The Celeste Cloud Lounge

Cancellations, Returns & Order Policies

At Bella La Maison, every detail is thoughtfully curated to ensure an exceptional experience for you and your pet. Please review the following policies regarding cancellations, custom orders, and returns.

Order Cancellations

• Orders may be canceled on the same day they are placed, provided they have not yet shipped
  
• Once an order has shipped, it cannot be canceled
  
• Handmade, custom, or personalized items cannot be canceled once production has begun
  

Custom & Personalized Orders

We take great care in crafting custom pieces tailored specifically to your pet.

• Custom, personalized, and made-to-order items are final sale and not eligible for return
  
• Our team may contact you prior to processing to confirm details and ensure accuracy
  
• Please include all relevant pet information at checkout to avoid delays
  
• If you need assistance selecting the correct size or style, we are happy to help before your order is placed
  

Our goal is to ensure your custom piece is exactly what you envisioned.

Non-Refundable Items

The following items are considered final sale and are not eligible for cancellation or refund:

• Holiday, sale, or clearance items
  
• Pet beds, treats, food, and other perishable goods
  
• Custom and personalized products
  

Defective or Damaged Items

If you receive a defective item, please contact us promptly for assistance.

• In many cases, the manufacturer may provide a replacement
  
• Defects do not include damage caused by chewing, misuse, or normal wear and tear
  
• Some items may be covered under a manufacturer’s warranty
  
• Certain returns may need to be sent directly to the manufacturer
  

We recommend contacting us before returning any defective item so we can guide you through the process.

Order Modifications (Add-Ons)

• Once an order has been processed, add-ons cannot be applied
  
• If your order has not yet been processed, we may be able to combine orders upon request
  

Shipping, Tracking & Delivery

• Most orders include tracking information; some may include multiple tracking numbers
  
• In rare cases, items shipped by partners may not include tracking
  
• Once a package is marked as delivered, we are unable to confirm receipt
  

Lost or Stolen Packages

• We are not responsible for packages lost or stolen after delivery confirmation
  
• We are happy to assist you in filing a claim with the shipping carrier
  
• We recommend reporting stolen packages to your local authorities
  

Shipping Delays

While we work with trusted shipping partners, delivery times may vary.

• We do not issue refunds for delays caused by shipping carriers
  
• We are always happy to assist with tracking and delivery updates
  

Refunds (If Applicable)

Once your return is received and inspected:

• You will receive a confirmation email
  
• Approved refunds will be issued to your original payment method within a few business days
  
• During peak or holiday periods, processing times may be slightly longer
  

Late or Missing Refunds

If you have not received your refund:

1. Check with your bank or credit card provider (processing times may vary)
   
2. If the issue persists, please contact us and we’ll assist you promptly
   

Return Shipping

• Customers are responsible for return shipping costs
  
• Shipping fees are non-refundable
  
• If a refund is issued, return shipping costs will be deducted
  
• Delivery times for exchanges may vary based on location
  

Questions & Support

We’re here to help every step of the way.

Phone: (877) 313-9509

You may also reach us via email, chat, or our contact form.