Frequently Asked Questions (FAQ)

 Effective as of 01 November 2023

Berlabin's Promise: Built to Last: 10 Years of Comfort

Q1. What does "Built to Last: 10 Years of Comfort" mean?

  • A: It is our commitment to providing products that are not only comfortable but also durable. We stand behind the promise that your Berlabin product will serve you for at least a decade. This reflects our dedication to quality and your long-term satisfaction.

Mission and Values

Q2. What is Berlabin's mission?

  • A: Our mission is to curate the world's largest collection of relaxation and bedding products, uniting people through universal comfort and timeless quality.

Q3. What are Berlabin's core values?

  • A: Our core values include holistic integrity, humility, grit to be better and do better, quality assurance, innovation, and being customer-centric. We obsessively focus on product quality, continuously improve our offerings, and prioritize your satisfaction.

Ordering and Products

Q4. How can I place an order?

  • A: Ordering is simple! Browse our website, select the products you love, and add them to your cart. Follow the checkout process, and your order will be on its way to you.

Q5. Can I make changes to my order after it's been placed?

  • A: Once an order is confirmed, we aim to process it quickly. Please contact our Customer Support at info@berlabin.com as soon as possible if you need to make changes, and we'll do our best to assist.

Q6. What if the product I want is out of stock?

  • A: If a product is temporarily out of stock, you can join a waiting list or subscribe to be notified when it's available again. We appreciate your patience and commitment to our products.

Occasional Promotional Offers

Q7. Do you have occasional promotional offers or discounts?

  • A: Yes, we do! Berlabin occasionally runs promotional offers, discounts, and special deals on our products. To be among the first to know about these exclusive offers, sign up for our email list. Enjoy savings on your favorite comfort products!

Shipping and Delivery

Q8. How long will it take to receive my order?

  • A: We usually ship your orders within 2 weeks of purchase. In the event of any unexpected delays through our shipping network partners, we'll keep you informed. Delivery times may vary depending on your location, and you will be provided with a tracking number via email once your order is on its way.

Q9. Do you offer international shipping?

  • A: Yes, we offer shipping to the United States, Canada, Australia, and Europe, ensuring that comfort knows no borders.

Q10. How can I track my order?

  • A: Once your order is shipped, you will receive an email with tracking details, allowing you to monitor the progress of your order on its journey to you.

Q11. How is shipping calculated for my order?

  • A: Shipping costs are calculated during the checkout process, based on your location and order size. We aim to provide you with transparent and competitive shipping rates.

Q12. Do you offer free shipping?

  • A: Yes, we occasionally offer free shipping as part of our promotional offers. To stay informed about our free shipping opportunities and other exclusive promotions, we encourage you to sign up for our email list. Don't miss out!

Returns and Refunds

Q13. What is your return policy?

  • A: Our return policy allows for returns initiated within 30 calendar days of receiving your products. Please refer to our Return Policy for detailed information.

Q14. How long does it take to receive a refund?

  • A: Refunds are typically processed within 5-7 business days after approval. The actual time may vary depending on your bank or credit card company's processing times.

Contact and Support

Q15. How can I contact Berlabin's Customer Support?

  • A: For assistance, questions, or concerns, please reach out to our dedicated Customer Experience team at info@berlabin.com.

Q16. How can I provide feedback on your products or services?

  • A: We value your feedback. You can leave product reviews on our website or contact us directly at info@berlabin.com to share your thoughts and suggestions.

Q17. Do you have a physical store or showroom?

  • A: At this time, we are exclusively an online retailer, allowing us to reach customers worldwide and offer competitive prices.

Head Office Location

Q18. Where is Berlabin located?

  • A: We are located in the beautiful city of Montreal, Canada. Our location serves as the heart of our operations, where we work diligently to bring comfort to homes around the world.

Environmental Responsibility

Q19. How does Berlabin uphold environmental responsibility?

  • A: We are committed to sustainability. We employ eco-friendly practices, such as minimal waste production and responsible sourcing. Additionally, we promote recycling and upcycling programs to reduce textile waste.

Q20. Where are Berlabin's products manufactured, and how do you ensure responsible production?

  • A: Our products are crafted in the Guimarães region of Portugal, a region renowned for its textile heritage. Furthermore, we manufacture our products in various locations, including China and Vietnam to access the rich textile heritage and craftsmanship. We select partners who align with our values and quality standards. We partner with local artisans, ensuring they receive fair wages and recognition for their craft. This not only maintains traditional craftsmanship but also promotes responsible production.

Supply Chain Transparency

Q21. Can you provide more information about your supply chain transparency?

  • A: We are committed to transparency in our supply chain. We maintain open communication with our suppliers, verifying the source and quality of our materials. This ensures that our products meet our stringent quality and sustainability standards.

Q22. How do you select the suppliers for your materials?

  • A: We have a rigorous vetting process for our suppliers, ensuring they share our commitment to quality and sustainability. We maintain strong partnerships with those who align with our values.

Q23. Do you support fair labor practices in your supply chain?

  • A: Yes, we prioritize fair wages and ethical labor practices. We work with suppliers who share our dedication to responsible and fair production.

We hope these answers provide clarity and assist you in making informed decisions. If you have any additional questions or require further information, please do not hesitate to reach out to us. Your satisfaction is our priority, and we are here to assist you. Thank you for choosing Berlabin.