FAQ

Notice: Due to COVID-19, orders are being processed within 10 business days. We are working hard to make sure all orders are processed, dispatched and delivered in a very safe and timely manner.  Thank you for your patience, and we can't wait to see y'all in the streets again!

 

 

GENERAL PRODUCT INFO

SIZING

Each product has general sizing information in the description.  If you are between sizes or need assistance selecting the proper size, please contact us at customerservice@bella-dona.com for further assistance.

 

WHAT MATERIALS DO WE USE FOR OUR JEWELRY?

Our gold jewelry is 14k GOLD PLATED zinc alloy or gold plated stainless steel, unless stated otherwise in item description.

 

ORDERS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all of the following forms of payment:

Amex

Apple Pay

Discover

Google Pay

JCB

Mastercard

PayPal

Shopify Pay

Venmo

Visa

 

WHAT SHIPPING SERVICE IS USED?

We use USPS to ship all of our orders.

 

CAN I PLACE AN ORDER FROM OUTSIDE OF THE UNITED STATES?

Yes. We ship to all countries via USPS First Class International mail.

 

CAN I SHIP TO A DIFFERENT ADDRESS THAN MY BILLING ADDRESS?

Yes, Bella Doña will ship to an address besides the cardholder’s authorized billing address to accommodate gifting and safer delivery options for our customers.

 

WHEN SHOULD I EXPECT MY ORDER TO ARRIVE?

Due to the impacts of COVID-19 on our business, orders are now being processed within 10 business days. We are working hard to make sure all orders are processed, dispatched and delivered in a very safe and timely manner.  You will receive a shipping notification with your tracking information once your order is ready to ship.

 

CAN I EXPEDITE MY SHIPMENT?

If you are in urgent need of items, please email customerservice@bella-dona.com with a summary of the items you would like to purchase, shipping address and timeframe, PRIOR to making any purchase. We will contact you within the next business day to let you know if we can accommodate your request and the associated expedited shipping costs you will incur.

 

CAN I UPDATE OR CANCEL MY ORDER AFTER I PLACED IT?

Unfortunately, once the order is placed you cannot cancel it. Our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. However, you can contact customerservice@bella-dona.com if you need to update it or once you receive your order for returns if you received the wrong product, or if it was defective. Please review our return policy here.

 

I RECEIVED MY TRACKING NUMBER, HOWEVER, I DON'T SEE ANY ACTIVITY WHEN I TRACK MY PACKAGE.

Our automated fulfillment process generates the tracking number ahead of time.  Due to COVID-19, orders are being processed within 10 business days. We are working hard to make sure all orders are processed, dispatched and delivered in a very safe and timely manner.  Please allow sufficient time for the order to be shipped and for the tracking information to be updated.

 

WHAT IF I DIDN'T RECEIVE MY TRACKING NUMBER?

Please check to make sure that the tracking notification did not go in your email spam folder first. If you are unable to find it, please contact customerservice@bella-dona.com with your first and last name, order number and the date you placed the order, and a customer service rep will reach out to you.

 

WHAT DO I DO IF MY TRACKING STATES "DELIVERED", HOWEVER, I DIDN'T RECEIVE MY ORDER?

Please email us at customerservice@bella-dona.com. Include your full name, order number and your tracking number. We will look into the matter and provide you with our findings within 3-5 business days.Bella Doña is NOT responsible for any lost or stolen packages, once they have been handed over to the post office. Package insurance is available upon request (please email us with your order number after purchase for quotes). We do recommend you contact your local post office to report the issue if you are to incur this situation.

 

HOW MUCH DOES SHIPPING COST?

Once you process your order, shipping costs will be calculated based on the weight of your purchase and your zip code.

 

WHAT IF I RECEIVED DAMAGED PRODUCT?

We do our best to package items safely and securely to avoid damage, however, please email our customer service department at customerservice@bella-dona.com if you received damaged merchandise. Include your full name, order number, tracking information, list the damaged product(s), and attach a picture of the damaged product(s) to the email.

 

WHAT DO I DO IF MY ORDER IS MISSING?

Unfortunately, once your order has left our warehouse, we are not responsible for lost or stolen packages. We recommend you contact your local post office to file a claim for your missing package.

 

DISCOUNTS

WHY IS MY DISCOUNT CODE NOT WORKING?

We can only honor one automatic discount or discount code per order.  If you are receiving an automatic discount (i.e. Free Gift, or percentage discount promotion), you will not be able to use a code in addition to that offer.  Coupons, discounts, and codes are not stackable and are valid only when making a purchase.

Certain exclusions also apply. We reserve the right to exclude discount codes from being applied to sale items or special offers including but not limited to: Sale Collection, Limited Edition items and Mystery Boxes.

 

RETURNS

WHAT'S YOUR RETURN POLICY?

All sales are final.  We will, however, honor size exchanges and returns on items sent to you in error.  No refunds are accepted.

Size exchanges will be accepted 7 days from when the product was received, please send customer service an email with your request.  When returning merchandise for exchange, we recommend using a trackable service such USPS flat-rate shipping. Customer service will process approved returns and send replacement item(s), minus any shipping charges.

If your item(s) were sent in error, or if you mistakenly received damaged merchandise, please email customer service.  Merchandise sent in error, must be returned to us within 7 days of receipt.  We will send you instructions, a return label, and upon review, ship out the correct item(s) to you.

We will not accept or process returns on items sent in error or size exchanges on items that have been damaged, worn or washed. 

For any additional customer services inquiries regarding returns or exchanges please email our Customer Service team at customerservice@bella-dona.com

 

MY QUESTION IS NOT LISTED HERE

Please email customerservice@bella-dona.com with your question. If applicable, please include your order number. Please allow up to 2 business days for a response. 

For all other inquiries, please contact us at info@bella-dona.com