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Customer Service

Return conditions

To request a return, please make sure to comply with the following terms: 

  • You may return any item(s) up to thirty (30) calendar days from the delivery date of your order. 

  • Berluti will refund the entire amount of the order when the item is returned new and unworn, with its original packaging and accessories (boxes, packaging, tags, booklets, etc.), the return note and the intact security tag when there is one. Worn, used, altered or damaged items will be refused. 

  • The parcel can only be returned from the original delivery country. 

  • The returned products were purchased online on berluti.com and not in Berluti stores. 

Please note that, in accordance with the General Sales Conditions, some categories of products, such as personalised products, cannot be returned. 

Returning a purchase

If you change your mind, your order can be returned within the next thirty (30) calendar days from the delivery date of your order: 

1. To request a return, access the returns portal through the “Orders and Returns” page in your account or the following link https://web.global-e.com/Returns/portal/mZM5, and use your order ID and email. Let us know which products you would like to return and the reason why.  

2. From the return platform or the return confirmation email, download the return note, the airway bill and the commercial invoices to be signed and printed. 

3. Follow the return instructions on the return note to pack your items and plan the parcel pick-up by DHL courier at your delivery address. To plan a pick­up by DHL courier, click here or go to https://mydhl.express.dhl/, select your location, click on “schedule a pickup” and follow the instructions. Select “no” when asked if you need to create a new shipping label then enter the waybill number found on the return label you printed and complete the rest of the form.

Express return shipping is free of charge. 

4. Stick the pre-paid DHL shipping label on the box.  

If you need assistance in the return process, you can reach our Customer Service in English or in French by email at contact@berluti.com, or by phone at +44 20 3901 2683 or +1 877 895 0006. A Sales Advisor from a Berluti store of your country of delivery can also assist you in the return request. 

Before requesting a return, please make sure the products comply with our return conditions.  

Gift items can be returned by contacting the person who sent you the gift or, if you prefer, through our Customer Service. 

Refund Timing

Once we receive your returned items, and after verification and validation by our Quality Department, we will process your refund within 14 days at the latest. Exact timing will depend on banking procedures. 

Berluti reserves the right to refuse at its discretion any returned items that do not meet the conditions defined above. 

You will receive an email confirming acceptance of the return. 

The refund will be issued as soon as possible after the return has been accepted, directly to the card or payment method account used for the original purchase, and in the same currency. 

Please note that the tax refund service is not available for remote purchases. 

Exchanging a purchase

Online exchanges cannot be performed. You can ask for assistance through our call center or a store (all Berluti stores in Asia and Oceania and our London Conduit and Cadogan stores in the UK).

 

Delivery time & costs

One shipping option is offered :

  • Standard Delivery - Free 

Working days are Monday through Friday during hours of business (9am to 5pm), excluding national holidays.

All the orders are shipped through UPS. We will send you a confirmation email at shipping. You can also follow the delivery online through the “Orders and Returns” page in your account.

Signature is required at delivery of all orders for security purposes (from you or an adult authorized by you). In case nobody is available to sign for the package for three consecutive working days, the courier will leave a notification and a contact number.

Please note that we will not deliver products to PO boxes and to hotels.

Order tracking

Follow your package and check the expected delivery date online: Order & Returns

You will receive a shipping confirmation email once the order is on its way to you. Please note that the tracking number will be activated within 24 hours from when the order is dispatched, therefore you may not find any updates immediately after shipment. We kindly ask you to check back the following day.

In-Store delivery

You may choose to collect the products from one of our stores (please check the list of available stores below) during the store's normal opening hours.

This delivery is free of charge.

If you are collecting the products in person, you will need to show the store your order confirmation email and a valid identification document (i.e. your passport or national ID card).

If you have authorized another person to collect the products on your behalf, this person will need to present:

  • the order confirmation email;
  • a valid identification document (i.e. a copy of your passport or national ID card);
  • the authorized person's valid identification document; and
  • a simple letter of authorization from you
  • the payment card used for purchase

Please note that the tax refund service is not available for remote purchases.

We will hold your products at the store for thirty (30) calendar days. If the products are not collected within thirty (30) calendar days, the store will return the products to Berluti team and we will notify you. If this occurs, it shall be treated as a free return of your order and we shall provide you with a refund for the products.

Please note that in cases of in-store collection orders, the store will not deliver or arrange delivery to a different or additional address. Accordingly, the product shall be collected at the store only.

Please find below a list of the stores from which you can pick up your order:

Berluti Paris:

  • 9 Rue du Faubourg Saint-Honoré, 75008 Paris
  • 26 Rue Marbeuf, 75008 Paris
  • 14 Rue de Sèvres, 75007 Paris

Berluti Cannes : 29 Rue du Commandant André, 06400 Cannes

Countries where we ship to

You can change the country where you want your orders to be shipped from the top of the page in the section Country/Language. The list of countries authorized for shipping are in the sub-section shop on-line.

Please note that your Bag and Wish List are exclusive to each country and will no longer be visible if you change location.

If you change country, you will need to select the items again. Our catalogue, shipping and payment methods may also be updated.

Gifts

All the orders are shipped in a Berluti packaging and placed in a cardboard box. 

If you're purchasing a gift, you need to click on the checkbox "This is a Gift" at checkout, before entering the delivery address.

Your order will be elegantly wrapped and will include a personal card inside the Berluti packaging.

Gift orders can be shipped directly to the receiver, as prices will not be visible.

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