Refund policy
RETURNS - We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at bsorella@yahoo.com. If your return is accepted, we’ll send you our return address as well as instructions on how and where to send your package. We do not cover the cost of postage for ANY returns: Items sent back to us without first requesting a return will not be accepted. Please include a note inside your package with your order name & number. We sadly cannot track down your parcel if no note is enclosed and it will popped to one side. Please also state whether your looking to return for a refund or an exchange and include as much detail as possible. Under no circumstances are refunds processed until the item has been returned back to us. This applies to damaged items too.
It takes upto 7 working days (from when marked delivered from our address.) for refunds to be inspected and either accepted or declined depending if they follow the criteria. Please note: some payment methods may take upto 10 days for payments to be processed. Clothes Tags must remain intact, We will not be able to refund any items where there is evidence that these instructions have not been followed.
It is the buyers responsibility to pay for the return postage unless the goods are faulty or otherwise covered under the distant seller regulations. Please note you are required to return unwanted orders via post. Bella Sorella Babywear will not accept carriage due or payment on delivery and will not pay return charges – these are at your own cost and it is your responsibility to ensure a tracked and recorded service is used. We are unable to refund any lost, missing, or damaged parcels.
You can always contact us for any return question at bsorella@yahoo.com.
COLLECTIONS -
If you place an order for collection, we have no time limit on when you can collect these. But, we do have a 30 day return policy for these. This would start from the date of purchase. Unfortunately, we cannot hold items for months on end and for customers to ask for refunds as we order styles per season.
Preorder items
Sadly, under no circumstances can preorder items be swapped or refunded. These are ordered in especially for you. We do apologise greatly.
*SHOES, SOCKS & TIGHTS ARE NON REFUNDABLE.*
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned. No clothing or accessories will be returned if the label is not intact and on the item. This is due to hygiene reasons. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. It can take upto 10 days for refunds to be processed and upto 14 days if paid via PayPal.
Lost items in delivery - Unfortunately due to being a very small business we will only be able to refund you on the items that have lost and not be able to credit the postage fee. We do apologise for any inconvenience.