Customer Support & Grievances

Customer support

For customer-service matters, email:

hello@berelot.com

We aim to acknowledge customer-support enquiries within 2 business days.

What to include

To help us investigate efficiently, include the order number where applicable, the email used for the order, a clear description of the issue and any relevant photographs or supporting information.

Grievance escalation

If a matter has not been resolved through the initial support response, reply to the same support email thread with “Grievance Escalation” in the subject line and include the previous correspondence.

We aim to resolve ordinary customer grievances within 7 business days after receiving the information reasonably required to investigate the matter. If additional time is required because of a carrier, bank, payment provider or other third party, we will keep the customer informed of the expected next steps.

Payment and refund concerns

For a payment or refund concern, please include the order number and transaction details available to you, but do not send complete card numbers, card security codes, passwords or other payment credentials by email.

Trade enquiries

Interior, exterior, hospitality, bulk and project enquiries may be directed to:

trade@berelot.com