How to exchange a size or return an order if something isn't right, and what EU consumer rights give you on top of our own policy.
Last updated: 2026
If you're shopping as a consumer within the EU, the EU Consumer Rights Directive (2011/83/EU) gives you the right to cancel your order and return it within 14 days of receiving it, for any reason, without needing to justify it. This is a statutory right - it exists regardless of our own policies below, and nothing on this page limits it.
You're allowed to handle and try on the pair the way you would in a shop to check the fit and how they feel. If the pair shows wear beyond that - worn outdoors, visibly used - we may deduct an amount reflecting the reduction in value from your refund, as EU law permits, but we will not refuse the return itself on that basis.
This section is a plain-language summary, not legal advice - confirm the exact wording with a lawyer before relying on it for a live store.
Separately from the legal right above, we offer our own free size-exchange service: if the size doesn't fit, we exchange it within 30 days of delivery, and we cover return shipping both ways. This is a goodwill extra on top of your legal rights, not a replacement for them - the conditions below apply only to this exchange service, never to your 14-day statutory right.
Refunds - whether under the 14-day statutory right or our size-exchange service - are paid using the same method the order was settled in, or by an alternative you agree with us (see "Orders paid by cash on delivery" below).
Since we only accept cash on delivery, no payment is taken from you until the order arrives - there's nothing pre-charged to refund. For a confirmed return, we either transfer the amount to your bank account or hand it back in cash when the courier collects the return, depending on what's practical for your country. We'll agree the method with you by phone using the number on your order.
For our 30-day size exchange: the pair should be unworn outside, with the original box and tags, so we can send it straight back into stock and keep the exchange free.
For a return under your 14-day statutory right: as above, normal try-on handling is fine and the return itself is never refused - but a reduction may be applied to the refund if the pair shows more wear than trying it on reasonably requires. A damaged or missing box on its own is not treated as grounds to refuse a statutory return; it may factor into the value-reduction assessment if it affects resale value.
Email us at info@bergamoree.com or call +371 22 40 41 14 with your order number and the reason - let us know whether you'd like a size exchange or to use your 14-day right to cancel. We'll confirm the method and timeline.