Frequently Asked Questions

MY ORDER 

How do I place my order? 

Simply choose among the categories and subcategories on the website header, double-click on the product photo, choose the corresponding size, quantity, or color, and click on the "Add to Cart" button. You will be redirected to a new page to confirm your order and proceed to check-out.  

You will be redirected to a new page to enter your Customer Information, Shipping Details, and Payment Option. Enter your discount code, when applicable, to get your much-deserved discount on the total product cost.  

I’m so excited to receive my order! How can I keep track of my order status? 

After placing an order, you will receive an email notification that your order has been processed. Unfortunately, some of the shipping options won’t be able to provide a tracking number immediately. Kindly email our customer service support to ask for your tracking details.  

I changed my mind. Can I cancel or change my order? 

When you place an order, you have 24 hours to contact our customer service team and request a cancellation or modification.  

After 24 hours, we’ve already started working on your order and it will be too late to make any changes.  

To cancel an order, please provide all the details concerning the item/s you want to cancel as well as your order number. 

 To modify an order, please include the order number, style, size, and color, then specify the item you would like to exchange it for in your email and we’ll do our best to make it happen.  

I placed my order, but I have not received my confirmation email yet. What do I do? 

First, you can check whether it went to your primary email, social, promotions, or spam folder. If it isn’t in any of those folders, please contact our email support, to assist you in resending the order confirmation.  

Will my details be safe when I order from you online? 

Yes. Bentlibelle complies with the highest level of Payment Card Industry (PCI) standards to establish trust with all our customers. 

Can I place an order by phone? 

Unfortunately, we do not accept orders via phone as of this time. However, we have different platforms where you can find our product advertisements, but all of it routes to our website and special landing pages where you can order online 24/7.  

GENERAL 

How does Bentlibelle operate and offer such an incredible price? 

Bentlibelle is an online retail store for babies, toddlers, and kid’s apparel. We can address your needs at affordable prices because we have direct access to quality sources. Most of our manufacturers are US-based.   

OUR PRODUCTS 

What materials does Bentlibelle use?

The materials used are often indicated on our product descriptions. They are found on the right-hand side of the screen after double-tapping on the product image. Rest assured, our products are made of high-quality materials for optimum durability and comfort for your kids.  

OUR GUARANTEE 

100% Satisfaction Guarantee? 

We strive to provide 100% customer satisfaction. For quality and sizing issues, you may refer to our website’s Terms of Service. We usually require clients to send us photos of the item/s in question within 1 days after receiving your item before we can process reprocessing and reshipping the replacement item/s. You no longer need to return the damaged item to us to save you from paying return fees. Our customer service may offer a bonus item to compensate small damage claims.  

PAYMENT 

What type of payments do you accept? 

Our current payment options are as follows: Shop Pay, Amazon Pay, PayPal, Google Pay, Mastercard, Visa, and American Express.  

When will my card be charged? 

Just after your order has been successfully placed.  

What monetary currency do you use? All our prices are in US dollars.   

HOW SECURE IS MY PERSONAL INFORMATION?  

Bentlibelle provides the highest level of industry-standard security to conduct safe and secure eCommerce transaction, protect passwords and credit card numbers, and most importantly, secure our customer's information by having a Secure Socket Layer (SSL) certificate with the strongest encryption.  

SHIPPING AND DELIVERY

What is your shipping method?

We ship via UPS and USPS. Please know that USPS First Class Mail Service, unfortunately, doesn't provide a tracking number. 

If you wish to have your order insured, please choose one of the following options. Your order will be insured up to $100.00.

  • UPS 3 Day Select (3 business days)
  • UPS 2nd Day Air (2 business days)
  • UPS Next Day Air Saver (1 business day)
  • UPS Next Day Air (1 business day)
  • UPS Next Day Air Early (1 business day)
  • USPS Priority Mail (1 business day)
  • USPS Priority Mail Express (1 business day)

When can I expect to receive my package?

The order processing will take 1 to 2 days. Shipping will take approximately 2 to 3 weeks. 

If your order still hasn’t arrived for more than a month from placement and its status in the Order Tracker has remained the same, kindly contact our friendly customer service support to assist you.  

We will do our best to communicate with our logistics provider in real time to help us track the movement of your item.  

Please note: 

It may take up to 24 hours for your package to show up on the forwarder's tracking system  

Can I track my package? 

If you have not received your tracking code via email, you may contact our customer service provider for the copy.  

I've ordered two or more items, but only received one, why? 

Sometimes items from the same order will be split into different packages to avoid additional fees.  

You should receive any missing components of your order within one (1) week.  However, if you don't – let us know. Please keep all delivery packets as we will require them for evidence of shipment.  

I never received my package. What should I do?

If you still have not received your order after more than 30 days, please contact our customer service specialist. We will help you track your order as well as address other requests.  

RETURNS AND REFUND

I ordered the wrong size or color. What should I do? 

Our system automatically sends an order confirmation via email after payment. Kindly review your order there. If you feel that you need to modify the size and color of your order, please contact us within 24 hours. Once your order is fulfilled, we can no longer make any changes.   

I am not satisfied with the quality. What should I do? 

First, we will check when the package arrived at your doorstep. If it hasn’t been 2 days, we would need you to send a photo of the item, focusing on the part you have quality issues with. We will do our best to check for the best possible solution for replacement or re-shipping as long as it is within 2 days after receiving the package.  

I received the wrong item. What should I do? 

We will check your order information. Please take note that after your payment is accepted, you should be receiving an order confirmation, complete with all order details. If it is within 24 hours, please contact us so that we can cancel or modify your order. Please note that we do not replace orders due to change of heart once you receive them. For sizing issues, please send us a photo of evidence within 2 days after receiving your item and we will gladly re-process your order.  

For more information, you can check our Terms of Service.   

PARTNERSHIP 

Kindly contact us and send your proposal. We will try to respond within 24-48 hours for club partnerships and other causes. Kindly send us a proof that you are the designated contact person for your association.  

WAYS TO GET IT TOUCH 

We have multiple platforms that you can use to reach us, including Facebook Messenger, Instagram DM, 24/7 Website Chat Support, and our best contact option, email us at info@bentlibelle.com.