Last Modified: May 24th, 2019
How do I make a purchase?
Shopping at Bionda Castana is easy (but remember we aren’t open all the time!):
Use the SHOP link. You can also shop directly from our INSTAGRAM page.
Once you have found an item, choose your size and click on the 'ADD TO BAG' button on the product page.
Review the items in your shopping bag by clicking the 'CART' symbol at the top right hand side of the page.
Click on ‘CHECKOUT' to complete your order.
We open only 5 days a month, so our SHOP isn’t always open. Be sure to sign up to our newsletters to be informed as to when our drops are happening.
What payment methods do you take and is it safe?
We accept Visa, MasterCard, American Express, Maestro and JCB cards and are processed through a secure checkout system provided by Paypal.
If you would prefer to place an order by bank transfer, you can call Customer Service on 0044 7850 489506 (UK), message on WhatsApp on 0044 7850 489506 (UK), or email firstname.lastname@example.org for further instruction.
What if I don’t have a Paypal account?
Don’t worry. You can still use Paypal even without an account. We can send you a simple request for payment via the Paypal portal, which is secure, to your inbox. Once you click this link, you can simply enter your credit card details and we receive your payment via Paypal. Simple.
Am I able to pay for the shoes in instalments?
We are able to take orders by taking a 50% deposit, and 50% payment before shipment. Although our website is not geared up for this type of payment plan, please email email@example.com and a payment link via Paypal will be emailed across to you to facilitate.
Do I need to set up an account with Bionda Castana to place an order?
You can shop at Bionda Castana without creating an account. However, if you do register your details with us after your purchase, you’ll be able to enjoy the following benefits :
Review past purchases,
Save your address and card details so you can shop even quicker next time
Is my personal information kept private?
Can I choose a different currency to pay in other than GBP?
Our website currently shows only one currency, GBP (£). If you are purchasing outside of the United Kingdom however, your bank will convert the GBP amount into your home currency. Your bank will carry out the daily conversion rate for you. If you have any queries regarding this, is it best to contact your bank prior to purchase.
Why do I have to wait 4 weeks for my order?
Great question. Our website is only open 5 days a month and we only take orders via ‘pre-order’ which means that when we close after the 5 day ‘sale’ our orders are gathered and sent across to be manufactured. We don’t hold onto stock so shipping will never be immediate after purchase as we are also only using materials that are available from our surplus fabric library. The shoes are all hand-made to order at our factory in Milan, Italy in the colours, size and fabric that you have chosen. We need just a little time to make them for you so that they are perfect. You are contacted prior to them leaving the manufacturer with your shipping tracking number. 4 weeks is a short time to wait!
What if the size I have ordered isn’t actually my size once I receive it and want to change it?
Totally acceptable. Once you receive your order and you feel the fit and feel isn’t quite right, we will exchange the size for you no problem. It can only be exchanged for the same style originally ordered however.
Simply email firstname.lastname@example.org with your order number and the size you wish to exchange it for, and we will advise on next steps of how to return your item back to us free of charge. Once we receive the pair back, we will get to work on your new desired size, and shipped out to you as quickly as possible.
How do I know what size I am in your shoes if I haven’t bought from your brand before?
As a luxury brand, we recommend you purchase the size you usually buy in other luxury shoe brands as your guide. We provide sizing guidelines in the description under each style for sale, for example, if you should take a half size down, or up, or if the shoes fit true to size. If in doubt, always email us at email@example.com to discuss further so that we can help. Don’t let this stop you from ordering a pair you really love. We’d love to hear from you.
Why can’t I have a refund and only an exchange?
Unfortunately due to the bespoke nature of our business, refunds are unable to be given. Custom made styles are non-refundable, as they are made especially for you, but if you receive them and really don’t love them, we can provide you with a VOUCHER code for use on a future pair of shoes. We want you to love what you receive.
How do I exchange my item?
For more information on how to exchange, please read our Returns Policy. It couldn’t be easier! It involves sending an email to firstname.lastname@example.org and we send you all the relevant documentation to make your life easy.
What if I don’t see a shoe that I like from what is available?
We understand you may prefer the shoes you see in another dream colour or fabric from those that are for sale at that given time. If this is the case, please email email@example.com and we can discuss making you a custom item.
What if I have missed the deadline for ordering for a particular month, can I still have the style I missed out on?
Absolutely. Email us at firstname.lastname@example.org and we can take you through the steps of ordering a previous month’s style that you have missed out on.
Which destinations do you ship to?
Bionda Castana ship to 80 locations worldwide as listed below :
United Kingdom, Croatia, Denmark, Ireland, Finland, Greece, Portugal, Sweden, Spain, Andorra, Belarus, Kosovo, Jersey, Iceland, Guernsey, Gibraltar, Montenegro, Norway, Ukraine, Switzerland, Turkey, Macedonia, Moldova, Saudi Arabia, Australia, Qatar, Oman, New Zealand, Dominican Republic, Uruguay, Macau, South Africa, Austria, Belgium, France, Germany, Luxembourg, Netherlands, Monaco, Bahrain, Brunei Darussalam, Korea (the Republic of), Egypt, United Arab Emirates, Hong Kong, India, Kuwait, Malaysia, Thailand, Russian Federation, Singapore, China, Japan, Bulgaria, Cyprus, Latvia, Estonia, Lithuania, Malta, Poland, Czech Republic, Hungary, Slovakia, Slovenia, Romania, Bosnia and Herzegovina, Canada, United States, Israel, Jordan, Taiwan, Iraq, Algeria, Armenia, Georgia, Kazakhstan, Morocco, Tunisia, Vietnam, Italy
How long does delivery take, and how much does it cost?
We use DHL to ship and it can take between 2-5 days to arrive to you. We currently have a global shipping rate of £17 for the DHL trackable service but occasionally have special offers on shipping rates.
Is my package insured and do I need to sign for my order?
Your package is insured to the value of the item you have purchased, and to provide extra security, a signature will always be required. If you are not available when the delivery driver passes by your shipping address, they will leave you a card with their details so that you can rearrange delivery at more of a convenient time for you. (You won’t be able to amend the delivery address however.)
How much duties and taxes will I have to pay?
This varies per country and city. We would recommend you contact your customs and duties office in your country advising them of the item you are purchasing and value so that they can further advise.
Can I change or amend my order once it has been placed?
We are unable to change, cancel or amend your order. This includes amending the shipping address. It won’t be possible.
How can I track my order?
We provide you with a tracking number which will reach you by email once the goods have left our manufacturing facility. You can then click on the link once received in your inbox to track your parcel.
Can I buy a gift card?
Absolutely. Gift cards are sold in the form of a VOUCHER CODE which is to be entered at CHECKOUT at time of purchase under DISCOUNT or PROMOTIONAL CODE. If you are interested in purchasing a gift for someone, please email us at email@example.com and we can organise payment and your voucher code immediately for you.
Where can I find information on your sustainability commitments?
Our sustainability mission can be found by clicking this link on our website. It is constantly being updated so be sure to check in with us. If you do have any questions or further recommendations, do not hesitate to get in touch by email at firstname.lastname@example.org.