✺ WHEN WILL MY ORDER SHIP? ✺
Orders placed after 4pm EST will be processed the next business day. Our business hours are Monday-Friday, 9am – 5pm EST. Orders placed after 2pm EST on a Friday or a holiday will be processed on the next business day as well.
We do our best to fulfill our orders in a timely manner, but please allow up to 5 business days to process and ship your order. If your order contains a “Made to Order” item, this will add an additional 7 to 10 business days to process your order.
Arrival times depend on the shipping method you choose. If you need your jewelry by a specific date, please select the expedited shipping option at checkout.
Please note for international orders, standard shipping can take two to three weeks. Express International shipping can take four to seven business days, depending on location.
✺ Sizes ✺
All sizes are in inches. When ordering a custom bracelet or ordering directly from the online store, please note that all sizes stated are inches. Please ensure that when you order a ring, it’s your size as rings can not be resized.
*All bracelet cuffs are recommended that you buy the correct size, or 1.5 size within your size range, smaller or larger*
✺ Wire ✺
Unless specifically noted on the item, all wire used to created each piece is non-tarnishing.
✺ Crystals ✺
All of our crystals are either AAA, AA or A graded. What does that mean? Crystals are graded by their quality. The lowest quality is usually D grade. C grade is better than D, B grade better than C and A grade is better than B. The biggest influence on quality is clarity. Generally, the clearer the stone, the higher the quality. Now, not all crystals are clear or see-through and for those that are opaque than the allocated grading is higher the “nicer” the stone looks. So a AA Grade means that crystal exhibits excellent quality or displays all of the expected characteristics of that stone.
✺ CUSTOM ORDERS ✺
Custom orders can take 4 to 5 weeks to complete and does not include weekends and holidays but may be completed prior to that time. If your order includes a crystal that is not normally stocked, it will add time to the completion rate and may add an additional week or two. We do require either a 50% non-refundable deposit or payment in full. Once payment has been received via invoice, you will be provided with an estimated completion date when payment has been received. All sales are final.
✺ INTERNATIONAL
SHIPPING ✺
HOW MUCH ARE CUSTOMS AND DUTIES?
For all international orders, please note that the consumer is responsible for any tax and duty fees on orders required to go through customs. We aim to make our products available globally, but unfortunately there are some countries that we are prohibited by law to ship to.
Import duties & taxes are not included in the item price or shipping.
If you refuse a shipment from Bellanae.co, you are responsible for the original shipping charges as well as the import fees that may be incurred upon delivery back to us. These charges are not refunded to you.
All prices are listed in US Dollars, and charged to your credit card in US Dollars. The bank that has issued your credit card determines the exact exchange rate that you will be charged.
✺ MY PACKAGE IS LOST..WHAT NOW? ✺
When checking out, make sure you are providing a safe & secure shipping address & confirm the address you entered is correct, as Bellanae Co is not responsible for lost or stolen packages.
* Wrong address disclaimer: It is the responsibility of the customer to provide a correct shipping address. Bellanae Co ships your package according to the address that is provided at checkout. If the package is shipped to an incorrect or undeliverable address based on the address provided by the customer at checkout, it is the customers responsibility to pay for shipping once it’s returned to Bellanae Co to be shipped back out.
We are not responsible if your package is lost in transit or if your package is shipped back to us due to an incorrect or undeliverable address. If the address provided to Bellanae Co is incorrect, we cannot ship a new package until the original package has received. In order to ship your package out to the correct address, an invoice will sent for the additional shipping charge. Once payment is received, your order will ship.
If your shipping address is incorrect please email us at info@bellanae.co as soon as possible so we can update the address before your package ships out. We will do our very best to make the change, however we cannot guarantee that we will be able to do so.*
✺ DAMAGES ✺
I RECEIVED MY ITEM BUT I THINK IT MIGHT BE DAMAGED?
Bellanae Co strives for top customer service. If you would like to issue a claim for a defect, please email us at info@bellane.co within 24 hours of receiving your order. Submit your name, order number, the item name, a description of your damage and a picture. This information must be submitted via email only! Your repair will be authorized within 48 business hours. Our hours are Monday - Thursday 9am - 5pm EST, Fridays 9am - 4pm EST. If any of the required information is not provided, this will delay the process.
Bellanae Co is not responsible for items damaged or lost in transit. Please include a note with your name and order number with the package when shipped back to us. We do not refund shipping charges on return items.
✺ REPAIRS ✺
We will repair, free of charge, any pendant, necklace or bracelet and some hoop earrings* that has been damaged within 30 days of purchase due to defect. If the damage is due to customer negligence, the customer will be asked to cover the costs of repair, which is time and materials in addition to shipping charges.
Resizing of rings is not considered a repair but rings can not be re-sized.
After 30 days, all repairs will be $45. This includes labor & materials and additional shipping charges apply will apply.
To start the repair process, please email us at info@bellanae.co. Your email must include the following information in order to process your request: your first and last name, order number, item name, a description of the repair and picture of the item. For insurance purposes, do NOT send pictures, videos, or requests for repairs to us via social media as your request will not be processed.
Please allow 72 hours once we've received your email with your order number and note and picture of the item to provide you with a return authorization. The RTA is valid for 12 days from when received. Please ensure that you ship your item back within that time frame. For insurance purposes, we do require proof of return of the package via photo of receipt or emailed directly to info@bellanae.co.
✺ TERMS & CONDITIONS ✺
RETURNS/EXCHANGES/REFUNDS
All sales are final. We unfortunately do not accept returns as all of our jewelry, especially custom orders as they are made to order. Custom pieces/personalized pieces cannot be returned unless the item is damaged or we made a mistake. It is the customers responsibly to ensure that they order the correct size ring as rings can not be re-sized.
Refunds will only be issued if the incorrect item was received. In order to receive a refund, you must contact us at info@bellanae.co within 5 business days of receipt of the incorrect item. You will receive a RAL (Return Authorization Label) via email & return the item in the same packaging as you received it. Once we receive automated confirmation from the carrier that they are in possession of the package, a refund will be initiated. Refunds can take 5 to 7 business days depending on your financial institution.
Cancelled Orders
We reserve the right to cancel any order at anytime or any reason.
PRIVACY
Bellanae Co understands that your privacy is important and ensures that information provided by you and the customer is collected and held in accordance with relevant United States Law.
Any information we collect is used to assist in providing you with relevant consumer information, notifying you of products, events and offerings that may be of interest to you as a valued Bellanae Co customer. We do not disclose information that we hold to unrelated companies outside our corporate group for marketing purposes.
SALES TAX
As you proceed through checkout and confirm your shipping details, any applicable taxes will be calculated on the total merchandise value. The tax amount will be shown on the review page before you submit your order as well as on the summary page that you see once the order is complete.
PAYMENTS
All prices are in US dollars (USD).
The following forms of payment are accepted: Visa, MasterCard, American Express, Apple Pay, PayPal.
Please note that Bellanae Co does not have access to any credit card information. If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.