Refund policy
Last updated: 26 September 2026
This policy applies to Bella Rose London orders delivered to the United Kingdom and the United States. We sell women's clothing and shoes. The policy applies to full-price and sale items. It does not limit your rights under applicable consumer law.
| Policy detail | Terms |
|---|---|
| Standard return window | 30 days from delivery |
| Eligible products | Clothing and shoes, including sale items |
| Standard return condition | New, unworn and in resalable condition; trying items on to check fit is permitted |
| Return method | By post, after requesting return instructions |
| Standard return postage | Paid by the customer |
| Faulty, damaged or incorrect items | We cover reasonable return postage where a return is required |
| Restocking fee | None |
| Refund method | Original payment method |
| Standard refund processing | Within 7 business days after the return is received, inspected and approved, subject to any shorter legal deadline |
| Exchanges | Available within 30 days of delivery, subject to stock |
Step by step
How to Request a Return
- 1Email info@bellaroselondon.com within 30 days of delivery. Include your order number and the items you wish to return or exchange.
- 2We normally respond within 1 to 2 business days with the correct return address and instructions for your order.
- 3Send the items securely by post. We recommend a tracked service and ask that you keep proof of posting.
- 4Once we receive and inspect the return, we will email you about your refund or exchange.
If you tell us within the return window that you wish to return an item, please send it promptly after receiving the instructions. We will not shorten any statutory return period that applies to you.
Condition
Condition of Standard Returns
Our voluntary 30-day policy accepts clothing and shoes that are new, unworn and in resalable condition. You may try on clothing and shoes to check their fit, including trying shoes on indoors on a clean surface. Please return all components and accessories supplied with the item and original tags where supplied. Avoid wearing items out, washing or altering them, or returning them with avoidable stains, marks, odours or damage.
We may decline an item under our voluntary 30-day policy if it is outside the return window or does not meet these conditions. If there is a problem with the returned item's condition, we will contact you. These conditions do not remove legal rights relating to faulty, incorrectly supplied or non-conforming items. For UK statutory cancellations, different rules apply as described below: you may inspect and try on goods as you would in a shop, and any permitted deduction for diminished value follows UK law.
Money back
Refunds and Postage
For a standard voluntary return, we refund the price paid for the returned item to the original payment method within 7 business days after receipt, inspection and approval. Payment providers may take additional time to display the credit. We generally do not refund the original delivery charge for a voluntary return of a correctly supplied item, except where law requires otherwise.
If an item is faulty, damaged or incorrect, contact us and we will arrange the appropriate remedy and cover reasonable return postage if we ask you to send it back. Where a UK customer exercises a statutory cancellation right, we refund the legally required standard outbound delivery cost and observe the statutory refund deadline. We do not charge a restocking fee.
Different size
Exchanges
You may request a different size or another available item within 30 days of delivery by emailing info@bellaroselondon.com. Exchanges depend on stock and the standard return conditions above. For an ordinary exchange, you pay postage to return the original item; Bella Rose London pays standard delivery for the replacement. If the requested item is unavailable, we can offer another available item or refund the original payment method. Faulty or incorrect goods are handled under your applicable rights, without charging you for a remedy required by law.
Problems
Faulty, Damaged or Incorrect Items
Please contact info@bellaroselondon.com as soon as reasonably possible if you receive a faulty, damaged or incorrect item. Include your order number, a description and photographs where helpful. We may request further details or arrange a return inspection. Depending on the facts and applicable law, the remedy may be a repair, replacement or refund. Contacting us promptly helps us investigate but does not shorten your statutory rights. Ordinary wear, accidental damage or an unsuitable size alone does not necessarily make an item faulty; the size exchange and standard return options above remain available.
United Kingdom
UK Right to Cancel an Online Order
UK customers ordinarily have a legal right to cancel an eligible online order within 14 days after delivery, without giving a reason. Tell us by email at info@bellaroselondon.com or send us a clear cancellation statement within that period. You then have a further 14 days to send the items back. You may use the optional cancellation form below, but it is not required.
You may examine and try on an item as you would in a shop. If you handle it beyond what is necessary to establish its nature, characteristics and function, UK law may permit a deduction for resulting diminished value. We refund the price and any standard outbound delivery charge you paid; additional charges for a premium delivery method are not refundable beyond the cost of standard delivery. We may wait until we receive the goods back or evidence that you sent them back before issuing the refund. The refund will be made within the timeframe required by UK law, generally no later than 14 days after receiving the goods back or proof of sending them back, whichever is earlier.
For a change-of-mind cancellation you pay the direct return postage. Contact us for return instructions before sending the item. Any legal exceptions to the right to cancel apply only where the conditions for that exception are met and disclosed to you. Your rights for faulty or misdescribed goods under the Consumer Rights Act 2015 remain unaffected.
Optional UK Cancellation Form
To: Bella Rose London, info@bellaroselondon.com
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Date:
You may email these details or send any other clear statement of cancellation. A signature is needed only if you send a paper form.
United States
US Orders
The 30-day return and exchange terms above are our voluntary terms for US customers. Applicable federal and state consumer protection rights remain in force. If we cannot dispatch within the timeframe we promised, we will contact you about the delay and offer the cancellation or refund required by applicable law.
Before dispatch
Cancelling or Changing an Order
If you wish to cancel an order or correct the delivery address before dispatch, contact info@bellaroselondon.com immediately. We will try to make the change, but cannot guarantee it once processing or dispatch has begun. If an order has already been dispatched, the return terms above apply after delivery. This does not restrict the UK statutory cancellation right. See our Cancellation Policy.
Delivery issues
Missing Deliveries
If your order has not arrived or tracking shows delivery but you cannot find the parcel, contact us at info@bellaroselondon.com. We will investigate with the delivery provider. If the parcel is confirmed lost in transit, we will provide an appropriate replacement or refund. Applicable rights for non-delivery remain in force.
Who we are
Contact
Bella Rose London
Operated by Captivo Commerce LLC
30 N Gould St, STE R
Sheridan, WY 82801
United States
Email: info@bellaroselondon.com
Phone: +44 7520 652705
Customer service hours: Monday to Friday, 9:00 AM to 6:00 PM ET (2:00 PM to 11:00 PM UK time)
Please request return instructions before posting an item. The business address above is not necessarily the return address.