FREQUENTLY ASKED QUESTIONS

How do I make an order?

We have tried to make the process as easy as possible for you.  When you wish to buy the product, please select your size and click “Add to Bag”. Your item will appear in the shopping bag on the top right of the screen. You can continue editing the content of your shopping bag while you continue to shop or browse the site. Once you wish to place the order, simply click “Proceed to Checkout” from the mini bag and follow the instructions. If you have any problems, please contact customer care at info@biancablu.com.

Do you have a shop where I could try the collection?

We currently offer our designs only through our Digital Store. However, there is a possibility that we will have a showroom in London in the coming months. Please watch this space.

What payment methods do you accept?

We currently accept payments via PayPal.  However, we are in process of making the choice of available payment methods wider and expect to announce other available methods in the coming months.

How do I know if an item is in stock?

We have  most items presented on the website in the stock. However, some of the designs feature more unique fabrics or accessories and for those items, there is limited availability. When you select your size and click “Add to Bag”, you will immediately see its size availability. However, in case the product is sold out in your size, we do encourage you to contact customer care at info@biancablu.com and we can see if there is possibility to have the desired item available at later stage.

What is the origin of the fabrics? Where are the products manufactured?

All fabrics except for the lace are sourced from the finest mills in Italy. We use the luxurious French lace for some of the designs. We work closely with family-run local Italian factories that are experienced in  providing manufacturing services to premium luxury clothing sector in Italy and we are proud to manufacture all garments in Italy.

Do you offer worldwide delivery?

We ship to many countries around the world and we currently use DHL as our courier worldwide. Please refer to the Shipping page.

Do you deliver to PO Box addresses?

You can provide us with a PO BOX address for delivery. However, you will requested to provide a valid telephone number. Upon delivery to your country, our courier, DHL, will contact you to obtain a physical address to complete the delivery.

Do I need to sign for delivery?

For security reasons, we do require a signature upon delivery for all the goods shipped.

How can I track my order?

As soon as we receive your order, you will be contacted by a customer service representative who will email you with the status of your order. We understand that you wish to keep informed about the process, and we will send you the courier tracking number via email so you can check the delivery status anytime on dhl.com.  Alternatively, you can contact customer care at info@biancablu.com and we are happy to check the delivery status for you.

How long does the delivery take?

We are able to process your order and dispatch your goods within 5 working days. The  standard courier delivery time is 1-2 days for UK and most of Europe, however 3-5 working days apply to other destinations. Once we’ve dispatched your order, we’ll also email you to confirm dispatch and delivery details. We are also available to answer any questions regarding your order via info@biancablu.com.

How can I exchange an item?

We want to ensure that you are 100% happy with your purchase. If you would like to exchange one item for another, simply fill in the Returns and Exchange form and send it to info@biancablu.com and our customer service representative will be in contact with you within 24 hours. The items to be exchanged must be sent to us within 14 days of receiving the order.

How can I return an item? How will I be refunded?

We want you to be 100% happy with your purchase. Simply fill in the Returns and Exchanges Form and send it to us by email to info@biancablu.com. Our customer representative will be in touch with you within 24 hours. You must return or exchange item within 14 days of receiving your order to the address provided by the customer representative (the address can also be found in the order delivery notes). We will collect from your home, work or an alternative address for free.

Please make sure your item is returned new, unused and with all the garment tags still attached. Please note that we are unable to accept returns that do not meet this criteria. Returns that do not meet our policy will be sent back to you. The original shipping charges will not be refunded. We will email you once we have received the item. Once your return has been successfully processed, the refund will be issued via PayPal.  As per PayPal policy, the money will be sent back immediately. However, when the payment has been made with a card, the time it takes for the refunds to arrive to your account depends on the policy of the card issuer. The original shipping charges will not be refunded.

Is it possible to make changes to my existing order?

If you need to make any changes to an existing order, please contact us as soon as possible at info@biancablu.com

How customer safety is guaranteed?

Connections are protected by SSL protocol provided by our web server.

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