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Policies

 

BY PLACING AN ORDER WITH US YOU AGREE AND COMMIT TO OUR STORE POLICYS.

A) SHIPPING POLICY

A1) Bella Luxe Ships Orders between Monday and Saturday, no orders are shipped on Sundays or bank holidays. Please see shipping deadlines on the shipping page for cut off times/shipping deadlines. All orders placed after the deadline will not be dispatched until the following dispatch date - for example if the Customer places an order at 10am on Saturday it will not be dispatched until 3pm on Monday.

Orders can be subject to delays in being dispached. Any Delays can be for a number of reasons out of Bella Luxe's control for example post office Closures, Royal Mail staff strikes, extreme wether. Please understand Bella Luxe will always to everything in their power to dispatch your parcel as soon as possible.

A2) Shipping is provided by a third party company not Bella Luxe. Bella Luxe cannot refund shipping costs in the event of returns, delays (unless significant) ect as the shipping payment made at checkout is passed straight on to the delivery provider. Bella Luxe cannot reclaim the payment back from the delivery provider.

A3) Bella Luxe will not be responsible for orders not receiving orders due to the Customer providing Bella Luxe with the incorrect shipping details address, Bella Luxe can only send orders to the address provided. The Customer must check all of their details are correct (eg. shipping/billing address, name, email) before submitting their order. Bella Luxe's Fulfillment system is automated so they do not check the Customers shipping address before dispatching their order.

When an order is returned to Bella luxe for being undeliverable the customer will be required to make payment for shipping to have their order resent out to them.

In the event a parcel with an incorrect shipping address is delivered to the incorrect address given it'll be the customers responsibly to track down that parcel. Bella Luxe cannot refund nor replace the order under these circumstances.

A4) In the event the customer is not home to receive their order and the order is taken to the customers local parcel depot, it will be the customers responsibility to collect the order, the order will be held for some number of days to allow for collection. Bella luxe will not be held responsible when the order has exceeded its retention time and is returned to sender. In this event, the customer must cover the costs to have the order sent back to them, the order cannot be refunded.

A5) In the event of a missing parcel, Bella Luxe must allow at least 2 weeks from the parcel dispatch date before they can begin to claim the parcel as lost with the delivery provider. Once 2 weeks has past, Bella Luxe will open a lost parcel claim with the delivery provider, the delivery provider will investigate the missing parcel (to eliminate the risk of parcel fraud) as soon as they formally declare the parcel as lost Bella Luxe will send out a replacement of the original item/s ordered/lost in transit. For a full investigation it can take between 1 and 3 weeks for the delivery provider to reach a conclusion!

Please understand as Bella Luxe is a small business they cannot just hand out replacements/refunds. Bella Luxe must follow the lost parcel process as advised by the delivery provider, unfortunately this can be a lengthy process in the rare event that a parcel does go missing!

A6) Delivery times can ALL be subject to delay. this is unfortunately our of Bella luxe's control and down to the delivery partner, Bella Luxe will not be held responsible and all complains will be passed onto the delivery partner

Next day delivery is not a guaranteed service and can due to unforeseen circumstances be delayed beyond the 2 working days quoted however in most cases orders are received in the first 1-2 working days. For more reliably Bella Luxe recommends using the 'guaranteed next day before 1pm' service. 

A7) International orders are also subject to delay and can in extreme circumstances take up to 6 weeks to arrive. International orders may incur a import fee/customs charge, It is the customers responsibility to pay these charges. Bella luxe cannot be held responsible for any customs charges/import fees. The fee can vary depending on the Customers countries policies and value of the Customers order.

In the event of a parcel being returned to sender due to the customer not paying the customs charges/import fees for the parcel, the shipping costs cannot be refunded, the customer will need to cover the costs of return shipping to their country.

 

B) RETURNS POLICY

If the Customer wishes to return an order, please click HERE for the returns page.

