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Returns information

Returns information banner

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. See here for an incorrect or faulty item or here for cancellations.

We understand that looking fabulous takes some trial and error so that's why you can return for a refund unworn 'tag intact' goods (keeping the item in ‘as new / received condition’) within 14 days for UK and 28 for international purchases – see below for exact details and conditions. Returns are processed once a week and usually on a Friday/Saturday. We don't use prepaid address labels - details on postage and packing plus proof of postage. One time exchanges are only offered to UK address customers for items UK£29+. For non-UK customers please pay for postage in a new order and return item for refund.

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.

IMPORTANT: Please ensure that you include at least the 'Return Authorisation Number' our system generates (or if you get stuck that we organise for you if you email us or leave exact details on our 24 hour answerphone) plus your full name inside the parcel on a scrap of paper. No need to send back any paperwork and please do not include any instructions - we won't see them as don't work in the warehouse and any instructions/requests must be within the return request made online. Here's the address but do read other details on this page too especially if you want to replace with another belt from us quickly:

Returns
Once Upon a Belt
Unit 4 Homelands
Ringwood Road
Three Legged Cross
Wimborne
Dorset
BH21 6QZ
United Kingdom

Requesting a return

When you request a return, you will be asked to choose the order and then select the individual items within the order that you will be returning. YOU MUST REMOVE ANY ITEMS THAT YOU ARE KEEPING from the return request. You will need to select either "Refund" or "Exchange" for each item and then enter the details, such as required exchange items, or reason for returning in the details box - this information must be conveyed online as we won't see any notes you include in the parcel. See the section below for more details on the process. Remember returns must be within return policy time frame and be sent in with the allocated returns number to identify them and to process them.

YOU HAVE AN ACCOUNT? If you have created a Customer Account on our site, please manage your returns from your Account page using the 'Product Returns' option in the left hand menu once logged in.

- OR -

CHECKED OUT AS GUEST? If you need to return an order or part of an order to us, you can do so using the Return item link in the top navigation, or you can simply click the button below to go there.

The Returns Management process

Once you submit the return request, we will authorise it by creating the "Return authorisation" sheet and allocating it a unique return number. We will email you and let you know when we have done this and at each stage of the returns process.

This sheet can be viewed and printed (you don't have to print it as we love trees we are happy if you just write your full name and the returns authorisation number on a scrap of paper) from the Returns Management system and contains the details for your return, along with a separate sheet with our returns information and an address label that can be cut out and stuck to the returned parcel. This is just an address label - we don't use prepaid labels. Customers will be responsible for the return postage costs as detailed in the The Consumer Protection (Distance Selling) Regulations 2000.

Please ensure that you include the 'Return Authorisation Number/Your full name' inside your parcel or the printed out 'Return authorisation' sheet in your returned parcel so that our warehouse staff know how to process the item when they receive it. If you don't have a printer or are unable to print the authorisation sheet, then please write your full name and return authorisation number on a separate sheet of paper and include it in with your return. If you do not do this, we can not be held responsible for processing the return for your order.

You can continue to add information to your return request until it is completed.

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

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 £3.95 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!

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-2015 if ordered Nov/Dec 2014) 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. Many UK customers choose just to use recorded post 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 £3.95 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 maximum. 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.

It is important to ensure you keep the goods in 'as received' condition – see advice above. When returning the item please include the returns authorisation number, your full name and send item to:

Returns
Once Upon a Belt
Unit 4 Homelands
Ringwood Road
Three Legged Cross
Wimborne
Dorset
BH21 6QZ
United Kingdom

Exchanges

CUSTOMERS WORLDWIDE (NOT UK): For exchanges, to secure the new or comparison item you want (which may not be available in your size - please check online) 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.

UK CUSTOMERS: 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 1st class. Organise your returns authorisation number as detailed above and tell us code of item and exact size you would like instead. When the warehouse processes the returns at end of the week we will send out the exchange in the next week. However if in a hurry please order the new item online, select 'UK free exchange' as the delivery method and enter the original order number (not invoice number) in the pop-up box that appears during checkout. The replacement/s will be sent out ASAP. Order by 1:30pm to be sent that working day. You may decide to pay for next day delivery instead of having the free Royal Mail 1st class we offer.

It is important to ensure you keep the goods in 'as received' condition – see advice above. When returning the item please include the returns authorisation number, your full name and send item to:

Returns
Once Upon a Belt
Unit 4 Homelands
Ringwood Road
Three Legged Cross
Wimborne
Dorset
BH21 6QZ
United Kingdom

Incorrect or faulty item

If a faulty or wrong item was sent, you must contact us before returning it. Whoops. We are really sorry and will make it right. Please contact customer services within 48 hours of receipt quoting your order number, your name and address, details of the product, any photos that tell the story 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 including the return authorisation number and FAULTY or INCORRECT written next to it in capital letters we will generate for you.

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]

Not only do we often receive unsolicited positive feedback about how much customers love their belt and our service, but also how impressed they are with how fast we process refunds compared to other ecommerce sites.”