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:
- UK Standard Delivery is FREE
- UK Courier Delivery is priced at £5.95 per order
- Eire/Europe Delivery is sent by Airmail and is priced at £4.95 per order
- Worldwide Delivery is priced at £10.00 per order.
UK standard delivery parcels are sent out via Royal Mail recorded delivery. You will have a tracking number for your parcel which will allow you to track its delivery. Please note that this service requires signature upon delivery. Royal Mail aim to deliver their first class post by the next working day.
Our UK courier service is guaranteed next day delivery to England, Wales and Scotland, excluding the following postcodes – HS1-9, IV3-11, 14-28, 40-49, 51-56, KA27-28, KW1-17, PA28-50, 60-78, 80-88, PH30-44, 49, 50, ZE 1-3. Service is available to all postcodes in the Channel Islands, Isles of Scilly and Isle of Wight. Orders must be received before 12.00 to ensure next day delivery. All orders received after this cut-off time will go out the next working day.
Courier (next day delivery) orders to the Highlands, Scottish Isles, Isle of Man and Northern Ireland will be sent out via Royal Mail Special Delivery.
Eire/European delivery. Parcels are sent by airmail/airsure, International Signed For or Courier. These deliver options aim to deliver within 5 working days.
If you would like further information about shipping and delivery times before you order, please contact sales@bellamama.co.uk
Wrapping
Q. How will my parcel be wrapped?
A: We want your shopping experience at Bella Mama to feel like a treat to yourself. All items will be gift wrapped in tissue paper and the signature Bella Mama stickers. 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 require Gift Wrapping, this can be purchased at checkout for £2.50. Your gift will be wrapped in tissue paper, then placed in a white box. This box will then be giftwrapped in silver paper, tied with gorgeous ribbon and sent out (protected by bubble wrap) to you in a mailing bag.
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", "Out of Stock" or "Pre-order". "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. 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 perfect condition, unworn and unwashed, with all tags attached and still in 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 perfect re-saleable 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 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:
 |
 |
 |
 |
