FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
ORDERS
How do I place an order on the Site?
To browse our online catalogue, select The Store from our main menu and proceed to the desired style or collection. Once you click a product from the selection, you will find the available sizes, colors and quantity on the designated product page. Add your selection of products to your Shopping Bag. Once you are ready to complete your purchase, review your Shopping Bag and proceed to Checkout. Enter your Shipping Address and select your Shipping Method. On the following page, enter your desired Payment Method and Billing Address. After reviewing the entered information and your final order, click Complete Order.
How do I know my order is confirmed?
Soon after you complete your order, you will receive an order acknowledgement email containing the details of the order you placed on the Site. After we verify the availability of the products you have ordered, our warehouse will proceed to process and prepare your order for shipment. You will then receive a confirmation email from us with your invoice verifying that your order has been accepted and shipped to you.
How do I modify or cancel my order that I have just placed on the Site?
If you wish to modify or cancel your order once it has been placed, please contact customerservice@biancabalti.com immediately. We will make every effort to accommodate your request. Please note, we are unable to accept modifications or cancellations to your order under any circumstance if it has already been processed for shipment. In this event, once you receive your shipment, please follow our Returns & Exchanges policy to complete your return. Should you wish to purchase an alternative product, please visit the Site to make a purchase.
How do I check the status of my order?
You should receive a confirmation email within 24 hours of placing your purchase, recapping your order details. Follow the link directing you to view your order in the email and you will be able to check the status immediately.
Why have I not received an order confirmation email?
If you have not received an order confirmation email within 24 hours, please check your spam or junk mail folder as we may not be on your safe senders list. If you are still unable to locate our email after the allotted time, please contact customerservice@biancabalti.com.
What payment methods are accepted for ordering on the Site?
We accept payment through all major credit cards, PayPal and Apple Pay. Please note that you will only be charged once your order has been accepted and shipped.
How do I know the payment method for my purchase is secure?
The credit card information you provide is encrypted using Secure Socket Layer (SSL) technology and stored with an AES-256 encryption. This technology protects your payments details and offers security for all transactions made on the Site. For more information, please read our Privacy Policy.
SHIPPING
How do I know my package has been shipped?
You will receive an email verifying that your order has been accepted and will be shipped to you. You may use the link in your email to view your order, where you will be able to find your tracking information. Please allow 2 business days for your order to be processed and shipped
How do I track my package?
When you view your order on our website, there is a link available to track your shipment. Please make sure you have received a confirmation email from us, accepting your order with an invoice, before attempting to track your order
How long will it take to receive my order if I reside in the US?
If you place your order selecting the standard shipping option, please allow for 5-10 business days for your order to be shipped.
What do I do if I have received a damaged item?
If you receive a damaged item, please contact customerservice@biancabalti.com within 14 days from the date you receive your order. A member from our customer service team will assist you in exchanging or returning the item.
RETURNS
What conditions do I have to meet in order to qualify for a return?
The purchased products complying with the following conditions will be eligible for a return. All products must be unused and in their original condition. All product tags must be attached, and special packaging items must be included in the original shipping box provided.
What is the process to return a product that I have purchased on the Site?
Please refer to our Returns & Exchanges policy and follow the steps to complete a return. If you have any additional questions, please contact customerservice@biancabalti.com within 30 days of receiving your order.
How long will it take to process my refund?
Once your return has been received, inspected and processed, we will send you an email to notify you that your return has been approved. Please allow 5-10 business days for us to process your return and initiate your refund.
Where will my refund be credited to?
Refunds will automatically be credited to your original method of payment, in the same currency as your purchase. Please note that due to security reasons, we are unable to credit you through an alternative method of payment or currency.
What is the process to exchange a product that I have purchased from the Site?
You eligible to exchange a product within 30 days of the delivery date of your original order. Please follow the Returns & Exchanges policy and place a new order on the Site. Please allow 10-15 business days from the shipping date of your return for your exchange to be processed.
What if I wanted to exchange a product for a different size, but that particular size is not in stock?
Due to the special nature of our products, all sizes, colors and styles are made in limited quantities. To ensure that you are notified when a specific size is restocked, please register your email address on the Site.
