FAQ (Frequently Asked Questions)
1. Ordering & Payment
Q1: How do I place an order?
A: Select the items you would like to purchase on our website, add them to your cart, and follow the checkout instructions to complete your order.
Q2: What payment methods do you offer?
A: Available payment methods are subject to what is displayed on the checkout page, and may include credit cards, third-party payment services, or other supported options.
Q3: Can I modify or cancel my order after placing it?
A: Once an order is confirmed, it enters the processing workflow and modifications/cancellations may not be guaranteed. If you have special circumstances, please contact customer service as soon as possible for assistance.
2. Shipping & Delivery
Q4: When will my order be shipped?
A: For regular items, orders are generally shipped within approximately 2 business days after payment is completed (excluding the order date). For customized or special items, production and shipping times will be based on the information stated on the product page.
Q5: How long does delivery take?
A: Actual delivery times depend on logistics operations and delivery regions, and may be delayed due to weather, holidays, or force majeure circumstances.
Q6: Is there a pickup deadline for convenience store pickup?
A: Yes. Please collect your parcel within 5 days after it arrives at the convenience store. If the parcel is returned due to failure to pick up within the specified period, related losses and re-shipping fees will be borne by the customer.
3. Products & Inventory
Q7: Will the product look different from the photos?
A: Product images are for reference only. Slight differences may occur due to lighting or screen display settings. The actual product received shall prevail.
Q8: What happens if an item is out of stock?
A: If we are unable to fulfill an order due to inventory discrepancies or force majeure circumstances, we will notify you and arrange an order cancellation and full refund.
4. Returns & Exchanges
Q9: Do I have a 7-day inspection period?
A: In accordance with the Consumer Protection Act, consumers are entitled to a 7-day inspection period starting from the day after receipt of the product (this is not a trial period). Certain items may be legally exempt from the inspection period and are not eligible for return or exchange.
Q10: When are returns not accepted?
A: Returns may not be accepted if the product has been used, if the item is legally exempt and has been unsealed, if packaging is incomplete, if the request is made after the inspection period, or if the return is deemed inconsistent with normal and reasonable consumer behavior.
Q11: How do I request a return or exchange?
A: Please contact customer service within the inspection period and provide your order number, product name, reason for return/exchange, and relevant photos. After verification, we will assist you with the next steps.
5. Account & Information Security
Q12: Will you ever ask for my banking or credit card details?
A: No. BÉLLE MADAME will never request your bank account details, credit card information, or ask you to operate an ATM/online banking via phone calls or text messages.
Q13: How can I keep my account secure?
A: We recommend changing your password regularly, avoiding logins on public devices, and staying alert to unknown calls, links, and suspicious messages.
6. Other Questions
Q14: How can I contact customer service?
A: If you have any questions, please contact us via the customer service channels listed on our official website. We will respond as soon as possible during business hours.
Reminder: BÉLLE MADAME reserves the right to interpret, adjust, and update orders, product information, and related policies. The latest information published on the official website shall prevail.
