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Customer Support

Faqs

1. HOW CAN I EDIT MY ACCOUNT DETAILS?
You can manage your account at any moment.

For that you have to:
1. Access your account here
2. At the lateral menu click on 'Account Details'
3. Finish the changes and click on 'Save'.
2. HOW CAN I RECOVER MY PASSWORD?
You can quickly recover your password clicking here and following the instructions. You should receive an email requesting a confirmation to recover your password.
3. HOW CAN I BUY ONLINE?
1. The first step to place an order should be creating an account. You can do it clicking here;
2. After you create your account, you should find the product that you’re interested and click on it;
3. When you’re on the product’s page, select the size and the quantity that you want to order. After that, click on 'Add to Cart';
4.  When you’re on the product’s page, select the size and the quantity that you want to order. After that, click on 'Add to Basket';
5. Review all your order details and click on ‘Proceed to Checkout’;
6. Review the total amount of your order and click on ‘Proceed to Delivery Options’;
7. Fill your delivery details (click here to see all the available delivery options);
8. Select the payment method (click here to see all the available payment methods);
9. Read and accept the terms and conditions and click on ‘Finish Order';
10. You’ll receive a confirmation email with the resume of your order along with the information to track it.
4. HOW TO CHOOSE THE RIGHT SIZE?
The best way to know the right size for you is to check our size chart here.
5. FROM WHERE CAN I ORDER?
We currently ship to Austria, Belgium, Bosnia-Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Romania, Serbia, Slovakia, Slovenia, Sweden and United Kingdom.
6. HOW CAN I BE SURE THAT MY ORDER IS COMPLETED?
Once you pay your order, you’ll receive a confirmation email within 30 minutes. You can also check the status of your order by accessing 'My Orders' on 'My Account' menu. All confirmed orders are marked with the status 'Confirmed'.
7. WHEN PLACING AN ORDER, IS STOCK ALWAYS GRANTED?
Except if there’s a very uncommon system error, all the products on the online store are available to purchase. On very rare occasions, if we notice that the product is faulty before shipping, we may not have another one to replace. In any case, you’ll be contacted by our customer service to be refunded.
8. WHAT ARE THE AVAILABLE PAYMENT METHODS?
The available payment methods are Credit Card and PayPal, the easier and faster ways that allow you to receive the order at home in the shortest time.
9. HOW CAN I TRACK MY ORDER?
After your order is dispatched, you will receive an email with a tracking code along with the instructions of how to track your order on the courier’s website. You can also track your order at any time by accessing ‘Order Tracking’ on ‘My Account’ menu and select the order that you want to track.
10. AFTER THE CONFIRMATION EMAIL, WHEN WILL I RECEIVE MY ORDER?
If you choose standard delivery, you'll receive your order whitin 3 to 5 business days; choosing express delivery, you'll receive the order in 24-48h. Click here to know all about our delivery options. 
11. WHAT HAPPENS IF THERE IS NO ONE HOME TO RECEIVE MY ORDER?
If there's no one home when the Carrier attempts to deliver your order, the carrier will leave a note in your mailbox saying that there will be a new attempt the following day. Deliveries are made from Monday to Friday until 7pm (local time). Note: If you provide your mobile phone, you'll receive a text message from the Carrier with the information of when your order will be delivered.
12. WHICH ARE THE THE SHIPPING COSTS?

Orders over 99€ are free of shipping costs. Otherwise, the following charges will be applied:

Standard Delivery (Delivery in 3-5 business days)

Countries Shipping Fees
France 9,99 €
Germany
Poland
Austria
Czech Republic
United Kingdom
Slovakia
Monaco 10,99 €
Belgium
Netherlands
Luxembourg 11,99 €
Slovenia
Denmark
Italy 14,99 €
Hungary 15,99 €
Ireland
Lithuania
Sweden
Estonia
Latvia
Finland 18,99 €
Croatia 22,99 €
Romania
Norway
Bulgaria
Serbia
Bosnia-Herzegovina

 

Express Delivery (Delivery in 24/48h)

Countries Shipping Fees
France 19,99 €
Monaco
Germany
Belgium
Netherlands
Austria
Luxembourg
United Kingdom
Hungary
Ireland

 

Note: There may be additional shipping costs on orders over 3 kg. If so, the extra cost will appear when you choose the delivery method.

