At Bernardo Store, we’re committed to providing premium fashion and lifestyle products for your entire family with exceptional service. Our shipping and returns policies are designed to make your shopping experience seamless and worry-free.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Methods & Delivery Times
We offer two convenient shipping options to serve you better:
Standard Shipping ($12.95)
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Includes tracking and insurance
Free Shipping (Orders over $50)
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
- Includes basic tracking
Note: Delivery times are estimates and may vary depending on your location and customs processing. We currently ship worldwide except to certain Asian countries and remote areas.
Accepted Payment Methods
We accept: Visa, MasterCard, JCB, and PayPal for your convenience.
Returns & Exchanges
We want you to love every Bernardo Store purchase. If you’re not completely satisfied, our straightforward return policy makes it easy.
Return Policy Details
- Return Window: 15 days from receipt of order
- Condition: Items must be unused, in original condition with all tags attached and in original packaging
- Proof of Purchase: Required for all returns
Non-Returnable Items
For health and safety reasons, we cannot accept returns on:
- Baby feeding accessories
- Certain nursery items
- Opened personal care products
- Final sale items (clearly marked at purchase)
How to Return an Item
- Contact Us: Email customer care at [email protected] within 15 days of receiving your order. Use our template below.
- 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 to our Austin facility using a trackable shipping method.
Return Shipping
Return shipping costs are the customer’s responsibility unless we sent the wrong or defective item. We strongly recommend using a trackable shipping service as we cannot be responsible for lost return packages.
Our Return Address:
Bernardo Store Returns
1732 Brentwood Drive
Austin, TX 78701
United States
Refund Process
Once your return is received and inspected (typically within 3-5 business days):
- We’ll process your refund to the original payment method
- Credit card refunds: 5-10 business days (depending on your bank)
- PayPal refunds: Usually processed within 24 hours
Note: Original shipping fees are non-refundable, and return shipping costs will be deducted from international returns.
Exchanges
We’re happy to exchange items for a different size or color (subject to availability). Follow the same return process, clearly indicating you’d like an exchange and specifying your preferred replacement item.
- If the exchange item costs more, 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]
International Returns Note
International customers may be subject to customs fees for returned items, which are the customer’s responsibility. We recommend checking with your local customs office before returning international orders.
If you have any questions about our shipping or returns policy, our friendly customer care team is always happy to help at [email protected].
Thank you for choosing Bernardo Store – where family fashion meets exceptional service.