What is Berluti's return policy?

You have **14 calendar days from the delivery date** to return an online order for a refund. Items must be new, unworn, in their original packaging with all accessories, tags, the receipt, return slip and intact security tag. Worn, used, altered or damaged items will be refused. Personalised/bespoke products and items bought in-store are excluded. Original shipping fees are not refunded.

How long does a Berluti refund take?

Once Berluti receives your return and the Quality Department validates it, **US refunds are processed within 14 days** and **international refunds within 30 days at the latest**. The refund is credited to the original card or PayPal account in the original currency. Your bank may add a few additional days before the credit appears. In-store drop-offs add ~10 days because e-commerce associates process them after receipt.

Can I cancel a Berluti bespoke or personalised order?

Personalised and bespoke products are **excluded from the right of withdrawal** under Berluti's General Sales Conditions — once production starts you cannot cancel for a refund. If you notify customer service *before* work begins (ideally within hours of placing the order, in writing to contact@berluti.com), they may agree to cancel as a goodwill gesture. Damaged or defective bespoke items must be reported within 10 days of delivery.

Does Berluti charge a cancellation or restocking fee?

No — Berluti does not advertise any restocking or cancellation fee for online returns made within the 14-day window. Return shipping via the supplied DHL label is free of charge. The only sum you won't recover is the **original outbound shipping fee** (and any premium delivery upgrade you chose), which is explicitly non-refundable per the terms.

Can I return a Berluti item to a store instead of shipping it back?

Yes — online orders can be dropped at a Berluti boutique **in the same country the order was shipped to**. Bring the item new and unworn in its original packaging with the return document. The boutique cannot credit your card on the spot; instead, the e-commerce team processes the refund within ~10 days after the Quality Department validates the item. You'll get an email confirming acceptance.

What if Berluti refuses my return?

Berluti reserves the right to refuse items deemed worn, used, altered or damaged. If you disagree, email **contact@berluti.com** requesting the Quality Department's inspection report and dated photos. EU and UK customers can invoke the Consumer Rights Directive / Consumer Contracts Regulations 2013, which give 14 days to withdraw regardless. As a final step, raise a chargeback with your card issuer (Section 75 in the UK) citing failure to honour stated terms.

Can I exchange a Berluti product I bought online?

No. Berluti **does not exchange products purchased online** — the terms state this explicitly. Your only option is to return the original item for a refund within 14 days of delivery and place a new order for the size, colour or style you want. In some countries (e.g. Asia/Oceania and the London Conduit and Cadogan stores), boutiques can assist with an in-store exchange, but berluti.com itself only refunds.

How do I contact Berluti customer service?

Email **contact@berluti.com** at any time. By phone, call **+44 20 3901 2683** for the UK/EU/international line (Mon–Sat, 09:00–18:00 CET), **+1 877 895 0006** for the US (Mon–Sat until 13:00 New York time), or **+33 (1) 47 20 01 77** for France. The postal escalation address is BERLUTI – LVMH Customer Services, 29 rue des Pyramides, 75001 Paris, France.

Can I cancel a Berluti order before it ships?

Berluti only debits your card when the article ships, so if your order is still being prepared, email **contact@berluti.com** immediately quoting your order number and request cancellation before dispatch. For personalised products, cancel before production begins. Once the item has shipped you'll need to wait for delivery and then use the standard 14-day return process — there is no in-transit recall option in the published terms.

UNRATED TO CANCEL

How to Cancel a Berluti Order in 14 Days.

Berluti typically charges £520 (one-off). Here's the fastest way to cancel and what to expect.

Last verified today · data refreshes daily · 2 sources cited

The fastest way

To cancel a Berluti order or request a refund, email contact@berluti.com (subject: 'Order Cancellation & Right of Withdrawal – Order #'). You have 14 days from delivery to return unworn items with original packaging; free DHL return shipping. Refunds are processed within 14–30 days after Quality Department validation.

£520 (one-off)typical charge

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The 4-step cancellation

Email the verified address
contact@berluti.com — yoink-verified working email for Berluti (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request — [your account email]

Send this template

Hi Berluti team,

I'm writing to request the immediate cancellation of my subscription tied to this account, effective today.

Under applicable consumer-protection law (UK Consumer Contracts Regulations 2013, EU Directive 2011/83/EU, or the FTC's Click-to-Cancel rule depending on your jurisdiction), I'm entitled to terminate this continuous service contract through the same channel it was formed in — please confirm by reply that no further charges will be made.

If your policy permits, I'd also appreciate a pro-rata refund for any unused portion of the current billing period.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Berluti plans you can cancel

Online Purchase (berluti.com)
One-off luxury retail purchase — no subscription. Withdraw within 14 days of delivery via the returns portal or by emailing contact@berluti.com.
Personalised / Bespoke Order
Personalised products are excluded from the right of withdrawal and cannot be cancelled once production has begun.
In-Boutique Purchase
In-store purchases are not covered by the online withdrawal policy — return terms are at the discretion of the boutique.

