Refund policy

Effective date: February 23, 2026

Applies to orders delivered to: Australia, Austria, Belgium, Canada, Czechia, Denmark, Egypt, Finland, France, Georgia, Germany, Greece, Hungary, Indonesia, Ireland, Israel, Italy, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, Thailand, Tunisia, Türkiye, United Arab Emirates, United Kingdom, United States.

We want you to love your purchase. If something isn’t right, you can return or exchange it under the terms below. For delivery estimates and shipping options, please refer to our Shipping Policy.

Quick summary

  • Return / exchange window: 60 days from the delivery date (per tracking) to request a return or exchange.
  • Condition: New only (unworn, unwashed, unaltered, with tags and any hygiene liners intact).
  • Prepaid return label: Available for eligible countries (see list below).
  • Handling/restocking fee: €10 may apply for non-defective “change-of-mind” returns (waived for defective/wrong items and where prohibited by law).
  • Defects / wrong items: Contact us within 7 days of delivery with photos.

1) Return window & eligibility

Return window: 60 days from the delivery date (per tracking) to request a return or exchange.

Legal note: Where local consumer law provides different rights or requirements, we will follow the applicable law. If you are a consumer in the EU/UK, your statutory withdrawal rights apply in addition to our voluntary 60-day policy.

Condition (new only): Unworn, unwashed, unaltered, free of scents/makeup/deodorant/pet hair, with all tags and any hygiene liners (if applicable) intact, and in the original packaging.

Eligible items: We accept returns for both defective and non-defective items that meet the condition above.

Exclusions: Gift cards and items marked Final sale are not returnable.

Custom / made-to-order: Accepted if defective. For change-of-mind returns, please contact us first so we can assess case-by-case.

2) Exchanges

Exchanges are accepted (subject to stock availability).

  • Fastest option: Place a new order for the desired item/size and return the original for a refund.
  • Direct exchange option: Request an exchange by email; we’ll hold the replacement if stock allows and confirm the next steps.

3) How to start a return

  1. Email bvrly.heelsin@gmail.com with:
    • Order number
    • Item(s) you want to return
    • Reason for return
    • Photos (required if defective/damaged/wrong item)
  2. We’ll confirm eligibility and send return instructions.
  3. Return method: Return by mail using the prepaid return label (if provided). If your label is missing or expired, we can email a replacement where available.
  4. Drop-off deadline: Please drop off the parcel within 14 days after return approval.

Important: We don’t accept cash-on-delivery returns. Returns sent without prior authorization may be delayed or refused.

Eligible countries for prepaid return label (click to expand)

Australia, Austria, Belgium, Canada, Czechia, Denmark, Egypt, Finland, France, Georgia, Germany, Greece, Hungary, Indonesia, Ireland, Israel, Italy, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, Switzerland, Thailand, Tunisia, Türkiye, United Arab Emirates, United Kingdom, United States.

4) Return shipping, fees & refunds

Prepaid return label: Free (prepaid) for eligible countries listed above. If your country is not eligible, return shipping is paid by the customer unless the item is defective/wrong due to our error.

Handling/restocking fee: €10 per order (or local equivalent) may be deducted from the refund for non-defective (“change-of-mind”) returns. This fee is waived for defective items, wrong items, or our errors, and where prohibited by applicable law.

Original shipping: Non-refundable unless the item is defective or we made an error (where required by law).

Refund method & timing: Refunds are issued to the original payment method within 5 business days after we receive and inspect your return. Your bank/card provider may take additional time to post the refund.

5) Damaged / defective / wrong item

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with clear photos. We will reship or refund (your choice) at no cost.

6) Duties, taxes & international returns

  • If duties/VAT were collected at checkout (e.g., Shopify Duties & Import Taxes), we refund them along with the item when eligible.
  • If you paid import fees on delivery to your local carrier/customs, those fees are handled by the local authority and are not refunded by us.

7) Address issues & unclaimed parcels

If a parcel is returned to us due to an incorrect/incomplete address or it is unclaimed:

  • We can reship after address correction (reshipping cost is paid by the customer), or
  • Refund the item price minus the original shipping cost and (if applicable) the €10 handling/restocking fee for non-defective returns (and any other deductions only where permitted by law).

8) Returns from outside the listed countries

If your country isn’t listed above, email bvrly.heelsin@gmail.com before sending anything back. We’ll advise available options and labels where possible.

9) Contact

Notes

  • We reserve the right to refuse a return if the item fails the condition checks. In that case, we can ship it back to you (shipping at cost).
  • For hygiene-sensitive styles (e.g., items worn close to the body), please keep hygiene liners and tags intact during try-on.