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FREE EXPRESS DELIVERY ON ALL ORDERS OVER $200
DISCOVER THE SPECIAL SERVICES – ENJOY FREE SHIPPING & RETURNS

CUSTOMER SERVICE

Last UPDATED January 1, 2019

MACBELLA
When you shop at MACBELLA you’re shopping pieces from various designers and brands around the Europe, expertly selected for you by the MACBELLA team. Our brand and boutique partners are located everywhere from Stockholm to Paris, London to Athens, Milan to Helsinki and etc.– we only work with the very best in the business. Such business approach guarantees you a huge and unique range of pieces to shop around, from cool brands to the most interesting new designers. Within that range you’ll find unique styles that you simply won’t find anywhere else. We express ship from our partners to 50 states, so you’ll receive your order with high level service.

DO I NEED ACCOUNT TO PLACE AN ORDER?
Yes, You will need to create an account using a valid email address when placing an order online, this will allow you to log back in to view of your order history.

HOW DO I PLACE AN ORDER?
When you find an item you wish to purchase, simply select your color, size (IMPORTANT!as all of us are different, please make sure you know your size before selecting size, if you need assistance regarding size please contact support@macbella.com) and the quantity, then click ‘Add to cart’. You can continue shopping and add more items to your bag, or you can proceed to checkout.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards – Visa, MasterCard, Discover, JCB, Diners Club International and etc. Also you can pay with your verified PayPal accounts. For iOS users – we accepting Apple Pay. If you are using a prepaid gift card, you will need to register a billing address with the credit card company before placing an order.

DO YOU ACCEPT INTERNATIONAL CREDIT CARDS?
Yes, we accept majority of international credit cards such as  Mastercard, Visa, Discover, JCB, American Express and Diners Club International.

IS BUYING ON MACBELLA.COM SAFE?
Yes! Orders placed on our site are encrypted using SSL technology, the industry-standard authentication and encryption technology, to ensure your transactions are protected. With SSL implemented on both the client and server, information transmitted over the internet will remain unaltered and secure. If you have any concerns about placing your order online, please contact us support@macbella.com

DO YOU ALLOW CASHIER’S CHECKS OR MONEY ORDERS?
Unfortunately, we do not accept these forms of payment! We only accept major credit cards like Visa, MasterCard, Discover, JCB, Diners Club International,  American Express. Also we accepting verified account payments via PayPal and Apple Pay.

DO YOU CHARGE SALES TAX?
Yes, based on destination. If by law, there will be requirement to pay taxes and duties – the cost will be applied. For more details, please contact our support team support@macbella.com for assistance.

HOW DO I CHECK MY ORDER STATUS?
Once you have submitted your order, a confirmation email will be sent to the email address associated with your account. Orders generally take 1-3 business days for processing and may be subject to payment verification. To check the current status of your order or to view your order history:

  1. Sign In to your account.
  2. Select My Account at the top of the page. Then select Orders.
  3. Order details and status will be displayed.

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HOW DO I TRACK MY ORDER?
You will be sent an order confirmation email once your order has been received. A second shipping confirmation email will be sent once your order has been mailed, and it will include the tracking number for your package.

CAN I MODIFY OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
We work hard to process your order as quickly as possible. We recommend thoroughly reviewing all information prior to submitting your order. If your order is in a pending status, we may be able to make modifications, shipping changes or cancel your order. Please contact us immediately at support@macbella.com if you require an immediate change. Once an order has been processed, we are unable to change the contents of your order. Once an order has been shipped, we are unable to change the contents of your package or the method of shipping. Address corrections may still be possible depending on the destination of the package. Additional fees may apply.

HOW DO I GET A PROMO CODE?
We offer many promotional codes on our Facebook, Instagram and Twitter pages. We also offer a 10% promo code for customers who sign up for our email. Like, follow, and sign up now to be the first to know about our sales and promotions!

WHAT IF THE ITEM I WANT IS OUT OF STOCK?
See something you like that’s sold out? Usually when item is sold out, it means it’s GONE! For some items we make some exceptions, please contact us support@macbella.com for more information or assistance.

WHAT COUNTRIES DO YOU SHIP TO?
MACBELLA currently ships only to: United States and Canada

WHEN WILL MY ORDER SHIP?
Estimated shipping times: based on destination 5-10 business days.

Important note: Please note the day your order is processed and shipped is not counted as a day in transit. Weekends and holidays are excluded from processing and shipping times and every once in a while, we do experience heavy international shipping volumes, especially during the holiday season, so there can be some delays. Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch.

WHAT’S THE ORDER PROCESSING TIMES?
Please note that Order processing time must be added on to shipping times, to get the total time taken for you to receive an order upon placing it. Order processing time is between 1-3 business days, and is used to check your order for quality assurance, packing, printing of shipping labels, and forwarding it to our shipping company for dispatch.

DO YOU SHIP TO P.O. BOXES OR MILITARY APO/FPO ADDRESSES?
Unfortunately at this time, we regret to inform you that our shipping partners are unable to deliver to PO Boxes and/or APO/FPO military addresses. Please provide a physical street address to ensure that your items are delivered in a timely manner. If you provide a PO Box or APO/FPO military address, the shipment of your item will be canceled.

WHAT HAPPENS IF MY ORDER IS UNDELIVERABLE?
When a package is refused or undeliverable, the shipping company will charge MACBELLA for the return delivery cost. If you choose to refuse or do not coordinate pickup of the items you ordered, you will be responsible for return shipping costs. If you would like to have your package re-shipped, please contact us support@macbella.com to coordinate shipping. If you would like to cancel your refused/undeliverable order, you will be responsible for return

DO YOU ACCEPT RETURNS?
Yes, we do! All returned items must comply with our returns policy.

WHAT IS YOUR RETURN POLICY?
Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

  • We do accept returns postmarked within 30 days from the date your order was made.
  • Final Sale items cannot be returned, refunded or exchanged.
  • Gift cards cannot be returned or refunded.
  • Original shipping is non-refundable.
  • Refunds are issued to your original payment method. Refunds cannot be returned to alternate cards or different forms of payment.
  • Items must be returned unworn, undamaged and unused, with all tags attached and original packaging included.
  • If an item has a MACBELLA security tag or brand tag attached, it must be returned with the tag in its original position.
  • Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
  • Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.

Need assistance, please contact our support team support@macbella.com

WHAT’S THE RETURN PROCESS?
To return your item(s), follow the steps below:

  1. Sign In to your account.
  2. Select My Account at the top of the page.
  3. Select Return Request from the drop-down.
  4. Fill the Return Request form and wait for confirmation.

Within 24-48 business hours you will receive updates regarding further Return Process steps. We will guide you every step of the way!

WHAT’S THE REFUND PROCESS?
Once your return has been received and accepted by our partner, your refund will be completed via the original payment method within 5 business days, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label.

FAULTY ITEM
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service support@macbella.com as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.

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