FREQUENTLY ASKED QUESTIONS
ABOUT US
Who runs this store?
Bella Taylor - New York is a trading name of DMSam Group LLC, an
independent retailer registered in the State of Wyoming, USA (Company
No. 102921016), with a registered office at 30 N Gould St, Ste R,
Sheridan, WY 82801. We sell our own curated collection and are not
affiliated with any third-party brand.
How can I contact you?
Email us at support@bellataylor-newyork.com or use the form on our
Contact page. Our customer service team is available Monday through
Saturday and we reply to every message within 24 hours.
ORDERS
How do I know my order went through?
You will receive a confirmation email with your order number within a
few minutes of checkout. If it does not arrive, please check your spam
folder and then contact us.
Can I change or cancel my order?
Yes, as long as the order has not shipped yet. Email us with your order
number as soon as possible and we will do our best to catch it. Once an
order has shipped it can no longer be cancelled, but you can still
return it under our 30-day return policy.
I entered the wrong shipping address. What do I do?
Contact us immediately with the correct address. If the order has not
been dispatched we can update it. If it has already shipped, we are
unfortunately unable to redirect the parcel.
PAYMENT
Which payment methods do you accept?
We accept credit card (AMEX, Mastercard, Maestro, Visa), Apple Pay,
Google Pay and Shop Pay.
What currency are your prices in?
All prices are shown in US dollars (USD). The price on the product page
is the price of the item and does not include any customs duties that
may apply.
When am I charged?
Your payment method is charged at the time you place your order.
Is checkout secure?
Yes. All payments are protected with SSL encryption and processed by
our payment provider. We never see or store your full card details.
SHIPPING
Where do you ship?
We ship to addresses across the United States.
Who ships my order?
Our orders are fulfilled by our manufacturing partners abroad and
shipped directly to you, instead of from local stock. This is what
allows us to offer our collection at prices well below traditional
retail.
How long will my order take?
Orders are processed within 1 to 2 business days. Delivery usually
takes 7 to 12 business days after dispatch. Orders placed on Friday
afternoon or over the weekend may take a little longer to process.
How much does shipping cost?
Shipping is completely free on all orders, with no minimum order value.
Can I track my order?
Yes. As soon as your order is dispatched we email you a tracking link
so you can follow your parcel.
What if my order is delayed?
If we cannot ship your order within the time frame shown at checkout,
we will email you with a new expected date and you can choose to wait
or cancel your order for a full refund. You never have to wait
indefinitely for an order.
Why did my order arrive in more than one package?
When an order contains several items, they may be dispatched separately
and arrive on different days. This never costs you anything extra.
My order has not arrived. What should I do?
First check your tracking link. If there is no tracking movement for 6
business days, or your parcel is more than 3 business days past the
estimated delivery window, email support@bellataylor-newyork.com with
your order number and we will trace it with the carrier. If a parcel is
confirmed lost, we will send a replacement or refund you in full — your
choice.
CUSTOMS AND IMPORT FEES
Will I have to pay customs duties or import fees?
Possibly. Because our orders ship internationally, US Customs may
charge duties or import fees on your parcel. US rules changed in 2025
and duty-free treatment for low-value shipments no longer applies, so
these charges can apply even to smaller orders.
Are those fees included in the price I paid?
No. Any duties or import fees are set by US Customs and not by us. They
are not included in the price at checkout and are the customer's
responsibility. The carrier will normally collect them before or on
delivery.
What if I refuse to pay them, or my parcel cannot be delivered?
Customs duties are set by US Customs and are the customer's
responsibility. If a parcel is refused because these fees were not
paid, we refund the value of the order minus the shipping costs we
incurred. If your parcel could not be delivered for any other reason,
contact us at support@bellataylor-newyork.com: we will review what
happened and arrange a new shipment or refund you for the items.
RETURNS AND REFUNDS
What is your return policy?
You may return your order within 30 days of receiving it.
How do I start a return?
Email support@bellataylor-newyork.com with your order number and the
reason for the return. We will reply within 24 hours with the return
instructions and the correct return address. Returns are shipped to our
international warehouse and the return postage is paid by you. Please do
not send anything back before contacting us — the address listed in our
Legal Notice is our registered office and is not a returns address.
In what condition do items have to be?
Items must be unused, unworn and in their original packaging, with any
tags still attached.
Who pays for return shipping?
Return shipping is paid by the customer, except when the item is
faulty, damaged in transit, or we sent you the wrong item — in those
cases we cover the cost.
Are there items that cannot be returned?
For hygiene reasons we cannot accept returns of swimwear, underwear or
earrings. This does not affect your rights if an item arrives faulty.
When will I get my money back?
Once we receive and inspect your return, we issue the refund within
7 to 10 business days to the original payment method. Your bank or card
issuer may take a few additional days to show it in your account.
Do you refund shipping costs?
Shipping is free on all orders, so there is no shipping cost to refund.
If you return an item by choice, you pay the return postage; if the
item was faulty or incorrect, we cover it.
Do you offer exchanges?
The fastest way is to return the item for a refund and place a new
order for the size or colour you want.
DAMAGED, WRONG OR MISSING ITEMS
My item arrived damaged or is not what I ordered.
We are sorry. Email us within 30 days of delivery with your order
number and a photo of the item and its packaging. We will arrange a
replacement or a full refund, at no cost to you.
Part of my order is missing.
Orders with several items are sometimes dispatched separately. Check
your tracking emails first; if a package is still missing after the
estimated delivery window, contact us and we will trace it.
PRODUCTS
How do I choose the right size?
Every product page includes a size chart. If you are between sizes, we
recommend going one size up.
Will the colour look exactly like the photo?
We photograph our products as accurately as we can, but colours can
look slightly different depending on your screen.
Where can I find materials and care instructions?
On each product page, below the description.
Is everything on the site in stock?
Availability is shown on each product page. If an item sells out after
you order it, we contact you immediately and refund you in full.
PRIVACY AND YOUR DATA
What do you do with my personal information?
We use it only to process and deliver your order, provide customer
support and, if you have opted in, send you occasional updates. We
never sell your data. Full details are in our Privacy Policy.
How do I unsubscribe or have my data deleted?
Every marketing email has an unsubscribe link. You can also email
support@bellataylor-newyork.com to request access to, correction of, or
deletion of your personal data.
Do you use cookies?
Yes, to keep your cart working and to understand how the site is used.
Details are in our Privacy Policy.
STILL NEED HELP?
Email support@bellataylor-newyork.com — we reply within 24 hours,
Monday through Saturday.