FAQ's
Ordering & Payment
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and other major payment methods at checkout.
Can I modify or cancel my order after placing it?
Once an order is placed, we start processing it immediately. If you need to make changes, please contact us as soon as possible. While we cannot guarantee modifications, we will do our best to assist you.
Do you offer discount codes or promotions?
Yes! Sign up for our newsletter to receive exclusive discounts and promotions.
Why was my payment declined?
Payment failures may occur due to incorrect details, insufficient funds, or security settings. Try using a different payment method or contact your bank for assistance.
Is my payment information secure?
Yes, all payments are processed through encrypted and secure platforms. We do not store your payment details.
Can I use a discount code or gift card?
Yes, you can enter your discount code or gift card during checkout. If you experience any issues, feel free to reach out.
Can I place an order without creating an account?
Yes, you can check out as a guest. However, creating an account allows for faster checkout and access to your order history.
Shipping
Do you offer free shipping?
Yes, we always offer free shipping – no minimum order value required.
Which countries do you ship to?
We currently ship to the United Kingdom. We’re working on expanding to more countries soon – stay tuned!
How long does shipping take?
UK: 4 to 9 business days, (free shipping).
Which courier do you use?
We use reliable courier services such as DHL and FedEx for our deliveries.
Can I change my delivery address after placing an order?
If your order hasn’t been shipped yet, we may be able to update the address. Contact us as soon as possible.
When will my order be shipped?
Orders are typically processed within one or two business days. You’ll receive an email once your package is on its way.
Can I track my order?
Yes! Once your order is shipped, you will receive a tracking number via email so you can follow your package.
What should I do if my order hasn’t arrived?
If your order is delayed or hasn’t arrived within the estimated time, please contact our support team at info@bellelavie.uk and we’ll be happy to assist you.
Returns & Exchanges
What is your return policy?
We offer a 30-day return policy. If you're not satisfied with your purchase, you can return it within30 days of receiving your order.
How do I start a return?
Simply contact our customer service with your order number and the item(s) you’d like to return. We’ll guide you through the steps.
Can I exchange an item for a different size or color?
Yes, exchanges are possible if the item is in stock. Contact us to check availability and arrange the exchange.
Do I have to pay for return shipping?
Return shipping costs are not covered by us unless the item was faulty or incorrect.
How long does it take to process a return?
Once we receive your return, it usually takes 10 business days to process your refund or exchange.
What if I received a damaged or incorrect item?
Please contact us immediately with photos. We’ll make sure to resolve it quickly.
How will I receive my refund?
Refunds are issued to the original payment method used at checkout.
Can I return worn or washed items?
No, returns are only accepted if the items are unworn, unwashed, and in original condition with tags attached.
What if my return is outside the 30-day window?
Returns requested after 30 days are not accepted, but feel free to contact us – we’ll do our best to help.
Do I need the original packaging to return my item?
We recommend returning items in their original packaging, but it’s not mandatory as long as the product is protected during shipping.
Warranty & Product Issues
Do you offer a warranty on your products?
We stand behind the quality of our products. If you experience a defect due to manufacturing or materials within a reasonable timeframe, please contact us and we’ll make it right.
What is considered a product defect?
A defect includes issues like faulty stitching, damaged fabric upon arrival, or broken zippers/buttons that occur under normal use.
How do I report a defective item?
Email our customer service with your order number, a description of the issue, and clear photos of the defect. We’ll respond as soon as possible.
What happens if my product is defective?
Depending on the issue, we’ll either offer a replacement, a repair option, or a refund.
Do you repair items?
We do not currently offer in-house repairs, but we’re happy to recommend solutions or offer partial compensation in certain cases.
My item was damaged during delivery – what should I do?
Contact us immediately with photos of the damage and packaging. We’ll work with you to resolve the issue quickly.
Are signs of wear and tear covered?
General wear and tear from regular use is not considered a defect and is not covered under warranty.
Product & Stock
How do I know which size to order?
Each product page includes a detailed size guide. If you’re unsure, feel free to contact us for personal sizing advice.
Are your products true to size?
Yes, most of our items are true to size. We also include fit notes on each product page to help you choose the right size.
Where are your products made?
We work with carefully selected partners to ensure high-quality craftsmanship and responsible production. More details can be found on each product page.
Will an item be restocked if it’s sold out?
Some items are restocked depending on demand. You can sign up for restock notifications on the product page if available.
Are your fabrics sustainable?
Yes – we prioritise high-quality, responsible materials and continue to expand our use of sustainable fabrics.
Can I get more information about a specific product?
Of course. Contact our customer care team and we’ll be happy to answer any product-related questions.
How should I care for my item?
You’ll find specific care instructions on the label and product page. In general: wash inside out at 30°C, do not tumble dry, and dry flat in the shade.
Can I request a custom order?
Unfortunately, we do not offer custom orders at this time.
Account & Customer Support
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders, save preferences, and shop faster next time.
I have a question about my order – how do I contact support?
You can reach us via email or through our contact form. We’re available Monday to Friday, 09:00AM – 17:00PM.
Is my personal information safe?
Yes. We use secure systems to protect your data and never share your information without your consent.
Can I speak to someone directly?
Currently, we handle all customer service digitally to ensure quick and clear communication.
How quickly will I receive a response?
We aim to respond to all inquiries within one business day.