Delivery & Returns
Shell Belle Couture | Deliveries & Returns
Shell Belle Couture are proud to be a Great British Brand.
We are a British ran business designed & made by Women for Women!
Our Design Studio & Head Offices are based in the UK.
Our production and all of our pieces are made in a family run Atelier on the beautiful island of Mauritius. With the exception of any stock held in the UK, all goods are made-to-order & shipped directly from Mauritius via DHL International Express.
Shell Belle Couture is delighted to offer Complimentary Shipping on all Worldwide Sales.
All items are Made-To-Order especially for you. Dispatched within 5-7 working days. Delivery is via DHL International Express & usually arrives within 3 working days (this may take longer for remote areas).
Please contact us if you require an urgent delivery & we will do our best to assist you.
All of our orders are beautifully wrapped in tissue and packaged in our signature Shell Belle Couture Keepsake Silk Pouches.
Please note the pieces in the Keepsake Silk Pouch is ready for gifting & does not include invoice details or any paperwork. iPlease retain your Invoice/Order Confirmation that you receive via email as we do not include this in the parcel to enable us to follow our Sustainable ethos & enable Gifting.
Our Keepsake Silk Pouches are beautifully upcycling our end-of-line silk fabrics as part of our sustainable ethos. They perfectly fit your order with a silkdrawstring top and our signature gold fan trim.
REFUNDS & EXCHANGES
Customers wishing to return an eligible item must notify us within 14 days of receipt. Once authorised, the item must be returned within 14 days of notification. Our Shell Belles love our beautiful pieces & we are proud to share with you that we have under 1% returns.
In the unlikely event you wish to return your items please email us for return details at love@shellbellecouture.com equally please don’t hesitate to contact us before ordering with any queries, we love to hear from our Shell Belles! As we make-to-order we would prefer to ensure they will fit for you. While we don't make custom made pieces, we can make simple adjustments i.e the length. Please add comments in 'Notes' at checkout.
RETURNS GUIDELINES
We hope you will love your Shell Belle Couture order, but if for any reason you would like to return your item/s they can be returned for exchange or refund provided that the guidelines outlined below are observed. Please note, that this policy does not include items purchased in the sale or that have been requested to be personalised. Return costs must be borne by yourself & are non-refundable. Your statutory rights are not affected.
ONLINE RETURNS
Please contact us to authorise your return within 14 days of receipt of the goods and you have 14 days to return the item to either our Uk head office or Mauritius (whichever is nearer to your location). You can contact us by email at love@shellbellecouture.com please reference your order number & reason for return.
We recommend that any returns be sent to us by registered post using a tracked & signed method to ensure receipt. Please retain proof of postage. Responsibility is borne by the sender until the goods are physically received back at our head office.
We cannot be held responsible for goods lost in transit.
The cost of returning any items is the responsibility of the persons returning the item & is non-refundable.
Goods should be returned unworn & packaged as per the original order with all tags in place, folded & wrapped in the original tissue paper & inside the original packaging.
Please take care with unpacking & repacking. Please note that due to the intricate nature, underwear, briefs & swimwear are non-returnable – we will not accept returns on lingerie that have been worn or are returned in a non-perfect condition, without tags.
Your return should include your order details so we can identify the return quickly & efficiently. In the case of gifts, please ensure the name of the purchaser is quoted in all correspondences. Failure to do so will result in delays in processing the return. Goods must be received by head office within 14 days of the authorisation being granted.
MADE-TO-ORDER
Every Shell Belle Couture piece is individually handcrafted in our Mauritius atelier after your order has been placed. We do not hold finished stock.
Where applicable, statutory consumer rights remain unaffected. However, goods that are made to the consumer's specifications or are clearly personalised may be exempt from the statutory right of withdrawal in accordance with applicable consumer protection legislation.
Any request to exercise a statutory right of withdrawal will be assessed on the individual circumstances of the order.
INTERNATIONAL RETURNS
Please note that any international customs duties & taxes paid are not the responsibility of Shell Belle Couture and may vary according to the country regarding goods being received or returned. Duties & taxes are not refundable by ourselves & you will be refunded the product cost only.
EXCHANGE
Subject to stock availability, we will exchange eligible items twhen we are notified in writing within 14 days of receiving the goods and returned to us within 14 days thereafter. In cases where we are unable to provide an exchange, we will first offer a credit note. The new item will be shipped to you after the returned item has been received & checked by us.
REFUND
If you wish to receive a refund for returned items, eligible items need to be returned & reach us within 28 days of being received by you. Please notfiy us within 14 days or receipt and return within 14 days thereafter. Please note that refunds can only be made to the card or method originally used to pay for the order, refunds will be made immediately upon receipt of goods eligible but may take up to 30 days to appear in your account. This is outside of our control. Shipping fees cannot be refunded. For items made especially for you, we may offer a credit note.
FAULTY GOODS
Please note, that returns of faulty items will only be accepted if the goods were faulty when delivered. We at Shell Belle Couture make every effort to check your purchase thoroughly for any faults before dispatching. We have a 7-stage checking process. All items returned as faulty will be inspected on receipt & any items deemed to be subject to fair wear & tear will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our washing instructions have not been followed. We will replace a faulty item if a replacement is in stock & available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.
If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your payment method to the value of the item at the time of purchase & any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days & are subject to regulations.
We are proud to have under 1% Returns.
HYGEINE: For the protection of our customers, briefs, knickers, French knickers, thongs and other intimate garments are not eligible for return where the health and hygiene exemption under applicable consumer law applies.
SALE ITEMS
Please note that all sales of sale items (those displaying a reduced price) are final. No exchange, credit note or refund will be offered against sale purchases & the conditions set out above will not apply.
Refunds & exchanges are made approximately one week after receipt of goods to allow for inspection. Customers who have paid by credit card will have their account credited. We will not make refunds to a third party. As soon as we receive your returned goods we will process your request. Replacement goods will be dispatched within seven working days. If your chosen substitute is not in stock we will contact you to offer an alternative.
E- Gift Cards cannot be exchanged for cash.
UK & INTERNATIONAL DELIVERIES
Please ensure you complete the address form correctly including all relevant area codes & telephone numbers strictly for delivery purposes, your telephone number will not be retained and we don’t use telephone or text marketing.
For our Worldwide Shipping, we use DHL International Express.
All goods are shipped directly from our Mauritius Atelier. Occasionally they may be shipped from our UK head office.
*Please note, whilst the majority of deliveries to International destinations are fulfilled in 3-5 days, in certain circumstances, deliveries to countries further afield (such as Australia, China & the UAE) may experience a short delay. All deliveries to these countries should be fulfilled within 7 days from date of dispatch. All orders are made-to-order and dispatched within 5-10 working days.
PLEASE NOTE
Please note the delivery times are a guide only & do not take into account possible delays caused by payment authorisation.
Estimated delivery times are to be used as a guide only & commence from the date of order/payment received.
We are not responsible for any delays caused by destination customs clearance processes or charges applied via third-party country Customs & Duties or global effects beyond our control.
We are unable to redirect orders once items have been dispatched.
Please email us at love@shellbellecouture.com if you have any queries.