B1) Bella Luxe accepts returns providing the item/s returned are in their original condition & plastic packaging. THE CUSTOMER MUST INCLUDE SOME FORM OF ORDER IDENTIFICATION IN YOUR RETURN, This can be order invoice or a note with the Customers name and order number, if we can't identify who the return belongs to we will be unable to refund the Customer. Unidentifiable returns will remain intact and the customer will have to provide their details along with the parcels return tracking no/reference no.

Bella Luxe reserve the right to reject a return if the item shows any signs of wear, for example the following: 

ANY Marks / stains (makeup, tan, dirt, deodorant marks, ect, wether it is faint or extremely noticeable, if it is not resealable it will be rejected)

ANY DAMAGE - Pulls or rips in fabric (pulls in knits/tweeds, rips in seam etc)

Excessive human/pet hair (Bella Luxe have a very small team who do not have time to pick pet hair off returned clothing!!)

Scent of the item (unpleasant smells such as pet, cigarette scents or perfume smells, deodorant, if Bella luxe believe the item has been put through the washing machine it will be rejected).

returned without plastic packaging - a total of £2.50 will be removed from the refund amount for any item returned in a resell-able condition without its original clear plastic packaging. If the item it not in a resell-able condition because it has not been returned in its original clear plastic packaging it will be rejected (eg. It has got dirty in transit)

if the item is rejected, Bella Luxe will contact the customer with photographic evidence (if applicable), the customer will have to pay shipping costs to have it returned back to them. 

B2) The Customer will need to cover the cost for any returned orders. Bella luxe's recommended return postal service is royal mails 'second class signed for' service, this service can cost upto £4 depending on the size/weight of the parcel. Bella Luxe do not cover the costs for ANY Shipping on returned items

Bella Luxe are unable to refund the customers original shipping costs paid as shipping is provided by a third party company, the shipping payment made a checkout is passed straight on to the delivery provider and is not reclaim able by Bella Luxe.

B3) The Customer must return their order within 14 days, this is calendar days, any orders returned outside of the 14 day period will be rejected and returned to the customer.

The customer must not return an item without contacting Bella Luxe beforehand.

 

C) INCORRECT OR FAULTY ITEM POLICY

C1) if the Customer has received an incorrect or faulty please contact Bella Luxe immediately via email or Instagram dm. Bella Luxe will require your full name, order number and order date to assist you further. Bella Luxe will need photographic evidence of the incorrect of faulty piece received by the customer. all items are checked thoroughly before being sent out to the customer to avoid the risk of a faulty item being dispatched.

C2) in the event of an incorrect or faulty item, Bella Luxe will provide the customer with a pre paid returns label. The customer must return the incorrect / faulty item, as soon as the item is received by Bella luxe the correct item or a replacement item will be dispatched to the customer. 

C3) Bella Luxe will not issue refunds in the event of a incorrect or faulty item, the item will replaced excatly as it was ordered. The size or style of the replacement item cannot be changed. 

D) CANCELLATION POLICY

D1) The Customer can cancel their order at anytime providing the order has not been shipped out and the Customer has not received the ‘your order is on its way’ email. Contact Bella Luxe immediately if you wish to cancel your order.

Once the Customers order has been shipped, the customer will need to await its arrival and then return the parcel to Bella Luxe. For returns follow the steps on our returns page to return the order to Bella Luxe. For returned orders Bella Luxe cannot cover the costs of return shipping or refund the original shipping costs paid by the customer.

 

D) PRIVACY POLICY

D1) This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.bellaluxe.co.uk (the “Site”).

Personal information we collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.


Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers ), email address, and phone number. We refer to this information as “Order Information”.


D2) When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

How do we use your personal information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.


We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).



Sharing you personal Information
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

D3) Behavioural advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Do not track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

D4) Your rights
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

D5) Data retention
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

D6) Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

D7) Minors
The Site is not intended for individuals under the age of 16

Contact us
For more information about our policys, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at bellaluxeuk@gmail.com or by instagram dm @bellaluxecollection