Is your Isabel Bernard item broken? Of course we find this very unfortunate and we would like to solve it for you. Fortunately Isabel Bernard is also able to repair your item!
Before we can help you with your defective item, please contact our customer service. Always mention the order number of your article and send a picture/video showing the defect. Include a clear explanation of how the damage or defect occurred. In case of a simple defect, our customer service will help you as soon as possible with a clear solution. If a physical repair is required, our repair department will assess the defect and contact you within 3 working days regarding the necessary next steps.
Repairs that have not been reported to us in advance cannot be processed. The cost of a sent repair that has not been reported is € 14.95. A repair is only covered by warranty if you enclose proof of purchase. If a guarantee certificate was provided with your purchase, then you must also send it along.
Bags and wallets:
What are the repair costs if there is no guarantee? These costs depend entirely on the article and the defect. If the costs are higher than € 50.00, you will first receive an estimate. You then have the following choices:
After your repair has been reported and approved, download the repair form. Fill in the repair form as carefully as possible and add the form to the package to be sent. Send the package to our return address.
On whose account are the costs of sending in repair items?
If there is no guarantee or no longer any guarantee, the costs of the return shipment will be for the account of the buyer. Once your repair notification has been approved by our repair services, you will receive all the necessary information to send the item back to us free of charge. You are responsible for packing your return shipment properly to protect the item during transit. Isabel Bernard cannot be held responsible if a parcel does not arrive or arrives damaged. If you would like to insure your parcel, to avoid any risk of loss, please choose to send your parcel by registered post.
Who bears the risk of returning repair items?
How long does it take to repair an item?
Please contact our customer service.