Returns Policy

Returning Items

We hope that you are completely happy with your purchase, if you are not happy we offer an easy return process.

For any full-priced items purchased you have 28 days from the date of purchase to return to us for a refund or exchange.

If you wish to exchange your item for another size/colour etc, we always suggest to avoid disappointment by placing a new order and returning your initial order for a refund.

Exchanges can only be made on items equal in value or less than the value of the item(s) you are returning. For any exchanges for items greater in value, we will have to refund the item returned to us and place a new order for the new item (as we cannot take additional payments).

Returned and or exchanged items must be returned to our store complete, in perfect condition, unused, unwashed and with their original packaging. Please provide proof of purchase when returning an item.

Gift-wrap or gift boxes cannot be returned or exchanged.

Returning SALE Items

Please return your sale items within 14 days from the date of your order where you will be eligible for either exchange or credit ONLY.

This will be valid for 6 months.

How to Return an Item

1) Download and complete the returns form:

Download Returns Form

2) Carefully package unused item (s)

Put your items back in the original manufacturer’s branded packaging and place the completed returns form and item(s) in the parcel for return. Your items must be complete with tags, unmarked, unworn and unwashed.

3) Post item(s), proof of postage

You can post the items(s) back to us using your own local postal service. Please always obtain proof of postage when returning a parcel. We are not liable for returned items lost in the post. We are not able to refund any postage charges.

Return address:

157 High Street

Product availability and secure shopping
When an item is purchased we will take it off the website at the earliest opportunity and it may not be made available again. If items that you order should be out of stock, or delayed for any reason, we will try to contact you at the e-mail address or number you provided when placing your order. If we cannot contact you, or receive no response to our e-mail, we will continue to process the remaining item/s in your order and refund the missing item/s. All items are subject to availability.

We have a secure server and shopping cart system, so your ordering is safe and easy. If you choose to pay by card, payments are taken through to Paypal Direct (card payments) or Paypal.  You will be prompted to Verify Your Visa or Secure Mastercard, it is to your advantage to do this.

Privacy Notice

We  are committed to protecting the privacy of our customers. We will not divulge any information about you to a third party. Any information we collect about you is used solely for the purpose of processing your order. We will only hold information held about you in accordance with the Data Protection Act 1998.

Your credit/debit card details are processed by our secure service provider and as such we do not see your card details, the secure service provider does not see the personal information input by the customer. Bella & Ben does NOT store financial details (credit or debit card numbers) entered by our customers at the Paypal Pro checkout. These details are used on a one time only basis at the moment of paying.

The policies are designed to protect the customer and ourselves, if you have any queries regarding any element of these statements please do not hesitate to contact us.

Conditions Of Use

No contract will exist between you and for the sale by it to you of any product unless and until confirms that it is dispatching your product. Items featured on the site are held in stock, and every effort will be made to complete an order to customer requirement. No liability is accepted where is unable to complete an order. The customer’s statutory rights are unaffected.

  1. a. The acceptance of your order will be deemed to occur on allocation of the goods to your order. The completion of the contract between you and Bella & Ben will occur when the order is dispatched, unless you have cancelled the order- in accordance with our instructions.
  2. b. We will send you an e-mail acknowledging your order, once it has passed through our security checks. We may not accept your order for one of the following reasons:
    1. We may have been unable to obtain authorisation for your payment.
    2. The product you ordered may be out of stock.
    3. We may have identified a pricing or product description error.
    4. There may have been a failure to meet the eligibility to order criteria as set out in our Terms and Conditions.

Returns FAQ’s

How long does it take to process my return?

It can take up to 5 working days to process your return once it has been received at our BELLA & BEN store. If it has been longer and you would like someone to look into it for you, then please do not hesitate to contact our Customer Services team at, or call us on 01483 497986 (Monday to Friday, 10am till 4pm). Please note that if you have made a request for an exchange and have not contacted us prior to returning your order then this can delay the process further.

I have lost my returns form (UK)

If you have lost your Returns Form, then it is not a problem. Simply download a new form here. Remember to fully complete your returns form, informing us of the item(s) you would like to return, and the reason. For exchanges complete the information for the replacement item(s) that you would like.

Returning an item in-store

If you are from the South East region (or don’t mind travelling) you can return items to our Cranleigh, Surrey BELLA & BEN store for a refund or exchange within 28 calendar days from the date of purchase (see receipt for date). Please take your receipt with you as proof of purchase. For card payments, please take the card the payment was made on where the refund will then be issued onto the original payment card.

157 High Street

Faulty and incorrect goods

Firstly, our apologies if you have received an item that is incorrect or faulty.

Faulty Goods

In the event that you believe there is a fault with an item, you can return the item back to us for assessment. Please return the item to us using the included returns form, highlighting the item and please explain the fault. If upon inspection your item is deemed faulty, then we will either provide a full refund or replacement item (subject to availability), as per your request.

Incorrect Goods

If you have received an item you did not order, please return the item to us using the included returns form. If this item was received instead of an item on the order then please highlight the item you should have received.

Returning Faulty or Incorrect Goods

We offer a hassle free returns service. Using the Free Returns label provided, send the items back to us ensuring you complete your returns form with the relevant details.

How do I raise a return? (International)

Please fill in the returns form enclosed with your order and stick the address label on the parcel.

Package your items carefully, with each item in its original perfect condition and all labels attached. Shoes must be in their original, undamaged box as it is considered part of the item. Please do not use the shoe box as protective packaging. Kindly note that international customers are responsible for the cost of returns.