Any complaints regarding the goods or services supplied should be made to the address below. All complaints will be responded to within 7 working days (Monday to Friday, excluding holiday periods).
Killerby House, Durham Chare, Bishop Auckland, County Durham DL14 7HS
The following terms and conditions apply to all orders which are processed by Bertie either online or by any other form of communication and form part of the contract between us. Please read them carefully and print a copy for future reference.
Although every effort is made to ensure that all items are described and priced accurately, no contract is created until we have accepted your order. In the event that a product is listed at an incorrect price due to a typographical error, or error in pricing information received from our suppliers, we will not process your order and will instead alert you immediately to the actual price of the goods. You will then have the option to proceed at this updated price or cancel. We will only process any such order with your explicit authority.
Payment for all items is required prior to dispatch. All orders must be paid for in UK Pounds Sterling by credit card, charge card or debit card via our secure server, or via Google Checkout or Paypal. Please note that we are unable to accept payment by cheque, postal order, email, bank transfer, or cash on delivery.
Out of Stock Items
If the product that you have selected is not available at the time of placing your order you will be notified by email and the order will be cancelled and any payment already made by the customer will be refunded in full.
Whilst we will endeavour to dispatch all goods as quickly as possible, we shall not be liable for any losses, costs, or expenses caused by any delay in the delivery of the goods. Once payment has cleared we aim to process all orders within 2-3 working days (excluding weekends and holidays), and dispatch by Royal Mail. It is your responsibility to check your order upon delivery for shortages or damage and contact us immediately should there be any problems whatsoever.
It is your responsibility to check the washing instructions as stated by the manufacturer on each individual garment's labels. Any information provided by this website is given to aid the buying process only, we shall not be liable for any damage, costs, or expenses caused by incorrect washing.
Trying on Items
When trying on items please ensure that you are in a smoke and scent free environment, and not wearing perfume, aftershave, or a deodorant which may leave a scent or mark on the item. We will be unable to accept the return of any item where there is evidence that these guidelines have not be adhered to.
Returned items must be unworn and, where applicable, returned with any packaging and all original tags still attached to the garment! All returns are the responsibility of the customer until received by ourselves, and we strongly advise customers use an insured delivery service. The cost of returning all items is the responsibility of the customer.
These terms and conditions are subject to change without notice and do not affect your statutory rights as a consumer