Frequently Asked Questions (FAQ)

We ship packages to private customers within Europe using our standard carriers: DHL, DPD, UPS, or PostNL. If you are not home, your package will be offered twice. After two delivery attempts, the package will be returned to BergHOFF Worldwide. Please note that deliveries take place only on working days, namely Monday through Friday.

We label every order with a Track & Trace code. You will receive this together with the shipping confirmation. You can also find the Track & Trace code in your account, under ‘my orders’.

Our carriers have a delivery reliability of 98%: orders placed before 1:00 PM are delivered within 1 to 3 business days in Belgium, the Netherlands, France, and Germany, and within 5 to 6 business days in Italy and the United Kingdom. However, delivery times are not guaranteed by our carriers, and delays may occur, which is frustrating for both you and us. If your package is not delivered on time or if tracking information has not been updated for an extended period, and the package has not yet arrived, we will initiate an investigation. This investigation typically takes 14 business days, during which it is not possible to receive a refund or a replacement product. This is because your package might still be delivered.

When placing the order, the buyer shall provide his name, address and payment information. The buyer guarantees that this information is true.

In principle, an item that is no longer available is also not available in the Webshop. The necessary reservations must be made for errors in the stock program. In addition, it may be the case that another customer is ordering the item in question. We ask for your understanding for this. The orders through the web shop are constantly updated. If an article is unexpectedly no longer available, the amount due will be refunded within 10 working days, without any cost to you.

Free shipping is available for purchases from € 49,00 for Belgium, the Netherlands, Germany and France, and from € 119,00 for Spain, Portugal, Italy and the UK.

The following table shows the shipping costs per country:

With us you can pay easily and safely with a wide choice of payment options. Whether you prefer PayPal, iDEAL, Apple Pay, Bancontact, KBC, Visa, Mastercard or Klarna, we will make sure your payment is smooth and hassle-free.

1. Before returning anything, please contact our customer service department at ww.cc@berghoffworldwide.com within 14 days of receiving your order, or complete the model withdrawal form provided here.

2. Make sure the item is unused, unaltered, unassembled and in its original packaging. If the item is damaged due to careless handling or by handling the item in a manner beyond what was necessary to establish the nature and characteristics of the item or if an incomplete item is returned, you will be liable for any depreciation in value of the item in question. We recommend starting the return process through our customer service department so that we can provide you with a return label and further instructions.

3. Once your return has been approved, you will receive an email with a return label and further instructions. You must return the package to us as soon as possible and no longer than 14 days after receipt.

4. Has the package reached us and is in perfect order? Then the money will be in your account within 3 to 5 days!

It goes without saying that BergHOFF cannot accept any liability for the loss or damage of the goods when returned.