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RETURNS POLICY

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CHRISTMAS RETURNS POLICY 2024

For the festive season we start our Returns Policy early to provide you extra time to purchase the presents you want for your loved ones. Therefore any purchases made from 1st November 2024 up to 24th December 2024 can be returned up until 15th January 2025. Please ensure you keep your emailed receipt / order confirmation so the item can be returned if required. Please note we must be in receipt of the returned item by the 15th January 2025 and any item falling outside this period WILL NOT be accepted under any circumstances.

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RETURNING AN ITEM - NOT SUITABLE

We hope you love your Berties Of Bay heritage clothing item, however if for some reason it's not suitable you have 30 days from the day you received your item in which to return it back to us, unless it falls within the dates of our Christmas Returns Policy please follow the instructions noted above. If we have not received the item back within this time period your return WILL NOT be accepted under any circumstances.

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The item must be unworn / unused, in its 'original condition' with the product card attached.  Upon safe receipt and careful inspection, we will refund the cost of the item you originally paid at the time of ordering, along with the postage cost you originally paid at the time of ordering. If you originally ordered more than one item, we will only refund the cost of the item you are returning. If there was a special promotion whereby you received a free gift then please note the free gift must be returned along with the item unworn and unused.

 

We do not refund or cover the cost of return postage so we strongly recommend prior to placing your order you contact us via web chat (click icon on bottom right of screen) to check he size you are planning to order will fit you. All we require is the item you are wanting to purchase, your height, chest and waist measurements in inches. It will also help us if you tell us how you want the item to fit, loose, fitted, etc

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Please note WE DO NOT OFFER EXCHANGES. If you love your item but want a different size or colour please return your item following the process above and we will action your refund upon safe receipt. Re-order the preferred item you require as a new order. We recommend this is actioned sooner than later as we can't always guarantee we will have every size and colour of every item in stock.

 

When posting your item back to us, a postal service with tracking facility must be used as we will not take responsibility if the item is lost and the refund will not be issued. We recommend using Royal Mail Second Class signed for service.

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Our address for returning your item is:-

Returns Dept. Berties Of Bay, The Old Bakery, Chapel Street, Robin Hood's Bay, North Yorkshire, YO22 4SQ

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Your refund will and can only be paid back onto the original payment facility used to fund the original purchase and can take 3-4 working days depending on the payment provider originally used.

 

If you have received an item as a Gift and it is not suitable or doesn't fit unfortunately we cannot refund the value onto a Gift Card for you to redeem on another item. The item has to be posted back to us and the cost of the item will be refunded back to the original purchaser as explained above.

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RETURNING AN ITEM - IT'S FAULTY

Even though we carefully inspect all of our garments and accessories prior to posting, if you find your item is faulty please email us at hello@bertiesofbay.co.uk with details of the fault, along with photographs at your earliest convenience so we can liase with you and discuss the issue / fault.

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If the item needs sending back to us upon safe receipt and careful inspection we will either quickly rectify the issue if it is something simple, or post out a replacement item if the issue cannot be rectified. We kindly request you email us a copy of your postage receipt so we can immediately refund the cost of you posting the item back to us.

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Our address for returning your item is:-

Returns Dept. Berties Of Bay, The Old Bakery, Chapel Street, Robin Hood's Bay, North Yorkshire, YO22 4SQ

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TERMS & CONDITIONS OF OUR POLICY

  • The definition 'original condition' means item is in original packaging with product card attached, item hasn't been worn or used, item is without make up or other marks and can be resold at full retail price.

  • The term 'fault' refers to manufacturing fault. This does not refer to shrinkage as all knitwear SHOULD NOT be washed due to oiled content in the wool. Very worst case scenario e.g. stain hand wash in luke warm water and dry flat on a towel. DO NOT place in washing machine or tumble dryer. For all cotton garments machine wash at 40 degrees, for best results hold each shoulder area to shake and place on coat hanger to dry. Please note if you lay over clothes airer when wet this could or cause light crease white line to appear. Please note we do provide care instructions with all our garments which are to be adhered to because your garments are designed to last for many years.

  • You have 30 days from the day you received your item in which to return it. If we have not received the item back with us within this period the return WILL NOT be accepted under any circumstances.

  • Refunds will and can only be paid back onto the original payment facility used to fund the original purchase and can take 3-4 working days depending on the payment provider originally used.

  • If you have received an item as a Gift and it is not suitable or doesn't fit unfortunately we cannot refund the value onto a Gift Card for you to redeem on another item. The item has to be posted back to us and the cost of the item will be refunded back to the original purchaser as explained above.

  • The postage cost of returning an item is the responsibility of you, the customer.

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