FAQs

WHAT ARE SHIPPING TIMES AND COSTS?

Shipping cost on us. Free shipping for all product purchase and since all of our clothes are custom-made, please allow 2 week for your order to be processed and 1 weeks for shipping.

WHAT PAYMENT METHODS CAN I USE?

WHAT IS YOUR EXCHANGES, RETURNS AND REFUNDS POLICY?

Returning & Replacement & Refund


1.Item that doesn't match the description

A) Lack of functions:
Definition: Received a defective item.
If you have received a defective item, we recommend you to log into your account and open a dispute within 24 hours of delivery.
When submitting the ticket, please provide your order number, a description of the defected item and add a few pictures. Please make sure to submit a ticket before returning anything so we can process the return for you and provide you information for the return.
Our customer service staff will reply you within 48 hours of receiving the message.

B) Colors not as described:
Definition: This refers to the case that the color of the item you have received is not as described as in the image and the product description.
Please notice that there might be a slight color difference between the product picture on our website and the actual product due to different monitors settings. We are committed to presenting the true appearance of the product, including its color.
But sometimes the color difference is inevitable. We are grateful if you can understand and accept the slight color difference.
If there was a large color gap between the actual product and the color displayed on our website. You can return or exchange. Please take pictures of the product under natural daylight. Be noticed that not to take any pictures under nighttime lighting or under intense sunlight. These extreme conditions can cause unrealistic appear of the picture.
With the pictures you can log into your account and open a dispute within 24 hours of delivery.
When submitting the ticket, please provide your order number, a description of the item with color issue and add the pictures to show the color problem. Please make sure to submit a ticket before returning anything so we can process the return for you and provide you information for the return.
Our customer service staff will reply you within 48 hours of receiving the message. Please notice that any item that has been used does not qualify for a return. Please return it with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way.

C) Sizes not as described:
Definition: The sizes of the item you have received do not match the product description. The sizes refer to the standard dimensions internationally recognized, or the measurement units converted from the standard dimensions. As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately one inch in either direction of the specified measurements.
A perfect-fitting dress starts with perfect measurements. Before ordering a made-to-order dress from BellaKemis, we strongly encourage finding a professional local tailor who can help you measure accurately.
When submitting the ticket, please provide your order number, a description of the item with size issue and add a few pictures to show the size problem. Please make sure to submit a ticket before returning anything so we can process the return for you and provide you information for the return.

Our customer service staff will reply you within 48 hours of receiving the message. Please notice that any item that has been used does not qualify for a return. Please return it with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way.

D)Mis-shipped products:
For mis-shipped items (item shipped was not item ordered), or the material of the dress is not as same as what you demand.
Please contact customer service by submitting a dispute on our site within 24 hours of delivery.
Customer Service Email: customerservice@ethiobella.com

E) Material does not match the description: customerservice@ethiobella.com
If the material of the dress is not the same as the product description, and you want a refund, please contact our customer service center at customerservice@ethiobella.com
The most important thing is to provide us enough evidence to prove it.


2. Order Cancellation


A) How to cancel an order that hasn't been paid?
If your payment of an order has not been made yet, you may cancel it by clicking "Remove " in your account cart at bellalkemis.com.


B) How to cancel an order that has been paid?
Orders canceled within 24 hours since paid will get full refund.
Orders canceled within 24-72 hours since paid will get 60% refund of total amount. Orders canceled after 72 hours since paid before shipment will get 40% refund of total amount.
Once an item has been shipped, order cannot be canceled and no refund will be allowed.