Returns and Refunds

Returns & Exchanges

We are proud of our products and want you to enjoy wearing them.

If you wish to return or exchange an item, please contact Customer Services for return authorisation. Goods should be returned within 30 days of receipt, unworn, with all labels attached and, where applicable, in their original packaging.

Once received, returned goods are inspected before a refund or exchange is processed.

Refunds are normally made within five working days of satisfactory receipt and inspection of the goods and will be credited to the original method of payment.

Return delivery costs are the responsibility of the customer unless the goods are faulty or have been supplied incorrectly.

Original delivery charges are refunded where required by applicable consumer law.

Bespoke, Personalised & Special Orders

Bespoke and personalised goods, including slippers made or embroidered to a customer's individual specification, cannot normally be returned, exchanged or cancelled once production has begun.

The same applies to knitwear made or ordered specifically to a customer's individual requirements.

This does not affect your statutory rights where goods are faulty, damaged or incorrectly supplied.

Sale Items

Sale items may be returned in accordance with our normal returns policy unless they have been made, altered or personalised specifically for the customer.

Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Where an order has already been dispatched, it may be necessary for the goods to be returned to Berk before a refund can be processed. Any return or recovery costs for orders cancelled after dispatch may be deducted where permitted by law.

Chargebacks

If you have a question or concern about an order or payment, please contact Berk Customer Services first. We will investigate the matter promptly and, where a refund is due, arrange it directly.

A chargeback is a formal process administered by the customer's bank or card provider and can take considerably longer to resolve. Where a chargeback is raised, Berk will provide the card provider with the relevant order, payment, delivery and correspondence records requested as part of its investigation.

Nothing in this policy affects your statutory rights or your rights under the rules of your card provider.

Returning Goods

Please obtain and retain proof of posting or other evidence of return until your refund or exchange has been completed.

International returns must be clearly identified on the customs declaration as Returned Goods. They should not be declared as a new sale to Berk.

Incorrect customs declarations may result in import duties, taxes or handling charges being imposed when the goods re-enter the United Kingdom. Where charges arise because a return has been incorrectly declared, Berk reserves the right, where permitted, to deduct the resulting costs from any refund.

For return authorisation or assistance, please contact:

Berk Cashmere Customer Services
+44 (0)1524 770 286
berk@berkcashmere.co.uk