Orders & returns
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30 days time to return |
In-Store return is always FREE |
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How can I return an item?
IN STORE RETURN
In-Store return is always FREE
The simplest way is to return the item at one of the Bershka shops located in the market in which you made the purchase, provided they have the same section the clothes belong to (girls or boys). Show your electronic receipt, on paper or on your mobile, at the till. Remember that your electronic receipt can be found attached to your order confirmation email, or in My Orders/Order History.
DROP OFF RETURN
If you prefer, you can request a DropOff return on our website, where you can leave the items at one of our collection points.
- Make the return request from your account. If you want to return your cash on delivery order, also fill in your bank details to receive a refund by bank transfer.
- You will receive an email that will contain a return label.
- Follow the instructions indicated on the return label before dropping the package off at the nearest authorized Drop Off location.
Please find below our Drop Off return policy:
- If you request and return your first Drop Off return for each order within the first 14 days of return period, it will be FREE.
- If you make your first return request after the first 14 days of return period, we will charge the shipping cost of 5,95 BAM.
- If you would like to return more items from the same order with the second return request, we will charge the shipping cost of 5,95 BAM.
The Drop Off return cost of 5,95 BAM will be deducted from the refunded amount.
HOME COLLECTION
If you prefer, you can request a return through our website and a courier will collect the items at the address you specify, always when located in the same market where you made the order.
- Make the return request from your account indicating the items to be returned and pick-up address. If you want to return your cash on delivery order, also fill in the bank details to receive a refund by bank transfer.
- You will receive an email confirming the request.
- Transport will collect the order in 24-72 hours (working days).
The home collection return method has a cost of 6,95 BAM per order returned and will be deducted from the refunded amount.
In case you want to return items from several orders, it is important that you apply for a return request for each one, according to the number of boxes you wish to return. BERSHKA is not responsible for returns of items purchased in different orders and/or returned with the request for collection of a different purchase.
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How will I receive the amount of my refund?
Once the refund is approved, the same amount will be refunded to the same payment method used to make your purchase.
Exceptionally, for orders paid by Cash on Delivery we will carry out such refund via bank transfer if you choose Home Return option or in cash if you choose In-store Return option
If you want to return your cash on delivery order in store, please bring the garment in store. The refund will be made in cash from the cash till.
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When will the amount be refunded for my return?
Upon approval, you will receive confirmation telling you the amount which will be paid in the coming days. Turnaround time on a credit card and/or a PayPal account always depends on your bank.
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What can I do if the amount of my refund is incorrect?
Contact the customer service department, and we will solve the problem as quickly as possible.
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How can I be sure my order has been made correctly?
Once your order has been completed, you will receive an email confirmation for it. If you do not receive one, contact our customer service department.
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CAN I RETURN ANY ITEM?
Any items that you wish to return must be in perfect condition, still have their original labels on and be unworn. Returns must be made within a maximum of 30 days of shipping confirmation email.
You cannot return:
- Customised items
- Underwear
- Earrings
- Hair accessories
- Caps or hats.
- Printed on demand items
- The Bershka Print Shop products
Please note that the following special conditions apply for specific items:
- Swimwear: must include the hygiene sticker
- Accessories: must be returned in their full, original packaging and must not have been handled.
- Fragrances and “Beauty” collection: must be returned in the same sealed, original packaging.
- Packs: cannot be divided and all of the items must be returned in the original packaging.
We do not allow exchanges of any item purchased online.
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Can I cancel an item in my order?
As long as you have not finalized the entire purchase process, you can delete any item from your shopping basket. Otherwise, you should cancel your order.
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Can I cancel my order?
Yes. In “My Account” under “Order History”.
Bershka.com reserves the right to refuse returns communicated or sent after the deadline, or items that are not in the same condition that they were received.
Products
Shopping at bershka.com is really easy and also fun if you follow our easy steps
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Will I receive the same product that I see in the picture?
Yes. At Bershka.com we make every effort possible to show the features of the items (colour, textures, etc.) as close to reality as possible.
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Will you restock items indicated as “out of stock?”
Yes. Out of stock items are restocked as quickly as possible. If you request so on the item’s page, we will send you an email when it is available, in the colour and size you specify.If it is not possible to restock the item, we will remove it from the website.
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Do you carry the same merchandise as in the physical stores?
Yes. Although it may be that the store runs out of stock before the website or vice versa, which is why for each item, you will find the option “Nearest store,” where you can check on availability of the item at the store of your choice.
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¿ARE THE OFFLINE AND ONLINE PRICES THE SAME?
Yes ,but if there were any differences between the price tag and the price on the website the correct price would always be the price showing on the ticket.
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What is included in the price?
All prices include VAT as well as other local taxes but not shipping, which is shown apart from the shopping basket. Remember that there are no shipping charges if you choose to pick your order up in one of our stores.
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What should I do if I receive a defective item?
Bershka.com only sells items in perfect condition, so if you ever receive an item that is not, please contact our customer service department.
