Returns

To return an item, you need to request a return within 28 days of you receiving your order. The order must also be received within the 28 day period to be valid for a refund.

Items can only be returned if they are in the original condition they were sent in, in their original packaging.

Orders that are not returned within the time limit and in this condition will not be refunded. Neither will any of the following items:

  • Sale or sample items
  • Personalised and custom items

Sending a Return

To return any items, you must first get in contact with the shop. This is so we can check your items meet our refund and return policy. Once we send you an email confirming the return, you can post it to:

Bert Shop, 46 Townsend Street, Cheltenham, Gloucestershire. GL51 9HB.

Buyers are responsible for the cost of posting the return. All postage costs are non-refundable.

Getting a Refund

Once your return has been received and inspected, you will receive an email either confirming your refund or denying it as the returned items have not met the specified conditions. If it is confirmed, you will receive credit to your original payment method within 14 working days.

Exchanging an Item

If you want to exchange an item for one of the same value, your new item will be dispatched once you have returned the original item, it has been inspected and you have paid any extra postage charges.

If you are exchanging for an item of higher value, you will be expected to pay the difference before the new item can be sent out to you. Instructions on how to do this will be sent to you buy email once your return has been inspected.

Faulty Items

If you believe you have received something faulty from the shop, please contact me immediately to find out how to proceed.

Any items that are suspected to be faulty must be returned for inspection within 7 days of notifying the shop.

Lost Items

No matter how your order is posted, proof of postage will be obtained. If you opt for Express Shipping, tracking numbers will also be provided.


If you think your purchase may be lost, please check first with your local sorting office and neighbours before contacting the shop.

International customers are urged to purchase tracked and signed shipping, as standard orders are not insured against loss.