We are proud of our customer service and will assist you with anything you need help with. If you are unable to find the answer you need, please email us office@bellaandbailey.co.nz
FAQ
1
COVID-19
Are you still operating under lockdown?
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Yes, our business is operating exclusively online and able to still process & deliver your orders
2
General Purchasing
How can I make a purchase?
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All items listed on www.bellaandbailey.co.nz are sold online via our website and orders are processed via our NZ based distribution center.
3
Delivery & Shipping
How long does it take to deliver?
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We will dispatch you order on the next business day of your order date. Delivery can take between 3-5 business days from the dispatch date. In most cases this can be sooner however at times with rural delivery is may take slightly longer. If you have any questions, please email the team at office@bellaandbailey.co.nz
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Do you deliver to a P.O BOX?
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Currently we are only able to deliver to a physical address and unable to deliver to either Private Bag or P.O Boxes
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Can I provide delivery Instructions?
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Yes, on your cart page at the bottom there is a link to add special delivery instructions which will be attached to your order. Please note that Bella and Bailey do not take responsibility for any lost orders that are instructed to be delivered to a location, this will be on the customer and the courier company to resolve.
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Can you ship overseas?
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No, currently all orders are processed domestically only and are not shipped outside of NZ. We are looking into this in the future.
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Are their shipping fees?
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Yes, for non-rural there is a $4.00 fee for delivery & $7.00 for rural locations. For all orders over $49.00 shipping fees are waived.
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Do you offer Click & Collect?
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No, currently all orders are processed and delivered online only, we will be looking into the ability to Click & Collect in future.
4
Returns
& Refunds
Can I return a product after purchase?
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Please email our support team at Office@bellaandbailey.co.nz with your name and order number including the reason you wish to return your item for our team to resolve.
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Can I return a damaged/faulty product?
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If the item you have received is broken or damaged, please email us at office@bellaandbailey.co.nz and we will arrange the return of your item. We will investigate the returned items and provide a replacement item or full refund.
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How long does it take to receive a refund?
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If we have agreed on a refund, we will reverse your transaction whereby the funds will be returned to the original card used in the transaction of your purchase. This can take between 3-7 working days to complete due to the banks processing time-frames. We are unable to refund your purchase price to another card and/or bank account due to our obligations under PCI compliance.
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What happens if my card has since expired?
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We are only able to refund back to your card used in the initial purchase. You will need to contact your bank to confirm how you will be able collect your refund whilst your card is expired.
5
Payment & Security
What payment methods do you accept?
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We accept all major cards including Visa/Mastercard/Paypal/AMEX/Diners Club. Your payments are processed securely via our DSS Secured Payment integrations provided via both Stripe and Paypal
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I currently do not use Paypal?
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That is ok, within the checkout window you will have the option to enter a Credit/Debit Card separately without the need to log into a Paypal account.
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What will appear on my statement?
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You will be charged by Bella and Bailey Limited which will appear on your bank statement
Are payments safe?
Yes, all payments are processed by Stripe/Paypal within a PCI-DSS compliant and authorized environment.
6
Goods Received
Any issues
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If you have any issues with the parcel received i.e., faulty, damaged or missing items please email us at office@bellaandbailey.co.nz with your name and order number for us to investigate and assist you.