Shipping & Returns

DELIVERY INFORMATION

• Your delivery schedule is based on the first working day from processing. All orders placed before 11am will have that day included as a working day. All orders placed after this time, the first working day will be classed as the next day after the order is placed.

• For your security, first-time orders can only be shipped to the cardholder’s billing address or a corporate work address that can be verified. Customers may also be subjected to standard fraud prevention checks.

• All orders are shipped via UPS/DHL or CSM tracking service between 1 - 2 days of time of order.

• A signature will be required upon receipt of the goods, if there is no-one available to accept the parcel a calling card will be left for you to re-arrange delivery

• We are currently unable to deliver to a PO box or freight forwarding address. Please see above list which indicates which countries we ship to.

• Delivery outside the EU may be subject to local import taxes, which are the customer’s responsibility where they apply. If so, the shipping company will either contact you by telephone once your items are in customs to let you know the cost, delaying your delivery time as goods held at customs.

• Alternatively the courier service will require payment of import or customs duties upon delivery. It will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don’t choose to pay the import taxes we reserve the right to charge any additional costs incurred by Bionda Castana to you.

  If you have any questions regarding shipping, please send an email to customerservice@biondacastana.com or call +44 8870 5156.

• We may on occasion have a Free Delivery offer. These are for a limited time only, and the goods will still require payment of import or customs duties upon delivery by the recipient. Returns are NOT free of charge.
• RETURNS AND EXCHANGES PROCEDURE

• UK & INTERNATIONAL RETURNS:

• Please email customerservice@biondacastana.com should you wish to return an item stating your reason for return within 7 days of receiving the goods. Clearly explain why you would like to return your item(s) and if an item is faulty, please provide us with full details & images where necessary.

• We do not pay for returns sent to Bionda Castana.

• A returns code and confirmation email will be sent to you within 24 hours from when you contact Bionda Castana with your request to return. This code will be required to be written on all documentation when returning the item. Unidentified returns will be returned to the sender.

• You will need to return the entire order to us by secure means to ensure it reaches us in good condition, at your own cost. The returns address is: Bionda Castana Milano Limited, 10 Elsenham Street, SW18 5NS, London, UK. A label has been included in your package.

• We recommend that you return the goods to us by trackable means and insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending.

• Goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

• If you are returning the item for a refund, please state this on your email to us. Please note that all refunds are given in the form of store credit (unless we agree that the items are faulty, in which case a full refund will be given) and a code will be provided to you of that value for your next visit to www.biondacastana.com

• We do not refund shipping.

• If the goods are faulty, we will refund you in full and will include shipping costs.

• If you are returning the item for an exchange, please state this on your email to us. Please be aware that we can only replace it for the same product in a different size, subject to availability.

• All shoes should be tried on a carpeted surface before wear. Items are to be returned unused. Returns that are damaged or soiled will not be accepted and will be sent back to the customer and/ or a refund refused.

• We advise that tax and duties are not refundable to NON-EU customers wishing to return items.

• All packaging such as shoe boxes, authenticity cards, dust bags, and tags should be included with your return.

• All items must be returned unused and in their original condition, from the original delivery country.

  UK & INTERNATIONAL EXCHANGES:

• Please email customerservice@biondacastana.com should you wish to receive a refund stating your reason for requiring a refund within 7 days of receiving the goods.

• If you would like to exchange an item, please be aware that we can only replace it for the same product in a different size, subject to availability. For all faulty items outside of our Returns Policy, please contact customerservice@biondacastana.com

• Exchange of size(s) will be sent to you once your original shoes have been received in their original, re-saleable condition.

• If an exchange in size is needed, the client will be contacted, prior to sending out the replacement, to process payment for re-shipping. We will notify you of the scheduled pick up date if an exchange in size is possible.

• We advise that tax and duties are not refundable to NON-EU customers wishing to exchange items.

  UK & INTERNATIONAL REFUNDS:

• Please email customerservice@biondacastana.com should you wish to receive a refund stating your reason for requiring a refund within 7 days of receiving the goods.

• Your refund will be credited to you within 24 hours of the goods being returned to Bionda Castana.

• For both UK and International returns we ask you kindly to return your order via a track-able means.

  FOR ANY RETURNS, EXCHANGES AND REFUNDS (UK AND INTERNATIONAL) THE CLIENT WILL BARE ALL COSTS AND GOODS REMAIN THE CLIENTS’ FULL RESPONSIBILITY UNTIL RECEIVED BY BIONDA CASTANA.

  CANCELLING YOUR ORDER

  If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your pre-order with us, provided you give us written notice within 7 working days of receipt.

  Notice of contract cancellation under the DSRs must be given in writing to: Notice of Contract Cancellation, Customer Care Department, Bionda Castana Milano Limited, 10 Elsenham Street, SW18 5NS, London, UK, or by email to: customerservice@biondacastana.com

For all pre-orders placed and cancelled under the DSRs within 7 working days, 50% of the total amount of goods including the shipping cost will be refunded only. This is non negotiable.

Refunds will be issued within 30 days of us receiving your cancellation notice. If we do not receive the cancelled order back, we will arrange to have it collected from you at your cost.

Please note you may only use your right to cancel the pre-order under the DSRs if you give us formal written notice of cancellation within 7 working days of receiving the order, by email or post as described above.