INTERNATIONAL ORDERS
What countries do you ship to?
We ship worldwide.
How long will it take for my order to be delivered to me?
Please allow for 2-3 weeks for your order to be delivered to you. Please note that due to customs, we are not able to calculate the additional time required, should your package be stopped for custom clearance reasons. Please allow for extra time and contact your local customs office for more information.
Why is my order delayed?
Please note that delays can occur for international orders due to custom clearance. If you have not received your order after 2-3 weeks, please contact your local customs office for more information on how to clear your package.
How do I know how much I am being charged for my purchase?
After your order is processed from our end, you will receive a confirmation email containing your invoice. Your invoice contains the amount you have been charged for your order. Please note that we cannot determine or be responsible should your order be subject to import taxes, custom duties and fees.
Are the import taxes, custom duties and fees paid on my behalf?
Orders shipped outside of the United States may be subject to import taxes, custom duties and fees by the destination country once the shipment reaches the country. Please note that we are not able to control or predict these charges and cannot be responsible for the fees for custom clearance.
We advise you to contact your local customs office for more information on custom clearance times, guidelines and procedures.
SIZING
What size range is offered on the Site?
We offer US sizing available in 2, 4, 6, 8, 10, and 12.
How do I covert the sizes provided on the product page to an international size I am more familiar with?
For your convenience, we have converted our size range to multiple international size ranges. Please refer to our Size Guide at the footer of The Site.
How do I know which size to select if I am pregnant?
We recommend selecting your pre-pregnancy size as our garments provide extra ease for your comfort.
Will the size I buy fit me through to the end of my pregnancy?
Every stage of womanhood and pregnancy is unique. Our garments are designed to be maternity-friendly and versatile. They can thus be worn by pregnant and non-pregnant women alike. The fit lasts you not only throughout your pregnancy, but through all stages of womanhood.
I need more advice on what size to purchase, who can I consult?
Do not hesitate to contact us if you have any additional sizing questions. Please complete the contact form to the right and we will respond to your inquiry within 48 hours.
SOLD OUT ITEMS
Do you restock styles and sizes that are sold out?
We cannot guarantee that a particular size, color or style will be restocked due to the special nature of our product.
How can I be notified when a product is back in stock?
Please register an account on the Site to be notified when a product returns to stock.
Do I have to register for an account if I want to be notified when a product is restocked?
To be notified when a particular product is restocked, you must register an account on the Site. If you do not wish to register, you can also follow us on Facebook, Instagram and Twitter, as we always update our followers when a product returns to stock.
How long will it take for a product or size to be restocked?
Our use of deadstock fabric limits our ability to guarantee that a particular product or size will be restocked. Please explore The Renaissance Collection, The Limited Edition Collection and The Vintage Collection for availability of a particular style in a different fabrication.
My order was confirmed. Why have I received an email saying the product I ordered is not in stock?
Please note that an order acknowledgement email is only to recap the details of your order. Your order is only accepted and confirmed after we verify the availability of the products you have ordered and prepare your order for shipment. You are then sent a confirmation email accepting your order, which contains your final invoice.
If you have received an email saying the product you have ordered is not in stock, it means that after verifying the availability of the products you ordered, we concluded that your product was not available in stock and cannot confirm your order.
REGISTERING YOUR ACCOUNT
How do I register for an account on the Site?
First time guests can register an account by entering their email address into the Mailing List section on the footer of the Site’s Home Page.
Do I need to register for an account before placing an order?
Customers are not required to register an account on the Site and are easily able to place orders as a Guest.
How do I change or modify my account information?
Please login to your registered account on our website. This option is located at the top right corner of our homepage. Once you log in, you will be able to modify your personal information.
How do I recover the password for my registered account?
Please follow the link to sign in to your account. You will see an option for Forgot Your Password. Please select this option. An email will be sent to your account to reset your password, please follow the instructions accordingly.
What are the special advantages of registering for an account on the Site?
Registering an account ensures a tailored shopping experience. You are granted access to exclusive content on the latest arrivals and offers. You are able to store your address and payment preferences for a faster checkout. You are able to track your order history, follow delivery and manage your returns. Additionally, should you require any assistance after your order has been placed, a registered account also allows for seamless communication with our customer service representatives.
