Customer Service

Questions about your order or products featured online? We’d be happy to help you via email (shop@birdbrooklyn.com) or phone (718-388-3707). Our web office is open Monday - Friday, 10 am - 6 pm EST.

Walk-Ins

Which stores are open for walk-ins?

We're pleased to announce both our Brooklyn locations are open for walk-ins! Our Williamsburg store is open everyday from 12-6 pm, and our Cobble Hill store is open Monday through Saturday from 12-6 pm. Shopping appointments are also still available Monday through Friday at both locations.

How many people are allowed in the store?

For the safety of our team members and customers, we are limiting the number of people in the store. Our Williamsburg store will allow up to five people at a time, and our Cobble Hill store will allow up to two people at a time.

 

We will be following all state and local safety guidelines. When entering our store, please wear a mask and keep six feet apart.

Can I still make a shopping appointment?

Yes! You can still book appointments at our Williamsburg and Cobble Hill stores. The stores have two openings per time slot. Our stores will allow walk-ins when appointments are happening.

If you're on a tight schedule and want to secure a slot, you can schedule an appointment online or reach out to our stores directly.

In-Store Shopping Appointments

How do I book an appointment?

Visit our scheduling tool to book an appointment at our Cobble Hill or Williamsburg locations! At this time, we are accepting appointments Monday-Friday, from 12-5:30 p.m.

Book your appointment today!

Which stores can I book appointments for?

Our Cobble Hill and Williamsburg locations are accepting appointments. Our store appointments are Monday-Friday, from 12-5:30 pm.

How long is an appointment?

One appointment lasts 30 minutes.

Can I bring a friend?

To ensure proper safety protocols, we only have two spots available per time slot. We ask that your friend book an appointment for the same time as you to secure a slot.

Try-On at Home

How does this work?

Our Cobble Hill manager will personally assist you! Email Sara at sara@birdbrooklyn.com and let her know what pieces you’d like to try. Sara will coordinate a time for you to pick up the pieces at our stores. You will have up to 24 hours to decide what you would like to keep. After your selection, drop off the pieces you don't love back at our stores!

Do you charge my card when I place the order?

We will validate your card through authorization to capture 50% of your order, as a fully refundable deposit.

Can you ship the order to me?

At this time, we are only able to offer curbside pickup. You will be responsible for picking up the pieces at our stores.

How does the return process work?

Once you have made your selection, let Sara know what you are keeping and what you plan to return. Drop off your returns at the same stores you picked up the pieces from.

What if I change my mind after I’ve made my selections?

If you change your mind at a later date, please email Sara at sara@birdbrooklyn.com to coordinate a return. Our standard retail store return policy remains in effect:

We gladly accept returns of full priced items for exchange or store credit within 14 days of deciding to keep them. Items must be unworn, unwashed, undamaged, with original tags attached. Sale merchandise, beauty, fragrance, swimwear, lingerie and any other item marked as final sale cannot be returned or exchanged. Jewelry and shoes must be returned in original packaging.

How long do I have to return my Try-On at Home items?

You have up to 24 hours to decide what you’d like to keep.

What payment methods do you accept for Try-On at Home?

We only accept credit cards at this time.

Shipping

Order Processing

Online orders are processed Monday through Friday, excluding holidays. In general, orders will ship within 1 - 3 business days, however orders placed before (2pm EST on weekdays) will often ship the same day. Holidays and peak sales time may alter your shipment timeframe.

You will receive an email confirmation upon placing your order. Once your order has been shipped, you will receive an email update with shipping details along with the associated tracking number. You may follow the link in the email to check the estimated arrival of your order.

Please note that tracking information will only be updated online one business day after your order has been shipped. Please contact customer service as soon as possible with any requests as we are unable to make cancellations after we have started the shipment process.

US Shipping Services

UPS Ground: Free for orders over $250. For orders under $250, shipping fees will be applied at checkout, $10 on all domestic orders within the USA.

UPS 2nd Day: $25

UPS Next Day: $45

In-store Pickup: Free!

All orders shipped within the United States are delivered by UPS, carefully packed and handled via our partnership with Wynd. Note: Signature is required for all orders over $500.

Upon shipment, UPS Ground can take anywhere from 1 - 5 business days. For time sensitive, guaranteed date delivery, please select 2nd Day or Next Day service. Orders with express delivery will ship same day if placed by 2pm EST on regular business days, Monday - Friday. Orders placed after 2pm EST on regular business days, weekends or holidays will be shipped the following business day.

Orders will ship from our Brooklyn, New York locations.

Unfortunately, we are unable to deliver to APO/FPO addresses, P.O. boxes or freight forwarding companies at this time.

Pickup In-Store

Note (Updated 09/08/2020): In addition to complimentary curbside pickup for online orders at all Bird Brooklyn locations for local customers, we are now accepting walk-ins and shopping appointments at our Cobble Hill and Williamsburg locations! Learn more about shopping appointments.

Once you have entered a local shipping address at checkout, in-store pickup options will populate in the shipping method dropdown menu. After placing your order with in-store pickup selected as your shipping method, our customer service team will coordinate a time for you to pick up. We will have an associate available to hand off your order at your preferred location. Our curbside pickup hours are currently Monday - Saturday from 12 pm - 6 pm EST at our Cobble Hill and Williamsburg stores.

Your safety is our priority. Our associates will be taking safety precautions, including wearing masks and gloves, using sanitizers, and cleaning the store regularly to minimize viral spread. We kindly ask that you wear a mask upon pickup as well.

When your order is ready for pickup, you will receive an email notification. Please note pickup timelines will vary depending on item availability and preferred pickup location. If you have questions about local item availability, please email shop@birdbrooklyn.com or call 718-388-3707, Monday - Friday 10 am - 6 pm EST.

