FAQS

Product

How can I find out more information about a product?

Information for our products are available in their individual product pages. Uses, benefits, price, and full ingredients list are available in the individual product pages. If you have any questions, feel free to reach out to us!

Where are the products made?

All products are made in the USA with global ingredients.

Are your products cruelty free?

Yes!

How long can you use the product after opening?

Our products have a 1 year expiry after opening.


Returns & Shipping

I have a question about returns.

Click here to read everything about returns.

I have a question about shipping.

Click here to read everything about shipping.


Order Issues

Can I change the shipping address for my order?

We will be happy to change the shipping address for your order! Please email our Customer Care team by clicking HERE with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Unfortunately we are also unable to change your shipping address from a domestic US address to an International address, or from an International address to a domestic US address. Please note that changes to your order may be limited during periods of high order volume, including launches and promotions.

Can I change the billing address for my order?

Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

Can I change the email address to my order?

Yes! Please email our Customer Care team by clicking HERE with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address. :)

Can I modify my order after I’ve placed it?

No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!

Can I cancel my order after I’ve placed it?

Unfortunately, no. Once an order is placed, you are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!
 

I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email our Customer Care team by clicking  HERE with your order number and pictures of the following: the order packing slip, and the products you did receive. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap! 
 

I received the wrong item.

If you receive an incorrect order, we are so sorry for the mix up! Please contact our Customer Care team by clicking HERE within 14 days of delivery  with your order number and pictures of the following: the order packing slip, and a picture of the incorrect product.
 

I am missing item(s) in my order.

Please email our Customer Care team by clicking  HERE within 14 days of delivery with your order number and a list of the missing items. Please make sure to include a photo of the items you did receive and a picture of your packing slip. We will get back to you asap! **Discontinued items will be issued store credit for the amount paid.
 

I received broken item(s) in my order.

We do our best to get your order to you in perfect condition, but mistakes can occasionally happen. Please contact our Customer Care team by clicking HERE within 14 days of delivery so that we may help you further. Please be sure to provide photos of your broken items with a photo of the as well as the name of the affected items so we can best assist you! 
 

I received my package and have a problem!

We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. Please contact our Customer Care team by clicking HERE within 14 days of delivery so that we may help you further. Please note that you may be required to provide photos of your items.

Delivery

My package says delivered, but I didn’t receive it.

Sometimes USPS tracking information can be incorrect, and packages are marked as delivered before they actually arrive. Your package will most likely be delivered within a few days, but it’s great to check with your neighbors and/or post office for more information in the meantime! If you do not receive your order in a couple days, please email our Customer Care team, within 14 days of the last tracking update, with your order number and tracking information.
 

Do you combine orders?

Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address. Please note that orders cannot be combined manually by our team, and shipping fees for orders that may be combined by our system are non-refundable.
 

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!
 

My international tracking is not updating.

We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. Please note that international orders typically take 10 to 21 full business days to be delivered. Business days do not include weekends, or holidays. We do our best to ship orders to you as quickly as possible. Depending on your location, your order may take longer than 21 days for delivery due to courier delays, civil unrest, etc.
 

Can I have my order delivered to a PO Box address?

Yes! We do deliver to PO boxes. :)
 

Can my parcel be redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address. You should still be able to update your address on the USPS website, though! If your package returns to us due to an incorrect address, it will be canceled and refunded. We will notify you if this happens!
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Are there any known delivery delays in my area?

For more information on delivery delays worldwide, please reference the following link to view all USPS Service Alerts: https://about.usps.com/news/service-alerts/welcome.htm We also recommend visiting the website for your local post office for delays specific to your city! Please note,Bella Bella Co. is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country, etc.

How do I track the delivery of my order?

Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you. If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible. 

Can I Use A Mail Forwarding Service?

Yes! Keep in mind, though, that items shipped using a mail forwarding service are not eligible for replacements of any kind.

Return Policy

Bella Bella Co. reserves the right to refuse any returns at any time. If you wish to cancel an order prior to shipping, or have any questions, please contact our Customer Care team by clicking HERE. 


I need my refund redirected to a different account.

Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

What happens if my package is returned after it is shipped?

If you return your order to us:

Unfortunately, all sales are final. If you choose to return your order to us, the order will be refused at our HQ once it is determined to be an unauthorized return.

If your package was returned to us by USPS:

Unfortunately, we are unable to reship a package that is determined to be undeliverable by USPS. We are also unable to provide more detailed information as to why your order was returned by USPS.

You can use your tracking number to estimate when your package will return to us. We will issue a refund once we physically receive your order back at our HQ and confirm that your package was undeliverable. If you would like to purchase the same items, you will need to place another order. We apologize for any inconvenience this may cause!

Can I return my gift for a different item?

Unfortunately, we have a no return, refund, or exchange policy. We apologize for any inconvenience this may cause!

Technical

Do you have a phone number I can contact?

We currently don’t have a phone number for customer service inquiries, but we recommend taking a look at our FAQs to find answers to your questions/concerns. If you can’t find what you’re looking for or need help regarding your order, our Customer Care team will be more than happy to assist you! Please submit a request via our CONTACT US page. 

Delayed order confirmation emails

Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, however, don’t fret! Your confirmation email may experience a delay if your order was placed during a period of high order volume, such as an exciting new launch or promotion. If you have not received your confirmation email within 24 hours after your order is placed, please email our Customer Care team by clicking HERE.
 

How can I unsubscribe from your emails/newsletters?

You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our emailing list! If you change your mind later, you can still subscribe to our newsletters by signing up on our website or contacting our Customer Care Team! :)
 

I'm having trouble signing into my account.

If you received a message that says “Invalid login credentials”, this means your email address/password wasn’t recognized by our system. Double check to see if you’re using the same email address and password you registered with. If you can’t remember your password, click on the “forgotten password” link. It will ask for your email address and we’ll send you an email with a link that will let you create a new password.

What happens if my body butter melts during transit?

Simply allow it to resoldify at room temperature (away from the sun/windows) to solidify.