SHIPPING, EXCHANGES & RETURNS
Below is a Guide of our shipping services, return policies and costs.
Due to COVID restrictions we are currently operating with limitations. Please, expect 10-15 days to receive notification of ready to wear items and all Made To order boots will be in que based on the order date.
All customers will receive an email or SMS confirming when their order has been shipped. This confirmation will include online tracking information as well as confirm delivery.
Our packages do not require a signature upon delivery, so to guarantee the delivery make sure the shipping address is a safe location to leave at the discretion of the driver or there is someone to accept the package. Once the items are given to the postal carrier we are no longer able to take responsibility or control the end destination of your package. Should your item become lost, damaged or stolen during transport you would need to file an insurance claim directly with the shipping provider. We are happy to assist you in that process, just reach out via email and we can help put together the information and the actions needed to submit a claim.
We regret that we are unable to guarantee timed or next day delivery services to addresses at this time. We only ship orders on Mondays and Thursdays. Any orders placed on the weekend will be processed on Monday morning.
All Made To Order items will ship directly from our factory in New York City, and there will be notifications throughout the process. PLEASE BE PATIENT.
The international shipping prices estimated are for an all inclusive door to door air freight service. We regret we cannot ship to a PO box address due to our mandatory requirement for a 'proof of delivery'.
In most cases we use UPS Worldwide Express air freight for our world deliveries. UPS equally offers a high quality service that is secure, efficient and offers full tracking and express customs clearance facilities.
International customers will be responsible for the duties and taxes of their individual country of residence. For more information contact your local customs office.
Exchanges & Returns
We offer free size exchanges of all BH&BR footwear, apparel and accessories within 15 days of the receipt of your order. This is available only for items that are outworn and returned in their original packaging. This includes the box and packaging. PLEASE do not send the boots back in just the box.
Exchanges and returns will be fulfilled within 5 business days of accepting and inspection of your original item. We regret we cannot accept refunds or exchanges due to unwanted items returned outside of the 15 day policy window or if showing signs of wear or damage.
If you wish for a refund you are responsible for sending the boots back to us.
We are unable to refund any made to order boots and products including our collaborations with other designers.
To start an exchange, please email us at BHBRXMV@gmail.com with your order number. We will happily issue a pre-paid return label and get the exchange process started for you and let you know what stock we have available. Once you receive your pre-paid shipping label, it can easily be printed, adhered to the package and dropped off at your local US post office.
Our address for returning items to us is:
247 W 38th Street
New York, NY 10018
Returns if you are located outside of the US:
We are unable at this time to provide pre-paid shipping labels for international orders. Should you need to return or exchange your item you would be responsible to mail the item back to us. In the event of an exchange we will take care of shipping and customs will issue your duty back to you. A few other notes:
- Firstly, please mark on the reverse of your original invoice whether an exchange or refund is required by ticking the box provided on the reverse of the invoice along with the reason for the exchange/refund. Please include this invoice in the package with the items to be returned. Without this processing your return can be delayed.
- It is important to also make a clear note on the outside of your package advising of: ‘RETURNED GOODS’. Without this you may be liable for import duty charges and your return may be delayed in arriving with us.
Once your goods are accepted back into stock you will be issued with an exchange or refund within 5 days of receipt.