How can we help?
ONLINE ORDERING
We’ve made it super easy to place an order at igorbella.com, you don’t have to create an account and we’ll only ask you to set a password, that’s it simple as that!
Please visit My Account, select ‘Sign in‘ and then ‘Forgotten password?’. We will email you a new password. For security purposes, we may request further information to verify your identity.
Sorry, at this time, we are unable to process orders by phone
Ordering on igorbella.com is easy and safe. Once you have found the item you would like to purchase, click on the purchase button to place it in your Shopping Bag. Follow the directions through the checkout process to complete your order.
Your order will not be placed until the very end of the checkout process, when you will be asked for your credit card information or paypal.
Online payment card transactions are transmitted through a secure server using Secure Socket Layering (SSL) encryption technology. For full details see our Privacy Statement.
No. Due to our efforts to ensure that you receive your order as quickly and accurately as possible, we are unable to cancel or make changes to your order after you have placed it with us.
Unfortunately, not. We know how frustrating it is to not be able to get hold of an item once you’ve decided you want it, but unfortunately if everyone else wants it too we can sell out of it very quickly! To try and keep our online store as fresh and exciting as possible we do add new items each week, so you may well find something very similar!
Whilst our system is cleverly designed to ensure that stock levels are always accurate, and that products ordered are available – sometimes it can make a mistake, it’s only sometimes and we’ll work hard to make sure that it doesn’t happen again. If this has happened with your order, we’re sorry. You will receive an out-of-stock email notice and the item will be removed from your order. Please note that you will not be charged for any out-of-stock items. You will only be charged for items that will be shipped.
Although it upsets us to think that your account might consider our emails as junk, sometimes they can end up going into your junk folder, have a look to see if we’re hiding in there and add us to your safe senders list to stop this from happening again. It’s also worth checking the “Order History” on your account. If you do have an order number, check that your email address is correct. If, however, there is no recent order listed it means that your order has not been successful, and you will need to try again.
Once you’ve placed your order, we’ll send you a confirmation email containing all the details of your order.
PAYMENT
We accept Visa, Mastercard, PayPal & Alipay.
Your card or other method of payment will not be charged until your order is accepted and shipped. However, it may reflect deduction of funds immediately upon order. Payment will be taken for personalised or monogrammed items at the time of or shortly after you submit your order and therefore in advance of shipping.
When ordering online, there may be an option to save your card details meaning you can check out more quickly the next time you place an order. Our site uses Secure Socket Layering (SSL) encryption technology to encrypt your payment details. We are constantly improving our software to make sure we offer the highest possible security at all times.
No, tax on purchases made on igorbella.com or through any Burberry app cannot be recovered through the VAT Retail Export Scheme.
If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider. Before doing so, please ensure that:
- The card details or payment information entered are correct. For instance, your 16 digit code is correct and that you have selected the right card type
- The 3 or 4 digit security number is correct
- Your credit card has not expired
If you have saved your card details or payment information, we also recommend that you:
- Check that the selected card or method of payment is active and that it has not expired
- Ensure that the billing address matches the credit card or payment method used for payment
– You can edit saved credit card details or payment information by selecting the ‘Update Billing Address’ button and following the instructions. - Ensure you have supplied a correct 3 or 4 digit security number for the selected card or payment method
– We always re-prompt for this information to uphold the security of your stored details
SHIPPING
We normally use Royal Mail but this vary depending on how heavy or big your purchase is.
All purchases made before 13:30 will be dispatched same day. Orders purchased after 13:00 will be dispatched next working day. Purchases placed after 13:30 Friday and during weekends will be posted on Monday. Working days are Monday to Friday, excluding public holidays in the UK and your chosen shipping destination.
Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. An estimated delivery time for your order will be available to view in checkout. Delivery can take longer than expected due to customs clearance procedures in certain countries. You can see more details on Delivery Services
Yes, but remember your billing address must match the address that your payment card is registered to. To ship to multiple addresses, a separate order would need to be placed for each address.
We’ll send you an email with all the information you need to track your order, so keep a look out for it! If you didn’t hear from us, please contact us.
If your order is being delivered outside the European Union you will be responsible for any additional fees or import duty. You will also be responsible for providing any additional information requested by customs. Unfortunately we can’t refund any duty that is paid on items that are faulty or unsuitable.
RETURNS
We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it’s super easy Click here to read our Returns Policy.
Depending on how fast your postman is, it can take up to 10 days for your returned parcel to reach us. Once we have received your parcel, we will refund your order as quickly as we can. Payment will be refunded within 30 days, most cases this will be sooner. (Please note that refund times are dictated by your card issuer and are outside our control)
We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, it’s super easy Click here to read our Returns Policy.
We’re sorry that you’ve been refunded the wrong amount. Contact customer service here with your order number and details and we will be happy to look into this as quickly as possible.
Unfortunately, we are not able to offer an exchange through the website but once your return is received your refund will automatically be processed.
Your return must arrive within 28 days of placing the order. If we receive your return after this date then we reserve the right not to refund you. In interests of hygiene and for your protection we do not accept returns of, or refunds on, unsealed cosmetics, pierced earrings or jewellery sets containing earrings or real body jewellery unless the items are of unsatisfactory quality or unfit for purpose.
We are very sorry you have received a faulty item in your order. If this was not due to misuse or abuse of the product, please return this to us for a full refund. We will refund, via the original method of payment, the price paid for the item on the receipt. If this is the only item on your order, we will also refund the delivery charge. Read our returns policy for full details.
