BE Help

Saturday, 01 September 2012 by Belen Echandia

How do I order my leather bag or leather wallet?
How do I pay for my leather bag or leather wallet?
Is online shopping secure?
Do you accept international orders?
How much does delivery of a bag cost?
I have a shipping code, when can I use it?
How long does delivery take?
I need a bag in a hurry, can you help?
Can I order a handbag for delivery to a different address?
What happens next?
How can I look after my Belen Echandia bag?
How do I know if my bag is authentic?
What is your refund and exchange policy?
Can I order a leaher wallet that my friend bought last season?
What kind of leather do you use?
Who else sells Belen Echandia bags?
What is the Waiting List?
What is the Request List?
Why does the website have both GBP and USD prices?
When will my bag be produced?
What does my EDD mean?
What can I expect from my sample sale bag?
What customisations are allowed on BE Couture bags?

How do I order my leather bag or leather wallet?

Customers can view Belen Echandia's leather handbag and accessories collections online and purchase by clicking 'add to shopping bag' and then 'Pay Now' and entering their credit or debit card details. If you prefer to speak with someone you can call us on +44 (0)203 286 2138 to place your order on the telephone.

How do I pay for my leather bag or wallet?

You can pay for your leather handbag, leather wallet and other accessories online using a debit or credit card. Alternatively you can arrange to send a cheque or pay by bank transfer. We can also accept Paypal, although credit and debit cards are preferred because of higher fees incurred when using Paypal.

Is online shopping secure?

Absolutely. All online payments are now made through HSBC and Sagepay. We have chosen Sagepay and HSBC as our payment partners because of their high levels of security and customer service.

Do you accept international orders?

Absolutely. Belen Echandia leather handbags and accessories are shipped all over the world. There may be some duties to pay, but the tax has been removed from US $ prices and will be removed for goods shipped to other countries outside Europe.

How much does delivery cost?

The delivery cost of your leather purse will depend on your location, the delivery method chosen and the number of bags ordered.

N.B. All packages over 2kg must be sent via Courier. Please be aware that if your purchases weigh over 2kg, they will be sent via Courier not Royal Mail.

Standard delivery prices:

UK – Royal Mail
£9 including VAT
Second item - half price
3+ bags – No extra charge (full price bags only)

UK- courier
£11 including VAT
Second item –half price
3+ bags – No extra charge (full price bags only)

*In the UK Belen Echandia bags are sometimes sent with Royal Mail and sometimes with a courier. For guaranteed courier service, please choose the courier option.

Europe - Royal Mail

£22 first bag
Second item - half price
3+ bags – No extra charge (full price bags only)

Europe – Courier
£30 first bag
Second item - half price
3+ bags – No extra charge (full price bags only)

Everywhere else – Royal Mail

£30.00 first bag
Second item - half price
3+ bags – No extra charge (full price bags only)

N.B. Any purchases/packages weighing over 2kg must be shipped via Courier.

Everywhere else – Courier
£45 first bag
Second item half price
3+ bags – No extra charge (full price bags only)

USD prices begin at $58 except for very small items

Please note that we do not allow shipping codes to be used on discounted orders unless we have explicitly stated otherwise.

I have a shipping code, when can I use it?

If you are not sure then please check with us. Free shipping does not apply to sales or discounted orders.

How long does delivery take?

This depends on your location and the delivery method chosen. Subject to availability all orders will be despatched within 3 working days. UK orders will arrive the day after they are despatched. Everywhere else should arrive 4-7 days after dispatch, however we have experienced delays of up to a month, particularly with the US Postal service and around the holidays. If you need something urgently, please let us know so that we can advise you on the best course of action.
For a small extra cost, we can always arrange same and next day delivery through our 'Bag to Go' service (see below).

I need it in a hurry. Can you help?

Yes if you are within the M25. With our 'Bag to Go' service we can arrange a super fast delivery by bike or parcel car. If you would like to choose this option, call us on 0203 286 2138 before placing your order.

Can I order a gift for delivery to a different address?

Absolutely. Belen Echandia leather handbags and accessories make the perfect gifts. You will be very popular. Simply fill in the gift delivery address when placing your order and your handbag purchase will be sent there. You must be logged into our site to do this and there may be further security checks and a short delay in shipping as our bank considers such transactions to be higher risk.

What happens next?

When we receive your order for your Belen Echandia leather purse you will receive a confirmation email with a unique reference number. Please keep this unique reference number safe and quote it on all correspondence with us. You can log in to your account or contact Customer Services at any time with questions relating to your order.

We endeavour to keep our website updated at all times, however if for any reason an item that you have ordered is no longer available or it will take longer to arrive than usual, we will contact you as soon as we become aware of the situation.

Your Belen Echandia leather bag will be sent out according to the delivery option chosen at the time of purchase. On receipt of the products you must examine them thoroughly and will be deemed to have done so and to have accepted them unless you notify us that you have cancelled the order in accordance with our Refunds and Exchanges Policy.

How can I look after my Belen Echandia bag?

All Belen Echandia leather bags are made with Italian leather, which has been treated at Italian tanneries. If the leather becomes soiled, it is best to take it to a specialist leather cleaner or for simple stains, clean with an appropriate leather cream or wipe with a damp cloth.

How do I know if my bag is authentic?

You can be sure that your leather bag is authentic if you purchase it on this site or from one of Belen Echandia's official stockists. All Belen Echandia leather bags come with original ticket and dust bag.

When purchasing a Belen Echandia leather handbag by any other means (second hand or otherwise) please ask for verification of authenticity, such as an original receipt or ticket. A genuine seller will be happy to provide you with full details of authenticity and if you have any doubts about the authenticity of your item, please do not hesitate to contact Customer Services.

