Shipping and Delivery Policy

Please note delivery times apply after dispatch and NOT at the time your order is placed. You will receive an email notification when your order has been dispatched. Please check your junk folder. 

1.1 We ship internationally across UK, Ireland, Europe and USA. We can ship elsewhere in the world at an additional delivery charge. This will be calculated at the checkout based on weight and location.

International orders may be subject to import duties and taxes, which are levied when your delivery reaches your destination. The customer is responsible for import duties and taxes. Please be aware BellaMoon has no control over these charges, we advise you contact your local customs office, for more information prior to placing an order with us.

Orders delivered to the Republic of Ireland do not have additional charges, as our goods have cleared customs and are protected by the free movement of goods act across the border.  

1.2 Orders that are dispatched from our warehouse generally ship within a 48-72 hour window (Excluding weekends and bank holidays). Delivery duration within UK & Ireland is approx. 2 - 7 working days, depending on location. Please consider delivery times when placing an order. The third-party courier service collects orders from our warehouse at approx. 11 AM, orders placed after this time will be dispatched to the courier for collection the following working day. 

Expect 5 - 7 working days for deliveries to Europe and USA.

BellaMoon use a third-party courier service for all deliveries. We aim to deliver all our orders within the specified delivery times set out by this courier service, however for reasons beyond our control this may on occasion be longer. All delivery charges are non-refundable through BellaMoon. Should the customer have an issue or dissatisfaction with the third-party courier service, please contact [email protected] immediately and we will try to resolve the issue. Alternately we will pass you directly to their complaints department.

1.3 Please be aware that Saturday and Sunday and bank holidays are not considered shipping days by our warehouse or third-party courier services.

1.4 Orders may not ship the next business day for reasons including but not limited to: credit card processing errors, fraud, shipping and billing address verification, inventory availability, and high order volumes resulting from a promotion or sale.

1.5 It is the responsibility of the customer to ensure shipping details are correct. We are unable to redirect or recall orders, once items have been dispatched from our warehouse. please take extra time at the checkout to ensure all details are accurate as there is a likelihood this will impact on your delivery. ** BellaMoon cannot be held liable for issues deriving from incorrectly addressed orders. **

BellaMoon cannot take any responsibility for any loss or costs that you might incur as a result of late delivery.

1.6 All shipments are traceable and as soon as your order is dispatched from our warehouse you will receive your unique tracking number, please use this number to follow the delivery details of your order. It is the customers responsibility to use this tracking information and make sure they are available to receive their delivery.

1.7 If an order has been returned to our warehouse due to failed delivery, it is the responsibility of the customer to cover the cost of shipping their order again. If an order is rejected by the customer, the courier will return your order to our warehouse, upon arrival and inspection by our quality control team, the cost of the product will be refunded only, minus the shipping cost.

1.8 BellaMoon is paperless, we do not include packing slips or order information, within our packages to help the environment and reduce our carbon footprint. All order information is sent through to the email you provided at the time of check out. (Please check your junk mail frequently, as sometimes our emails can filter into your junk folder)

1.9 BellaMoon provides an opportunity to include a delivery note or specific instructions at the check out process. Please do not include personal information. All information provided in the delivery note section is copied directly to the outside of your parcel, BellaMoon will not be held accountable for incorrect information. Kindly be aware that certain courier services we utilize may mandate a signature upon delivery and might be unable to leave packages unattended at doorsteps. BellaMoon cannot be held liable for any instances of missing parcels in cases where instructions were given to leave the package.

 Confirmation Email

All customers will receive a confirmation email with their order. Confirmation emails can filter into your junk folder, so please check there. Please reach out to our team at [email protected] if you did not receive your confirmation email, as there may be a spelling error in the details you provided. 

Collection

BellaMoon offers Free local collection of orders from our Warehouse. You will be notified when your order is ready to collect and given an allocated time slot. Please bring your order confirmation. If you fail to collect your order within 5 working days a refund will automatically be issued. 

