Modelle Luxe

DELIVERY FAQ's

What if an item on my order is out of stock?

If an item on your order is out of stock we will first contact you to notify you of the out of stock item and give you a new estimated delivery date. If you are happy to wait we will dispatch your entire order together in one parcel, if you wish to split your delivery will will send your order in multiple parcels. 

Where is my order?

If your expected delivery date has passed and you are still without your delivery then please contact our customer service team by emailing orders@belle-modelle.co.uk and we will try and help resolve the issue. 

Unfortunately we are unable to investigate any missing parcels after 28 working days.

Free delivery codes

Valid free delivery codes can be only be redeemed against our Mainland UK Standard Delivery service. They are not redeemable against any other delivery method and therefore are not valid on specialist courier items such as Large / Fragile items.

Free delivery codes are not eligible for use in conjunction with any other offer or promotion, including sale.

What if my order arrives and it is damaged?

Although we try our best to ensure that your order arrives in perfect condition, on rare occasions damages can occur during transit. If any part of your order appears to be damaged, please take a photo of the damage and email us immediately at orders@belle-modelle.co.uk and we will arrange for a replacement to be sent. Unfortunately we are unable to send a replacement without first being notified of the damage and supporting images being sent. 

FURNITURE

Before you place an order please contact us for a delivery cost to your post code area. Furniture delivery is currently ONLY available for Mainland UK at the moment. 

Returns & Refunds Policy

We hope that you are over the moon with your order but we understand that there may be an occasion where you need to return all or part of your order. 

We offer a FREE returns service (Excluding International Orders) and provide a returns label (included with your order). You simply need to attach this label to your returning parcel. 

We have detailed our return policy below, however if you have any further questions please email us at returns@belle-modelle.co.uk

All transactions, exclusions apply (see below)*

Returns to our website:

Full price items must be returned within 28 days after purchase or receiving your order. Sale items must be returned within 14 days. Unfortunately we are unable to accept returns that fall outside of these conditions, unless the circumstance is exceptional in which case a credit note will be offered. 

To be eligible for a refund, your item(s) must be unused and in the same condition that you received it. It must also be in the original packaging.

*Please note:

Several types of goods are exempt from being returned:

• Earrings- non-refundable for hygiene reasons, unless they are faulty
• Skincare & bodycare items - if the product has been used or the seal has been broken they are non-refundable
• Face masks / coverings - non-refundable for hygienne reasons, unless they are faulty
• Gift vouchers

We use Royal Mail to handle our FREE returns:

• Our free Royal Mail returns service is only available to UK customers, for parcels weighing under 20kg.
• Your parcel can be taken to your local Post Office to obtain free proof of postage.
• A pre-paid returns sticker is included in your parcel.
• Please add your name and order number to the returns form or we may not be able to process your return for you.

There are certain situations where only partial refunds are granted (if applicable):

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 28 days after delivery.

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Please allow up 10 working days for your refund to be processed. 

Klarna Refunds: Please note that there may be delay beyond our own refund time period if your order was originally placed via Klarna, this is due to the administration process of handling your return.

Late or missing refunds (if applicable) 

If you haven’t received your refund after 10 working days of receiving a refund notification, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at returns@belle-modelle.co.uk.

Sale items (if applicable) 

Sale items must be returned within 14 days to be eligible for a refund.

Exchanges (if applicable)

Should you wish to exchange an item, please contact us first at returns@belle-modelle.co.uk so that we can check that the item you require is in stock. Please note that we can only exchange an item for the same style in a different size, and we are only able to do so for UK orders.

Gifts 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we are obliged to send the refund to the gift giver.