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Frequently Asked Questions

We want to make ordering from Bella Mama as easy and convenient as possible, so we have put together some FAQs and important information which we hope will help!

For any queries on sizing or with regards to items on Bella Mama, please email us info@bellamama.co.uk and we will happily advise and answer any questions. We would be happy to offer any assistance you need regarding placing an order, the status of your order, or any concerns or questions you may have.

Please don't hesitate to contact us if you have any questions regarding any of the items on the website. We are here to assist you and make your online shopping experience more enjoyable.

We work in small quantities to keep the website fresh and up to date. For any items that are sold out but you would like to order, please email and we can try to fulfil your request.

Purchasing and Payment Options

Q: What forms of payment do you accept?

A: We accept all major credit cards and switch / maestro through our online payment system. We do not accept payment by cheque.

Delivery 

Q: What are your delivery charges and how long will it take to receive my order?

A: We always aim to send your order upon receipt, subject to stock availability. To guarantee delivery, we must have proper and complete addresses and make one delivery charge per delivery address. Whilst we endeavour to deliver your goods as quickly as possible, we cannot be held responsible for delays in delivery which are outside of our control.

We offer several delivery options:

  • Premium - £3.50 per delivery address. Parcels are sent out by Royal Mail 1st class signed for post. 1-3 working days for delivery. This service requires signature on delivery.
  • Standard - £2.80 per delivery address. Parcels are sent out by Royal Mail 2nd class post. 3-5 working days for delivery.
  • Next Day - £9.95 per delivery address. Monday to Friday only. This guarantees delivery of your order by 5.00pm the following working day provided your order is received by us before 12 noon.
  • Standard Airmail EU Delivery* - £5.00 per order and is sent by standard Airmail.
  • EU Airsure/International Signed For Delivery** - £15.95
  • US/Canada Standard International Delivery - £15.00*
  • Worldwide International Signed For Delivery - is priced at £25.00 per order and is sent by standard Airmail

* This is a non-trackable service, and we are unable to track the parcel once it has been despatched. 20 working days are required for delivery to take place before Royal Mail will classify the parcel as undelivered and a claim for loss can be placed.
** This is a tracked service. The tracking number can be used to trace the parcel with your local postal service.

Parcels are sent by Standard Airmail, Airsure, International Signed For depending on the delivery option selected. Approximate delivery times are Eire/Western Europe 5 working days, International 7-12 working days. Airsure service aims to deliver items within 2-4 days within Europe, 4-6 days Rest of the World. In some instances, parcels can be delayed slightly when passing through local customs within the delivery country, your local postal service should be able to advise on delivery times and assist with tracking your delivery.

If you would like further information about shipping and delivery times before you order, please contact kirsten@bellamama.co.uk If your order has been despatched but hasn't arrived within the expected time period, please contact our customer services team kirsten@bellamama.co.uk or call on 0208 133 4776.
 

Wrapping

Q. How will my parcel be wrapped?

A: We want your shopping experience at Bella Mama to feel like a treat to yourself. Your items will be wrapped in tissue paper or ribbon. Your items will then be placed in a mailing bag or box for delivery to you.

For personal messages/notes to be added to your gift, please specify this when purchasing and we can arrange for you.

If you would like to add a message to your gift, please let us know at checkout and we will add a handwritten gift tag to your gift.

Our Wrapping policy

We aim to minimise our environmental impact as far as possible. We recycle as much as we possibly can in the Bella Mama office. The paperwork you receive with your order is printed on recycled paper. Our mailing bags are biodegradeable and our boxes and tissue paper can be recycled. The ribbons used in our gift-wrapping can be re-used.

The tissue paper we use is made from between 20% and 80% recycled paper. Over the years the Paper Company who produces the tissue have invested around $6,000,000 in water treatment facilities in order to ensure that the water leaving the factory is as clean as when it was extracted. It’s good to know that the quality choice is also the environmentally friendly choice!We are working with our suppliers to reduce the use of polythene bags which the clothing is supplied in, and are investigating more environmentally friendly alternatives.

We are working to produce and stock more clothing made from organic cotton, bamboo and other environmentally friendly fabrics.

Stock Availability

Q. How do I tell if my product is in stock?

A: Items on the website will have their stock availability listed. They will either be "In stock" or "Out of Stock". "In stock" means items are available for immediate despatch. "Out of stock" means we have no stock on hand, but may still be able to order more of this item. Occasionally we will have items which can be Pre-Ordered before they are delivered to us. When Pre-Ordering the item will show as In stock, but will be tagged as a PRE-ORDER. The item will be despatched to you as soon as it arrives in our warehouse. Please contact us if you would like to order this product. If an item is not able to be ordered from the supplier, it will be listed as "SOLD OUT". This unfortunately means we are unable to order any more stock.

Some of the products we sell at Bella Mama are handmade or custom made overseas. We aim to hold as many items as possible in stock, but in periods of high demand some items may be subject to a short delay in shipping. We will notify you of the estimated waiting period. We think you will agree that it’s worth the wait to get a truly distinctive product or the perfect gift! Full stock availability will be clearly identified within each product description on the website.

Availability

Q: I saw something I liked on your website a few weeks ago, but now it's no longer available. Can I still order this item?

A: It depends!

Please contact us and we will let you know if we are able to reorder an item. We also offer a “Product back in stock” notification email. If there’s a product which you would like which is currently out of stock, by entering your email address we will let you know when the product is back in stock.

We prefer to work in small quantities to keep the website fresh and up to date. Many of the items we sell are also limited edition, or are handmade overseas and consequently once they are gone, we are unable to restock. To avoid disappointment, if you see something you like, order it, as many items sell out very quickly!

Preorder

Q: How do I preorder a product?

A: Some of our products are listed as "Pre-order" this simply means that we are awaiting delivery of the stock. An anticipated "In Stock" date will be given on the website. If you would like to pre-order the item, please add to your basket and continue through the checkout. The pre-ordered item will be sent to you as soon as it is available. Bella Mama will notify you of the anticipated wait time for delivery.

Returns

Q What is your return policy?

A: We want you to be 100% thrilled with your purchases from Bella Mama. If you are not totally happy with your items, you can return them to us within 14 days (21 for outside of the UK) of the date you received them. We will be happy to make an exchange or refund - provided the items are returned in their original condition, unworn and unwashed, with all tags attached and still with their original packaging. Please ensure that when you try on your items you are not wearing make-up, heavy perfume or deodorants. We regret that we will be unable to refund any items which are not returned to us in their original condition. We will credit your original method of payment, excluding delivery (unless goods are faulty or not as ordered).

Returns Procedure

Q: What is your returns procedure?

A: Our returns procedure is fuss-free.

  • Fill out the returns/exchange form that was sent out with your order. Give the reason for the return, clearly mark whether you would like a refund or exchange, and reconfirm the delivery address for exchange items.
  • Place the returns form with your item/s and wrap them securely to avoid damage in transit and attach your pre-paid returns address label to the parcel.
  • Take your parcel to a Post Office and ensure that you receive a proof of posting form as liability cannot be accepted for any lost or damaged items.
  • When sending from outside the UK, we strongly recommend that you use registered post because liability cannot be accepted for any lost or damaged items. Please note that you will need to pay the cost of returning goods to us from Republic of Ireland or Internationally.
  • Any exchanges will be sent out at no further cost

New forms can be downloaded here:

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Reviewed and approved by the Good Shop Guide
 
Reviewed and approved by the Good Shop Guide
 
Reviewed and approved by the Good Shop Guide
             
Reviewed and approved by the Good Shop Guide
 
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