Is my personal information secure on the Site and Services?
To protect the confidentiality and security of your personal data, any information provided is encrypted using Secure Socket Layer (SSL) technology with an AES-256 encryption. This protects your personal details. For more information, please read our Privacy Policy.
How do I delete my registered account?
Please contact customerservice@biancabalti.com, and request for your account to be deleted. We will immediately remove your account from our database.
ORDERS
How do I place an order on the Site?
To browse our online catalogue, select The Store from our main menu and proceed to the desired style or collection. Once you click a product from the selection, you will find the available sizes, colors and quantity on the designated product page. Add your selection of products to your Shopping Bag. Once you are ready to complete your purchase, review your Shopping Bag and proceed to Checkout. Enter your Shipping Address and select your Shipping Method. On the following page, enter your desired Payment Method and Billing Address. After reviewing the entered information and your final order, click Complete Order.
How do I know my order is confirmed?
Soon after you complete your order, you will receive an order acknowledgement email containing the details of the order you placed on the Site. After we verify the availability of the products you have ordered, our warehouse will proceed to process and prepare your order for shipment. You will then receive a confirmation email from us with your invoice verifying that your order has been accepted and shipped to you.
How do I modify or cancel my order that I have just placed on the Site?
If you wish to modify or cancel your order once it has been placed, please contact customerservice@biancabalti.com immediately. We will make every effort to accommodate your request. Please note, we are unable to accept modifications or cancellations to your order under any circumstance if it has already been processed for shipment. In this event, once you receive your shipment, please follow our Returns & Exchanges policy to complete your return. Should you wish to purchase an alternative product, please visit the Site to make a purchase
How do I check the status of my order?
You should receive a confirmation email within 24 hours of placing your purchase, recapping your order details. Follow the link directing you to view your order in the email and you will be able to check the status immediately.
Why have I not received an order confirmation email?
If you have not received an order confirmation email within 24 hours, please check your spam or junk mail folder as we may not be on your safe senders list. If you are still unable to locate our email after the allotted time, please contact customerservice@biancabalti.com.
What payment methods are accepted for ordering on the Site?
We accept payment through all major credit cards, PayPal and Apple Pay. Please note that you will only be charged once your order has been accepted and shipped.
How do I know the payment method for my purchase is secure?
The credit card information you provide is encrypted using Secure Socket Layer (SSL) technology and stored with an AES-256 encryption. This technology protects your payments details and offers security for all transactions made on the Site. For more information, please read our Privacy Policy.
SHIPPING
How do I know my package has been shipped?
You will receive an email verifying that your order has been accepted and will be shipped to you. You may use the link in your email to view your order, where you will be able to find your tracking information. Please allow 2 business days for your order to be processed and shipped.
How do I track my package?
When you view your order on our website, there is a link available to track your shipment. Please make sure you have received a confirmation email from us, accepting your order with an invoice, before attempting to track your order.
How long will it take to receive my order if I reside in the US?
If you place your order selecting the standard shipping option, please allow for 5-10 business days for your order to be shipped.
What do I do if I have received a damaged item?
If you receive a damaged item, please contact customerservice@biancabalti.com within 14 days from the date you receive your order. A member from our customer service team will assist you in exchanging or returning the item.
RETURNS
What conditions do I have to meet in order to qualify for a return?
The purchased products complying with the following conditions will be eligible for a return. All products must be unused and in their original condition. All product tags must be attached, and special packaging items must be included in the original shipping box provided.
What is the process to return a product that I have purchased on the Site?
Please refer to our Returns & Exchanges policy and follow the steps to complete a return. If you have any additional questions, please contact customerservice@biancabalti.com within 30 days of receiving your order.
How long will it take to process my refund?
Once your return has been received, inspected and processed, we will send you an email to notify you that your return has been approved. Please allow 5-10 business days for us to process your return and initiate your refund.
Where will my refund be credited to?
Refunds will automatically be credited to your original method of payment, in the same currency as your purchase. Please note that due to security reasons, we are unable to credit you through an alternative method of payment or currency.
