to Bernetta!
To create an online account please follow the steps below:
*Click Account
*Enter your email address and click "create an account"
*Fill in all the required information
*Enter and confirm your password
I forgot my password
To reset your password simply enter your email address under "sign in.” You will then select "forgot password" to receive the password reset link.
Orders
What payment methods are accepted?
We accept the following payment methods:
- VISA
- MasterCard
- Discover
- Amex
- Apple Pay
Can I change/edit/cancel my order?
Orders are processed as soon as they are placed! Once an order has been placed we are unable to make any changes.
When will I be charged for Pre-order items?
You will be charged for Pre-order items when the order is placed.
Can I cancel my Pre-order?
If your Pre-ordered item is delayed beyond the originally provided estimated ship date, we will accommodate your request to cancel your order. You can submit this request by contacting our Customer Service Team at customercare@bernetta.com.
Shipping
When will my order be shipped?
Orders are typically processed within 24-48 hours of being placed and then are dispatched according to the shipping service selected. Orders for expedited 2-Day $25 or next-day shipping $35, must be placed by 11 a.m. PT; orders placed after 11 a.m. PT will ship on the next business day.
Where do you ship?
We ship worldwide. Orders are dispatched from our warehouse in California.
Is shipping free?
We offer free shipping within the United States for orders over US$150.
How can I track my order?
Once your order is shipped, you’ll receive a confirmation email with tracking details. If you haven’t received one, check your spam folder or contact us at customercare@bernetta.com.
Where do you ship from?
We ship from California. Orders placed using our free US shipping method will ship within one business day.
What shipping provider do you use?
Shipping methods and carriers vary depending on your location and the delivery option selected at checkout. Available shipping options and estimated delivery timeframes will be displayed during checkout once your shipping address has been entered.
When will Pre-order items ship?
Pre-order items will ship in accordance within the timeframe listed on each product page. Once the item arrives in our warehouse, we will send you an email notification as soon as the package has shipped.
International Shipping
Bernetta offers International DHL Express shipping on all orders for a flat rate international fee of US$20.
Will my international order be subject to additional duties or tariffs?
Customs and Duties are included in the price of all Bernetta items for our international customers. No additional payment is required by the recipient upon delivery of an international order.
Returns & Exchanges
What is your return policy?
Bernetta will happily accept returns in original condition (unused, unworn, and unaltered) with tags attached for either a refund, store credit, or a one-time exchange. All return requests must be made within 14 days after the date of delivery. Sale items may be final sale. Returns are only accepted with the provided prepaid shipping label, which will be emailed to you once you submit your return. You will then have another 7 days to drop your parcel off or schedule a pick up.
How do I start a return or exchange?
To initiate a return or exchange, please visit our Returns Portal or email us at customercare@bernetta.com with your order number.
Do you offer free returns?
Returns are subject to a restocking and return shipping fee, which will be deducted from your refund. A prepaid return shipping label will be provided upon approval of your return request.
When will I receive my refund?
Following inspection and acceptance of your return, you will receive confirmation via email that a refund or merchandise credit has been issued. We process all refunds, store credit or exchanges within 10 days of receipt of return, upon approval. We can only process a refund back to the original payment method.
International returns
We want you to love your Bernetta pieces, but if you're not completely satisfied, we gladly accept international returns under the following conditions:
- Return Window: Items must be returned within 14 days of delivery.
- Condition: Items must be unworn, unwashed, and in original condition with all tags attached.
- Return Shipping: Returns are subject to a US$20 return shipping fee, which will be deducted from your refund. A prepaid return shipping label will be provided upon approval of your return request.
- Refunds: Once we receive and inspect your return, a refund will be issued to your original payment method. Refunds will be processed within 10 days of receipt of return, upon approval.
- Exchanges: At this time, we do not offer direct exchanges for international orders. If you’d like a different item, please place a new order.
- Final Sale Items: Certain items, including sale and promotional items, are non-returnable.
To initiate a return, please contact our customer service team at customercare@bernetta.com with your order details.