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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. 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).


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