1. How do I contact Bellaray?
2. How do you deliver? When can I expect to receive my order?
3. How do I know my order has been received?
4. Can I monitor my order? Can I track it?
5. How is my gift packaged?
6. I would like to send Bellaray jewellery as a gift. Can I send to a different delivery address?
7. What kind of materials do you use?
8. Can you help with choosing the right size?
9. How do I return an item?
10. How do I cancel an item or exchange an item?
11. When will my account be debited?
12. How do I pay for my goods?
13. How do I get an item repaired?
14. Can I apply for a trade account?
1. How do I contact Bellaray?
Please go to the “Contact Us” page where you will find our customer service details, which includes our address, our telephone number and our email address.
Or alternatively get in touch on customercare@bellaray.com or call 0845 257 1880.
2. How do you deliver and what does it cost? When can I expect to receive my order?
All our delivery charges are per address so you can order more than one item, but only one delivery charge will be made. Additionally, all our items are sent out using a courier service that requires a signature on delivery.
Standard UK Delivery
Monday to Friday only, £4.95 per address. Please allow 2 to 4 days for delivery. Your package will be sent using Royal Mail Special Delivery which requires a signature. Something to think about - where will you be when your package arrives, you may like to have it delivered to your work address?
Express UK Delivery
Monday to Friday only, £9.95 per address. Please allow 1 to 2 days for delivery. If you place your order before 1pm on a weekday, it will be sent out the same day. This service also requires a signature so you may like to think where you will be when choosing the address to have your package sent to.
European Delivery
Deliveries to Europe (countries within the EU) £9.95 per address. Please allow 5 to 7 days for delivery. European deliveries require a signature so therefore please ensure that the address you provide is somewhere you are likely to be (home or work).
Rest of World Delivery
Deliveries to the outside of Europe cost £13.95 per address. Please allow 7 to 14 days. This service also requires a signature so therefore please ensure that the address you provide is somewhere you are likely to be (home or work).
3. How do I know my order has been received?
We always send an email confirming that we have received your order to the email address you provide. Please keep this email as it has your order reference number.
4. Can I monitor my order? Can I track it?
Yes, all orders are given a unique tracking number which allows you to follow the progress of your order and see when it will be delivered. We email this unique tracking number to you when we confirm despatch of your item. At any time you can enter this unique tracking number into a website address that is provided within the email, and this allows you to view the progress of your parcel's journey.
It can take 24 hours for a unique tracking number to be logged within the system. Please wait for 24 hours after receiving your unique tracking number, before contacting us, if you cannot see it on the system.
5. How is my gift packaged?
Everything single piece of Bellaray jewellery is sent out in exclusive luxury packaging. Each piece is wrapped in our crunchy white tissue paper, then securely placed in a rigid box and finished off with our exclusive Bellaray ribbon. See our packaging here.
6. I would like to send Bellaray jewellery as a gift. Can I send to a different delivery address?
Yes you can make an order to a different address but we do not send to PO Box numbers.
7. What kind of materials do you use?
All Bellaray jewellery is real. All the stones are real, as is the metal. Most of our designs use freshwater pearls and In a few designs we use sea-shell pearls. Sea-shell pearls are made from ground-down pearls. Layer upon layer of pearl dust is sprayed onto a nucleus to give a beautiful lustre. Each item gives a description of what it is made of so please check for each design. You can also view our Materials Guide to find out more about the materials we use. Or alternatively get in touch with us and we will provide all the information we can: 0845 257 1880.
8. Can you help with choosing the right size?
Yes, please click here to see our Necklace Sizing Guide. We can also offer general advice on sizes – just get in touch with us by phone or email.
9. How do I return an item?
We are happy to exchange or refund goods, up to 14 days from receipt of your order, provided they are returned in perfect condition, unworn and in their original packaging.
Please get in touch with us at customercare@bellaray.com or call us on 0845 257 1880. The cardholder who bought the goods must have the card details ready for this call and if you email us, please do ensure you include a phone number we can call you on.
We will give you a return authorisation number which you need to include with the name of the person who made the order, their telephone number and original order number.
We strongly recommend you obtain proof of posting when returning your items as we cannot accept responsibility for parcels lost in transit.
Please send to:
Bellaray Returns Department, 11 Hazelbury Close, Merton Park, London SW19 3JL
For hygiene reasons, we cannot exchange or refund pierced earring products.
10. How do I cancel an item or exchange an item?
If you want to cancel your order, please contact us. It may not be possible to stop your order if it has already been sent, so in this instance, please follow the instructions for 'How do I return an Item' in question 9 above.
Exchanges work in the same way. It will be faster to re-order a product rather than send it back for an exchange, so please follow the above instructions for ‘How do I return an Item' in question 9 above, while you order the product you would like instead. This will mean two transactions on your credit card but you will receive the product you want more quickly this way.
11. When will my account be debited?
Payment will only be taken from your account when the order has been despatched.
12. How do I pay for my goods?
We accept payment online or over the phone. Our online secure payment environment uses 128 bit encryption technology and includes our own digital certificate meaning you never leave our site. We accept debit and credit cards - Visa, Mastercard, Maestro, Switch and Solo.
13. How do I get an item repaired?
We repair items made by Bellaray. Please send your item, remembering to use an insured method for returning it to us at:
Bellaray Repair Department
11 Hazelbury Close
London
SW19 3JL
Please provide contact information and details of what has happened to the item.
14. Can I apply for a trade account?
Yes, if you are business customer. Please click here to fill in your details and we will respond shortly.
