At Bernardo Store, we take pride in offering premium fashion and lifestyle products for the whole family, from stylish baby essentials to sophisticated adult footwear and apparel. We want you to be completely satisfied with your purchase. If for any reason you’re not happy, our straightforward returns and exchanges policy makes it easy to shop with confidence.
Our Return Policy
We accept returns within 15 days of receiving your order. To be eligible for a return:
- Items must be unused, in their original condition with all tags attached
- Items must be in their original packaging
- Proof of purchase is required
Non-Returnable Items: For health and safety reasons, we cannot accept returns on baby feeding accessories, certain nursery items, or any opened personal care products. Final sale items will be clearly marked at time of purchase.
How to Initiate a Return or Exchange
Follow these simple steps:
- Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Use our template below to ensure we have all necessary information.
- Wait for Approval: We’ll respond within 1-2 business days with return authorization and instructions.
- Package Your Item: Securely pack the item in its original packaging with all tags attached.
- Ship It Back: Send the package to our Austin facility using a trackable shipping method. The customer is responsible for return shipping costs unless the return is due to our error.
Return Shipping
Return shipping costs are the responsibility of the customer, except in cases where we sent the wrong item or a defective product. We recommend using a trackable shipping service as we cannot be responsible for lost return packages.
Refund Process
Once your return is received and inspected (typically within 3-5 business days after arrival):
- We’ll process your refund to the original payment method
- Credit card refunds typically appear within 5-10 business days, depending on your bank
- PayPal refunds are usually processed within 24 hours
Please note that original shipping fees are non-refundable, and return shipping costs will be deducted from your refund for international returns.
Exchanges
We’re happy to exchange items for a different size or color, subject to availability. Follow the same return process above, clearly indicating you’d like an exchange and specifying your preferred replacement item. If the exchange item is of higher value, you’ll be charged the difference. For lower value items, we’ll refund the difference.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and provide a prepaid return label if needed.
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Email Body:
Dear Bernardo Store Customer Care,
I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:
- Item Name: [Product Name]
- Size/Color: [If applicable]
- Reason for Return: [Please specify]
- Request: [Refund/Exchange – if exchange, please specify preferred item]
Please let me know the next steps to complete this process.
Thank you,
[Your Full Name][Your Email Address]
[Your Phone Number – optional]
Our Return Address
Bernardo Store Returns
1732 Brentwood Drive
Austin, TX 78701
United States
Note: International customers may be subject to customs fees for returned items, which are the responsibility of the customer. We recommend checking with your local customs office before returning international orders.
If you have any questions about our returns policy, don’t hesitate to contact our friendly customer care team at [email protected]. We’re here to help ensure your Bernardo Store experience is as exceptional as our products.