FAQ

It's okay to change your mind!

We understand that sometimes items may need to be returned. For your convenience, we offer a hassle-free return policy that allows you to return any item with ease.

However, please note that we do charge a return fee for our items. If you need to return any luggage piece, there is a flat fee of $19.99 per box. For non-travel items, the return fee is $14.99.

We want to ensure that you are fully informed of all fees associated with your purchase, so please keep these return fees in mind when making your purchase decision. Our customer service team is available to answer any questions you may have about our return policy or fees. Thank you for choosing our company for your shopping needs.

If you are not completely satisfied with your Bentley purchase for any reason, please review our return, refund and exchange information below.

*Please note that your shipping fees will be covered by us, however the delivery fees paid at the time of the original purchase will not.

1. Contact Customer Service

Please initiate your return process by contacting our dedicated customer service team at service@shopbentley.com. Your satisfaction is our priority, and we are here to assist you.

Important Information to Include in your email:

• The name of the person who placed the order
• The email used for placing the order
• Customer reference number (found in the subject line of your confirmation email, e.g., BENT-xxxxxx)
• Details of the item you wish to return, including name, quantity, and item SKU

*Please retain the original packaging for a smooth return process

2. Receive Your Shipping Label

Upon receiving your email, our customer service team will promptly review your request. Once approved, a link to a return label will be sent to the provided email address. You can choose to fill it out electronically or print it for completion at your nearest post office.

Affix the return label securely on the package, ensuring the original shipping label is covered.

Drop off your package at the nearest Canada Post Office.

3. Confirming Your Refund

Once you have received your tracking number for your return, please forward the number to our customer service team. This allows the team to accurately monitor your return, and intervene if there are any issues.

After we receive the returned item, your refund will be processed promptly. You will receive confirmation via email, ensuring transparency and keeping you informed throughout the process.

As our services are currently only offered in Canada, please note we can only complete returns for customers based in Canada and it's territories.

Simply return it for an exchange or refund within 30 days of purchase pick up/delivery to any of our stores or ship back to us. We do not accept returns made after the 30 days.

All return requests must be accompanied with the original proof of purchase or printed copy of the receipt/invoice; in unused, unworn and undamaged condition with all original tags attached, in addition to original packaging. It must be deemed sellable by Bentley's store associates and/or Bentley’s warehouse employees. All returns are subject to validation and approval at Bentley’s discretion.

Returns of any portion of the purchase will require equal forfeiture of offer or amount equal to offer.

In the case of incorrect items shipped or damaged during shipment, please contact our Customer Service team at 1-866-840-7788 ; by email, or by visiting your nearest Bentley store.

Refunds with the receipt are based on the price paid at the time of purchase.

No In-Store Returns

Drop-shipped items cannot be returned or exchanged in-store. All returns and issues must be handled directly with the vendor. During checkout, drop-shipped items are clearly marked as “Web Exclusive or Drop-shipping"

How to Return a Drop-Ship Item

To initiate a return:

1. Confirm the item is drop-shipped by checking
your order confirmation or contacting our customer service team

2. Contact the vendor directly by email at info@champsluggage.com 

Each vendor follows their own return policy and procedures.

Shipping & Tracking

Drop-shipped items are shipped directly from the vendor to your address. In-store pickup is not available for these items. You will receive a tracking number by email once your item ships.

Refunds

Refunds for drop-shipped items are not processed in-store. Once the return is approved by the vendor, your refund will be issued to your original payment method. Please allow time for the vendor to process your return and refund.