Returns – 30 Day Return, Detailed Policy & Instructions
At Isabel Bernard, we curate our collection with the utmost care. It’s important to us that you’re happy with your purchase. But let’s be honest, everyone has different tastes! If you’re not entirely satisfied with your new item, you can, of course, return it.
At Isabel Bernard, you have 30 days to register your return, starting from the day you received your order. Once you’ve registered your return, you have a further 14 days to actually send the item back.
For standard returns from the Netherlands and Belgium, we cover the return costs. Returns are therefore completely free when you use our DHL return label.
Returns Policy
You may return an item if it:
- Is unused and undamaged.
- Is complete and returned in its original packaging.
- Is registered for return within 30 days of receipt.
- Is returned including any accompanying accessories and certificates.
You are, of course, welcome to examine and try on an item, just as you would in a high-street shop. If the item has been used or damaged beyond what is necessary to assess it, we may charge a depreciation fee.
Have you received a damaged or faulty item? Please let us know immediately upon receipt via e-mail.
Exchanges
Unfortunately, it is not possible to exchange an item directly. Would you prefer a different size or colour? In that case, you can return your current order and simply place a new order.
Returns from the Netherlands and Belgium
Would you like to return an item from the Netherlands or Belgium? You can do this easily via your personal Isabel Bernard customer account.
- Log in to your personal customer account.
- Go to “Orders” and select the order and the item you want to return.
- Select the reason for the return and add a brief explanation if necessary.
- Click on “Request Return” to submit your return request.
Once submitted, you will receive a confirmation by email. As soon as we have assessed your return request, you will receive further instructions on how to return your item(s).
Pack your items carefully in a sturdy shipping box and ensure they are well protected during transit. Don’t forget to include the original delivery note in the parcel. If you no longer have this, please contact our customer service team before posting.
Please note: Returns must always be sent as a parcel. Letter post will not be accepted.
Returns from other countries
Are you returning an item from a country other than the Netherlands or Belgium? In that case, you will be responsible for the postage costs. You may use a carrier of your choice and send your return to the address below.
Return address:
Isabel Bernard
Osloweg 101
9723 BK Groningen
Netherlands
Please note: Returns must be sent as a parcel. Letter post will not be accepted.
Don’t forget to include the original delivery note in your parcel. This allows us to identify which order your return belongs to and process it correctly. If you no longer have the delivery note, please contact our customer service team before posting.
We recommend that you send your parcel insured and with Track & Trace. Always keep your proof of posting until your return has been fully processed.
If you choose your own carrier, you are responsible for arranging and tracking the return shipment. Isabel Bernard is not responsible for lost or undelivered return shipments that you have arranged yourself. In the unlikely event that your parcel goes missing, please contact your carrier to initiate an investigation.
Important: Without a delivery note or sufficient order details, we cannot determine who a return shipment is from. As a result, we can only process your return once it has been linked to the correct order. This may lead to delays in processing and refunds.
In that case, you will be responsible for the postage costs. You can use a carrier of your choice and send your return shipment to the address above.
Return costs
The Netherlands and Belgium
Returns from the Netherlands and Belgium are completely free of charge when you use our DHL return label.
Would you prefer to choose your own carrier and return your order without our free return label? That’s fine, of course. Please bear in mind, however, that you’ll be responsible for the postage costs in that case. Isabel Bernard does not reimburse these costs.
We advise you to keep your proof of postage safe until your return has been fully processed.
Damaged or faulty item?
Have you received a damaged or faulty item, or is your purchase not working as expected? That’s obviously a nuisance, and we’d be happy to help!
The returns procedure above is intended solely for standard returns.
Would you like to request a repair or make a warranty claim? Please visit our Warranty page for the correct instructions. This ensures your request is directed to the right department and can be assessed as quickly as possible.