This page sets out how returns and refunds work at Belle Moment, including who pays return postage and how long a refund takes. It applies to every order placed on belle-moment.com.
Return window
You may return an unworn piece within 30 days of delivery for a full refund. The piece must come back in its original box with any tags still attached and the polishing cloth included.
How to start a return
- Write to [email protected] with your order number.
- We reply within one business day with a return authorisation.
- Send the parcel back with tracking, to the return address below.
Return address
Write to [email protected] and we will send the return address with your return authorisation.
Please do not send a parcel without a return authorisation. An unauthorised parcel cannot be matched to an order, and we cannot refund what we cannot identify.
Who pays return shipping
Return postage is the buyer’s cost, and the original shipping charge is not refunded. Where a piece arrived damaged, faulty or incorrect, we cover return postage and refund the original shipping charge as well.
Refund timing
Refunds are issued to the original payment method within five business days of the parcel reaching us. Banks and card issuers often take a further three to five business days to show the credit. We email you when the refund is issued, so you are not left guessing.
What cannot be returned
Pierced earrings cannot be returned once the sealed hygiene pouch is opened, and custom-sized pieces cannot be returned at all. Both limits are stated on the product page before you buy.
Exchanges
We do not run a separate exchange process — return the piece for a refund and place a new order. That way you are not waiting on two shipments at once.
Faulty or damaged pieces
If a piece arrives damaged, or develops a manufacturing fault, the one-year warranty applies rather than the return window, and repairs or replacements are at our cost including shipping both ways. See Warranty & Repairs.
Cancelling an order
Write to us as soon as you can. If the order has not been dispatched we cancel it and refund in full. If it has already left the studio, treat it as a return.
Questions about a refund
Write to [email protected] with your order number and we will answer within one business day, Monday to Friday.