Frequently Asked Questions
On this page you will find the answers to the most frequently asked questions regarding:
ORDERS | PAYMENT | SHIPPING | RETURNS | GENERAL
If you do not find an answer to your question, please contact us. We are pleased to help you!
How do I order?
Shopping in our Online Shop has never been easier! Browse the rich variety of BELLA products from the comfort of your own home – 24 hours / 7 days. All prices are the same as the retail prices found in our concept stores.
Can I place an order by e-mail, phone or via Facebook?
We would be pleased to accept orders by e-mail, private message on Facebook or by phone. On the page “Contact” you will find how to reach out to us.
Is there a one-click shopping feature?
We provide a one-click shopping feature for your convenience. This makes shopping with us even quicker and easier for you! On our product overview pages, you will notice the “Shopping cart” symbol next to the articles. The one-click shopping screen opens if you click on this button, showing you all the important information and promotions that apply to your selected article. You only need one click to place the article in your shopping cart.
How do I redeem a promotional code?
Redeem your promotional code directly in the shopping cart. Depending on the type of promotion, the relevant amount will be shown once you have entered your promotional code and then deducted from your order total.
How do I use a Gift Card?
Gift cards can only be used in our concept stores. Please refer to the page “Stores” to know where to find our physical stores.
Has my order been received?
You will automatically receive e-mail confirmation once you have sent your order. It contains all the details on your order, including the invoice and delivery addresses, the subtotals, discounts, shipping costs, total amount and information on the selected payment and shipping methods. This e-mail is our confirmation that we have received your order.
Can I cancel the purchase before finishing?
You can remove articles from your shopping cart at any time, as long as you have not already sent the order. Simply click on “Shopping cart” and remove the articles you no longer want.
What happens after I have completed my order?
You will automatically receive e-mail confirmation once you have completed your order. It contains all the details of your order. What’s more, you can go to “My account” at any time to track your order status. This feature is only available to registered customers. We will send you e-mail confirmation as soon as we have shipped your products from our warehouse.
Can I cancel my order?
If you would like to cancel an order that has been submitted, please reach out to email@example.com immediately in order that we cancel your order before it is shipped. Please state the order number in your e-mail and keep it to hand. Cancellation is free, except for custom and personalized orders made especially for you.
Once your order has been shipped, it can no longer be cancelled. If you do not wish to receive this package, you can always refuse it at delivery or you can return it to one of our stores or via a post office.
What are the methods of payment?
We accept Visa, Mastercard, Paypal, Maestro, Bancontact and prepayment as methods of payment. Please select the appropriate type of payment during the payment process and fill in the required details.
How does PAYPAL work?
PayPal stores and safeguards your card and bank details, enabling you to pay online without entering your sensitive financial information every time you shop. You speed through checkout in just a few clicks, PayPal takes the payment from your card or PayPal balance directly. Your payment details will not be shared with BELLA.
How does prepayment work?
BELLA offers the possibility to pay via prepayment (bank transfer). The amount is due for payment immediately. Please transfer the amount to the account listed in the checkout process using your order number as payment reference. If you choose to pay via prepayment, please count 3 extra days for the delivery as your order will be processed upon receipt of your payment into our bank account.
What is the delivery time?
Delivery times vary according to your selected delivery address, and the availability of your items. Generally, orders are shipped within 3 to 5 business days after purchase. You can find the current status of your order on “my account”. This feature is only available to registered customers.
How much does the shipping cost?
All orders are shipped with secured parcels per address and regardless of the number of products ordered. BELLA does not provide partial deliveries. The prices vary depending on the country of delivery. See table below. Orders over € 75 are free of shipping charge
The cost for shipping is calculated and displayed on the Checkout page before you complete your order.
|Rest EU :||The Netherlands, Austria, Denmark, Finland, Sweden, Great-Britain, Irland, Luxembourg, France, Portugal, Spain, Italy, Malta, Monaco||7,5 €|
Can I have my package delivered to a BELLA store?
Of course! You can purchase items online and pick them up in our BELLA retail store in Eupen. You will then receive a confirmation e-mail as soon as your order has arrived in the retail store. In this case, the delivery is free of charge, and you can pick up your order within 15 days in this shop during the opening hours and upon presentation of the proof of payment.
Can I return products?
BELLA’s top priority is to satisfy all its customers. You may return ordered items and thereby withdraw from the sales contract up to 14 days after their receipt (with the exception of Gift Cards and customized products).
How to return a product?
If you need to return something, return the products to us unworn, and make sure that it is exactly as you received it with its original packaging and invoice.
- Items purchased at our online shop bellastore.be can only be returned to us by post to following address: BELLA STORE, KLOSTERSTRASSE 2, 4700 EUPEN.
- Items purchased personally at our physical store can only be returned to this store.
Customized and personalized items are made uniquely for you, and cannot be returned.
Please note that the return shipping fee are at your own charge and own risks, and cannot be reimbursed.
You need to get it back to us within 14 days from the date on your dispatch note.
I have sent back an article. When and how will I receive reimbursement?
We will immediately reimburse the purchase price after receiving your returns, provided our check is positive. Experience has shown that reimbursements take up to ten workdays. We will reimburse the amount using the same payment method that you selected to pay for your order.
I have received a damaged article. What can I do?
We’re sorry to hear that you’ve received an incorrect or faulty item. We check and examine our products thoroughly. Nevertheless, there may be individual cases in which we do not satisfy the usual quality. Please return the products to us if this happens or contact us.
Will it cost me to send back items?
If you wish to return undesired products, the return shipping fee are at your own charge and own risks, and cannot be reimbursed, unless you have received a damaged product.
Do you refund the delivery charge?
We usually refund you what you paid for your products but not the delivery charge, unless your entire order was faulty or incorrect.
What are the benefits of registering?
You will enjoy all the benefits of a customer account by registering with us.
- Speed up online shopping by storing your personal information like invoice and delivery address(es)
- Add favorite products to your wish list
- View the status of your order at any time online
- Subscribe and unsubscribe to the newsletter
Is your online shop secure?
The details provided to BELLA will not be forwarded to any third parties under any circumstances. All details entrusted to BELLA are solely used to ensure that the company continues to uphold personalized service to make your shopping experience the most convenient possible.
Are my personal data safe?
All sensitive data transferred to and from BELLA is encrypted using the most modern technology.
For security reasons, BELLA does not save credit card information. The data is immediately passed to the company’s partner systems for payment processing.
Do price include VAT?
All prices displayed on bellastore.be include the appropriate taxes for Belgium where the VAT is applicable (21%).
Can the tax (VAT) be refunded?
All the orders placed through our Online Shop as well as purchases in our concept stores are exempt from VAT refunds.
The VAT is calculated according to tax regulations of Belgium.
Is there a newsletter? How can I subscribe/unsubscribe?
You can subscribe to the newsletter and keep up-to-date with the BELLA news, promotions and special offers at all times. You can subscribe and unsubscribe to the newsletter at any time under the tab “My account” or via this link: SUBSCRIPTION.