Orders & returns
CONDITIONS TO COMPLETE A RETURN
You must manage the return before the established deadline:
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- Online shopping: you’ve got 30 days from the moment you receive your order to make a return. The refund will be made via the same payment method used for the purchase.
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- Shop at a physical store: You have 30 days from the purchase date to return your purchase. The refund will be made via the same payment method used for the purchase. Please remind that the purchase receipt is needed. Refunds will be made purchase according consumer protection regulations (cancellation of a transaction) – 2010.
Items must be in their original condition and include all labels.
You have to make the return in the same state where you made the purchase.
You can find more information about the Return and Exchange Policy and the right of withdrawal in our Terms of Use.
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How can I return an item?
There are 2 return options: in-store and home pick up (there is no drop off for returns)
The simplest way is to return the item at one of the Bershka shops located in the market in which you made the purchase (you can return the items in any store, no limitations)In-store return is free. Home Collection option has a cost of 30 ILS
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. The courier will contact you. The steps to follow are indicated in "My Account". Garments must be in perfect condition and with the delivery certificate or the invoice. Remember that you can print the invoice from "My Account" 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. The Home Collection return method has a cost of 30 ILS per return and will be deducted from the refunded amount.
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HOW WILL I RECEIVE THE AMOUNT OF MY REFUND?
REFUND OF AN IN-STORE PURCHASE
If you have returned an item purchased in a store, the refund will be made to the same payment method used for the purchase according consumer protection regulations (cancellation of a transaction) – 2010.
If a refund to the original payment method is not possible, our store staff will advise you of an alternative method.
REFUND OF AN ONLINE PURCHASE
You can cancel an online order as of ordering date until 30 days from receipt of the product and the money will be refunded to the original payment method.
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WHEN WILL THE AMOUNT BE REFUNDED FOR MY RETURN?
Once the return has been made, according to the Return and Exchange Policy, we will send you a confirmation email with refund invoice.
If you have not received a refund in your account after more than 14 days, please show the confirmation to your Credit Card company so they can help you and speed up the process. You can find more information about the Return and Exchange Policy and the right of withdrawal in our Purchase Conditions.
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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.
Customized products cannot be exchanged or returned, in addition, the purchase of customized products cannot be cancelled.
Special items such as earrings, tights or socks, underwear and swimwear should be returned in perfect condition: unused, unwashed, with their inner label, without repairs and together with their original packaging and with their purchase receipt:
- Swimwear: should include the hygiene sticker
- Accessories: should be returned in their full, original packaging and should not have been handled.
- Fragrances and “Beauty” collection: should be returned in the same sealed, original packaging.
- Packs: cannot be divided and all of the items should be returned in the original packaging.
We do not allow exchanges of any item purchased.
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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. Once cancelled, you cannot go back, but you can always place a new order.
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CAN I CANCEL MY ORDER?
Yes. If you wish to cancel an order that has just been processed, you have to log in to your account and under “Order History” select “My Orders” . Within the order you want to cancel, select this option.. Bear in mind that:
The “cancel order” function will be active as long as your order is not yet ready. If it is not active, it means that it is no longer possible to cancel it. Please Contact our Customer Service department for any further queries on the subject Once cancelled, you cannot go back, but you can always place a new order.
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 (color, 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 color 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. Please bear in mind that stock figures are always for guidance. This information is not available during sales. do you have “online only” collections?
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¿ARE THE OFFLINE AND ONLINE PRICES THE SAME?
Yes, but in the event that there are any discrepancies between the prices that appear on the website and those specified on the clothing item tags, the binding price is the price delivered to the customer at the time of completing the order procedure.
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What is included in the price?
All prices include VAT 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?
The exchange option is not available for purchases made on the website. However, you can always return your order free of charge during the return period established and make an additional order. Additional information about the returns policy is available in the user conditions and rules on the website.
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, MasterCard, AMEX, Online Voucher.
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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.
