Refund policy
Exchange & Store Credit Policy
Your first order is your fitting room. If the size isn't right, we'll make it right — every PonteBella garment can be exchanged within 30 days of delivery.
Size Exchanges
If your garment doesn't fit, we'll exchange it for a different size within 30 days of delivery, as long as:
- The garment is unworn, unwashed and in original condition, with all tags and packaging — no exceptions
- It has only been tried on over undergarments, for hygiene
To start an exchange, email sales@pontebellastore.com with your order number and the size you need. Check our size chart before ordering — and if you're unsure, write to us first: we're happy to help you find your size.
Store Credit
Prefer a different style instead? Eligible items returned within 30 days receive full store credit to use on anything in our store. We do not offer cash refunds for change of mind or fit preference — exchanges and store credit only.
Shipping Costs
Customers are responsible for return shipping. Original shipping charges are non-refundable.
Final Sale Items
For hygiene and safety reasons, the following cannot be returned or exchanged: hosiery and pantyhose, soaps, skincare and body treatments (including CoffeeGel and Cacay Oil), osmotic body wraps, and any item marked Final Sale or purchased at clearance discounts of 40% or more.
Our Mistake? We Fix It Free.
If your order arrives damaged, defective or incorrect, email us within 7 days of delivery with photos and your order number. We'll send a replacement or issue a full refund — including shipping — at no cost to you.
Processing
Once we receive and inspect your item, exchanges ship within 2-3 business days and store credits are issued within 2-3 business days.
Questions? sales@pontebellastore.com — include your order number for faster service.