RETURN PROCESS

RETURN PROCESS

Please follow the steps below carefully to ensure your return is processed smoothly and without delay.

Important: Do not send any items back without receiving written approval from our team. Unauthorised returns will be rejected and cannot be refunded.

Step 1 — Submit a return request: Contact our customer service team via our online message board or at help@thebella.kr . Include your order number, the item(s) you wish to return, and a brief reason for the return.

Step 2 — Await approval: Our team will review your request and respond within 1 business day with either an approval confirmation and return instructions or a reason for denial.

Step 3 — Package and ship: Once approved, securely repackage the item(s) in their original packaging. Ship the return using a trackable courier of your choice. We recommend insuring the package for its full value.

Step 4 — Share your tracking number: After shipping, provide your return tracking number to our team within 7 days via the message board or email. Returns without a tracking number cannot be guaranteed.

Step 5 — Inspection and refund: Once we receive the return, we will inspect the item(s). If approved, your refund will be processed within 5–7 business days.

1. RETURN ELIGIBILITY

Return requests must be submitted within 14 business days from the date your order was marked as delivered. Requests received after this window cannot be accepted.

• Items in original, sealed, and unopened packaging
• Items reported within 14 business days of delivery
• Items that are unused and unmarked
• Wrong item sent by Bella LLC
• Items that arrived defective or damaged in transit

2. NON-RETURNABLE ITEMS

For hygiene and safety reasons, the following product categories cannot be returned regardless of condition or circumstances:

• Opened skincare & serums — Cannot be resold once the seal is broken due to contamination risk.
• Promotional or gifted items — Free gifts and promotional samples are not eligible for return or exchange.
• Discounted / sale items — All sale purchases are final unless the item is defective on arrival.

4. RETURN SHIPPING COSTS

Who covers the cost of return shipping depends on the reason for the return.

• Wrong item sent by Bella LLC — Bella LLC covers return shipping. Original shipping fee is refunded.
• Item arrived defective or damaged — Bella LLC covers return shipping. Original shipping fee is refunded.
• Change of mind / personal preference — Customer pays return shipping. Original shipping fee is not refunded.
• Ordered wrong item or size — Customer pays return shipping. Original shipping fee is not refunded.

Important note on free shipping orders: Even if your original order qualified for free shipping, a shipping fee was still incurred by Bella LLC on your behalf. If you return items from a free-shipping order due to personal preference, the original shipping cost will be deducted from your refund.

5. REFUNDS

Refunds are issued to the original payment method used at the time of purchase. Processing times vary by payment provider.

• Credit / Debit card — Refunded to original card. Estimated 5–10 business days (bank dependent).
• PayPal — Refunded to PayPal account balance. Estimated 3–5 business days.
• Shop Pay / Afterpay — Refunded to original payment plan. Estimated 5–7 business days.
• Store credit / Gift card — Refunded to store credit balance. Estimated 1–2 business days.

Partial refunds: If only part of an order is returned, the refund will reflect only the returned item(s), minus any applicable return shipping deductions. Original shipping fees are non-refundable unless the return is due to our error.

6. EXCHANGES

We do not process direct item-for-item exchanges at this time. If you would like a different product, we recommend the following process:

1. Return the unwanted item by following the return process above (if eligible).
2. Place a new separate order for the product you'd like.

This ensures you receive your desired item as quickly as possible without waiting for your return to be processed first. Our customer service team is happy to assist you with both steps simultaneously.

7. DEFECTIVE OR DAMAGED ITEMS

If your order arrives damaged, defective, or you received the wrong item, please follow these steps so we can resolve the issue immediately:

1. Document the issue — Take clear photographs of the damaged or incorrect item, including the outer packaging and any visible damage. We are unable to process claims without supporting photos
2. Contact us promptly — Reach out within 7 days of delivery via email at help@thebella.kr with your order number and photos attached.
3. Resolution — Depending on the situation, we will offer a replacement, store credit, or a full refund  including return shipping if required. We will never ask you to pay out of pocket for our mistakes.