DELIVERY
IN STORE DELIVERYwith no charge up to 25 working days |
STANDARD HOME DELIVERYShipping fee 30 ILS up to 25 working days |
DROP POINT DELIVERYShipping fee 15 ILS up to 25 working days |
IF YOU SELECT home DELIVERY or drop point, IT WILL BE with no charge FOR ORDERs OVER 199 ILS only for non-discounted items.
These deadlines are approximate, we will confirm the estimated delivery date in the purchase process by the delivery date set out in the Shipping Confirmation.
Estimated delivery periods are understood to begin 24 working hours following the date of purchase. Working days are understood as being Sunday to Thursday and non-public holidays. Friday and Saturdays and public holidays are excluded from delivery periods.
During sales periods, Holidays and/or special promotions, deliveries could delays. In addition, store delivery may not be available due to limited store storage capacity.
If, after the established deadline, you have not received your package, contact our Customer Service Department.
During the sale or promotion period, some shipping methods may not be available.
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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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WHAT MESSAGES WILL I RECEIVE ABOUT THE STATUS OF MY ORDER?
After the payment is authorized, you will receive an email with the order number. From this moment on, you can check the order status in the section “My Orders”. Once shipped, you will receive a warehouse dispatch confirmation email that will include a tracking link. With this link you can know the status and location of your order at any time.
If you asked to collect your order from one of our stores, You will receive an Email notification when the order has arrived at the store you selected at the time of purchase. From this moment, you have 15 days to collect it. The person collecting the order will need to show an ID document and provide the Eco-ticket/mail/invoice.
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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 to another person so that they can present it in store and pick up the package. This person should also bring his ID and he needs to present it to the team’s store.
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CAN I CHANGE THE DELIVERY ADDRESS OF AN ORDER?
You can change the delivery address when making the purchase. In some cases, it will be possible to change the address after it's purchase, we recommend that you contact customer service for more information.
We would like to note that we cannot change the form of delivery after placing the order, in this case the order must be canceled (if possible) and placed again.
Shop Online
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How do I shop online?
You can easily make a purchase from any browser or through our iOS or Android app. Download it knowing that we guarantee the security of your data during all your purchases.
Simply follow the following easy steps:
1. Select the section you’re interested in and the category of the item you’d like to purchase or use our search function to find it. You can view all the information about the items you’re interested in via each product's description (e.g. materials, care instructions, size, colour, price, reference number).
2. Add the items you want to buy to your basket, create an account to process your order.
3. To complete your purchase, you'll need to select your shipping and payment methods of choice.
That's it. Click on ‘Pay and Process your Order’ and... Done!
We'll send you confirmation of your order by email.
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Do I have to be a registered user to shop at bershka.com?
Yes. If you sign up, you'll have access to the ‘My Account’ section where you'll be able to check the status of your orders and receipts at any time and you won't have to fill in your details for every purchase.
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How can I recover my password?
If you forget your password, you can recover it by going to “Log In” and then by clicking on “Forgotten your password”?
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How can I change my user account information?
You can change your information at any time under the “Personal details” section of “My Account”.
GIFT CARD
The perfect solution for those last-minute gifts.
Valid at physical stores as well as the online store.
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Where can I get and use a gift card?
You can buy our gift cards at any Bershka physical store.
You can use it online or in any of our Bershka stores.
It is valid only in the market/region in which it was purchased.
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What is the validity period of the gift card?
It is valid for two years.
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What happens if I lose my gift card?
It is a bearer document. Bershka will not replace the Gift Card if it is stolen, lost or damaged.
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Can I return the gift card?
A Card which has not been used yet can be returned for the refund of its balance within 30 days from the date of purchase, at any of the Bershka stores. The price paid for the Card shall be refunded using the same means of payment used to purchase it. For such refund, the sales receipt or e-ticket and, where appropriate, the payment card must be presented. Return of any card purchased abroad shall not be accepted.
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How can I check my gift card balance?
To check your gift card balance, click here.