For verification purposes, please bring a valid ID when picking up your order. You may also designate another individual to pick up your order if you provide them with the pickup notification received via e-mail. They should also bring a government-issued photo ID.

International Orders

All orders shipped outside of the United States are shipped UPS Express (via our shipping partner Wynd) who provide customs clearance and door-to-door delivery service within 4-7 business days.

International Shipping fees are a flat rate of $50 for all orders under $5000. Additional fees apply for orders over $5000.

Taxes and duties are not included, payment of any fees is the responsibility of the recipient, and will be collected at the time of delivery. Although charges are not always incurred, assessment of duties and taxes are determined by the customs agency within the destination country and are based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country.

All orders shipped internationally are final sale.

Refused Packages

Bird is not responsible for any charges incurred for refused packages. In the case a package is refused and returned to Bird, the total cost of return fees will be deducted from the customer’s refund.

Delayed or Lost Packages

Bird is not responsible for delays in shipping or delivery due to force of nature or other uncontrollable events. If your package gets lost in transit we will do everything we possibly can to assist you. We cannot be held responsible for packages once proof of delivery is generated. If you would like to waive our signature upon delivery requirement, please note that we cannot be held responsible for lost or stolen packages.

Payment Methods

We accept Visa, MasterCard, American Express, Discover, PayPal, Bird issued gift cards and store credit.

If you would like to place your order over the phone, or have any difficulty in processing payment, please call customer service for assistance at 718-388-3707.

Returns & Exchanges

Web Order Return Policy

For all online purchases at birdbrooklyn.com, Bird gladly accepts returns of full priced merchandise for refund, exchange or store credit. Items must be unworn, unwashed, undamaged, with original tags attached. Sale merchandise, beauty, fragrance, swimwear, lingerie and any other item marked as final sale cannot be returned or exchanged. Jewelry and shoes must be returned in original packaging. All returns must be authorized by Bird.

Request Return Authorizations

Email or call customer service with your order number and the items you'd like to return or exchange. Our customer service team will get back to you and approve your return via email.

Exchanges

Bird is happy to accommodate exchanges for any items eligible for return, based on stock availability.

Email or call customer service with your order number and the items you'd like to return or exchange. Our customer service team will get back to you and approve your return via email.

Please allow 7 days to process your exchange once return is received. In case merchandise is not available for exchange, you will be reimbursed in the original form of payment.

You will receive a confirmation by email when your exchanges/refunds are processed. All exchange orders are shipped complimentary via UPS Ground.

Return or Exchange by Mail

Please follow these steps to return or exchange by mail:

  • Pack and securely seal the merchandise in the original package if possible. Jewelry and shoes must be returned in original packaging.
  • Make sure to print and include your return authorization email in return package.
  • Ship return using carrier of your choice. We recommend insuring the package for the full retail value (as Bird is not liable for lost packages) and retaining your tracking number for reference.
  • Address the package to:

Bird Website Returns

203 Grand Street

Brooklyn, NY 11211

Refunds

Refunds will be made in the form of the original payment, unless we agree to credit a different payment type.

Refunds are issued within 7 business days of receiving your return. Once your refund has been processed, a refund confirmation will be sent to the email address provided at checking out. Your financial institution may require additional time to process the refund to your account.

Please note that original shipping fees are not refundable.

Return Restrictions

We have the right to deny credits if the merchandise returned does not meet our return policy requirements. If your package is not accepted, it will be sent back to you and a refund will not be granted.

Return or Exchange In Store

If your online order has been authorized for return or exchange, you may bring it to any Bird location within 14 days of order receipt for processing. Pre-authorization is required for any in-store returns or exchanges of online purchases.

Retail Store Return Policy

For all purchases made in a Bird retail store, Bird gladly accepts returns of full priced merchandise for exchange or store credit within 14 days of purchase. Items must be unworn, unwashed, undamaged, with original tags attached. Sale merchandise, beauty, fragrance, swimwear, lingerie and any other item marked as final sale cannot be returned or exchanged. Jewelry and shoes must be returned in original packaging.

Requests to exchange merchandise received as a gift must be accompanied by a gift receipt.

Gift Cards & Promotions

Gift Cards

Bird gift cards can be used online, in any Bird store and on phone orders. Shop and use your Bird gift card to pay, either in full or toward the total purchase. The card keeps track of your balance, so you can use it on one purchase and then use it again with the remaining balance. Bird gift cards never expire, are nonrefundable and cannot be transferred, exchanged, resold, or redeemed for cash (except where required by law). Bird is not responsible for lost or stolen gift cards. Purchase a new card on our Gift Cards page.

Promotions

Sign up for our newsletter and be the first to know when we have a promotion!

Birthday Promotion - Every month, we offer newsletter subscribers a 15% discount. Discount cannot be applied to Dries Van Noten, Jesse Kamm, sale items, and gift card purchases. This promotion cannot be combined with other offers. No price adjustments on prior purchases.

Extra 20% Off Sale Items Promotion - 10/15/2020 through 10/18/2020. Offer is applicable to sale items only. Discount is automatically applied at checkout, no promo code required. No price adjustments on prior purchases. Dries Van Noten is excluded from this offer. This offer cannot be combined with any other offers. All sales are final.

Price Adjustments

Bird gladly honors a one-time price adjustment on full-price merchandise within 7 days of the purchase date. The difference will be offered as store credit. Items not purchased at full price are ineligible for price adjustments. Price adjustments do not apply to limited-time promotions. We are unable to offer price adjustments on items that were discounted for any reason at the time of purchase.

Still have questions?
We're here to help.

shop@birdbrooklyn.com

718-388-3707

Our web office is open Monday - Friday,
10 am - 6 pm EST