Refund policy

Store: Bellaoris
Address: Via per Salvarosa 4, 31033 Castelfranco Veneto, Treviso, Italy
Email: contact@bellaoris.com
Phone: +39 366627659
Business Owner: Candida Gianino

At Bellaoris, we want every customer to feel confident when purchasing women’s dresses from our store. We carefully select our products and aim to provide a fair, clear, and dependable return and refund process. If an order does not meet your expectations, our customer support team is available to assist you.

1. 60-Day Money-Back Guarantee

Bellaoris provides a 60-day satisfaction guarantee for eligible purchases. You may request a return within 60 days from the date your order is delivered, provided that the item meets the return conditions outlined in this policy.

This voluntary commercial guarantee is offered in addition to any mandatory consumer protections available under Italian and European Union law.

2. Return Eligibility Requirements

To be eligible for a return under our 60-day satisfaction guarantee, the following requirements should generally be satisfied:

  • The dress must be unused, unworn, unwashed, unaltered, and in its original condition.
  • Original tags, labels, packaging, accessories, and inserts must be included whenever applicable.
  • You must provide valid proof of purchase, such as an order number, receipt, or order confirmation.
  • The return request must be submitted within the applicable return period.

Items that fail to meet these conditions may be refused or may qualify for a reduced refund where permitted by law.

These conditions do not affect your legal rights regarding products that are damaged, defective, incorrectly delivered, or otherwise not in conformity with the purchase agreement.

3. How to Request a Return

To begin a return under our 60-day guarantee, please contact Bellaoris customer support at contact@bellaoris.com.

Your message should include:

  • Your full name.
  • Your order number.
  • The dress or dresses you wish to return.
  • A brief explanation of your return request.
  • Clear photographs or videos if the product is damaged, defective, faulty, or incorrect.

After reviewing your request, our support team will provide the relevant return instructions and the appropriate return address.

Please do not send products directly to the Bellaoris business address unless you have received written instructions from our customer support team.

Returns submitted without prior authorization or instructions may be delayed, refused, or returned to the sender.

4. European Union Right of Withdrawal

If you are an individual consumer located within the European Union, you generally have the legal right to withdraw from an online purchase within 14 days without stating a reason, subject to any applicable statutory exceptions.

The withdrawal period normally begins on the day you, or a person appointed by you other than the delivery carrier, receives the goods.

When an order is delivered in several separate shipments, the withdrawal period normally begins when the final item or shipment is received.

You may submit your withdrawal request electronically using the “Withdraw from Contract” option available through your customer account or order details page.

Once the electronic withdrawal request has been submitted, you will receive an acknowledgement confirming that Bellaoris has received your request.

You may also exercise your right of withdrawal by emailing a clear withdrawal statement to contact@bellaoris.com.

Your withdrawal request should contain:

  • Your full name.
  • Your order number.
  • Your email address.
  • The product or products included in the withdrawal.
  • A clear statement confirming that you wish to withdraw from the purchase.

Your withdrawal request will be considered submitted on time when it is sent before the end of the applicable 14-day withdrawal period.

5. Returning Items After Withdrawal

After notifying Bellaoris of your decision to withdraw, you must return the applicable items in accordance with the instructions provided by our customer support team and within the timeframe required by applicable law.

You may inspect and handle the product only to the extent reasonably necessary to determine its nature, characteristics, appearance, fit, and proper functioning.

You may be responsible for any reduction in value resulting from handling that exceeds what would normally be permitted when inspecting a product in a physical retail shop.

Please package the returned product securely and, where possible, use a tracked shipping method. The customer remains responsible for the returned parcel until it is successfully delivered to the designated return location.

6. Return Shipping Charges

Unless the return is caused by a mistake or fault attributable to Bellaoris, the customer is generally responsible for the cost of returning the product.

Bellaoris may cover reasonable return shipping expenses when:

  • The wrong product was delivered.
  • The product arrived damaged during transportation.
  • The product contains a confirmed manufacturing fault.
  • The delivered item does not match the order or applicable legal requirements.

For statutory EU withdrawals, the customer may be responsible for the direct cost of returning the goods unless Bellaoris has agreed to cover those costs or applicable law requires otherwise.

7. Refund Processing

Once your returned item has been received and inspected, Bellaoris will notify you by email regarding the approval or rejection of your refund request.

For eligible returns submitted under our 60-day satisfaction guarantee, approved refunds are generally issued to the original payment method within 5–10 business days after the returned product has been received and inspected.