Berluti’s refund policy

Berluti accepts returns of online orders within 14 calendar days of delivery, with free DHL return shipping. Items must be new, unworn and in their original packaging with all tags, the return slip and an intact security tag — worn, used or altered items are refused. Once your return is received and validated by the Quality Department, refunds are processed within 14 days (US) or up to 30 days (international) to the original payment method. Personalised/bespoke products and items bought in-store are excluded.

“You may return any item(s) up to fourteen (14) days from the delivery date of your order. Return shipping is free. For online orders, Berluti will refund the entire amount of the order when the item is returned new and unworn, with its original packaging and accessories.”
— Berluti terms

14-day cancellation windowPro-rata refund: no

Asking specifically for money back, not just a cancellation? See the dedicated Berluti refund guide — same data, but framed around the policy + escalation paths.

What doesn’t work for cancelling Berluti

Based on 2 sources — Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Returning a worn or altered item — Berluti's terms state worn, used, altered or damaged items will be refused on inspection by the Quality Department.
✕ Returning a personalised/bespoke product — Customised products are explicitly excluded from the right of withdrawal under the General Sales Conditions.
✕ Returning an online order to a boutique outside the original shipping country — Terms require the parcel to be returned from the original delivery country; cross-border in-store returns are refused.
✕ Getting an in-store cash/card refund on the spot — When you return online purchases to a boutique, the refund is processed by e-commerce associates afterwards — not credited at the till.
✕ Exchanging an online purchase — Berluti does not exchange products purchased online — only refunds are possible.
✕ Claiming back the original shipping fee — Terms state the shipping fee will not be refunded on return; only the product cost is reimbursed.

How Berluti will try to keep you

Berluti may respond with a retention offer — a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Customer Service offers to repair or refurbish instead of refunding (Berluti markets a shoe-care/restoration service)”
You say: Thanks, but I'm exercising my statutory right of withdrawal under Article L.221-18 of the French Consumer Code (or the EU Consumer Rights Directive / UK CCRs). Please arrange free collection and process the refund to my original payment method within the statutory window.
They’ll say: “Quality Department disputes the condition of the returned item to refuse the refund”
You say: I returned the item new, unworn and in original packaging with the security tag intact, as required. Please provide dated photographs evidencing the alleged damage and the inspector's report — otherwise I require the refund to be issued in full.
They’ll say: “Delay tactic — 'processing can take up to 30 days plus banking time'”
You say: Per your own Terms, refunds must be processed within 14 days of receipt for US orders. It has been [X] days. Please confirm the refund reference today or I will raise a chargeback with my card issuer.
They’ll say: “Refusing cancellation of a personalised order already in production”
You say: I notified you within hours of placing the order and before any bespoke work began. Please confirm whether production has actually started; if not, I am entitled to cancel before the customisation exception engages.

Your rights when cancelling

Consumer law varies by where you live. The strongest hook for your country is the one to lead with when you contact the company — pick the one that applies and quote it in your email.

United States

FTC Click-to-Cancel Rule (2024+)
Cancel must be as easy as sign-up.
The Federal Trade Commission’s Click-to-Cancel rule requires Berluti to make cancelling at least as simple as signing up — same channel, same number of clicks. If they buried the cancel button or forced a phone call, they’re in violation; report to reportfraud.ftc.gov.
California ARL (auto-renewal law)
Renewal must be cancellable online.
California Business & Professions Code §17602 forces any company billing California residents on auto-renewal to provide an online cancel mechanism. Lawsuits have been won on this; companies often refund quickly when it’s cited.
Restore Online Shoppers’ Confidence Act (ROSCA)
Negative-option billing must be clearly disclosed.
Federal law (15 U.S.C. §8401) requires Berluti to clearly disclose any negative-option / auto-renewal terms before charging. Buried terms = potential federal violation. Report to the FTC alongside any FTC complaint.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Berluti’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Berluti’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. Berluti must honour it regardless of where they’re headquartered.
Digital Content Directive (EU) 2019/770
Refund rights for digital content failures.
Specific to digital subscriptions — gives you the right to a price reduction or contract termination when Berluti’s digital service is not as advertised, with no time limit beyond the contract period.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes — “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Berluti has ~45 days to defend.

Common questions about cancelling Berluti

Log into your berluti.com account, open **Orders and Returns**, and request a return within 14 days of delivery. Print the pre-paid DHL label, repack the item new and unworn with all tags, the security tag and the return slip, then drop the parcel with DHL. Express return shipping is free. You can also drop the parcel at a Berluti boutique in the original shipping country, but you won't be refunded on the spot. If you need help, email **contact@berluti.com**.