Refund policy
We want you to love what you buy from us, but we get it - sometimes it just doesn't work out. Whether you didn't like it, wish to exchange an item or received a damaged one, please always reach out to us by email: support@belmoura.com. We are here to make things right!
1. Returns
If you're unsatisfied with your order, contact us at support@belmoura.com and we'll do our best to help. Our return window is 60 days from delivery.
Please contact our support team first to initiate your return and receive the correct return address. Items returned to a different address may result in a delayed or denied refund.
The buyer is responsible for return shipping costs unless the item arrived damaged or defective.
Merchandise eligible for return must be:
- New, unused, and in original condition
- Inclusive of all original packaging and components at the time of return
- Accompanied by proof of purchase (order confirmation email or number)
- The crossbody strap must be included in the return package
- The dust bag is not a shipping bag — items must be returned in appropriate packaging
Used or damaged items that were not reported as defective upon arrival are not eligible for return and will be sent back to the customer.
2. Damaged items
We're incredibly confident in the quality of our products. On the rare occasion a product arrives damaged or defective, please email support@belmoura.com within 60 days of delivery with:
- A photo of the damage
- Your order number, full name, and address
By providing photos of the damage, we will be able to assess the issue and process either a full refund or free reshipment. No questions asked.
3. Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
4. Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@belmoura.com
5. Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@belmoura.com
6. Discount codes by email
Offers through email marketing are only valid on orders placed through the email(s). Special discounts can not be refunded on existing orders.
7. Shipping
The buyer is responsible for return shipping costs unless the item arrived damaged or defective.
8. Cancellations
If you need to cancel your order, contact us as soon as possible. Once an order is in our system we cannot guarantee cancellation. If we prevent dispatch you'll receive a full refund. If not, you can return the order using the process above.
Hours of operation: 9 AM - 8 PM (Monday - Friday) Email: support@belmoura.com