RETURNS + EXCHANGES

Returning an item for an exchange couldn’t be easier. Try your purchases on in the comfort of your own home and if you need to send them back, you have 14 days from the date you received your order to return them for an exchange.

Please inform our customer care team within 48 hours of receiving goods, should you wish to make an exchange. They will authorise your return and send all necessary paperwork for the return shipment.

If you have a sizing issue, we can exchange the original order for a different size. Any new sizing requests will incur the standard 3-week lead time to produce, which will only commence following the return of the original goods.

Return shipping is complimentary on all exchanges, although customers outside the EU are responsible for taxes and duties.

Please make sure your items are returned new, unused and with all original packaging. Returns that do not meet our policy will not be accepted.

Please contact our customer care team by emailing n@biondacastana.com if you have any further questions.


Refunds & Cancellations

As each Bionda Castana shoe is custom made we cannot offer a refund unless:

  • The item received does not match the order or;

  • The item is faulty

If the item(s) delivered do not match your order please contact our customer care team outlining the issue and we will arrange the return of said goods. Please remember to include your name, original invoice number and date the order was placed. 

If the items(s) have a problem relating to the quality of the product, please send a description of the issue and any supporting photographic files to our customer care team on n@biondacastana.com, who will assess. Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

Any subsequent refunds will be credited to the original payment method. Customs duties and sales taxes are non-refundable through Bionda Castana. However, you may be able to recover these by contacting your local customs bureau directly. Please note that refunds can take up to 10 working days to show on your Paypal account.

As our production to delivery lead times are so condensed, we are not able to accept order cancellations.

For exchanges, please see Returns & Exchanges and Returning Your Purchase sections.


Returning your purchase

If you need to send back your original order for another size, you have 14 days from the date you received your order to return them for an exchange. We recommend that you book your return pick-up within 7 days of your delivery date to ensure it reaches us within 14 days.

Items must be returned unworn, undamaged and with all original tags attached to be in a returnable condition. Inclusive of product cards and dust bags, as these form part of the product.

Please inform our customer care team within 48 hours of receiving goods, should you wish to make an exchange. They will authorise your return and send all necessary paperwork for the return shipment.

Please follow the steps below to return your purchase:


Contact our Customer Care team

  1. Email our dedicated customer care team with your full name, order number, date of purchase and reason for the exchange – n@biondacastana.com.

  2. Once authorised for return, you will be emailed a DHL airway bill and a returns invoice. We recommend that you book your return pick-up within 7 days of your delivery date to ensure it reaches us within 14 days.


Prepare your package for return

  1. Place the item(s) with all the original packaging inside the box. Items must be returned in their original branded boxes and placed inside a protective outer box for shipping. 

  2. Print three copies of the returns invoice and one copy of the DHL airway bill (you will also need to print the DHL archive document).

  3. Place one copy of the returns invoice inside the package and seal.

  4. Affix the DHL airway bill to the exterior of the package.

  5. Take the package to your nearest DHL drop off point or call DHL to arrange a collection free of charge. (DHL may wish to inspect the contents of the package).

  6. Provide the additional two signed copies of the returns invoice and the DHL archive document to DHL.

  7. Ensure you keep a copy of the DHL receipt for your records until the package is received at our distribution centre.

On receipt our Customer Care team will be in touch with regards to the size exchange.

Our Policy

All items being returned for an exchange must be returned new, unused and with all original packaging Returns that do not meet our policy will not be accepted.


Trying on your purchases

When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Returns must also include the product card, dust bag, original branded box and heel tips as these are considered part of the product. Please place the shoe box inside another box to prevent damage during shipping. 


Late Returns - Exchanges

Your purchase should be sent back to us for an exchange within 14 days of receiving your order. Returns outside of this period may not be accepted and is solely at the discretion of Bionda Castana. 

Faulty goods

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

If your item is faulty when you receive it, please contact our customer care team – n@biondacastana.com.

Lead times

Average lead times from order confirmation to good ship date is three weeks. Please note that these are average lead times and are not a guarantee of which day your order will be delivered. Bionda Castana accept no liability for any delay (inclusive of delays caused by the logistics carrier or situations arising from force majeure).

Shipping Charges

Your shipping charges are calculated at checkout. An extra £5 is added per box on multiple purchases.