Last Updated: December 2023

At Bergfreunde Shop, we want you to be completely satisfied with your affordable footwear purchase. If you’re not happy with your order, we’re here to help with our straightforward returns and exchanges process.

Return & Exchange Period

You have 15 days from the delivery date to request a return or exchange for eligible items.

Conditions for Returns & Exchanges

  • Items must be unworn, in original condition
  • Original packaging and tags must be included
  • Proof of purchase required
  • Items must be in resalable condition

⚠️ Non-Returnable Items

Based on our product categories and promotions, the following items cannot be returned or exchanged:

  • BOGO Free items (unless the entire promotional set is returned)
  • Final sale items from clearance or special promotions
  • Personalized or custom Character Shoes
  • Items that show signs of wear or damage not present at delivery

Return & Exchange Process

Step 1: Submit Your Request

Contact us within 15 days of delivery using the template below and send to [email protected]

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:

Dear Bergfreunde Shop Customer Service,

I would like to request a [return/exchange] for my recent order.

Order Information:
Order Number: [Your Order Number]
Order Date: [Order Date]
Items to Return/Exchange: [Product Names and Sizes]
Reason for Return/Exchange: [Please specify reason]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [specify product and size]
[ ] Store credit

Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]

Thank you for your assistance.
Sincerely,
[Your Name]

Step 2: Wait for Approval

We’ll respond within 24 hours with a return authorization and shipping instructions.

Step 3: Ship Your Return

Package the items securely with all original tags and packaging. Include a copy of your order confirmation or return authorization.

Step 4: Processing

Once we receive your return, we’ll process it within 3-5 business days.

Refund Information

Refund Timeline

  • Credit Card/PayPal Refunds: 5-10 business days after we process your return
  • Original Shipping Costs: Non-refundable unless the return is due to our error
  • Return Shipping: Customer’s responsibility unless the item is defective or incorrect

Refund Method

Refunds will be issued to your original payment method:

  • Visa, MasterCard, JCB cards
  • PayPal accounts

Exchange Process

For exchanges to a different size or style:

  • We’ll ship the new item once we receive your return
  • No additional shipping charges for size exchanges
  • Price differences will be refunded or charged accordingly

Need Help?

Our customer service team is here to assist you:

Email: [email protected]
Address: 1543 Hayhurst Lane, NATCHEZ, US 71456
Response Time: Typically within 24 hours

International Customers Note: As we serve customers globally (excluding Asia and some remote areas), return shipping times may vary. Please allow additional time for international returns to reach our facility.

We’re committed to making your entire shopping experience with Bergfreunde Shop enjoyable and hassle-free, from finding the perfect pair of boots under $50 to our straightforward returns process.