Here you'll find the answers to the questions we get asked most often about shipping, payments, returns, workshops and our scrapbooking materials. If anything is still unclear, just drop us a line — we're here Monday to Friday from 10:00 to 14:00 and 16:00 to 20:00, and Saturdays from 10:00 to 13:00 (Madrid time).
The minimum order value for shipping is €20 to all destinations.
Orders go out on Tuesdays and Fridays. If it's a quiet week we'll pack yours the same day; if we're busier, it may go out on the next dispatch day.
Once your parcel leaves us, Correos takes 2 to 3 working days to deliver it.
We'll keep you updated by email at every stage of your order.
We currently do not ship to the Canary Islands, Ceuta or Melilla. We only ship to mainland Spain, the Balearic Islands and the rest of Europe. We're sorry for the inconvenience.
We send all orders with Correos, the Spanish postal service. Once your parcel leaves us, Correos emails your tracking number directly to you so you can follow it every step of the way.
If you can't find it, please check your spam or junk folder — it sometimes ends up there. And if it still hasn't turned up, email us with your order number and we'll track it down for you.
You can pay in three ways:
All our prices include VAT.
You have a maximum of 3 working days to make the transfer. Please make sure you include your order number as the payment reference, as that's how we match your payment and start packing your parcel.
If we haven't received the payment after those 3 days, the order is automatically cancelled and the items go back on sale. If you've had any trouble with the payment, just let us know and we'll sort it out.
Every time you shop with us you collect points in your account. You can see your balance in your customer profile.
To spend them, simply go to the final step of checkout: there you'll find a box to apply your accumulated points and deduct them from your order total. That's it.
Yes. You have 14 calendar days from the day you receive your order to exercise your right of withdrawal. This applies to every physical item: papers, tools, kits and any other materials. Online workshops cannot be returned, as they are digital content you can access from the moment you buy them — we explain this just below.
To do so, email us at devoluciones@bellalunacrafts.com with the reference number and description of the item you'd like to return.
Please bear in mind that:
As soon as we receive the parcel and check everything is in order, we'll refund you as quickly as possible (the maximum legal period is 30 days).
No. An online workshop is digital content with immediate access: as soon as your payment is confirmed, the video appears in your profile and you can watch the whole thing. That is why, when you buy one, you tick a box asking for that immediate access and accepting that you therefore lose your 14-day right of withdrawal. Spanish consumer law allows this precisely in this situation (article 103.m of the Spanish Consumer Protection Act).
We also remind you of it in your order confirmation email, so you have it in writing.
This doesn't leave you unprotected: if the video doesn't work, doesn't play properly or isn't the workshop you bought, we'll fix it or refund you, always.
Yes. The box is a physical product, so you have your 14 calendar days to send it back, unused, complete and in its original packaging, with return shipping at your expense.
What can't be returned is the video, since you've had access to it since you bought it. So in this case we refund what you paid minus the value of the video access, which is stated on each workshop's product page.
Yes. While the video is not yet published, you don't have access to any content, so you can return it as normal within the 14 days. Email us at devoluciones@bellalunacrafts.com and we'll refund you.
Please email us as soon as you can at devoluciones@bellalunacrafts.com with your order number and a photo if possible. The 14-day window doesn't apply in these cases — we'll sort it out for you regardless.
We'll send you the correct item, and if that particular item happens to be out of stock, we'll refund you (always within a maximum of 30 days).
Yes, the process is the same as for returns: email us at devoluciones@bellalunacrafts.com. If for any reason we can't make the exchange, we'll refund you instead. Shipping costs for the new item are at the customer's expense.
Deposits for in-person workshops are non-refundable, unless we're the ones who cancel the workshop. If something unexpected comes up, get in touch and we'll see what we can do.
It's straightforward:
1. Log in to the website with the same account you used to make the purchase (you must be registered).
2. Go to your profile and look for the "VIDEOS" tab. That's where you'll find all the workshops you've bought from 2024 onwards.
3. If the workshop includes downloadable files (for example the PDF with the link), go to your profile, open the order, click the magnifying glass icon, and just below the product you'll see a "DOWNLOAD" button.
4. You can also download it from your order confirmation email, using that same "DOWNLOAD" button below the product.
If you bought the workshop before 2024 and it doesn't show up, email us and we'll send it over.
It never expires. Once you buy a workshop, it's yours forever — you can watch it and make the project as many times as you like, at your own pace and whenever suits you.
Our workshops are complete: we post you a box with all the materials the project needs — paper collections, cardstock, binding rolls, hardware, closures, vinyls… whatever that particular workshop uses — plus access to the step-by-step video tutorial.
Each workshop description lists exactly what's included in the kit and the basic tools you need to have at home (scissors, ruler, glue and little else).
Not at the moment: our workshops are always sold complete, with their materials kit. That way we know you can make the project exactly as you see it, without having to track down materials yourself.
We are working on another way to access the videos on their own. If that's what you're after, email us at info@bellalunacrafts.com and we'll let you know as soon as it's available.
Our 8x8" (21 x 21 cm) collections include 12 double-sided patterned papers at 190 gsm. Our 12x12" (30.5 x 30.5 cm) collections are the same idea in the larger format.
All our papers are acid-free and lignin-free, which is what keeps your albums and projects from deteriorating or yellowing over time.
Alongside the main collection, most of our lines also come in Basics, Cut-Outs and Frames & Complements versions, so you can put together a complete matching project.
It depends on the item. Some collections are limited editions and don't come back once they're gone; others we restock regularly.
If there's something specific you're after, email us and we'll let you know whether it's due to return.
Absolutely! We work with shops and distributors. Register for a B2B account using the "TIENDAS / WHOLESALE" link at the top of the site and we'll set you up with wholesale terms.
We do have a unit in Madrid, but it isn't open to the public: it's our base, where we design and pack every order.
That said, roughly every six weeks we run an in-person workshop there, and on those days we do open up. If you come to a workshop you can shop in person, see the papers for real and take home whatever you like.
So if you'd like to meet us and shop without a screen in between, book onto a workshop — that's the way to visit us. We announce the dates on our Instagram @bellalunacrafts and in our newsletter.
For anything else, email or call us: Lauri +34 680 847 030 / Vane +34 625 880 103, Monday to Friday from 10:00 to 14:00 and 16:00 to 20:00, and Saturdays from 10:00 to 13:00 (Madrid time).
