FAQs

ORDERING

Can I order as a guest?
Yes, you can checkout as a guest or log in/register for an account.
Are items in my shopping cart reserved?
No, items are not reserved until checkout is completed.
Can I combine two separate orders?
No, separate orders cannot be combined due to technical limitations.
Can I modify or cancel my order?
Modifications aren’t possible after placing the order. To cancel before dispatch, contact customer service with your order number at [email protected].
Why haven’t I received an order confirmation?
Check for typos in your email address or failed payment. If unsure, contact customer service at [email protected].

How long will delivery take?
Orders are usually dispatched within 2 working days.
Estimated delivery times:

UK: Up to 7 working days
EU: Up to 2 weeks
Outside UK/EU: Up to 2 weeks
Can you guarantee a delivery date?
We cannot guarantee an exact delivery date. Please refer to the estimated timeframes above.
Who is the courier?

UK: Royal Mail
International: Royal Mail
Why aren’t all orders sent with tracking?
Most orders arrive promptly without tracking. Tracked delivery is used only when necessary.
What if my order is returned to sender?
Please check your delivery address and contact customer service at [email protected] with your order number and correct address. We’ll arrange a new shipment once the parcel is returned to us.
When is a parcel considered lost in transit?

UK: After 14 days
International: After 28 days

If your parcel is delayed beyond these timeframes, please contact us at [email protected]

Are returns free?
Customers are responsible for the cost of the return postage. We would recommend an economy service.
How long do I have to return an item?
Items can be returned within 28 days of delivery.
Where do I send my return?

Return instructions and addresses are available on our Returns Page.
I received the wrong item or parcel—what should I do?
Please contact customer service with a photo or description of the issue. We’ll investigate and advise on next steps.
Can I exchange an item for a different size?
Yes, complete the exchange form included with your original item and please return the original item. Once received your replacement will be checked if compliant with out returns policy the replacement will then be dispatched in the correct size.
Can I return items in different packaging?
Yes, as long as items are secure for postage you are welcome to use any packaging.
Can I return multiple orders in one box?
Yes, just include the correct return slips for each order.
Can I return washed items?
No, washed items are excluded from returns.

How long do refunds take?
Refunds are processed within 2 weeks of receiving your return.
How will I receive my refund?
Refunds are issued to the original payment method. You’ll receive a separate credit note once processed.
I received a refund confirmation but haven’t seen the money—why?
Processing times vary by payment provider. Please allow time for the refund to appear.

How do I know which size to buy?

Please refer to our Berlei Fit Guide on the website for accurate fit.

Can I use more than one promo code?
Only one promo code can be applied per order.

Why can’t I log in to my account?
If password reset emails aren’t arriving, you may not have an account yet. You can create one easily.
How can I change my address?
Log in to your account and go to the ‘Address Book’ to update or add delivery and billing addresses.