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Frequently Asked Questions:
Where can I find your stores?
We have 7 stores nationwide:
Johannesburg: Sandton City
Johannesburg: Hyde Park Corner
Pretoria: Menlyn Park
Pretoria: Woodlands Boulevard
Umhlanga: Gateway Theatre of Shopping
La Lucia: La Lucia Mall
View our store locator here for details.
How do I know your product is not fake or grey?
Every product on our website is sourced from the official South African distributors. We do not deal in parallel or grey imports and every item is 100% genuine.
Is there a guarantee on your product?
Bella Luna, as an official retailer for every brand we stock, will uphold the guarantee provided with every brand. For any repairs or warranty related enquiries, please email us with your order number to firstname.lastname@example.org.
How long does it take to receive my order?
All items in stock will be dispatched up to 7 business days of receiving a cleared payment for the order.
Where do you ship to?
We ship all over South Africa, as well as Namibia, Botswana and Zimbabwe
What does shipping cost?
Bella Luna offers free shipping to anywhere in South Africa for all orders over R750. For orders that are below R750, there is a flat fee of R70.
Shipping to Botswana, Namibia and Zimbabwe is available - please contact us for a shipping quote.
Please note: Swatch and Tissot are not available for delivery outside of South Africa.
Click here for our full shipping policy.
What methods of payment can I use?
Click here for our online payment options.
What delivery methods can I choose from?
We offer FREE CLICK & COLLECT at our 6 stores nationwide. This often ensures a faster turnaround time and avoids you having to wait for couriers to deliver. You also have the option of getting the item gift-wrapped in store while you wait. When selecting this option, please wait for the store to call you before collecting as items may not be in the store at the time of ordering. Alternatively we will courier your order to you using one of the following courier services:
Click here for our full shipping policy.
How can I track my order?
As soon as a courier partner has been assigned to your order, and has been scanned into their hub, you will be sent a shipping notification email with a tracking link which you can track online.
What happens if an item I ordered is out of stock?
Although we do our best to ensure our stock levels are always accurate, there are instances where they are unable to locate an item in the warehouse. If this happens you will be contacted by our customer service agent to choose a substitute product, or alternatively you may choose to be refunded.
Can I return my order?
All orders, with the exception of earrings, can be returned within 7 days of receiving it, provided that the item is unused and in the same condition as receiving it. The shipping costs for returning the items are for the customer’s account.
Any item that is not in its original condition, is damaged or has missing parts, for reasons not due to Bella Luna’s error, will not be accepted.
Click here to view the full return policy or log a return.
Can I get an item repaired?
We do watch battery replacements as well as spring bars and strap replacements in all of our stores while you wait!
If an item purchased from us needs to be repaired, you are welcome to send the item to the Bella Luna Head Office. It will then be sent to our in-house jewellery and watch repair workshop. This process may take up to 4 to 6 weeks, depending on the repair. Please refer to our returns section for details of where the item needs to be sent (shipping fees are for the customer’s account).
How do I use a promo code?
Please enter the relevant promo code in the ‘Gift card or discount code’ box at the checkout screen. Your discount will then be automatically applied. Only one promotion or discount code can be redeemed at a time and promo codes are not valid on sale items.
Customer service contact and hours
Our customer service department is available from 8:00am - 4:00pm, from Monday to Friday. To contact us, either fill in the form online or email us on email@example.com and we'll get back to you as soon as possible.
Alternatively please call us on 011 089 6007 or use the live chat function (when available).
Where do I sign up to your newsletter?
Click here to join our newsletter database, and be the first to know about new launches and promotions.
You also get 15% off your first order for signing up!*
(*Discount cannot be used in conjunction with any other offers).