13. WHAT SHOULD I DO IF I RECEIVE A FAULTY ITEM?
If at any moment you received a faulty item, you should contact immediately our customer service by e-mail to contact@bergoutdoor.com. In this email you should include your name, contact, order’s number and a description of the situation. Preferentially, it would be useful if you could attach a photo of the faulty item.
14. IS IT POSSIBLE TO CHANGE MY ORDER AFTER RECEIVING THE CONFIRMATION EMAIL?
After the order is placed it is only possible to change the delivery address if the order hasn’t been dispatched yet. In this case, you should immediately contact our customer service by email to contact@bergoutdoor.com. with the order’s number that you want to change the delivery address.
15. CAN I CANCEL AN ORDER?
It is only possible to cancel an order that hasn’t been dispatched yet. If you want to cancel an order, you should contact immediately our customer service by email to contact@bergoutdoor.com. or go to the ' My Orders' menu in your account and select the order’s number that you want to cancel, so we can proceed to a refund or an exchange. Know more about our exchanges and refund policies here.
16. WILL I RECEIVE AN INVOICE WITH MY ORDER?
Yes, all the orders are dispatched with the corresponding invoice inside the package.
17. CAN I EXCHANGE A PRODUCT FOR ANOTHER ONE?
Yes, it is possible to exchange items. Know everything about our exchanges and refunds policies here.
18. DO I HAVE TO PAY TO RETURN?
Return shipping charges are the responsibility of the customer except if the order received is incorrect or faulty. In this case, you should contact our customer service as soon as possible in way to solve the situation.
19. FOR HOW LONG DO I HAVE TO WAIT TO RECEIVE THE REFUND OF MY RETURNED ORDER?
After we received your order at our warehouse you should get your refund within five business days depending on the payment method that you choose.
20. HOW CAN I MAKE A SUGGESTION, COMMENT OR COMPLAINT?
You can contact us in two ways:
  1. Filling our contact form here;
  2. By sending an email to contact@bergoutdoor.com.
21. WHAT IS THE SECURITY LEVEL OF MY DATA DETAILS?
The security of your data is extremely important for us, which is why data collection is done by the most advanced encryption system (SSL). For payments made by VISA and MasterCard we only accept SET (Secure Electronic Trading) transactions.
22. WHAT IS CCV/CVC/CID?
The Card Verification Value or Code Verification Value (CVV or CVC) or the Card Identification Code (CID) is a three-digit number placed on the back of VISA®, MasterCard® and Discover® cards. In case of American Express cards, the number is four-digit. The use of this code allows the online store to guarantee a superior level of security during your transaction.
23. WHAT ARE COOKIES?
Cookies are small files saved in a user’s computer. Cookies are used to guarantee a better experience through the online store and allow you, for example, to sign-in to your account in a safe way, to keep your items in the cart when you return to the website and also to personalize the content showed. If you don’t want to use these functionalities you can always turn off the cookies in your browser. To know more about our cookies, for what they are for and how to turn them off, click here. Note: If you turn off the cookies we can’t assure a proper operation of the online store.
24. WHY SHOULD I CHANGE MY PASSWORD FREQUENTLY?
Whatever the website and regardless the security level that it may have, it is recommended to change your password every three months. It is also good practice to use different passwords for each website.
25. CAN I ASK TO RECEIVE MY ORDER IN OTHER ADRESS THAT NOT MY HOME?
You can define the deliver address when you finish your order. There you can choose other deliver address, as your work address or the address of the person that you want to offer your order.
26. I DIDN’T RECEIVE MY ORDER. WHAT SHOULD I DO?
First of all you should check the status of your order accessing to 'My Orders' on the 'My Account' menu. If you order has already been dispatched you can track it on 'Order Tracking'. If, for some reason, you believe there’s may be a problem with your order, please contact us by email to contact@bergoutdoor.com. including your order’s number.
27. HOW DO I KNOW WHEN WILL I BE REFUNDED?
 Once we receive your order on our warehouse we will check the reception and proceed to the refund within five business days. You will receive a confirmation email that the refund was done.
28. HOW TO USE A DISCOUNT COUPON?
If you have a discount coupon, you can put the code when you're on the order confirmation page.
29. WHICH IS THE WARRANTY OF THE PRODUCTS?
All BERG products have a two-year warranty from the date of reception of the order. If you have any problem with your item during that period, please contact our customer service by email to contact@bergoutdoor.com. including also the number of your order.
30. HOW CAN I ACTIVATE THE WARRANTY AND CONTACT CUSTOMER SERVICE?
If, for some reason, you had a problem with your item, please contact our customer service by email to contact@bergoutdoor.com.
31. IS VAT ALREADY INCLUDED IN THE PRICE OF PRODUCTS?  
Yes, VAT is included in all displayed prices.
32. HOW CAN I RETURN AN ITEM?
You can return an item within 30 days from the date of reception of your order. Know here how to proceed to return or exchange an item.
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