we want you to be happy
Returns & exchanges
RETURN & EXCHANGE POLICY
At Bertleys, we want you to love your purchase. If you need a different size or have any concerns, you may return or exchange your order, provided that:
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Items are unworn, undamaged, and in re-sellable condition (no creases or sole wear).
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Items are returned in their original packaging.
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The return request is made within 30 days of receiving your order.
We reserve the right to decline returns that don’t meet these criteria. Bertleys is not responsible for any items returned that were not originally purchased from our online store.
SHIPPING COSTS
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Returns: Customers cover the return shipping costs.
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Exchanges: We cover the shipping costs for exchanges.
RETURNS DUE TO PERSONAL PREFERENCE
If you choose to return a product because it does not meet your personal expectations, we will refund the original purchase price. However:
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Original shipping costs are non-refundable.
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Customers are responsible for return shipping costs.
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The refund will be processed once we receive and inspect the returned item.
If you have any questions, feel free to reach out—we’re happy to help!
Timing
Once our warehouse has received your return, please allow 15 business days for a refund or store credit to be issued. If it has been longer than 15 business days, please contact us.
Free Shipping
We offer free shipping within the major areas.
Please note that orders do not ship on Saturdays, Sundays, or major South African holidays.
We reserve the right to refuse free shipping for any customer returns. International shipping costs are not covered by Bertleys.
Order Changes & Cancellations
Our orders are packaged and shipped out quickly after they are placed to ensure that your boots arrive as soon as possible. Because of this, any changes to your order (including address changes, product changes, or cancellations) must be requested as soon as possible after your order has been placed. We’ll do our best to accommodate your request, but cannot guarantee any changes will be able to be made after your order has been placed.
Need to make a change to your order? Send us an email.
Lost or Damaged Goods
Once verified by the carrier, we will replace any lost or goods damaged in transit with a full store credit or replacement of the original order. Lost orders are not eligible for a refund.
International (Non-SA.) Shipping & Returns
We love our growing community!
We charge a flat rate of R1000 for all international shipments and R350 to neighboring countries. This will automatically be added when you place your order on our website.
VERY IMPORTANT:
Please note that you may be asked to pay tax and duties to the tax authorities of the specific country upon import of the goods. For more info regarding this, feel free to send an email to info@bertleys.co.za
Regrettably, we do not offer international returns or exchanges.ﾠ
Defective/Flawed Products
We stand behind the quality of our products. If you experience any material or craftsmanship flaw, please contact us so that our customer support team can assist. Unauthorized third-party purchases are not covered by Bertleys.
Repeated Returns
We offer free shipping & returns to make your shopping experience with us as easy as possible. We also monitor the number of returns made by customers and continued returns in breach of our terms and conditions. Repeated returns will be flagged and may, at our discretion, lead to the addition of a shipping charge, restocking fees for future returns, or future orders being refused.
Final Sale
SALE ITEMS: No returns or refunds on sale items will be accepted, however an exchange for a different size or colour of the same value may be requested within 30 days of purchase with proof of purchase.
