Help Centre

General

Q. I would like to view the Bella Loco range

Bella Loco is an award winning Interior Design Firm that selects the best products from around the world taking the hassle out of time-consuming store visits and for that reason we do not have a showroom or brick and mortar store. Shop with confidence at Bella Loco as all new products are backed with a 30 Day Money Back Guarantee and 12 Month Warranty.


Q. I bought a Bella Loco product some time ago. If I buy the same item now, will it be identical to the model I currently have?

Each Bella Loco product is made by craftsmen, using techniques involving a lot of manual work. So it is expected that there will be differences in appearance between pieces of the same model, so this fact can’t be considered a manufacturing defect. For this same reason all products are not the same as each other and small variations occur.


Q. Do you offer discounts for bulk purchases?

Yes, we do! For queries relating to bulk purchases please email our Design team at analisa@bellaloco.com


Q. How can I find information on a specific product?

Every product listing on our website contains all dimensions and weights which can be found underneath the product image and pricing. Some products have a variety of dimensions and finishes and we can’t display all pricing options, please contact us to discuss your custom piece.
If you have a specific question relating to a product that isn’t answered in this section, please email us at analisa@bellaloco.com with the product name and query and we will get an answer for you.


Payment & Purchasing

Q: What payment methods are accepted?

We offer payment via Direct Deposit, PayPal, or Credit Card (Visa, MasterCard, AMEX) with surcharge.


Q: Prices on the website

Prices shown on the Bella Loco website are in USD and do not include any delivery charges, customs duties and taxes which you may be liable for. These can be added individually to each customer’s products and will vary from country to country. The delivery country’s VAT/customs duties, taxes or transportation costs are not included.

Bella Loco reserves the right to change at any time the prices, specifications or discontinue any of its products.

Pricing variations occur when more than one variation of the product is available, this allows for custom finishes and sizes. The price indicated is normally the lower end of the pricing scale for that series of items. Contact analisa@bellaloco.com for further pricing options.


Q: Do you require payment in full before you can dispatch my order?

Yes, we can only dispatch an order once payment has been received in full. Please keep this in mind if paying via bank deposit, as your order will be held until funds are processed.


Q: If I purchase a Bella Loco product, will I be supplied with a Tax Invoice?

Upon placing an order you will receive an Order Confirmation email that is valid as an Invoice, this invoice may or may not meet your taxation requirements.
If you misplace your invoice please feel free to get in touch with us at analisa@bellaloco.com with as many order details as you can provide. This is so we can locate your original invoice in our records and send you a new one.


Q: Is it safe to make Credit Card payments online?

The Bella Loco website uses SSL Encryption PayPal and NAB Transact.
All payments made on the Bella Loco website are processed by the eWay Payment Gateway which is highly reliable and secure.



Order & Delivery Information

Q: Can I cancel my order?

After orders are confirmed by deposit or full payment, there are no cancelations.


Q: How much does shipping cost?

Shipping costs are calculated based on the weight and volume of the order and the delivery destination. Each customer will be contacted directly about the cost and specific instructions related to the delivery.
Please note that for addresses that require barge or off-mainland access, such as islands, there may be extra costs not shown at checkout.

Q: Where can we deliver?

We deliver all our products to any location on Earth.
Please note that our carriers do not deliver furniture and home products to PO BOXES, so please ensure you give your full delivery address at checkout.


Q: When will my order be shipped?

Most in stock products are usually shipped within 72 hours of payment, and will be conveniently delivered to your home, site or office. If the products are not available for immediate shipping, the shipping availability will be shown on your invoices.
For items that are not in stock expect between 5- 12 weeks prior shipment. Each item is hand crafted and the manufacturing times will vary for each product. Bella Loco will inform you of the expected delivery date prior to purchase.

Q: When will I receive my order?

It’s Bella Loco’s option to communicate to customers the Standard delivery times but only as non-binding indicative delivery times.
Deliveries take place Monday – Friday during normal business hours, excluding public holidays.
Air Freight: Generally 8-12 Business days for International Freight.
Sea Freight: Varies depending on the location; 21-35 days for the US, 28-40 days for Asia and Oceanic
Internationally, please confirm with the Design team, as shipping methods will vary delivery times.


Q: What if there is more than one product on my order?

Please check the dispatch date shown on your invoice for each product, to check the dispatch dates for each one.
If all products are in stock and marked as “In stock, usually dispatches within 3 days”, all your products will be sent in the same delivery. Otherwise, each product will be dispatched within the time frame or future presale date shown on the invoice.
If you have special delivery requirements or would like to delay delivery of some or all products, please contact us at analisa@bellaloco.com or leave a comment in the comments field at checkout, and we will contact you. There may be some extra costs for some special delivery requirements.


Q: How will my order be delivered?

We use carriers that are both convenient and cost-effective, including Auspost, Toll, UPS and Bluestar Logistics. We are confident that we offer the best value shipping rates possible.
Our couriers offer a door-to-door service, so please ensure that there will be someone available at the nominated delivery address to sign for your items and receive the delivery**. The service our couriers provide does not include taking the items inside, upstairs or in lifts, placement or removal of packaging.
** OVERSIZE ITEMS: Drivers will need assistance to carry items from the vehicle to the ground floor door of your home or building for any items designated as oversize (over 25kgs per box), as per OH&S requirements. To find out if your items are oversize, please see the Overview & Specifications section on the product page. For delivery addresses that have limited access or are not on the ground floor, we suggest getting the help of family, friends or a neighbour to assist bringing your items inside.
For premium services that include a two-man delivery service, carrying and placement inside, and/or assembly, please contact us for a quote in advance of ordering.


Q: Do I have to be home to receive my order?

If you cannot be available to accept your delivery, you may contact the courier directly to provide them with an ‘Authority to Leave’ the goods unattended, this will however void your warranty and neither Bella Loco nor our courier can be held liable for any loss, theft, or damage to your item once delivered.
For smaller items that are sent with Australia Post, if you are not available to accept delivery, the driver will leave a card at your premises and your order will be taken to the nearest Auspost centre for you to collect. Australia Post will also not be able to change any delivery information, including the delivery address or add an Authority to Leave, once the item has been dispatched.


Q: How do I track my order?

Once your order has been shipped, you will receive an email with your tracking details, and instructions for how to track your order if tracking is available. For any queries relating to tracking, please email analisa@bellaloco.com


Q: What happens if my order is lost or damaged in transit?

While we use the best carriers, on very rare occasions, products can be lost or damaged in transit. Your item is fully insured and we will ship a new item.
In case of product presents defects due to damage on the packaging during transport or manufacturing defects the consumer shall report this fact in carrier documents, and Bella Loco should be informed within 48 hours by e-mailing a copy of the carrier’s documents, with a description and photographs of the damage and the conditions under which the products and packaging were delivered by the Carrier.
(If your item arrives damaged, please contact us and we will assess the damage in accordance with our warranty policy.)
The return of any piece can only be made after written permission from Bella Loco, using the original packaging and with the instructions received in the meantime.
Bella Loco products are made by order. Considering this condition, Bella Loco reserves the right to not accept returns in case of the absent of any manufacturing defects.


Q: Can items be picked up?

Bella Loco products are not available for pickup.