Custombella Refund Policy
Returns & Refunds Policy
This policy sets out the returns and refunds terms for all purchases made through CustomBella.
We aim to handle all return requests quickly, professionally and fairly as part of our premium service.
Return Requests
If you are not completely satisfied with your purchase, you may request a return within 14 days of delivery.
To request a return, please contact us at aftersales@custombella.com and include:
Your order number
Full name
Product or products
Reason for return
Clear photographs of the item
Return requests must be made within 14 days of delivery. Any requests made after 14 days will not be accepted under any circumstances.
All returns must be approved by CustomBella before items can be sent back. Returns sent without prior approval may be refused.
Eligible Returns
Returns are accepted for non personalised items only.
To be eligible:
Items must be unused
In original condition
In original packaging
The customer is responsible for return shipping costs, unless the item is faulty or incorrect.
Personalised Items
All personalised or customised items are made to order and cannot be returned or refunded.
Exceptions apply only in the case of:
Manufacturing defects
Incorrect personalisation caused by our team
In such cases, we will provide a replacement.
Damaged or Incorrect Items
If your item arrives damaged or incorrect, you must contact us within 48 hours of delivery.
Please email clear photographs of:
The product
The packaging
We will prioritise your replacement within 3-5 working days.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, your refund will be processed within 5 to 10 working days.
Please note:
Original shipping costs are non refundable
Refunds are issued to the original payment method
If a discount or voucher was used, only the amount paid will be refunded
Shipping
For standard shipment, delivery dates are estimates only.
CustomBella cannot be held responsible for delays caused by the shipping provider.
A refund can only be issued if an order is officially declared lost by the carrier.
Personalisation Responsibility
It is the customer’s responsibility to ensure that all personalisation details are correct at the time of ordering.
Once an item has entered production, the order becomes binding and cannot be changed, cancelled or returned due to the bespoke nature of the product.
You may contact us by the following methods
- Phone: 01475 908 300
- Email: aftersales@custombella.com