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No refunds or exchanges will be granted for any reason with the exception of receiving the wrong product. Please refer to the wrong item policy for further instruction.
Wrong Item Policy
- Recipient name, order number, as well as a screenshot of your order summary.
- Also, include a photo upload as a source of proof that the wrong item was received.
Sometimes, items may become unavailable after you check out. We'll proceed with preparing your order so that you receive the rest of your items on time.
Your payment method will not be charged for the unavailable item. If the item became unavailable before we could prepare you order, you'll see a "We're sorry we are unable to fulfill your entire order" message in the Order Details. The unfulfilled items will also appear in your Delivery or Pickup Confirmation e-mail under a section titled Unavailable Items.
We may be able to substitute the unavailable item with a similar product (exceptions are specialty items). If your item was substituted, you'll see item was substituted on the Delivery or Pickup Confirmation e-mail and you can review the substituted items on the order details page. In most cases, you will not be charged for the original item or the substitute.
If your payment method was charged for an item you did not receive and the order details show that the item was sent, please email@example.com for details on how to open a case.
If the carrier has deemed that your order has been delivered to the address on file, but you have not received it please check your leasing office and/or front desk if possible. If your parcel is still not found please contact us via email at firstname.lastname@example.org for further instructions on how to file a missing package claim.
- Please note that when you place an order with BellaReina LLC you agree to follow the proper protocol in the event of a missing package case.
- WARNING: do not place a chargeback request before reaching out to our team, as this may forfeit your chances of receiving a refund.