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TOP QUESTIONS ASKED
If you can't find your question above, try it in one of the categories below:
ORDERING QUESTIONS
SHIPPING QUESTIONS
RETURN/EXCHANGE QUESTIONS
MISCELLANEOUS QUESTIONS
Is ordering over the internet secure?
belle gray, Inc. is committed to protecting your personal and payment information. Our Web sites use Secure Sockets Layer (SSL) technology to protect the information sent to us when you place an order. Your order information is encrypted so that only belle gray can decode it.
Certain browsers and firewalls may prevent users from accessing a site using SSL. If you cannot access belle gray's secure server, please call us at 818-789-4021 to place an order.
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What are my payment options?
We accept the following:
- Visa
- MasterCard
- American Express
- Discover
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Will my credit card be charged immediately?
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.
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Are purchases on this website really tax free?
That's right -- shopping on belle gray website is tax free EXCEPT for residents of California (sorry, California, because it's our home state we must charge local taxes here).
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How do I track my order?
If you have questions or comments, please call customer service at 818-789-4021
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Will I get a receipt with my order?
Yes. Along with your e-mail receipt you will also receive a printed invoice with your package that can be used to return or exchange merchandise.
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Can you store my information so I don't have to enter it in each time I make a purchase?
Yes. Register with belle gray Online and we can store your credit card, billing and shipping information on our secure server to save you time during checkout. To get started, click "my account" at the top of the page and then click "register."
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Why didn't I receive an email confirmation or receipt after ordering?
An incorrect e-mail address may have been entered. If you have questions or comments, please call customer service at 818-789-4021 or click here to send us an email.
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Can I remove items from my shopping bag or do I have to start over?
Yes. You can remove items from your shopping bag at any time, prior to placing your order. To view your shopping bag, click on the link at the top of the page. To remove something from your shopping bag click the “Remove” button next to the item. To change an items quantity, change the number in the "quantity" field and click "change."
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How do I change or cancel an order?
belle gray prides itself on offering the highest quality merchandise. If you are not happy with your purchase, return the unused item in its original condition within 10 days and we will provide you with a store credit, less shipping costs. Please note that cosmetics, under garments, jewelry and swimwear cannot be returned. We do not provide refunds, store credit only. Items purchased in the store in LA cannot be returned via the internet. Cancellations and alterations of web orders can not be done via email - please call belle gray at 818-789-4021 to cancel or change an order.
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The website is slow in processing my order, what should I do?
We vigilantly monitor our website for errors and performance. First, make sure the problem is not on your end. Second, give it a few minutes and try again. If that doesn't help, please call customer service at 818-789-4021.
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Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud control we find something suspicious or out of the ordinary regarding your order, we will call or e-mail you to verify your information. Identity theft and credit card fraud are both rampant on the internet, and belle gray takes these issues very seriously.
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When will my order be shipped?
Orders will be shipped with either UPS or FedEx within 4 to 6 weeks of your order date.
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What's the difference between "Order Date" and "Ship Date"?
On most websites, "Order Date" and "Estimated Shipping Date" are not the same thing. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you selected 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Please take weekends and holidays into account when considering the ship date.
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What are your international shipping fees?
belle gray has partnered with Access USA to provide our international customers with an easy way to shop with us! If you live outside the US, please visit our partner and learn more about freight forwarding options! Learn more about Access USA shipping services by clicking here.
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My order hasn't arrived. What should I do?
If you have questions or comments, please call customer service at 818-789-4021 or click here to send us an email.
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Why didn't I receive a shipping notification?
An incorrect e-mail address must have been entered. Please please call customer service at 818-789-4021 and we'll fix the problem. AOL users, remember, there's no "www" in your e-mail address.
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If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from your package, please call customer service at 818-789-4021.
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Where do you ship to? Do you ship to PO boxes or APO/FPO addresses?
We ship to the U.S. However, for security reasons, we will not ship to PO boxes or APO/FPO addresses. You can use the Access USA service for shipping to all other countries.
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What is your return/exchange policy?
belle gray prides itself on offering the highest quality merchandise. If you are not happy with your purchase, return the unused item in its original condition within 10 days and we will provide you with a store credit, less shipping costs. Please note that cosmetics, undergarments, jewelry, apothecary, swimwear, sale items and special custom orders cannot be returned or exchanged. We do not provide refunds, store credit only. Items purchased in the store in LA cannot be returned via the internet. Cancellations and alterations of web orders can not be done via email- please call belle gray at 818-789-4021 to cancel or change an order.
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Where do I send my return/exchange?
Returns/Exchanges should be mailed to the address on our Hours and Directions page.
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How should I ship my return/exchange?
Pack and seal your return securely, in the original package if possible, and call customer service at 818-789-4021 as soon as possible. It is recommended that you ship your return with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD's.
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Can you e-mail me when new products are added to the website?
Yes. Register with belle gray and you can sign up to receive special e-mail updates of belle gray products, events and announcements. Click here to get started.
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I don't have a credit card, how can I order?
Please call customer service at 818-789-4021 to order by phone.
I don't know what to select for my friend/family member. Do you offer gift certificates?
Yes, we do! Click here to order!
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What is your privacy policy?
belle gray, Inc. will not sell or rent your personally identifiable information to any third party. We will only give your personally identifiable information to a third party when that party is participating in the fulfillment or processing of your order. That is, we may provide some or all of your personally identifiable information to our shipping carrier, credit card processor, fulfillment facility or any other party that requires that information to complete the fulfillment or delivery process. We have very strict guidelines requiring all third parties to keep any shared personal information confidential.
belle gray, Inc. will not provide a customer list to a third party for any reason other than for the fulfillment or processing of orders, as described above.
Information submitted through our User Registration form may be used by belle gray, Inc. for the stated purposes of occasionally emailing list members with site, store, product or other information regarding belle gray, Inc. and bellegray.com. Information submitted through this form will not be sold, rented or given to any third party for any reason.
The collected information is used by belle gray, Inc., or an agent that processes data on our behalf, only for the completion of the stated purposes.
Any information submitted to belle gray, Inc. via this Web site orwww.bellegray.com /www.bellegray.net email addresses is retained for an indefinite period of time. If you have any questions that are not answered above, or if you have other questions or comments, please call customer service at 818-789-4021 or click here to send us an email.
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