How can we help?
FAQ
Ordering
What size should I buy?
If you’re not quite sure which size is right for you, please refer to our size guides and reviews from other customers. Our model is wearing XS or S. If you need more size recommendation, please contact us at care@berlook.com.
Can I cancel my order?
If you change your mind, please contact us at care@berlook.com to confirm! While we wish could, once an order is shipped out, we are unable to alter or cancel it at this time.
How do I change/modify my order?
We can help you modify your order before shipment. It includes changing an item's size or color, removing an item, or changing your shipping address. However, once your package is shipped, we cannot change anything. We recommend contacting our customer support to ask for a return after receiving the order.
Why didn't I receive a confirmed email about my order?
A confirmation email will be sent within 24 hours after payment is completed.
We recommend you check your Junk/Spam mail folder as well. Please also check and confirm the email address you left was correct or not.
What currency do you accept for payment?
All orders are processed in USD, using the latest exchange rates.
Prices can be displayed in multiple currencies.
Exchange & Return
How do I exchange an item?
To start a exchange, you can contact us at care@berlook.com. If your exchange is accepted, we will provide you with exchange options to make it easier.
How do I return an item?
To start a return, you can contact us at care@berlook.com. If your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please keep in mind, that the items you wish to return need to be sent to us within 30 days after receiving your parcel.
Shipping
When my order will be shipped out?
Once your order is fulfilled, you will receive an email notification with your tracking information. After the order has been paid, the warehouse needs about 48 hours to process your order (except Pre-order). More shipping information click here.
Do you ship overseas?
Yes, we ship to most of the countries world wide. More shipping information>
Where do you ship from?
Most of our warehouse supply chain is in China, and uniformly distributed and delivered the products. And our after-sales warehouse is in the United States and Hongkong, where we will receive and process the returned products.
How long will it take to get my order?
Shipping time also can vary from region to region, but delivery will occur within approximately 1-2 weeks. For detailed information, please visit our shipping policy.
My tracking information says my package was delivered, but I have not received it.
Before we move forward, make sure you've checked your mailbox and asked your neighbors if they received your package by mistake.
For more details, contact the shipping company or contact us for help.
Taxes & Duties
Will I have to pay taxes/duties in my home country?
Generally, there are no taxes and duties need to be paid. And there is no hidden fee.
Products
Is your swimwear padded?
Most of our swimsuits are designed with removable padding. It will be indicated at the product page if the item has no padding.
Is there a way to know when items will be back in stock?
Most of our out of stock products will be back in stock in the near future, except the final sale. Please subscribe to us, we'd be happy to notify you when it is back in stock.
