Frequently Asked Questions

Why is Curb-side pickup/ Free Local Delivery not showing as an option at checkout?

We are now using a new system that will only allow you to select a location for curb-side pickup if all of the items in your order are in stock in that store location! This has allowed us to decrease order turn-around time significantly as we do not need transfer stock from our other locations. If no curb-side pickup option is showing at checkout, that means that your order contains certain items that only one store has & other items that only the other location has as well (so neither store can fill the order in it's entirety). 

To avoid encountering this issue at checkout - we have a new feature on product pages that will allow you to check if an item is available for pickup at your closest store! If you click on "View store information" on a product's page, a side menu will pop up showing the availability of the item in both locations!

If the option for free local delivery is not showing at checkout - this means that one or more of the items in your cart are not available in our Caledonia store, which is our delivery hub! You can check the availability of each product by store using the method listed above to ensure all items are available to be packed from our delivery hub to avoid any issues!

*While there may be some items only available at one store, we are doing our best to ensure our store's stock is as similar as possible to make online ordering for curb-side a breeze!

An item I would like is only available in the store furthest from me. Can you bring it to your other location for me to pickup?

Unfortunately at this time we are unable to facilitate transferring stock between our two locations! Our system offers no way to track/facilitate these transfers, which means they must be done manually and can lead to errors in our customer orders and inventory levels.

My item is available but it does not show me Local Delivery option at checkout. Why? 

If your order hits the minimum of $30 and all items are available in Caledonia (our delivery hub) you may not see the delivery option if you are using "Shop Pay" or "Apple Pay" . These two features do not work well with our Local Delivery software. Instead of selecting one of these two methods, if you use the 'checkout now' this should allow you to see and select local delivery. 

Why is it charging me shipping twice? 

If you selected items that are only located in our 2 different stores, both stores need to create a shipment to send it out. Therefore the system will charge it twice as it goes out in 2 deliveries. If you want to incur only one shipping charge, check your product availability on the product page and choose items that ship from the same location. 

When will my order be ready? 

We strive to pack orders as quickly & efficiently as possible! We operate with a very small team, so please be patient with us! We process orders in the order in which they come in - during busier seasons when we are dealing with a larger volume of orders, it make take up to 2 business days before your order is ready for pickup! If it has been more than 2 business days and you have not recieved a notification that your order is ready for pickup - kindly check your junk folder, as pickup notifications may sometimes end up there!   

For more information about curbside pickup & delivery - please reference the following page: https://bella-coop.com/pages/free-local-home-delivery-info

                                                                                   

Refunds

We ask that you choose your online purchases carefully and check measurements. However, in the event you need to return an online purchase, we will be happy to assist you and offer a refund if the item was regular price,  is unused and in the same condition it was sent to you. Contact us at team@bella-coop.com should you wish to return an item. Shipping will be at your cost but please contact us first so we can provide you with the information you require to ship back to us. PLEASE NOTE, ALL SALE ITEMS ARE A FINAL SALE.

                                                                                     

 How can I pay by E-Transfer/

Should you check out using the E Transfer payment option, please send your payment to team@bella-coop.com as soon as you submit your order. (No password neccessary) Your order will not be processed until your E Transfer have been received and this could result in delays with your order or the inventory no longer being available. If we have not received your E Transfer within 24 hours, your order will cancelled. thank you for your understanding. 

How do I redeem my Loyalty Points Online? 

For all questions pertaining to our Loyalty System, please visit the following page for in-depth answers for questions regarding earning & redeeming loyalty points: https://bella-coop.com/pages/very-impoartant-lovelies-reward-program 

Redeeming 'In store' physical Gift Cards Online 

As of the new year, we have transitioned into a new system that requires new giftcards! If you have giftcard that was purchased prior to January 2021, you may receive a message at checkout stating that the gift card code is invalid! If this occurs, please add 00 to the end of the 6 digits and this will allow you to redeem your gift card! 

Happy Shopping! 

Instagram Live Giveaways/Contest.

During many of our Instagram "Lives", we like to reward and spoil our lovely customers and will often have a give away or contest for a Gift Card. This is either a Gift Card at a set value or a Gift Card valued at the purchase price of your order, to be determined and announced during each live. You will automatically be entered into our random draw should you place an order within 15 hours of our Live. Winner will need to answer a skill testing question. 

Should you wish to enter without making a purchase, please mail us an 'entry form*' to 17 Argyle Street North, Caledonia, Ontario, N3W 1B6. There is a limit of one entry per Instagram Live giveaway. Your form should contain your full name, phone number and email address and an indication it is an entry for the next Instagram Live giveaway. We will include your entry on the next Instagram Live draw after receiving it. Only one entry per mailing is allowed for a maximum of one entry per draw. Should you enter on a week where the prize is a Gift Card in the value of the customer purchase, and be selected a winner, the Gift Card will be based on the average order size during that set 15 hour time period. Winner will be announced on the Friday by end of day during any giveaway week.