FAQ's + Other Information

What Do I Need to Know About These Products?

All of our pieces are carefully polished before being sent to you. However, as with most metals, some natural tarnishing will occur over time - copper in particular can dull quite quickly and may need regular polishing to keep it looking its best. Each order includes a care sheet to help you maintain your piece easily and cost-effectively.
Because of the materials used by Bo Belles, items may develop small scratches or marks through regular use - especially keyrings, as they come into frequent contact with keys and other objects in pockets and bags.
If you've chosen to add crystals or charms to your piece, these can also cause light surface scratches with use. Please note that we cannot accept responsibility for general wear and tear over time, as described above.

How Will My Order Be Packaged?

Each order comes beautifully presented in a colourful organza gift bag, with every item individually wrapped in tissue paper for added protection. All parcels are then securely shipped in padded, postable envelopes.

What Happens if My Order Gets Lost in the Post?

If your order appears to have gone missing, please note that under Royal Mail regulations, an item cannot be declared as "lost" until 15 working days have passed since posting. We do not issue refunds in these cases, but a replacement order will be sent out to you as soon as possible after this period.

Under What Circumstances Can I Receive a Refund?

Changed your mind? No problem! You can return any non-customised item within 14 days of receipt, provided it's in its original condition and packaging. We'll refund the item cost (excluding the original delivery fee), and you'll just need to cover the return postage.
Please note that any item with personalisation or customisation cannot be refunded simply because you've changed your mind.
Under current UK Distance Selling Regulations, Bo Belles is not required to offer refunds on customised pieces unless the item is faulty (not including issues arising from regular use) or if an error has been made on our part - for example, a misspelling or incorrect phrase compared to your instructions.
If a refund is due, Bo Belles will cover return postage and all replacement costs. Refunds for faulty items are processed within 7 days of receiving the returned item or proof of return postage.

Returns Information & Buyer Errors

Buyers should return any faulty items via Royal Mail postal service, and obtain a proof of postage to ensure they are protected in the event of loss during return transit.
Please double-check all spellings and phrasing when placing your order - we stamp pieces exactly as stated in your messages to us. If you spot an error, contact us as soon as possible. If your piece has already been made, we can only create a replacement at the buyer's cost.
If you'd like something changed that isn't an error on our part, return postage both ways (to and from us) will be the buyer's responsibility.

Your Right to Cancel

Personalised goods are exempt from the Distance Selling Regulations regarding the
"right to cancel." Once full payment is received, the order will proceed. However, if you change your mind, please contact us as soon as possible - we're happy to cancel your order if work hasn't yet started.
Please note that any order placed more than 12 hours ago and already in progress cannot be cancelled.

Other Important Information

We photograph all completed orders before dispatch for our records. These photos may be used for promotional purposes unless you request otherwise - just let us know before your order ships, and we'll delete your image after you've received your items.
Please keep all purchases away from young children, as small parts may pose a choking hazard.
We do not make or sell any items intended for use by very young children.
Although we list all metals used in our pieces, there is a very small chance that some components may contain trace amounts of nickel, which can cause allergic reactions in some people.

Bo Belles reserves the right to cancel and refund any order if necessary. This may occur if:
• An item has been priced incorrectly
• A stock error has occurred
• The requested personalisation conflicts with our business values (e.g., racist or        discriminatory wording)
• A customer behaves abusively in communications