Refund policy
EXCHANGES
What is the maximum deadline for making an exchange?
You have 15 calendar days from the date you received your package to request any exchange.
What are the requirements for exchanging an item, size or color?
The maximum period of 15 calendar days from the date of receipt must not be exceeded.
The garment must have its original tags and packaging, be unused, and be in perfect condition.
Exchanges are not accepted for made-to-order, custom-made, or altered/repaired garments.
In exceptional circumstances, exchanges may be handled through store credit.
All exchanges must be collected by our courier company. Shipping costs for packages sent directly by the customer are not authorized and will be at the customer's expense. For the Canary Islands, Ceuta, Melilla, and international orders, if the courier delivering the package requests any payment, this will be deducted from the amount owed to the customer, if any.
What is the cost of an exchange?
For the customer, an exchange is much more economical than making a return and placing a new order.
MAINLAND SPAIN: THE EXCHANGE IS FREE. LAURA BERNAL covers the return costs and the shipping costs of the first exchange; any additional exchanges are at the customer's expense, at a cost of €14.99.
BALEARIC ISLANDS AND PORTUGAL: The cost of the exchange is €14.99. You will not be charged for return shipping or for the new shipment.
CANARY ISLANDS, CEUTA, MELILLA, AND ALL OTHER COUNTRIES: The customer must make a return and place a new order to obtain the desired product.
How do I make an exchange?
Home pickup:
- If you would like to exchange a size, color, or item, email us at info@laura-bernal.com with your order number, the item you want to exchange, the email address used for the order, and the phone number where we can reach you. Let us know whether you prefer to be contacted in the morning or afternoon, and we will handle it for you personally. Exchanges are not available on our website.
- Choose the new garment: you can exchange the size, the color, or select another product available on the website. Let us know in your email which exchange you'd like to make if you already know, or let us know if you'd like our advice, and we will get in touch with you by email, WhatsApp, or phone, on a personal basis.
- Confirm the address for pickup and delivery, and have the package ready in its original packaging for collection within 24–48 hours of us arranging the exchange with you.
- Prepare the package with the return note (you will receive everything by email) and its original packaging.
- Receive your new garment at the time of pickup: the courier will collect the item being returned and hand over the new one at the same time.
VERY IMPORTANT: You must have the package ready within 24–48 hours of arranging the exchange with us, and hand it over when the courier comes to collect it so that you receive the new package at the same time.
Please note that pickup takes place during the day with no guaranteed time slot, so please provide an address where someone will be available to receive and hand over the package.
RETURNS
You can submit a return request using the following Form.
What is the maximum deadline for making a return?
You have 15 calendar days from the date your package was delivered to request any return.
What are the requirements for making a return?
The maximum period of 15 calendar days from the date of delivery must not be exceeded.
The garment must have its original tags and all of its original packaging (hanger, box, and bag), be unused, and be in perfect condition.
Returns are not accepted for made-to-order, pre-order, custom-made, or altered/repaired garments.
Returns from different order numbers cannot be combined into a single package.
All returns made from within Spain must be collected by our courier company. Shipping costs for returns arranged directly by the customer will be at the customer's expense.
For the Canary Islands, Ceuta, Melilla, and international orders, if the courier delivering the package requests any payment, this will be deducted from the refund amount corresponding to that order.
What is the cost of a return?
Returns from Mainland Spain and the Balearic Islands
The cost of a return is €8.99 for any customer in SPAIN (MAINLAND), and items from different orders cannot be combined into a single return.
The cost of a return is €14.99 for any customer in the BALEARIC ISLANDS, and items that do not come from the same order cannot be combined into a single return.
Returns from the Canary Islands, Ceuta, Melilla, the United Kingdom, and Europe
In this case, you must request the return by email at info@laura-bernal.com, and we will let you know how to proceed.
Returns from the CANARY ISLANDS, CEUTA, MELILLA, THE UNITED KINGDOM, PORTUGAL, AND EUROPE cost €21.99. Once the return has been requested, we will provide you with the label details and the location where you can drop off the package. Our company does not cover any costs arising from customs, handling fees, taxes, or local duties. For the Canary Islands, Ceuta, Melilla, the United Kingdom, and any international destination, if the courier delivering the package requests any payment, or if there is any cost arising from customs, handling fees, taxes, or local duties, this will be deducted from the refund amount for the corresponding order.
Shipping costs for returns arranged directly by customers are not valid without our express written authorization, but will be at the customer's expense if they choose to send them anyway.
International returns
For international returns, please write to info@laura-bernal.com. The average cost of a return is approximately €149.99, but you must confirm the pickup country with us so we can confirm the exact cost. In the case of an international return that incurs an additional cost for taxes, customs, handling fees, or local duties when the package is delivered to our facilities, our company will not cover this cost, and any additional expense will be deducted from the refund amount.