Christmas - extended returns period
We understand that our valued customers want longer to return unsuitable Christmas gifts. Therefore, on orders placed between 1st November and 31st December, our Christmas Returns Policy applies. Our Christmas Returns Policy follows the same criteria as our standard returns policy (items must be returned in pristine condition and be unworn and unwashed), with the exception that items purchased between 1st November and 31st December can be returned up until 31st January in the following year.
Exchanges
Some orders may be part-shipped, meaning you will receive more than one delivery for your order, as advised at checkout. Before you begin the returns process to send items back to us, please ensure you have received all the items on your order, as we can only accept a return once per order number. Please include all of your delivery notes and items for the same order ID, along with the reason(s) for your return in your parcel.
If you wish to exchange an item on your order, you can call our Customer Service team, or write your request on the returns form that is enclosed in your parcel. Items can only be exchanged once per order, after which they must be refunded.
Returns for UK website customers are tracked and free (UK website customers only). Please ensure that you use the pre-paid label that is enclosed in your parcel.
If you are not happy with your purchase for any reason, please return the order in the original packaging with labels intact within 28 days for a refund. Refunds will be made using the same method of payment that you paid for your goods with. Unwanted goods must be returned in a re-saleable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure that you are not wearing any make up, fragrance, or deodorant that may leave a scent or mark. Belle Lingerie reserves the right to refuse a refund if goods are not returned in a saleable condition or are damaged in any way. This does not affect your statutory rights.
It is important that you note that we must receive your item back in its original, perfect condition within 28 days (returns from outside the UK may be returned within 38 days).
We are happy to accept returns on the sale items we offer under the same terms and conditions as above.
Our returns address is as follows:
Returns Department
Belle Retail Group
Unit 5, Scandinavia Court,
Chain Bar Road
Cleckheaton
BD19 3QW
Right to Cancel
You can cancel an order up to and including the 14th day after the delivery. You will need to contact us and let us know that you wish to cancel your order. You can contact us via email, telephone and online support to do this. Please send back the items no later than 14 days after telling us you wish to cancel. Please take care of the items and make sure that the item is returned in brand new perfect labelled condition. If you return all the items in an order, we’ll refund the cost of the returned items plus the delivery charge paid, if paid.
Returning Faulty Goods
Manufacturers advise that all bras should be replaced every six months, meaning if your item becomes faulty within this time frame then it may be eligible for a refund, subject to the manufacturer deeming your item(s) to be faulty. Should you wish to return a faulty item to us, we require a note establishing the fault with the garment and notice beforehand to our customer services team. This notice can be provided by email to [email protected], quoting your Belle Lingerie website order number in the email subject line.
Firstly, your faulty item will be thoroughly inspected by the Returns Department at Belle Lingerie, before being sent to the manufacturer for further testing. If the item is deemed faulty by the manufacturer, then Belle Lingerie will be able to offer you a refund or a replacement item.
If the manufacturer does not deem the item to be faulty manufacturing, and it is apparent that the item has been misused (i.e. – washed in a machine, not according to the label guidance), then we are unable to offer an exchange or a refund. In this case, our customer services team will contact you to establish if you would like us to send the item back to you, or dispose of the item on your behalf.
We politely remind all of our customers that bras and delicate items must be hand-washed with an appropriate detergent unless otherwise specified by the garment label. Some garment labels may state that it is appropriate to wash the item on a gentle wash cycle in a washing machine, inside a net garment bag. Any item that is not washed in accordance with these guidelines will be rejected as a return.
Whilst Belle Lingerie will endeavour to achieve a satisfactory outcome for its customers in the case of a faulty garment return, the manufacturer reserves the right to reject any item that is returned to them on the premise that it is faulty, as they see fit.
CUSTOMERS OUTSIDE THE EU - If you are sending an order back from outside the EU please can you ensure that you state the parcel is a RETURN and write the following CPC code on both your customs returns form & on the outside of the parcel. CPC code: 6123FO