Frequently Asked Questions
Frequently Asked Questions
Ordering / Shipping
- How do I place an order?
- How long will it take for me to receive my order?
- How do I check the status of an order?
- Can I cancel or update my order after it's placed?
- How can I pay for an order?
- Why do I have to enter my credit card information on every order?
- How do I check my Gift Card balance?
- What do I do if I ordered the wrong item?
- What do I do if you sent me the wrong item?
- What do I do if I received a defective item?
- Is your site secure?
- How do I know my credit card information is secure?
- What information is collected when I browse BerneDirect.com?
Do I have to have a BerneDirect.com account?
The answer is "no", but we definitely recommend you do create an account when you place your first order or register for an account prior to placing an order. This will allow you to sign into the website at a later date to look up past orders, check on the status of existing orders or request return authorization. We'll also store your address for you so you don't have to type it in every time you place an order.
I forgot my password and/or username, now what?
Click here to reset your password! We'll email you to allow you to update your information.
Ordering / Shipping
How do I place an order?
Look around, get comfortable. Once you've found what you're looking for, select the product options that you are interested in (like color, length and size), select the quantity you wish to purchase from the drop-down box and click "Add to Cart". Keep doing this until you've found everything you need. Towards the top right side of the page you'll see some links to "View Cart" and "Checkout". You can click "View Cart" to review your items and then click "Checkout" to start the process.
If you already have an account, sign-in and follow the steps on the screen. If you don't have an account, you'll need to click the link stating that you are a new customer. Just fill out the form and keep on going.
Once your order is complete, you will see an invoice page that accounts your order. Print a copy and keep it for your records. You will receive an email confirmation from either firstname.lastname@example.org or email@example.com within one business day confirming the products you ordered. Funds will be drafted from your account when you order, when you recieve the confirmation the funds will be captured.
How long will it take for me to receive my order?
If your order is received by 1PM EST on a normal business day (excluding holidays and weekends), we'll usually ship out your order that day. If you place your order at night or on the weekends, please be patient. We'll get it shipped out as soon as we get back in the office! In either case, we'll keep you informed of the progress through some automated email messages when the order is processed and then another when it is completed.
How do I check the status of an order?
If you have an account, sign-in to look up your past orders. If you don't have an account, please feel free to email firstname.lastname@example.org or call 888-77-BERNE (1-888-772-3763). Make sure you have your order number so we can look it up quickly for you.
Can I cancel or update my order after it's placed?
Good question. It all depends. We make every effort to process and ship your order as quickly as possible. If you have not received a notification that your order is processed, then act quick! Shoot us an email or give us a call and we'll work on changing it. If your order has been processed, then it's already on its way. We can help you issue a return and get the replacement items ordered. See our questions on returns for more information.
How can I pay for an order?
We accept VISA and MasterCard credit cards as well as the very popular PayPal Express method of payment. PayPal Express is free to setup and allows you to pay with a credit card or electronically directly from your bank account.
Why do I have to enter my credit card information on every order?
In order to provide you with the most security, we've decided that credit card information will not be stored in our database anywhere.
How do I check my Gift Card balance?
To check the balance please make sure you have at least one item in your shopping cart. Go to the checkout screen and enter your gift card by clicking on "Have a gift card? Redeem it". Once you enter your gift card it will display the balance in the order list.
ATTN: Direct Returns
2501 E 850 N
Ossian, Indiana 46777
What do I do if I ordered the wrong item?
If you received an item you did not order, please call 888-77-BERNE. We will promptly issue a return address label and get the correct item shipped out to you.
We will email you with a return mailing label. Just print off this page, re-package the product and attach the printed shipping label to the outside of the box. You can drop it off at a local Post Office or give it to your Post Office Delivery Driver. We do charge a flat rate of $10 to cover postage and handling on the returned item.
If you would like to avoid the $10 charge, you can ship the product to the address above at your own expense. We'll inspect the returned product replace the item with the requested product or issue a refund.
What do I do if you sent me the wrong item?
If you received an item you did not order, please call 888-77-BERNE (1-888-772-3763). We will promptly issue a return address label and get the correct item shipped out to you.
What do I do if I received a defective item?
Though we take quality extremely seriously and maintain rigorous quality standards, a rare event may occur in which a defective product reaches your doorstep. If it does, call 888-77-BERNE (1-888-772-3763) and we will work with you on getting the damaged product returned and a replacement item sent out.
Is your site secure?
Some areas of our website require that you provide us with personal and/or account information in order for us to complete your transactions. Our site uses 128-bit encryption technology to make sure any and all of your personal information is secure. For added safety, no one at Berne Apparel can view your password and we do not store your credit card information on any of our database servers. If you would like to make sure that you are protected by the latest security features, we recommend downloading and installing the latest version of your favorite web browser.
How do I know my credit card information is secure?
As mentioned in the answer to the question "Is your site secure?", no personal or account information is transmitted without being first encrypted. We use services by PayPal to handle all credit card processing and do not store any credit card numbers on our database servers.
What information is collected when I browse BerneDirect.com?
At Berne Apparel, we attempt to provide you with the best shopping experience possible and fulfill your orders exactly as requested and in a timely manner. We only collect personally identifiable information (such as your name, email address, street address, etc...) when you voluntarily submit it. In addition to information voluntarily submitted, BerneDirect.com will also collect basic information that will allow us to better enhance your shopping experience. This information is collected by placing a cookie on your computer to collect information such as which search engine referred you to our site, how you navigated around our site, what products you browsed and purchased and what traffic is driven by or linked to banner ads and email ad campaigns.
This general site usage information is collected within BerneDirect.com and through services provided by Google Analytics. We do not share any personally identifiable information with any company outside Berne Apparel.