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And if I receive an incorrect item?
If by some chance you receive an article you did not order, contact our customer service department.
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CAN I EXCHANGE ITEMS I HAVE PURCHASED AT BERSHKA.COM?
You can exchange items for a different colour or size, but only in-store. If you wish to exchange your purchase for a different item, you should return it and then purchase it again online. Please follow the same process if you wish to change the size or colour of an item from home.
Clothing must be in perfect condition and, for reasons of hygiene, tights, socks, earrings, headbands and other hair accessories (hairpins, elastics, scrunchies...) may not be exchanged.
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CAN I EXCHANGE ITEMS AT ANY STORE?
Yes, as long as the store is located in the market where you made the purchase and has the corresponding department (women’s or men’s).
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HOW MUCH TIME DO I HAVE TO EXCHANGE AN ITEM?
You have 30 days from the date shown on the shipping confirmation email.
At Bershka.com, it may happen that by accident information with typographical errors, inaccuracies or omissions in the product’s description, price or availability can appear. We apologize in advance and reserve the right to correct them, without prior notice, even after an order is made.
Payment
Paying your purchases
just got easier
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Which payment methods can I use to make my purchase?
You can pay by : Visa and Mastercard. You can also pay by cash on delivery for Home Delivery purchases.
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When is the purchase amount removed from my bank account?
Once the bank authorizes payment, you will receive an email confirmation of the order, but the money will not be removed from your account until the items leave our warehouse to the destination you requested.
This means that if, for any reason, we cannot send any of the items you ordered, there will be no charge to your account for that amount.
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For what reasons could my credit card be rejected?
Your credit card can be rejected for the following reasons:
- The card could be expired. Check the expiration date to rule out this possibility.
- You may have reached your card’s limit. Check with your bank that the card has not exceeded the purchasing limit.
Make sure you have correctly entered all the information on the card.
If after checking all possibilities you still cannot complete your purchase, contact your bank to resolve the problem.
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Can I get an invoice in my company’s name?
Yes. Simply mark the “company” option in “Personal Information” and enter the tax information we request.
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Is it safe to purchase with a bank card at bershka.com?
Yes. Card information entered is transmitted in encrypted form using the encryption protocol known as Secure Socket Layer (SSL) to protect your data; you can verify this by clicking on the padlock that appears in the address bar of your browser during the checkout process.
For credit card transactions, the security code number (CVV2) on the back of the card is required. You can only see it if you have physical access to the card, and it will not be saved on our website.
Additionally, we have anti-fraud systems to detect illegal or improper use of credit cards.
bershka.com reserves the right to contact you to request more information in the event of any problems with payment.
Shipping
In store deliverycompletely free |
STANDARD HOME DELIVERYShipping fee 7.95BAM 5-10 working days |
Please keep in mind that, depending on the origin of the items in your order, some delivery methods may be unavailable.
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WHERE IS MY ORDER?
You can track your order here to access your account. We will notify you by email of all changes in the status of your order.
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HOW CAN I CANCEL MY ORDER?
You can cancel your order as long as it is not "Packaged". Go to the "My Orders" section here and register to see the status of your order. All you have to do is enter the order history and select "Cancel". You will receive a cancellation confirmation email within a few minutes.
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WHAT MESSAGES WILL I RECEIVE ABOUT THE STATUS OF MY ORDER?
A first order confirmation email, at the moment you make the purchase.
Another email confirmation of delivery, when your order leaves our warehouse to the address that you have entered. In the case of home delivery, the courier company will contact you to give you the tracking number of your order and communicate when it will be delivered. In the case of delivery in store, we will send you an email and an SMS when your order arrives at the store that you have chosen for you to pick it up from. In the case of delivery at a collection point, the carrier company will contact you when the order is available with instructions to pick up at the point you have requested.
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WHAT DO THE DIFFERENT STATES OF MY ORDER MEAN IN "MY ACCOUNT"?
Approving: once your order has been processed and the information you have provided is being checked.
In process: your order is being prepared in our warehouse.
Sent: the items have left our distribution center to the requested address.
In store: your order has arrived at the store.
In transit: when the order is pending delivery by the carrier.
Delivered: final status that indicates the order has been delivered correctly.
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CAN SOMEONE ELSE PICK UP MY ORDER?
Yes, all you have to do is forward the order confirmation email or the SMS to another person so that they can present it in store and pick up the package.
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CAN I CHANGE THE DELIVERY ADDRESS OF AN ORDER?
Yes, as long as you have not completed the purchase process. Otherwise, you must cancel the order if it has not been packaged yet by the warehouse and make a new one with the correct address.
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WHAT SHOULD I DO IF I RECEIVE A DEFECTIVE ITEM?
At Bershka.com we offer our customers items in perfect condition, which go through an exhaustive quality control. If you receive an item that you consider to be defective or that you have not ordered, you can contact our customer service.
During the sale or promotion period, some shipping methods may not be available.
Terms & conditions
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Terms & Conditions
You can read the terms and conditions of sale here