Please contact us from 9am to 5pm PST, Monday through Friday with any questions or concerns you may have. We're here to help! Our customer service team knows our brand inside and out and is equipped to advise regarding sizing, fit and feel, shipping, orders, product information, etc.
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All shipments are sent from Huntington Beach, CA.
Orders ship between Monday through Fridays excluding federal holidays. Please allow for 1-2 business days for processing before your order is shipped. Orders placed after 11:00AM Friday PST will start processing the following Monday. Shipping times are calculated after processing and after the item has shipped.
We are not responsible for unforeseen delays due to the Postal Service. We are not responsible for lost or stolen items once delivered or an incorrectly entered address. Once items have been scanned as delivered to the customer's address, it is up to the customer to claim any missing or stolen items with the appropriate Postal Carrier or credit card. Any orders delivered damaged must be reported within 7 days and the damaged package must be delivered to your local USPS office for us to file a claim on your behalf.
On occasion, orders are held to be reviewed by our team and these orders may be subject to shipment delays.
Domestic shipping guidelines apply to shipping within the contiguous United States only. Orders shipped to Alaska, Hawaii, APO, FPO, and US Territories including Puerto Rico, Guam, US Virgin Islands, American Samoa, Northern Mariana Islands, and Micronesia are considered non-domestic and are subject to longer ship times.
Unless otherwise selected, all domestic orders are shipped USPS First Class Mail. Once processing is complete, shipping time will take 2-4 days depending on the final destination.
While most domestic shipments deliver within 3 business days from ordering, please allow up to 6 business days for delivery of your item as processing times and shipping times may vary.
We do not split shipments. Orders ship once all items in an order are ready for shipment.
Shipments in excess of $300 require a signature for delivery.
Any packages returned for INCOMPLETE/ INCORRECT address will be shipped again at the customer’s expense.
Once your order has shipped, we will send a confirmation email that includes tracking information. Please allow up to 24 hours from when you receive your tracking information for shipping activity to update.
International shipping costs will depend on the country and location of the delivery address and will be determined at check out. Shipping address cannot be a P.O. Box or APO/DPO/FPO.
All applicable custom fees, taxes and duties are the sole responsibility of the customer as we do not collect these prior to shipment. Please contact your country's customs office for respective charges and rates on packages coming outside of your country.
We are required to state the value of your order directly on the package by the custom authorities.
Once an order is placed you are responsible for all original shipping charges, applicable custom import fees and the cost of return shipping back to us. This includes any shipment that is refused delivery.
We cannot split ship international orders. If one or more items on the order is on back-order, they will be shipped out once the order is complete.
International deliveries can be delayed beyond our stated shipping times which is beyond our control and refunds/reimbursements for shipping costs cannot be offered.
We understand that things happen, so if you aren’t satisfied with your items, let us know and we will do everything we can (within the policies stated herein) to resolve the issue.
We are happy to accept orders for return 30 days from the date of purchase. Please note that shoes can only be returned within 14 days (see shoe return policy below).
Returned items must meet the following criteria:
Any returned items that have signs of wear or do not conform with our return policy will be declined and the item will be shipped back at the customer's expense.
The customer is responsible for any returns shipping costs and for obtaining tracking information as we are not responsible for any lost/missing returns.
Once your return has been received please allow 3-5 days for processing. We do not refund original shipping charges.
If you believe you have received a defective product, prior to returning the item, please email us with an image of the defect and your order number for our sales team to review.
All shoes listed on our website are custom and handmade to order. Shoes typically take between 1-2 weeks to complete before shipping. The Bella shoe takes 2-3 weeks to complete. We will keep you updated throughout the manufacturing process and will send a confirmation email before your shoes are shipped.
For any issues with the fit of your shoes, we will only accept shoe returns within 14 days of receipt of your order. After 14 days, all shoe sales are final and cannot be returned.
Shoes must be in their original condition, must include the original shoe box and must be unworn. All shoes must be tried on and tested on a carpeted, clean surface, as any shoes that have sign of wear will not be acceptable for a return. Original shipping costs are non-refundable.
Customer can have only one return for shoes that do not fit.
If you believe you have received a defective pair of shoes, prior to returning the shoes, please email us within 48 hours of receiving your shoes and include an image of the defect along with your order number for our sales team to review.
Due to the nature of genuine leather, some hides will vary from the next. Please also note that there will sometimes be a very slight variation in shade that shows on each computer monitor. We kindly ask that you keep this in mind when placing your order. We do our best to photograph the true color of our shoes in the very best possible lighting to give you the truest idea of what the shoe will look like.
Please note our materials are sourced in batches and can be subject to availability. In the event that a remake for your shoe has been placed and processed, we will do our best to remake your shoes to the same specifications as your original order. If this is not possible due to changes to our product, range and offering, we will notify you.
We reserve the right to refuse any return on shoes that do not meet the return requirements that are listed above. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued.
Please contact us from 9am to 5pm PST, Monday through Friday with any questions or concerns you may have. We're here to help! Our customer service team knows our brand inside and out and is equipped to advise regarding sizing, fit and feel, shipping, orders, product information, etc.
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