FREQUENTLY ASKED QUESTIONS
Belioras Luxe Hair - Customer Support
How long does delivery take?
+Delivery time depends on the product and destination.
Estimated delivery times are shown on the product page.
Estimated delivery times:
- Germany: approx. 5–14 business days
- EU: approx. 7–21 business days
- UK: approx. 7–21 business days
- USA & Canada: approx. 10–28 business days
- International: approx. 14–30 business days
Please note that some items may require longer preparation or international shipping, which can extend delivery time.
Do you ship internationally?
+Yes, we offer international shipping to selected countries.
We ship to:
- Germany
- All EU countries
- UK
- USA & Canada
- Australia
- Selected international destinations
Shipping costs and delivery times are displayed at checkout.
Note: International orders may be subject to customs duties or taxes. These costs are the responsibility of the customer.
Can I return my order?
+Yes, returns are accepted within 14 days of receiving your order, in accordance with our Return & Refund Policy.
Return Conditions:
- Items must be unworn, unused, and in original packaging
- Lace must be uncut and untouched
- Tags must be intact
- No perfume, makeup, glue, or styling applied
Non-returnable items (hygiene reasons):
- Opened or worn wigs, hair pieces, braids, or extensions
- Hygiene products or cosmetics
- Sealed items once the seal has been removed
- Custom-made or personalized items
- Sale items marked as non-returnable
Return shipping costs are the responsibility of the customer. Refunds are processed within 3–10 business days after inspection.
How can I track my order?
+All orders come with tracking.
Once your order has been shipped, you will receive a tracking number by email.
You can use this tracking number to monitor your package's progress on the carrier's website (DHL for most destinations).
If you haven't received your tracking information within 3-5 business days after ordering, please check your spam folder or contact us at support@belioras.com.
How can I contact customer support?
+Belioras Customer Support
You can reach us via email at: support@belioras.com
Business Address:
Belioras – Online Boutique
c/o flexdienst – #12271
Kurt-Schumacher-Straße 76
67663 Kaiserslautern
Germany
Owner: Belindah Ongessa
Response Time: We aim to respond to all inquiries within 24-48 business hours.
What payment methods do you accept?
+We accept the following payment methods:
- PayPal
- Credit/Debit Card (Visa, Mastercard, American Express)
- Klarna (Pay Later, Sofort, Installments)
- Shopify Payments
- Apple Pay / Google Pay
All payments are processed securely through encrypted payment gateways. We do not store your credit card information.
What if my item arrives damaged or incorrect?
+If you receive a damaged or incorrect item, please:
- Notify us within 48 hours of delivery
- Send photos of the damaged/incorrect item to support@belioras.com
- Include your order number in the email
We will arrange for a replacement or refund at no extra cost to you.
For damaged items, we may require you to return the item (at our expense) before sending a replacement.
Do you offer exchanges?
+We do not offer direct exchanges.
If you would like a different item, please:
- Return the original item according to our return policy
- Place a new order for the desired item
Once we receive and inspect your return, we will process your refund. You can then use the refund to purchase the new item.
This process ensures faster processing and avoids confusion with inventory.