FREE SHIPPING WORLDWIDE

FAQ

FAQ

We’ve compiled answers to some of your most frequently asked questions below.
If you still can't find your answer, please contact us at customercare@biancamedaglia.com

Newsletter Sign Up

Sign up for our emails and receive product updates, future sale details and exclusive offers.

But signing up for our newsletter does not automatically create an account. This can be done separately (click hereto create an account) or at checkout. Having an account allows you to checkout faster, track your orders, and access previous orders.

If you wish to unsubscribe from our newsletters, just click here and select the “unsubscribe” option.

MY ACCOUNT

What is my username?

Your username is your email address.

Forgot password?

If you forget your password, click on the ‘Forgot Password’ link on your account Log-in page, and enter the email address you registered with. You’ll receive an email containing a link to let you reset your password.

PAYMENT OPTIONS

What payment methods do you accept?

We accept Visa, MasterCard, American Express and Maestro cards, and payments via iDeal and PayPal.

Once your order has been placed, you may already see a charge made on your account called “authorization” or pending charge to ensure sufficient funds and to verify your account authenticity. Once your order is processed, the actual charge will be made to your account.

 If your order was declined, denied or cancelled, this pending charge will clear on its own (within the following 1-8 business days, depending on your financial institution).

Please only click the “Place Order” button once to avoid multiple authorizations.

If an error message appears after you click on “Place Order,” there may be an issue with the billing address and/or shipping information entered. Please check that all information provided matches the information given to your credit card provider (this includes cardholder’s name, credit card number, CSV code and billing address).

Do your prices include VAT?

Our prices include VAT for items delivered within the EU (which is adjusted according to the delivery country). However, please note that we maintain a fixed price per item (regardless that the order Is delivered outside the EU).

MY ORDER

Order Processing

Once we have received your order successfully, we will send you an order confirmation email. If you do not receive a confirmation within 24 hours of placing your order, please check your spam or junk mail. Still no email? Please contact us at customerservice@biancamedaglia.com, stating your order number, name provided in your billing address, email address, payment method used, and delivery address. 

Order shipping

All orders are fulfilled within 3-5 business days from the date of your order confirmation. Our business days are Monday through Friday, excluding national holidays.

Order status & tracking

If you have an account with us, log in and go to “My Orders” and click on “View order”. Then click on “Track Order” to see the tracking link.

If you don’t have an account with us, contact us at customerservice@biancamedaglia.com stating your order number, billing name and address, and email. 

Delayed delivery

Deliveries could be delayed for a number of reasons. If you have already checked its status or have tracked the order, and still got questions, please contact us at customerservice@biancamedaglia.comDelayed delivery?

Pre-Order

We offer the option to pre-order selected items that are not yet available to ship. The estimated shipping date will be indicated in the product page. Unfortunately, delays in processing times can occur so we cannot guarantee specific shipping dates.

These “pre-orders” are processed pending item availability and payment verification. If there are any issues regarding your order, our customer service department will send you an email.

Delivery

We deliver within the Netherlands via PostNL or UPS. For worldwide delivery, we ship via UPS.

Additional taxes may be applied by the customs services in countries outside the European Union. These charges are payable by the customer.

Cancel/update Order

Unfortunately, we are unable to process any changes or cancel orders once they are placed.

You can return any unwanted items for a refund once you have received them.

At this time, we do not accept exchanges.

SHIPPING RATES

Netherlands             ---       

European Union       ---

Rest of the world     ---

RETURNS & REFUNDS

You can return any unwanted items within 15 days from the day of receipt.

Returning an item

Please contact us before you return your item at customerservice@biancamedaglia.comand let us know about the item(s) you wish to return. You can inform us of your decision to return an item within 15 days after receiving your order.

Once you have received a confirmation for return from our customer service, you may return the items in their original packaging within 15 days of the day of receipt.

Return costs are assumed by the customer. We recommend to use a shipping service that provides you with a “track and trace” code in order to prevent any loss or damage of your parcel.

Refunds

You will receive an email notification when your return has been processed.  Your refund will be credited to the original payment method within the following 10 working days. Please note that delays may occur due to varying processing times between payment providers.

Return Policy

The returned item must be sent in in their original packaging and received by us within 15 days from the day of receipt. The returned item must be sent to us in the exact condition in which it was received (with original tags and packaging attached). The return must include a complete return form which can be downloaded here.

Please note that a refund is not guaranteed if the items are received damaged, showing signs of wear, or sent without the original tags or packaging.

Also note that the refund will not cover any importation fees. 

Once we have processed your (undamaged) return, please allow 10 days for refund processing.

Please note that free return shipping labels are not included in the orders. If you wish to make an international return, please address your return to:

Bianca Medaglia Returns Dept.

Tolstraat 91-1

1074 VG Amsterdam

Noord Holland

The Netherlands

 
DAMAGED ITEMS, WARRANTY & REPAIRS

Damaged items

Your order arrived in less than perfect condition? In the unlikely event that you have received an item that is damaged, please notify us immediately. We will work with you to arrange the return of the damaged item, as well as to provide you with a replacement or refund. Damaged items must be reported within 7 days of receipt. All damages should be reported to customercare@biancamedaglia.com(be sure to include your order number).

Warranty

We have a one-year warranty on products purchased from biancamedaglia.com. We can arrange complimentary repairs for issues resulting from approved manufacturing defects within the warranty period.

Please note that our warranty does not cover general wear and tear, handbag restoration, and/or defects on merchandise that occurpassed the warranty period.

Please note that the costs for sending the item back to us for repair are assumed by the customer. We recommend to use a shipping service that provides you with a “track and trace” code in order to prevent any loss or damage of your parcel.

 Repairs

 We offer a free repairs service up to 12 months after purchase. In order to submit your repair request, please email customercare@biancamedaglia.com including photos of the damage, order number and proof of purchase.

Please note that all requests require case-by-case consideration. Once your request is received, we will contact you within 5 business days and inform you on the approximate repair time.

This service is exclusively offered to purchases made directly via our website, and these benefits cannot be passed on when buying or selling second hand items.

Please also note that the costs for sending the item back to us for repair are assumed by the customer. We recommend to use a shipping service that provides you with a “track and trace” code in order to prevent any loss or damage of your parcel.

Contact us:

If you have any other questions regarding our Privacy Notice, please contact us at customerservice@biancamedaglia.com