Got Questions? I got answers

Do you have any questions? Check out our Frequently Asked Questions below.
If you still need help please feel free to contact me here.

FAQ

Shipping

How do I get my eBooks?

When purchased, our trusted digital distribution partner, BookFunnel, will email you a web link providing immediate online access to your eBook products.

The online page at BookFunnel also offers instructions on how to download your product or deliver the file to your Kindle, iPhone, Android device, Nook or Kobo, or other device.

If you have any issues accessing your purchase or do not receive a download email, visit https://bookfunnel.com/help/.

Will my paperbacks and hardcovers be signed?

Yes! All paperbacks are hand signed by Bella. Ebooks are also electronically signed.

If you would like a specific personalisation, add it in the notes section of your order. If this is not done, your books will only come with Bella's signature.

Where do you ship?

We are excited to offer worldwide shipping for all available products. Each order will include a shipping quote at the checkout.

If items are added or amended after the order is placed, a new quote will be generated. This will need to be accepted before the adjusted order is re-confirmed.

I placed an order! Now what?

You will receive an email confirming your purchase, and we will get to work on packing up your items!

Once an order has shipped from us, you will receive an email notification with a tracking number.

My order is missing, can you help?

We understand that sometimes things don't work out right and parcels may be delayed or lost in transit. While we provide you with a tracking number, should you need any further assistance in locating your parcel, please contact us on store@bellafaust.com.

We will do our best to assist you in receiving your items in a timely manner.

Shipping Policy (Australia & International)

Within Australia

We use SENDLE to ship items.

All items are sent from Orange, New South Wales. This is a regional centre and adds to your delivery time as the package must return to Sydney before being sorted and shipped to the rest of Australia. Delivery times will vary depending on the postcode and state.

Once an item has shipped from our store, you will receive an email notification with a tracking number and how to track the item.

International Shipping

We use COURIER PLEASE (SENDLE) and AUSTRALIA POST to ship items internationally.

All items are sent from Orange, New South Wales. Delivery times vary depending on the country the items are being sent to.

The standard delivery time is 21-28 working days from the date of shipping.

Please allow extra time for delays due to customs and any applicable holidays.

Once an item has shipped from our store, you will receive an email notification with a tracking number and instructions on how to track the item. 

Bella Faust Romance is not responsible for any additional international custom fees. We do our best to ensure the items are marked correctly to avoid additional fees, however, customs decisions out of our control.

FAQ

Returns

Can I return my items?

Returns are available if the product is defective or not as described, and this is reported within seven days of receipt. This is applicable on an individual case by case basis only. Postage is paid by the returnee.

What if I change my mind?

Unfortunately, we do not accept change of mind returns. We apologise for any inconvenience this may cause, but we stand behind the quality of our products and believe that you will love them just as much as we do!

Oh no! My item has arrived damaged

Damaged items must be photographically documented, and reported via email with date and time stamps within seven days.
This is required as all items are sent with tracking and insurance.

This is applicable on an individual case by case basis only. Postage for returned faulty items is payable by the returnee and subject to approval by the store's insurer.

How long will it take to receive my order?

Standard domestic shipping normally takes 7-10 business days from the date of shipping, depending on the location it is being shipped to.

International shipping times depend on the products and destination (estimated at checkout).

Return & Exchange Policy

Faulty Returns

​We want you to be satisfied with your purchase but if the products are faulty, wrongly described or different from a sample shown, we’re so sorry! We will meet our legal obligations in the country in which the products were purchased.

Change of Mind Returns

Please note there is no returns on any item unless faulty.

If you change your mind about a product you purchased from us, we will refund the purchase price subject to the following conditions:

  1. Item(s) must be faulty, defective, or not as described.
  2. The items must not be personalised items or jewellery;
  3. Where possible all refunds will be returned to the original forms of payment, otherwise an alternative refund tender will be offered;
  4. Items must be in original sale condition (unworn, unwashed, or otherwise unused with original tags/labels attached);
  5. You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return; and
  6. Shipping costs may be refunded on faulty items only if the entire order is being returned and the customer provides proof of the shipping amount.
  7. Buyer is responsible for return shipping cost for change of mind returns

For returns, please contact store@bellafaust.com

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