F.A.Q

Your Account

Why do I need to create an account?

  • We have your details in case we need to contact you about your order
  • You’re able to view your order history including where an order is as well as re-printing returns notes and invoices
  • You can leave reviews and take advantage of our ‘save for later’ function
  • You can save your addresses for quicker and easier ordering the next time

I have forgotten my password - how do I log in?

We all forget passwords from time to time. Don’t worry about it. All you need to do is go to the login page, click the ‘Forgotten your password?’ link and put in your account email address in the box provided. Once you’ve pressed the ‘Next’ button, we’ll send a new password to your email address. If you’re still having problems, just give us a call.

How do I change my personal details or email address?

To change any of your personal details – name, contact details, password – log in to your account via the login page and click on ‘Change my details and password’. You can then make any changes you need to.

Ordering and Payment

How many items can I order?

As many as you want.

What payment methods can I use?

We accept payment via credit card and bank transfer.

Can I amend my order?

You can amend your order any time before check-out, but once your order has been placed, it cannot be changed.

Can I cancel my order?

No you cannot cancel your order / change mind, except it was our mistakes.

Delivery

Can I track my order?

Yes, you can track your order by logging your track ID on website http://www.21express.co.id.

What happens if I'm out when you deliver?

If you are not at home the parcel can be left in a specific place or with a neighbour, if you have asked us to do so when placing the order. Otherwise the parcel will be left in a secure place if one is available and the courier will post a card through your door telling you where your parcel has been left.
If a secure place can’t be found the parcel will be sent back to the sorting office and delivery will attempted again the next working day. The courier will make a total of three attempts to deliver the parcel. If they are unsuccessful the parcel will be sent back to our warehouse where a refund for your order will be processed.

My order has taken longer than four days to be delivered - why is this?

Your order may have been delayed due to an unforeseen delivery issue.

Returns and Refunds

What is your returns policy?

If you’re not happy with your item(s) or change mind, you cannot return them.
If the product that you order out of stock, than we refund your money. Please allow at least 7 days for the payment to be credited back to your account. This may take a little longer depending on how long it takes your bank/building society to process the payment.

Will I receive a notification when you have refunded me?

If you have ordered online, you will receive an email to advise that we have received your return and a refund has been processed.

My goods have arrived faulty, how do I get a refund?

If the product reject or we sent you wrong size / SKU, you can return it back to our warehouse maximum 3×24 hours by the moment you received the products. We will process to send back your order with the new products, including your delivery charge, once we have received the rejected one.

I bought a pair of shoes at their full price but the day after they went into the sale – can I get the difference refunded?

No. Once an item has been ordered the price is fixed for both home delivery and collect from store.

Website

Can I use gift vouchers online?

Unfortunately gift vouchers can’t be used online.

I have a promotional/coupon code, where do I enter it?

To apply a coupon code/discount to your order, the code must be entered into the coupon code field located on ‘payment’ page.

My promotional code has not worked on my home delivery order, how do I apply this?

Please check the terms and conditions of the promotion to make sure your basket is eligible for the discount and the discount code is still valid.
Once an order has been placed we are unable to add a promotional code to it. You can still return the goods to any of our stores with the voucher and they will refund the difference for you.

The item I want is out of stock, is there any way I can be told when it is back in stock?

If the product you want to buy is out of stock, click on the ‘notify me’ button which will show on the product page if we are expecting more in, and we’ll send you an email when the product becomes available.

Measurement

The shoe size I ordered, based on my measurements using the foot measuring gauge didn't fit. Why is this?

Measuring your feet at home using one of our foot measuring gauges is a good starting point to finding out your Bellagio’s shoe size.
However, the styling, construction or materials of individual styles can affect the fit.
For the most accurate measurement of your feet, help choosing a style and a full fit check we would always recommend visiting one of our trained fitters in store.

What is your returns policy for the foot measuring gauge?

If you wish to return the gauge to us, you may do so within 1 days of purchase. Providing the gauge is still in a resalable condition.

What do I do if I've bought the wrong gauge?

You can return the gauge or exchange it for the right one by return the items back to our warehouse within 1day after receive the items. But you must pay the delivery charge / delivery exchange. We will process it to sent back your refund once we have received your items.

Need More Help

If you have any further questions or you’d like to share your shopping experience with us, please contact us.

Phone: +62 31 5355533
Email: cs@bellagioshoes-fashion.com
Address: Jl. Jaksa Agung Suprapto 39-41 Kav.36 Surabaya 60272 Indonesia