Welcome to our FAQ section! We’ve compiled answers to the most common questions about our premium fashion and lifestyle products, shipping policies, and more. At Bernardo Store, we’re committed to providing stylish solutions for modern families and fashion-forward individuals.
About Our Products
What types of products does Bernardo Store offer?
We curate a premium selection of footwear (including heels, flats, boots and sandals), clothing (from baby essentials to adult fashion), and home/lifestyle items. Our collections blend timeless style with contemporary comfort, featuring everything from baby one-pieces to sophisticated heels and cozy home bedding.
How do I choose the right size for footwear?
Our footwear runs true to size. For optimal fit, we recommend measuring your foot length and comparing it with our detailed size chart (available on each product page). If you’re between sizes or have specific fit concerns, consider sizing up for boots or sizing down for sandals.
Are your baby products safe and non-toxic?
Absolutely! All our baby essentials, one-pieces, and nursery items meet rigorous safety standards. We carefully select materials that are gentle on delicate skin and free from harmful substances.
Ordering & Account
How do I create an account?
Simply click “Register” at the top of our website and follow the prompts. Having an account lets you track orders, save favorites, and enjoy faster checkout.
I forgot my password. What should I do?
Click “Forgot Password” on the login page, and we’ll email you instructions to reset it. For security, the link expires after 24 hours.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure timely delivery. If you need to modify or cancel, please email [email protected] immediately with your order number. We’ll do our best to accommodate your request if the order hasn’t entered processing.
Shipping & Delivery
What are my shipping options?
We offer two convenient options:
– Standard Shipping ($12.95 via DHL/FedEx): 10-15 business days after dispatch
– Free Shipping (orders over $50 via EMS): 15-25 business days after dispatch
– Standard Shipping ($12.95 via DHL/FedEx): 10-15 business days after dispatch
– Free Shipping (orders over $50 via EMS): 15-25 business days after dispatch
Do you ship to my country?
We ship worldwide except to some Asian and remote regions. If you’re unsure about your location, please contact our customer care team at [email protected] before ordering.
How can I track my order?
You’ll receive a tracking number via email once your order ships. Click the tracking link or enter the number on the carrier’s website for real-time updates.
Returns & Exchanges
What is your return policy?
We accept returns within 15 days of delivery. Items must be unworn, undamaged, and in original packaging with tags attached. Some exclusions apply (see our full Return Policy for details).
How do I initiate a return?
Email [email protected] with your order number and return request. We’ll provide instructions and a return authorization number. Returns without authorization may be refused.
When will I receive my refund?
Processing begins once we receive your return. Please allow 5-7 business days for the refund to appear in your original payment method. Shipping costs are non-refundable unless the return is due to our error.
Payments & Security
What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption and never store your full payment details. All transactions are processed through PCI-compliant systems.
Why was my payment declined?
This could be due to insufficient funds, incorrect card details, or your bank’s security measures. Try again or contact your card issuer. You’re also welcome to try an alternative payment method.
Contact & Support
How can I contact customer service?
Our Austin-based team is happy to help! Email us at [email protected] for prompt assistance with any questions about our products, orders, or policies.
What are your customer service hours?
We’re available Monday-Friday, 9am-5pm CST. Emails received outside these hours will be answered the next business day.
Where is Bernardo Store located?
Our headquarters is at 1732 Brentwood Drive, Austin, TX 78701, USA. While we don’t have a physical retail store, we welcome your online orders anytime!
Still have questions? Our friendly customer care team is always ready to assist at [email protected]. We’re committed to making your Bernardo Store experience as effortless and stylish as our collections!