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Customer Service

Delivery time & costs

Shipping option offered:

Standard Delivery (2-5 working days) - Free

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

Please be aware that shipping to remote islands could take up to 1 week in average.

All the orders are shipped from Japan through Yamato Transport Co., Ltd. (“Yamato”). 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 or seal 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 or seal for the package for 3 consecutive working days, the courier will leave a notification and a contact number to request you to contact the courier.

 

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.

Return conditions

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

You may return any item(s) up to fourteen (14) days from the delivery date of your order.

For online orders, 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.), and accompanied by a copy of the receipt, the return slip, and the security tag intact. Worn, used, altered or damaged items will be refused.

The 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 personalized products, cannot be returned.

 

Returning a purchase

If you change your mind, your order can be returned within the next fourteen (14) days from the delivery date of your order:

1. Fill in the return slip to let us know which products you would like to return and the reason why.

2. Prepare the items you wish to return in the original order box. Kindly ensure the products have all their packaging and accessories, that the security tag and seal are intact and that the return box is safely sealed. Please enclosed the return document.

3.To request a return, you need to call Yamato  customer service at +81 120-01-9625 (fixed-line phone) or  +81 570-200-000 (mobile phone) (no additional charge) to arrange a suitable date and address: the courier will collect the package from wherever you wish (The parcel can only be returned from the original shipping country). Return shipping is free of charge.

4. Stick the pre-paid YAMATO shipping label on the box over the previous delivery information. This pre-paid shipping label was included in the package when it was originally sent to you.

Before requesting a return please make sure the products comply with our return conditions. Berluti does not exchange any products purchased online.

Gift items can be returned by contacting the person who sent you the gift or, if you prefer, through our Customer Service at client@jp.berluti.com

 

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 used for the original purchase, and in the same currency.

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