The Collection address is - BellaMoon Head Office, Unit 5, 79 Downpatrick Road. Crossgar. Co. Down BT30 9EH. 

Damaged or Missing Items

Please examine your order carefully to make sure everything is in perfect condition and all the items you ordered have been received. Should you find any items damaged or missing please contact us at [email protected] within 48hours upon receipt of delivery. Our packages are checked for irregularities, and certain items will only be replaced as missing at our sole discretion.

Lost Parcels

If you have not received your order within 7 working days of dispatch, please contact [email protected] immediately.

BellaMoon takes missing orders very seriously, an investigation with our courier provider will commence, possibly involving courier security and / or the police. The Investigation needs to be fully completed, and a conclusion made before BellaMoon will ship a replacement. BellaMoon does not issue refunds for lost parcels. Please note you will be required to sign all paper work needed by the courier within an allocated time frame. 

Bundles

If you wish to return an item that is part of a bundle, BellaMoon will refund a percentage of the sale cost and not the cost of the item sold singly.

Sales 

BellaMoon will run different sales at different times throughout the year, prices set during this time are subject to change. BellaMoon will not refund the price difference of an item purchased outside of the sale period. BellaMoon has the right to remove discount codes from use at any point. 

Cancellation & Returns Policy

Cancellations

Orders can be cancelled up until the point of dispatch, once your order has been dispatched to the courier, cancellations are no longer possible. Please email [email protected] with your full name, address and order number to request a cancellation. We can not recall parcels once they are in the courier network. 

The Returns Process:

*Due to hygiene reasons, we can only issue refunds where the product has been unopened, unused and returned to us with all labels intact, in its original packaging. * You have 14 days from the day you receive your order, to notify us of your intended return. You then have a further 14 days from the date you notify us, to return the goods to us. We do not cover the cost of returns. 

Faulty, incorrect or mis-described products are treated differently. Please email [email protected] if you receive a faulty, incorrect or mis-described product and we will deal with the case on an individual level.

BellaMoon does not include packing slips with orders, please include your full name, address, and order number, so we can identify your returned item when it reaches us. We cannot process your refund without this information!

Your returned item/s need to be sent back to us in a resaleable state, please do not stick anything to the original packaging. We may deduct a percentage of your refund if you cause damage to the BellaMoon product packaging. 

 - Please send an email to [email protected] stating the following information 

(Please check your junk folder regularly for replies from our team)

Name

Order number

Address

Email address

Phone number

The item you wish to return

Your reason for returning

(Please do not return any items without speaking to our customer service team first)

Our Returns Address is:

BellaMoon Limited

Unit 5, 79 Downpatrick Road

Crossgar

Co. Down

Northern Ireland

BT30 9EH

** Important: We advise that you get ‘proof of postage’. Please keep this until you have received your refund. Without it, we cannot guarantee a refund will be made. 

BellaMoon is based in Northern Ireland, under Brexit arrangements Northern Ireland does not need a customs declaration for returned items inside the UK and Europe.

All returned item/s are checked by our quality control team once we receive them. We will not accept items that are dirty, worn or show signs of use. We may reject or deduct a percentage of your refund, if you have not fully returned all our products to us. 

Customer refunds are issued on the 1st and 15th of each month, depending on when we received your return and process it. Please allow 5 working days for this to appear on your statement.

For small items being returned we have a Royal Mail returns portal. Please Note; we deduct £1.99 from your return if you use this portal. Returns Portal 

Warranty

BellaMoon product warranty covers all products from the date of initial purchase up to 12 months. This product warranty only covers the original purchaser and is not transferrable. Proof of purchase and an order number will need to be shown to confirm ownership.

Should you deem a defect is present during the product warranty period, we will at our sole discretion repair or replace the item at no cost to you. We cannot issue a refund for products after our standard 28-day return policy.

BellaMoon will make every effort to provide you with the same colour as the product you purchased, however at times we may be unable to, in such cases a different colour will be provided. No alternative BellaMoon products or refund will be offered.

