FAQ
1. When will my order be processed?
Orders are typically processed within 1–3 business days, Monday to Friday, excluding weekends and public holidays.
Orders placed before 5:00 PM Eastern Standard Time (EST) on a business day usually begin processing on the same business day or the following business day. Orders placed at or after 5:00 PM EST, during weekends, or on public holidays usually begin processing on the next business day.
2. How long does delivery take?
Estimated delivery time is calculated by adding the order processing time to the shipping time.
| Region | Processing Time | Shipping Time | Estimated Total Delivery Time |
|---|---|---|---|
| North America | 1–3 business days | 4–13 business days | 5–16 business days |
| Europe | 1–3 business days | 4–7 business days | 5–10 business days |
| Asia-Pacific | 1–3 business days | 5–11 business days | 6–14 business days |
| Middle East | 1–3 business days | 4–9 business days | 5–12 business days |
| Latin America | 1–3 business days | 8–14 business days | 9–17 business days |
| Africa | 1–3 business days | 8–15 business days | 9–18 business days |
Delivery estimates are provided for guidance only and do not guarantee delivery on a specific date.
3. Do you offer free shipping?
Yes. Bellascena offers free standard worldwide shipping on all orders to destinations available at checkout.
No shipping, handling, or packaging fees are charged by Bellascena for standard shipping.
If an optional paid shipping method is available, its full cost will be clearly displayed before the customer completes the purchase.
4. Will I receive tracking information?
Tracking information is provided for shipments where tracking is supported by the carrier and destination country.
Tracking details will be sent to the email address provided at checkout once the order has been dispatched.
Tracking information may take 24–48 hours to become active after dispatch.
5. What should I do if my order is delayed?
Delivery delays may occur due to carrier delays, customs processing, public holidays, weather conditions, high-volume shipping periods, local delivery disruptions, remote delivery locations, or incorrect shipping information provided by the customer.
If we become aware that an order cannot be dispatched or delivered within the stated, agreed, or legally required timeframe, we will notify the customer and provide the options required under applicable law.
A minor carrier delay does not automatically qualify an order for compensation. However, nothing in this section limits any cancellation, refund, replacement, delivery, or compensation rights available under applicable law.
6. What if my package shows as delivered but I did not receive it?
If tracking shows that your order was delivered but you have not received it, please contact us as soon as possible, preferably within 5 calendar days of the delivery confirmation.
The 5-day timeframe helps us begin an investigation promptly but does not limit any rights available under applicable law.
Before contacting us, please check the delivery location, mailbox, reception area, parcel locker, building management, neighbors, household members, any agreed safe location, and any local carrier pickup point.
Bellascena will review the available tracking and delivery information and may contact the carrier or request additional information to investigate the delivery.
A carrier delivery scan may be considered evidence of delivery, but it is not automatically conclusive in every circumstance.
If a package is confirmed to have been lost before valid delivery, Bellascena will provide an appropriate remedy, which may include a replacement or refund.
7. What is your return timeframe?
Customers may request a return within 30 calendar days from the date the order was delivered.
To be eligible, the return request must be submitted within the 30-day period. Return requests submitted after this period may not be accepted, unless required by applicable law.
8. What condition must an item be in to return it?
To qualify for a standard change-of-mind return, the item must meet all of the following conditions:
• Unused
• Unworn
• Unwashed
• Unaltered
• Undamaged by the customer
• Unstained
• Free from scents or odors
• In its original condition
• Not handled beyond what is reasonably necessary to inspect its nature, characteristics, appearance, and fit
• Returned in its original packaging where reasonably possible
• Original tags, labels, hygiene liners, protective seals, accessories, inserts, and packaging materials included where applicable and reasonably possible
For hygiene and product safety reasons, items must be returned in a clean, unused, and hygienic condition. Where a product includes a hygiene liner or protective seal, it must remain intact unless the item arrived damaged, defective, incorrect, misdescribed, or otherwise non-conforming.
Items that do not meet these conditions may be refused or may qualify for a partial refund based on the actual reduction in value.
Nothing in this section limits any statutory rights or remedies relating to products that are damaged, defective, incorrect, misdescribed, or otherwise non-conforming.
9. Who pays for return shipping?
Customers are responsible for the direct return shipping costs for standard change-of-mind returns, provided this was disclosed before purchase.
Standard returns include returns due to reasons such as ordering the wrong item or size, changing your mind, or no longer wanting the product.
If an item is damaged, defective, incorrect, misdescribed, or otherwise non-conforming, Bellascena will provide the remedy required under applicable law.
If Bellascena requires the item to be returned, Bellascena will provide a prepaid return method or reimburse reasonable return shipping costs.
10. How do I request a return?
To request a return, please contact us at: support@bellascena.com
Your return request should include your order number, customer name, email address used for the order, product name, reason for return, and photos or videos if the item is damaged, defective, incorrect, or missing parts.
All return requests must be reviewed before the item is sent back. This helps us confirm eligibility, provide the correct return instructions, and ensure the return is sent to the correct return address.
11. How long does it take to receive a refund?
Approved refunds are issued to the original payment method used for the order.
Returned items are inspected after they arrive at the approved return location. Inspection is typically completed within 1–2 business days after arrival.
If the return is approved after inspection, the refund will be processed within 5 business days.
The time required for the refund to appear in your account may vary depending on your payment provider, bank, or card issuer.
12. What payment methods do you accept?
Payments can be made using the payment methods available at checkout.
Accepted payment methods:
- • American Express
• Apple Pay
• Diners Club
• Discover
• Google Pay
• Mastercard
• PayPal
• Shop Pay
• Visa
Available payment options may vary depending on your location, device, order value, currency, payment provider availability, and security checks.
We do not accept cash payments, cash on delivery, banknotes by mail, checks, money orders, or cryptocurrency.
All payments are processed through secure payment systems and authorized payment service providers using industry-standard security controls.
BUSINESS INFORMATION
Brand Name: Bellascena
Owned and Operated By: QJ Global Group LLC
Address: 1201 North Market Street
Suite 111
Wilmington, DE 19801
USA
Contact details
Email: support@bellascena.com
Phone: +1 302 579 5377
Contact form: click here
Customer service
Support hours: Monday to Friday, 8:00 am – 5:00 pm (EST)
We aim to respond within 24 hours.