Refunds connected to a valid statutory EU withdrawal will be handled within the timeframe required by applicable consumer legislation.

Where permitted by law, Bellaoris may delay reimbursement until the returned goods have been received or until the customer provides acceptable evidence that the goods have been sent back, whichever occurs first.

For a valid EU withdrawal, the original standard delivery charge may be refunded where required by law. Any additional delivery cost resulting from the customer selecting a more expensive shipping method than the least expensive standard option offered may not be reimbursed.

After Bellaoris issues a refund, your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.

8. Exchanges

Bellaoris does not currently provide direct exchanges.

To obtain another size, colour, style, or dress, please return the original eligible product for a refund and place a separate new order through our website.

9. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, faulty, incomplete, or different from the product you purchased, please contact us within 7 days after delivery whenever reasonably possible.

Please provide:

  • Your order number.
  • A clear description of the problem.
  • Clear photographs or videos showing the defect, damage, fault, or incorrect item.

After reviewing the information provided, Bellaoris may offer an appropriate solution such as a repair, replacement, store credit, partial refund, or full refund, depending on the nature of the issue, product availability, and applicable law.

The requested 7-day notification period does not remove, limit, or replace any mandatory statutory rights relating to defective, damaged, incorrect, or non-conforming products.

10. Non-Returnable Items and Legal Exceptions

Some products may not be eligible for return when an exclusion is legally permitted. These products may include:

  • Personalised, customised, or made-to-order items.
  • Products clearly identified as final sale or non-returnable, where legally allowed.
  • Sealed products that cannot be returned for health-protection or hygiene reasons after the seal has been removed.
  • Personal care items or intimate garments where a legally valid hygiene exception applies.
  • Products that have been worn, washed, altered, damaged, or handled beyond what is reasonably necessary for inspection.
  • Products that have become inseparably mixed with other goods after delivery.

A product is not automatically excluded from return simply because it is a dress, garment, sleepwear item, or intimate product. Any specific return restriction will be clearly communicated on the applicable product page and enforced only when permitted by law.

Your statutory rights concerning defective, damaged, incorrect, or non-conforming products remain fully unaffected.

11. Cancelling an Order

If your order has not yet entered processing or been dispatched, you may submit a cancellation request using the cancellation option available in your customer account or order details page.

You may also request cancellation by contacting contact@bellaoris.com.

Our customer support team will review your request and confirm whether the order can still be cancelled.

Orders that have already been processed, fulfilled, or dispatched normally cannot be cancelled. However, they may still qualify for a statutory withdrawal or return under this policy.

12. Refused, Unclaimed, or Undeliverable Parcels

If a parcel is returned because the delivery address entered during checkout was incomplete or incorrect, the parcel was refused, or the shipment was not collected, reasonable delivery, handling, and return shipping costs may be deducted from the refund where permitted by applicable law.

Any applicable deduction will be communicated clearly and will not restrict any mandatory consumer protection available to you.

13. Delayed or Missing Refunds

If you have received confirmation that your refund was processed but the funds have not yet appeared, please complete the following steps:

  1. Review your bank account or payment account again.
  2. Contact your bank, card issuer, or payment provider because processing times may vary.
  3. Email Bellaoris at contact@bellaoris.com if the matter remains unresolved.

14. Chargebacks and Payment Disputes

Before opening a chargeback or payment dispute, we kindly encourage you to contact Bellaoris customer support first.

We are committed to reviewing customer concerns carefully and working toward a reasonable and fair resolution whenever possible.

Nothing in this section limits your right to contact your payment provider, submit a payment dispute, or exercise any other right available under applicable law.

15. Mandatory Consumer Protections

Nothing in this Return and Refund Policy is intended to exclude, reduce, restrict, or replace any mandatory consumer right available under Italian or European Union law.

If any part of this policy conflicts with a mandatory legal requirement, the applicable statutory requirement will take priority.

16. Customer Support

For questions regarding returns, refunds, withdrawals, cancellations, damaged products, incorrect orders, or other order-related concerns, please contact us using the information below.

Bellaoris
Business Owner: Candida Gianino
Address: Via per Salvarosa 4, 31033 Castelfranco Veneto, Treviso, Italy
Email: contact@bellaoris.com
Phone: +39 366627659

Customer Support Hours
Monday – Friday: 9:00 AM – 6:00 PM (CET)
Saturday & Sunday: Closed

Business days mean Monday through Friday, excluding public holidays observed in Italy.