What payment methods do you accept?
We accept the following payment methods via Nexi portal:
- Credit Cards (Visa, MasterCard, American Express, Union Pay, JCB);
- PayPal;
- Apple Pay;
- Google Pay;
- Alipay and WeChat Pay;
- Installment payments via Scalapay and Heylight;
- MyBank;
- Satispay;
- iDEAL.
How long does it take to confirm the payment?
Credit Card, PayPal, Apple Pay, and Google Pay confirm the purchase immediately.
Payments via Alipay, WeChat Pay, Scalapay, Heylight, MyBank, Satispay, and iDEAL may take up to 24 hours to be confirmed, due to processing and security checks.
With the "Pick up in store" and "Pay in store" options, you can choose to collect and pay directly at one of our boutiques.
Are my payments secure?
Yes, all payments are encrypted and secured by Nexi Group, using advanced security standards.
Do you ship internationally?
Yes, we ship worldwide with reliable international couriers. Shipping costs and delivery times vary depending on the destination and will be calculated at checkout.
How long will it take to receive my order?
Delivery times depend on the destination and selected courier, excluding any force majeure delays:
Within Italy: 1 to 5 business days;
Outside Italy: 3 to 7 business days.
How do I know if my order was placed successfully?
After your purchase, you will receive a confirmation email with your order number and details.
If you don't receive it within a few minutes, please check your spam folder or contact us.
You can also track your order status by logging into your account on our website.
Can I modify or cancel my order?
You can cancel your order within 2 hours of placing it. After that, you’ll need to contact our customer service at help@bernardellistores.it to check if the shipment can still be intercepted.
If the order has already been dispatched, you will be refunded the value of the goods excluding shipping costs and any additional recovery expenses.
Are return shipping costs my responsibility?
Yes, return shipping costs are the customer’s responsibility.
What are the return conditions for the items?
Items must be:
- New, unworn, unwashed, and unaltered;
- With original tags, seals, boxes, dust bags, and included accessories;
- Shoes must have intact soles and original boxes;
- Swimwear and underwear must retain their hygienic protection;
- Capsule collection or customized products are not returnable.
Full return policy: Click here
How will I receive my refund?
Once the return is verified and approved, the refund will be issued via the original payment method.
Can I exchange an item or size?
Bernardelli does not offer direct exchanges.
Customers must return the unwanted item and place a new order for the desired one.
What if I receive a wrong or defective item?
Please contact us within 72 hours of receiving your order at help@bernardellistores.com with photos and a description of the issue.
If the error is ours, return shipping will be free of charge.
What happens in case of frequent returns?
We reserve the right to temporarily suspend accounts in case of abnormal return activity.
Can I return an online order in boutique?
Only upon prior authorization from our Customer Care at help@bernardellistores.it, you may return your item in-store.
Refunds will still be processed exclusively by our head office via the original payment method.
Boutique staff may refuse returns if the item's condition does not comply with return policy.
Can I return an item if it doesn’t fit?
Yes, you may return items within 14 days from the delivery date.
How do I request a return or exchange?
To initiate a return, fill out the form in the Returns and Exchanges section of our website.
Once you receive confirmation, you may proceed with the return shipment using a courier of your choice.
Items must be in perfect condition with original brand tags.
Shipping costs for returns are non-refundable.
After inspection, our team will confirm the return and process the refund for the value of the returned item(s).
Are the products authentic?
Absolutely. All our items come directly from official brands or their authorized distributors.
Can I purchase a gift card?
Yes, we offer physical gift cards that can be purchased and used in our boutiques.
Do you have physical boutiques?
Yes, our boutiques are located in Mantua and Carpi.
We look forward to offering you a personalized shopping experience.
Find out more
Can I book an appointment in boutique?
Yes, you can book a personalized appointment by contacting the relevant boutique:
Mantua Boutique: mantova@bernardellistores.it | +39 0376 320212
Carpi Boutique: carpi@bernardellistores.it | +39 059 719 0036
An item I want is out of stock. Will it be available again?
Please contact our Customer Care at help@bernardellistores.it to be notified when the item becomes available again.
Do I have to pay customs duties?
Customs duties and related charges are the responsibility of the customer, in accordance with the regulations of the destination country.
How can I contact you?
You can reach us via email: help@bernardellistores.com
What are your customer service hours?
Our customer service is available Monday to Friday, from 9:00 AM to 6:00 PM.