1 - Can I cancel, return or exchange my order?
This website is operated by farfetch.com, a company specialised in providing ecommerce operations and infrastructure to a network of international independent retailers. When using this website, you benefit from handling and customer service provided by farfetch.com who will also oversee the returns process.
Bernhard Willhelm is happy to accept returns for any reason up to 14 days after the receipt of your order. You have up to 7 days to complete the online returns form within the returns procedure and then a further 7 days to send the goods back to our boutique. This means that the package must reach the originating boutique within 14 days after you have received your order. Please be aware that the parcel can take up to 7 working days to be returned to our boutiques or warehouse, unless sent via special delivery. We do not offer exchanges.
Before requesting a return, please take a moment to read our returns policy below.
Our returns policy
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from the farfetch.com network, for a full refund.
Please read the information below:
- The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- The cost of returning the item to us is your responsibility.
- farfetch.com and its partner sites will not accept returns for any non-faulty items that have been worn and tags removed.
- Upon receipt of an order, if any item has been received with no tags, the customer should notify us by contacting the SUPPORT CENTRE on the same day if they wish to make a return.
- For swimwear, lingerie and hosiery returns – for hygiene reasons please ensure that briefs are tried on over your own lingerie - we will not accept returns on lingerie that has been worn or is returned in a soiled condition. We cannot accept returns on hosiery once packs have been opened.
- We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging. If your item is faulty on receipt, please contact us within 24 hours of delivery to arrange for an exchange or refund. We may require evidence of the fault in the form of photographs.
- Please note that items should be returned in its original packaging and shoes must be returned with the original shoe boxes.
- In the event of any failure to return any goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods
- Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU). This returns policy does not affect your statutory rights.
This returns policy does not affect your statutory rights.2- I have seen an item in one of your stores. Can I order it online?
The stock in our stores and online stores is directly linked and synchronised, so if an item isn’t available online it won’t be available in the shop either.3- Part of my item has broken. Can you send me a replacement?
Unfortunately, we can only sell complete items and not parts of them.4- How do I know my new item will fit me?
When you click on a garment a measurement table will appear next to it. Simply cross-check these measurements with your own to ensure you have ordered the correct size. 5-I can’t track my package, what should I do?
You can go to www.ups.com or www.dhl.com anytime to view and monitor the status of your shipments, by inserting the tracking number supplied. 6- Are you going to have this product again in this size?
I’m afraid we can only help you if the product you are after has the functionality "Inform me on Re-stock" available. If this doesn’t show next to your desired style it won’t be available again for at least three months.7- Are you going to have this style again?
I’m afraid we can only help you if the product you are after has the functionality "Inform me on Re-stock" available. If this doesn’t show next to your desired style it won’t be available again for at least three months.8-My order is incomplete.
You can track your order by going to www.ups.com or www.dhl.com . If you have received an incomplete order, please click here to contact customer services.9- I would like to know when this item is going to be re-stocked
Unfortunately, if an item is not available Bernhard Willhelm can’t guarantee that it will be re-stocked. 10- Do you ship to my country?
We ship worldwide using UPS or DHL.11- What should I do to buy from your site?
Please note: Customs authorities in Russia have recently tightened restrictionson import shipments to Russia. As a consequence, non-document shipments sent toprivate individuals now undergo extraordinary scrutiny leading to an increasednumber of customs holds and delays in delivery. At present we will not beoffering delivery to Russia.
Before you start shopping, we recommend that you read our Terms and Conditions. Once you register on our website select the article you wish to purchase, put it in your shopping bag and click "buy". You can then choose the type of payment you wish to use and, once your transaction has taken place, you will receive a confirmation e-mail about the status of your payment and order.12- How do I know which items are in stock?
All items shown on the website are in stock unless the words "out of stock" are listed next to the product. Please note that putting an item in your shopping cart does not automatically book it for you, and that it can be purchased by another customer while you surf.13- What payment methods does Bernhard Willhelm accept?
You can choose to pay by credit card or debit card on the first page of the site. Bernhard Willhelm accepts: Visa, MasterCard and American Express. To use your Visa ELECTRON you will need authorization from the issuing bank. You can also pay using "PayPal".14- Is it safe to use my credit card online at Bernhard Willhelm?
At Bernhard Willhelm all payments are made using the most advanced technological systems and coding methods. Bernhard Willhelm also supplies VeriSign certificates and ATW for you safety.15- How will I know my order has been received?
After your purchase has been made you will receive a confirmation e-mail, which doesn’t mean that your order has been accepted by us. The order will be accepted and sent to you once your credit card and address details have been approved and verified.16- Can Bernhard Willhelm ship to more than one address in a single order?
During the shopping process you will be asked to choose one shipping address for your delivery. If you would like your items to be sent to separate addresses, please request an address replacement when purchasing. Remember that you can always contact our customer service who will be happy to assist you.17- How much will I be charged for shipping?
Shipping costs will be calculated based on the size, weight and destination of your package. All shipments are processed by UPS or DHL, a Bernhard Willhelm partner carriers.18- Will my personal information be kept private?
All orders will be delivered in farfetch packages, which will aim to protect your goods and ensure that they reach you in perfect condition. 20- Are all your brands legitimate?
All our items are genuine and have been bought by our brand representatives.21- Will there be additional duties or taxes payable on my purchase?
If the recipient's address is part of the European Union, there will be no added costs. For non-EU, however, you will need to check the tariffs that may apply. These charges will not be calculated at the check out. These charges are your responsibility and will be payable upon delivery of your item.22- Can I place a special order?
Unfortunately we can’t place special orders. 23- Will you start carrying any new brands, in which case, which and when?
We are always on the lookout for new brands to add to our site, and often conduct surveys to find out what our customers require.24- Could you give me some fashion advice?
Unfortunately we don’t offer this service at present.25- When is the ordering process complete?
Your order will be accepted and sent once your credit card has been approved and the address verified.
If your question remains unresolved, please contact us.