Purchasing counterfeit goods (fake luxury items) is against the law and offending items can be confiscated and heavy fines imposed. Counterfeit goods will not meet the same standards as genuine products and may be produced and/or manufactured in factories, which do not meet safety standards or which breach employment laws or conditions. Please do not support other people's crimes. You may even be committing a crime yourself.

What is your Refund and Exchange policy?

Belen Echandia offers a no-quibble exchange or refund policy so long as the following conditions are met. 1) The item is returned unworn and in exactly the same condition it was sent in. 2) You inform us within 7 days of your intention to return the item and actually return it within 14 days. A receipt or other proof of postage may suffice. 3) All items are checked before despatch, but in the event that you find a defect in the leather or the hardware you must inform us immediately upon safe receipt of the parcel. Failure to do so may mean that we cannot be held responsible. A photograph may be required for clarification purposes, so that we know where to ask you to return the item. Please see About BE/Product & Service Information page for further information.

Please do not send anything back without first letting us know and if you are outside of the European Union it is your responsibility to fill in a CN22 customs form. You must write that the item is returned goods, or a repair, as applicable. Packages returned without a CN22 customs form or which do not state that the items are returned goods will automatically be rejected and returned to sender. There is nothing we can do about this so please take extra care. For more information see our Terms and Conditions.

Please note that this returns policy does not apply to items made to order, all such orders are final. If you have a complaint about an item which has been made to order, we will replace it with the same item at our discretion.

Goods purchased from our 3 day sale may be exchanged, within the 7/14 day timeline mentioned above, for a stock item. Please be aware that you will be invoiced for any additional shipping costs and price difference.

Do you undertake repairs?

If your Belen Echandia purchase is faulty because of a manufacturing fault, we will be happy to repair it for you. Please note that there is a £15 postage, packing and handling fee for each item returned for repair, which shall be paid in full before the item is repaired.

Please call or email us with a request for a repair before sending anything. Should we agree to repair it, we will need your contact information, original receipt and a cheque for £15 made payable to Belen Echandia. We recommend that you package any item well and return it by special delivery. We cannot take responsibility for any items returned to us. When we receive the item, we will examine it and contact you. Please allow 6-8 weeks for return of any item that is accepted for repair.

Whilst our leather handbags and luxury accessories are made to a high quality finish we cannot accept responsibility for ordinary wear and tear. Contact Customer Services for suggestions for improving the quality of any item which has become a little jaded.

Can I order something my friend bought last season?

If an item that you particularly want is out of stock, please contact us to enquire about availability. It is possible that we have it in stock. We will also be able to contact you first when an item that you have previously requested becomes available.

What kind of leather do you use?

We use calf leather and sometimes baby calf leather to make our luxury handbags and purses. For the AW08 season we were proud to see that Miu Miu, the Italian luxury company, is using 'our' wine leather and that Alexander McQueen has selected the same python we use for our clutch bags. You can read about our leathers on the About BE page.

Who else sells Belen Echandia handbags?

Belen Echandia handbags are sold in luxury boutiques and stores all over the world, which include or have included Harvey Nichols Riyadh, Harvey Nichols Dubai, Ounass Dubai and Bahrain, Clutch Seattle, Browns South Molten Street, Fred Segal Bettina Duncan. Belen Echandia handbags are sold in luxury boutiques in cities including New York, San Francisco, Seattle, Los Angeles, London, Stockholm and Copenhagen.

What is the Waiting list?

If you are looking for a bag which is shown on our website but not in stock you can add yourself to the Waiting List. This will allow us to contact you if the bag is coming into stock or can be ordered.

You can add a bag which is out of stock to the Waiting List by selecting ‘Add to Waiting List’ under any product.

What is the Request list?

Searching for an item which is not on our website, such as a particular style in a different colour, or just any style in your favourite colour? Make a Request. This notifies us of your interest and we will contact you if others have the same or similar request. We cannot make individual bespoke items but we regularly make bespoke orders for several people at once.

Why does the website have prices in GBP and USD?

We maintain two different websites and financial systems, one in USD for our US customers, and one in GBP for our international customers. Each system has set prices in their respective currencies. In certain cases, due to changing IP addresses, our US customers see pounds. In these cases, we kindly ask that you please contact us with the current IP address, which can be found at www.whatismyipaddress.com.

We have updated our system so that US customers should no longer have the problem of seeing GBP. If you are seeing GBP instead of USD, please go to your profile/account information and select "United States" from the dropdown list. If possible, please remember to tick the "Remember Me" box upon logging in.

When will my BEC bag be produced?

Most orders are currently produced within 2 weeks of the order date unless you have requested a later delivery date. However, this depends on a number of factors including whether the leather and lining is currently in stock, your requested Earliest Delivery Date, and the time of year. To track your bag you can view your order under My Account. Your will also receive email status updates every time your bag passes a production milestone.

N.B. All dates are approximate and subject to change.
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What does my EDD mean?

EDD is the Earliest Delivery Date. This is the earliest date you want to receive your bag. It allows the option of placing orders in advance of the required delivery date if you so wish.

The limit between when an order is submitted and production of the order is 6 months.

What can I expect from a sample sale bag?

Our sample sale bags are normally in very good condition unless otherwise specified on the product listing. Please be aware that our sample sale bags may be missing certain features of a regular stock bag (i.e. BE tags, tassels, or straps).

What customizations are allowed on BE Couture

BE Couture has features that can be adjusted according to what is available in our dropdown box, as well as extras that may be selected at the conclusion of creating one's bag. Any notes, comments, or requests for miscellaneous customizations can no longer be taken into account when producing a BE Couture bag.