Returns & refunds
Would you like to return a BellePaga item? We've simplified the process to make your return as clear as possible.
You have a legal period of 14 calendar days from receipt of your order to inform us of your decision to withdraw.
After informing us of your decision, you then have a further 14 calendar days to ship your return.
1. Requesting a return
To inform us of your wish to return an item, you can:
- use the return / withdrawal function available on our website;
- use our contact form;
- or contact our customer service directly at client@bellepaga.com.
Please include your order number and the item(s) concerned.
If your return relates to an incorrect, defective or damaged product, please also attach photographs so our team can process your request quickly.
2. Preparing your parcel
Products must be carefully packaged so they are protected during transport.
Items may be tried on as one reasonably would in a shop, but must not have been worn beyond a simple try-on, washed, soiled or damaged.
We ask that you return items:
- complete;
- clean;
- undamaged;
- with any accessories;
- and with their original tags still attached.
Where possible, we also recommend using the original packaging.
If a product has been handled beyond what is necessary to check its nature, characteristics or size, and its value has been reduced as a result, this reduction in value may be taken into account in the refund.
3. Sending your return
Return instructions are provided by our customer service or via the process available on the website.
The BellePaga return address is:
ALLPACA SRL – BellePaga
Avenue Roger Vandendriessche 18
1150 Woluwe-Saint-Pierre
Belgium
We recommend keeping your proof of shipment and tracking number until your return has been processed.
Return costs
Return covered by BellePaga
BellePaga covers return costs when the return results from an error on our part, for example:
- wrong product sent;
- wrong size or colour sent compared to your order;
- defective product;
- product received damaged;
- parcel sent to an address other than the one correctly provided when ordering.
In this situation, our customer service will advise you on the procedure to follow.
Return covered by the customer
In other situations, direct return costs remain the customer's responsibility, in particular in the event of:
- change of mind;
- size or colour error when ordering;
- wrong product or wrong quantity ordered;
- incorrect or incomplete address provided when ordering.
As part of an effort to also limit unnecessary transport, we invite you to carefully check products, sizes, quantities and delivery details before confirming your order.
Refund
Upon receipt of your return, our team checks the returned products.
When return conditions are met, the refund is made using the same payment method used for the order, unless otherwise agreed.
The refund is made no later than 14 days after the date on which you informed us of your decision to withdraw.
We may, however, delay the refund until:
- receipt of the returned products;
- or receipt of proof that you have shipped them,
whichever occurs first.
In the event of withdrawal from your entire order, the costs corresponding to the standard delivery method originally paid are also refunded.
If you chose a delivery method more expensive than the standard delivery offered, the corresponding surcharge is not refunded.
Exchanges
BellePaga does not offer direct exchange of size, colour or model for orders placed online.
If you would like a different item, please return the product concerned and then place a new order on our website.
Sale, Archives and promotional items
Items purchased during sales, private sales, Archives or other promotions may be returned under the same conditions as other items.
Orders delivered outside the European Union
For orders shipped outside the European Union, customs duties or taxes may be applied depending on the destination country.
In the event of a return, any duties, taxes or fees charged by customs authorities are not necessarily refunded by BellePaga.
We recommend that you check with your country's customs authorities regarding any possible arrangements for the refund of these fees.
A question about your return?
Our customer service is available to you:
client@bellepaga.com
Please remember to include your order number so we can process your request more quickly.