Returns information

Is something not quite right?

If you have any problems or concerns whether before or after purchase, we’re always here to help so please do not hesitate to contact us. Every order includes a returns information sheet, returns slip and returns address label with advice on how to try on the belt and keep it in 'as new' condition.

Don't worry if it does not fit, does not look right on your figure or you just don't like it

We understand that looking fabulous takes some trial and error so that's why you can return for a refund unworn tag intact goods within 14 days for UK and 28 for international purchases – see below for exact details and conditions.

To avoid size issues and save money spent posting back and forth, please forget what your dress size or for men trouser waist size is and measure yourself with a tape measure over clothes at the level on your body where you will wear the belt.

Feel free to order more than one item to be able to make a comparison or if you can't decide what colour or size etc to go for. For UK orders there is a set postage of £3.49 and international orders shipping is calculated by weight in the shopping bag/checkout page.

Online shopping for a purchase as exacting as a belt certainly beats driving over to all your local shopping centre/mall, struggling to find parking or a working ticket machine, going from shop to shop to shop only to find they don't have what you need other than poor quality ugly belts and then having to head for the next town and do it all over again. Thank heavens for the internet we say!

On this page – all your frequent returns questions answered!

'Quick links':

• - Our standard policy
• - Key condition – keeping the item in ‘as new / received condition’
• - Postage and packing – proof of postage
• - Cancellations
• - Refunds
• - Exchanges
• - Incorrect or faulty item
• - Questions and feedback

Our standard policy

Our no quibble returns policy means that you may return unwanted items (excluding those sold as a bespoke order e.g. made/ordered in to your size or specific colour) in new, tagged and unused condition within 14 days from the date of dispatch (28 days overseas and by 14/Jan/2013 if ordered Nov/Dec 2012) and we will issue a refund (excluding postage). Your UK statutory rights are not affected.

By law according to the UK distance selling regulations you are entitled to cancel your entire order within 7 days of the order date. At Once Upon a Belt we give you longer to return your item because we know it is not always convenient to get to a post office to make a return and we want you to feel completely confident in ordering online.

Key condition of the goods being refunded / exchanged –
keeping the item in ‘as new / received condition’

• Products returned must be unworn with tag and security attachment intact and uncut if there is one.
• Avoid contact with perfume, deodorant, cosmetics, hairspray, water, bare skin (except for clean hands) and rough surfaces or sun exposure.
• When trying on an item please handle it with clean hands and delicately. If a belt, not forcing the buckle or putting excess strain on the belt so as to mark the leather or pull stitching.
• Please do not wear or use the item as it should merely be tried on/out to ensure fit and suitability. Only cut/remove the tags and wear/use the item when you are completely satisfied that you would like to add the item to your wardrobe.
• When storing an item or packing a belt to return to help keep it in as new condition try packing it as it was received – always use a box unless it was received in a jiffy bag. To protect the leather from being bent in the wrong direction (and from the buckle imprinting it), coil belts with buckle in the centre and outer leather on outside so it sits curved as it would be worn.

Postage and packing – proof of postage

With all returns inc exchanges, you are obliged to return the goods to us and pay the return postage. We know some catalogues build this into their margins but we don’t and this enables us to offer the products at lower prices. Unfortunately we cannot refund goods not received by us so it is advisable to check with your post office about insuring the parcel and to retain ‘proof of postage’ should you need to lodge a claim. Most UK customers choose just to use recorded post (extra 74p) as very few parcels are lost.

We ask you to send the products back to us in the original box or similar (if it came in a box – which is also good for the environment as we are very much pro-recycling) with filling materials or tissue to ensure they are not damaged in transit as the Distance Selling Act states that the customer is responsible for taking reasonable care of the goods until returned to the supplier.

Cancellations

You may cancel an order (has to be the entire order) and receive a refund including the standard rate postage and packing amount of £3.49 provided you contact us in writing or in another durable medium within the statuary cancellation period advising us specifically you wish to cancel. Please contact us immediately to arrange cancellation. All cancellations must be made either by email, letter or by using our contact form. The effective date of cancellation is the date on which you give notice of cancellation to us. In accordance with the distance selling regulations, the additional cost of express delivery over and above the standard cost of delivery is non-refundable as this is deemed to be part of a separate contract to the main order.

Refunds / Returns

If you paid for your order by card, your refund will appear on your next statement. Refunds are made to the card used for the order within 7 working days max (usually much sooner). Working days exclude Saturday, Sunday, UK bank holidays and company holidays. You will receive an email confirming the refund. If you used a discount code the refund will be for the amount including the discount. Please indicate the reason for return (this feedback can help us improve our service and selection) by including in the package a completed returns slip i.e. note with the item and also giving your name, address used for order plus order number if possible. Please send returns to (address label is provided next to returns slip):

Exchanges

For exchanges to secure the new or comparison item you want (which may not be available in your size) and in order to pay for the exchange postage cost, please make a new order online and return the unwanted goods for a refund. If we are sold out of a belt and do not expect to stock a similar belt in the near future the item is often hidden on the website to stop the website getting too messy. If the item to be exchanged was bought for UK£29+ we will send out one exchange parcel free to a UK address using Royal Mail 2nd class – order the new item online, select 'UK free exchange' as the delivery method and enter the original order number in the pop-up box that appears during checkout. The replacement/s will be sent out ASAP. It is important to ensure you keep the goods in 'as received' condition – see advice above. When returning the item please complete returns slip you would have received with the belt and send item to (address label is provided next to returns slip):

Incorrect or faulty item

If a faulty or wrong item was sent, you must contact us before returning it. Please contact customer services within 48 hours of receipt quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 14 days (28 days for international orders) from receipt of the incorrect or faulty item to return it to us. Products returned because they were incorrect or faulty will be refunded in full excluding any discounts applied at time of sale, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us BUT the return method must be agreed with us in advance of your returning the item.

Questions and feedback

If you have any questions or feedback please call us on +44 (0)1202 375 775 or email us at [Please enable JavaScript to view email addresses]