Our product warranty policy does NOT cover

• any damage caused by misuse, carelessness, normal wear and tear within the products lifecycle, such as natural fading of colours and the wear of material.
• damage caused by incorrect and inappropriate use, including but not limited to care, storage and cleaning that does not follow our instructions.
• damage caused by misuse against the instructions and warnings.
• changes in product design.
• products that have been altered, repaired or otherwise modified by the customer or third-party.

The product warranty does NOT cover stains, discoloration or shrinkage of any BellaMoon products. All BellaMoon products need to be handled in accordance with the storage and care instructions. More information can be found here.

The product warranty does NOT cover any products damaged by removal of any labels, should these labels be removed your product warranty becomes void.

Should you feel your items fall under the product warranty, please contact [email protected] with your full name, address, order number and photos. Each case is assessed individual by our team. Replacements are issued at our sole discretion.

(Please check your junk mail frequently, as sometimes our emails can filter into your junk folder)

Complaints Procedure

If you are unhappy about a product or service you have received directly from BellaMoon, please send us a detailed email outlining your complaint to [email protected] and this will be dealt with solely by senior management. (please check your junk folder)

Please note: complaints need to be lodged to BellaMoon within 4 weeks of the product being received or service taking place. Complaints about 3rd party companies will directed to their complaints department. Faulty items are dealt with separately. 

Your Consumer Right of Return & Refund

Save where stated below, this clause only applies if you are a consumer. You have a legal right to cancel a contract during the period set out below in clause 2.1 where the product is unopened and in its original packaging. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can notify us of your decision to cancel the contract and receive a refund.

3.2 Your legal right to cancel a contract starts from the date of the dispatch confirmation (the date on which we email you to confirm our acceptance of your order), which is when the contract between us is formed. 

3.3 To cancel a contract, where you haven’t opened the product, you just need to let us know that you have decided to cancel. The easiest way to do this is to email [email protected] Please provide details of your order, including your order number, name, address, email address and phone number, to help us to identify it.

3.4 If you send us your cancellation notice by email, then your cancellation is effective from the date you send us the email. For example, you will have given us notice in time as long as you email us before midnight on that day. If a product has been delivered to you before you decide to cancel your contract then you must return it to us unopened in its original packaging without undue delay and in any event not later than 14 days after the day on which you let us know that you wished to cancel the contract.

3.5 If you cancel your contract we will refund you the price you paid for the products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop and is subject to receiving the products in a satisfactory condition following their return. Examples of unsatisfactory handling includes circumstances where (a) the product box has been opened and is not suitable for resale; (b) the products have been fixed onto a surface or floor; (c) any visual or internal damage has been done to the products; and/or (d) the products are not otherwise suitable for resale.

3.6 If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, we will: (a) deduct an appropriate amount from the credit card, debit card or online payment account used to make the payment; (b) refund any delivery costs you have paid; (c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below: (I) if you have received the product: 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us, and (ii) if you have not received the product: 14 days after you inform us of your decision to cancel the contract.

3.7 If you wish to return products to us because they are faulty or mis-described, you must return the products to us within 28 days of the date of purchase (if you are a consumer), or 48 hours, if you are a business, and provide the relevant details outlined in this clause 9. Upon receipt of the returned products, if we accept that the fault or mis-description is something for which we are responsible, we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us. Any issues with faulty or mis-described products must be reported to us in writing within 48 hours of receipt or collection by you. After 48 hours we will not consider any proposed case for a return. The 48 hour notification period applies for businesses only, and is a recommendation for customers to enable returns to be processed. This clause applies both to businesses and consumers.

3.8 We will refund you on the credit card, debit card or online payment account used by you to pay. If you used vouchers to pay for the product we may refund you in vouchers. This clause applies both to businesses and consumers.

3.9 As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 9 or anything else in these terms.

3.10 Your cancellation rights do not apply to any sample products which have been delivered without charge to you, or to any customised products which have been tailored or designed specifically for you.