Shipping & Delivery
Where is my order?
As soon as your order has shipped, we will email you a shipping confirmation with your tracking information. The estimated delivery date depends on the destination and shipping method selected at checkout. It is an estimate, so your parcel may arrive slightly before, on or after that date.
Why is there no tracking update?
Tracking can take 1–5 days to update after dispatch while the carrier arranges the next stage of the journey. During transit, tracking may only refresh when the parcel reaches a major facility, port or destination. It's also normal for international orders to show no tracking updates until the parcel has arrived in destination country as the tracking you received is the last-mile tracking.
Why is my order taking longer to ship?
In-stock items normally require 1–5 business days for processing. However, during peak seasons and periods of high order volume, orders may require additional processing time. We appreciate your patience during busy periods as our team works to process orders as quickly as possible.If your order contains a pre-order item, we will usually wait until every item is available before dispatching the order together. This helps reduce the number of separate shipments.
Product availability and estimated pre-order dates are displayed on the relevant product page.
Why did I not receive a shipping confirmation email?
A shipping email is sent to the address used at checkout once your order has dispatched. Please check:
- That you are checking the same email address used to place the order.
- Your junk, spam or promotions folder.
- Your account order history to confirm whether the order has shipped.
If you still cannot find it, please contact us.
Are customs duties and import fees included?
31Berry ships internationally; however, customs duties, import taxes, VAT, clearance fees, and any other charges imposed by the destination country may apply.
31Berry will cover applicable duties and taxes only for the specific countries expressly listed below. For all other destinations, any customs duties, taxes, VAT, brokerage fees, or import charges are the sole responsibility of the customer and must be paid directly to the relevant customs authority, courier, or local delivery provider once the shipment arrives in the destination country.
United States
United Kingdom
Canada
Australia
New Zealand
Customers are responsible for ensuring they understand their country's applicable import requirements and charges before placing an order. Refusal to pay customs duties or taxes does not automatically entitle the customer to a refund. If a shipment is refused, abandoned, or returned to us due to unpaid customs charges, any refund may be subject to deductions for applicable return shipping costs, customs charges, duties, taxes, and other fees incurred in connection with the return.
Please note that customs clearance procedures and delivery delays are outside of 31Berry's direct control.
Where do you ship?
We deliver internationally. Available methods, estimated times and charges vary by destination.
Orders
Can I change or cancel my order?
Oh no! We're sorry to hear you wish to cancel your order. Once an order is placed, our warehouse and fulfillment team begins processing and preparing all orders to get them out as fast as possible. Therefore, we are unable to cancel or change any orders at this time.
An item is missing from my order. What should I do?
Your order may have been split into more than one parcel when:
- The combined parcel would exceed the carrier’s weight limit.
- Your order includes pre-order items and available pieces were sent first.
Please check all tracking numbers supplied. If you believe an item was missed during packing or transit, contact us promptly with your order number, details of the missing item and photographs of the parcel and items received.
I received the wrong item. What should I do?
Please contact us as soon as possible with your order number, a description of the issue and clear photographs of the item received.
My item arrived damaged or there is another problem with my order.
Please contact us promptly with your order number, details of the problem and photographs showing any damage. Our team will review the information and advise you on the next steps.
Returns & Refunds
How can I return an item?
A return request can be made within seven days from the date you receive all items in your order, subject to our return conditions. Please read the instructions on our Returns & Exchanges page before sending anything back.
How long do I have to send my return back?
Once you receive the return address and instructions from our team, please send the item back within three days. We recommend using a tracked service and retaining your receipt until the return is completed.
Is return shipping refunded?
Return shipping costs are the customer’s responsibility. The amount depends on the carrier and service you choose locally.
My return shows as delivered. When will I receive my gift card?
Once a return is delivered, it can take 1–3 days for the parcel to be collected, opened and inspected. A gift card is issued after the returned items have been confirmed as eligible and in good condition.