Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@bertandroxy.com. If your return is accepted, we will send you instructions on how and where to send your package. Buyers are responsible for return postage costs. If you are returning items from outside the UK, please mark 'Returns' on the custom label. Items sent back to us without first requesting a return will not be accepted. Please dispatch your returns within 30 days of receiving your order.

You can always contact us for any return question at hello@bertandroxy.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If a replacement is not possible, then a full refund, including postage costs will be given.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or custom or personalised orders. Please get in touch if you have questions or concerns about your specific item.

Exchanges
Exchanges are possible, where available. Please contact me if you would like to exchange an item

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, the total item cost will be refunded, minus the shipping cost. Returns will be processed within 3 working days. If the returned item has been damaged, this will be reflected in the refunded price. Please remember it can take some time for your bank or credit card company to process and post the refund too.