How can I return something?

PLEASE NOTE:  Orders delivered to non-EU countries are not eligible for free returns.

Customers must cover the return costs and ensure that a customs declaration form (CN22/CN23) is attached to the outside of the package (more info below).

If you have received the wrong item or a faulty product, Bergzeit will cover the return costs. Please follow the steps listed under "My product has a defect" or "I have received the wrong item".

Returns Process

You can cancel your order within 14 days of receiving the goods. You then have an additional 14 days to return the goods to us. Please follow the steps below:

1. Register your returns using our returns portal.

2. Send the items as a tracked package (including CN22/CN23 customs declaration form) to the following address:

Bergzeit GmbH,
Ludwig-Ganghofer-Str. 45,
83624 Otterfing,
Germany

IMPORTANT: Please ensure that the customs declaration form (CN22/CN23) is attached to the outside of the package!

3. After receipt of the return shipment, the original purchase amount will be refunded within 14 days. You will be kept informed about the status of your return via e-mail.

We do not offer direct exchanges. If you would like the item in a different color or size, you must place a new order in our online shop. 

Customs Declaration Forms (CN22/CN23)

CN22 and CN23 custom declarations are required customs documents when shipping a parcel to the EU from a country that is not in the EU Customs Union. They contain information about the goods you are shipping. This includes which goods are packaged inside your parcel, what their value is, who the shipper and receiver are, and which parties are involved in the shipping.

You must always use one of these forms when shipping parcels internationally using a national postal service (like Royal Mail in the UK). It is also recommended to use a CN22 or CN23 form when shipping with private carriers (like DHL, UPS, FedEx or DPD). Because of their standardized format, they are recognized by customs authorities around the world. This means they can be processed more efficiently than non-standardized customs documents.

How do I know which form to use?
The value of the contents and the weight of the parcel determine which form you need to use:

The CN22 customs form is used when sending goods abroad worth less than £270 with Royal Mail.

The CN23 customs form is used when sending goods abroad worth more than £270 with Royal Mail.


Where can I receive a CN22 or CN23 form?
These forms are available for you to download on the Post Office website. If you are using a private courier, visit their online forms library or request the forms from their customer support department.

Who has to fill out a CN22 or CN23 form?
The shipper. If you are sending a parcel internationally, it is your responsibility—and your legal liability—to enclose a correct CN22 or CN23 form.

What do I do with the completed CN22 or CN23 form?
The completed form should be attached to the parcel in clear plastic wrap, so it is visible to the customs authorities in the destination country.