What is the process to exchange a product that I have purchased from the Site?
You eligible to exchange a product within 30 days of the delivery date of your original order. Please follow the Returns & Exchanges policy and place a new order on the Site. Please allow 10-15 business days from the shipping date of your return for your exchange to be processed.
What if I wanted to exchange a product for a different size, but the particular size is not in stock?
Due to the special nature of our products, all sizes, colors and styles are made in limited quantities. To ensure that you are notified when a specific size is restocked, please register your email address on the Site.
INTERNATIONAL ORDERS
What countries do you ship to?
We ship worldwide.
How long will it take for my order to be delivered to me?
Please allow for 2-3 weeks for your order to be delivered to you. Please note that due to customs, we are not able to calculate the additional time required, should your package be stopped for custom clearance reasons. Please allow for extra time and contact your local customs office for more information.
Why is my order delayed?
Please note that delays can occur for international orders due to custom clearance. If you have not received your order after 2-3 weeks, please contact your local customs office for more information on how to clear your package.
How do I know how much I am being charged for my purchase?
After your order is processed from our end, you will receive a confirmation email containing your invoice. Your invoice contains the amount you have been charged for your order. Please note that we cannot determine or be responsible should your order be subject to import taxes, custom duties and fees.
Are the import taxes, custom duties and fees paid on my behalf?
Orders shipped outside of the United States may be subject to import taxes, custom duties and fees by the destination country once the shipment reaches the country. Please note that we are not able to control or predict these charges and cannot be responsible for the fees for custom clearance.
We advise you to contact your local customs office for more information on custom clearance times, guidelines and procedures.
SIZING
What size range is offered on the Site?
We offer US sizing available in 2, 4, 6, 8, 10, and 12.
How do I covert the sizes provided on the product page to an international size I am more familiar with?
For your convenience, we have converted our size range to multiple international size ranges. Please refer to our Size Guide at the footer of The Site.
How do I know which size to select if I am pregnant?
We recommend selecting your pre-pregnancy size as our garments provide extra ease for your comfort.
Will the size I buy fit me through to the end of my pregnancy?
Every stage of womanhood and pregnancy is unique. Our garments are designed to be maternity-friendly and versatile. They can thus be worn by pregnant and non-pregnant women alike. The fit lasts you not only throughout your pregnancy, but through all stages of womanhood.
I need more advice on what size to purchase, who can I consult?
Do not hesitate to contact us if you have any additional sizing questions. Please complete the contact form to the right and we will respond to your inquiry within 48 hours.
SOLD OUT ITEMS
Do you restock styles and sizes that are sold out?
We cannot guarantee that a particular size, color or style will be restocked due to the special nature of our product.
How can I be notified when a product is returned in stock?
Please register an account on the Site to be notified when a product returns to stock.
Do I have to register for an account if I want to be notified when a product is restocked?
To be notified when a particular product is restocked, you must register an account on the Site. If you do not wish to register, you can also follow us on Facebook, Instagram and Twitter, as we always update our followers when a product returns to stock.
How long will it take for a product or size to be restocked?
Our use of deadstock fabric limits our ability to guarantee that a particular product or size will be restocked. Please explore The Renaissance Collection, The Limited Edition Collection and The Vintage Collection for availability of a particular style in a different fabrication.
My order was confirmed. Why have I received an email saying the product I ordered is not in stock?
Please note that an order acknowledgement email is only to recap the details of your order. Your order is only accepted and confirmed after we verify the availability of the products you have ordered and prepare your order for shipment. You are then sent a confirmation email accepting your order, which contains your final invoice.
If you have received an email saying the product you have ordered is not in stock, it means that after verifying the availability of the products you ordered, we concluded that your product was not available in stock and cannot confirm your order.
REGISTERING YOUR ACCOUNT
How do I register for an account on the Site?
First time guests can register an account by entering their email address into the Mailing List section on the footer of the Site’s Home Page.
Do I need to register for an account before placing an order?
Customers are not required to register an account on the Site and are easily able to place orders as a Guest.
How do I change or modify my account information?
Please login to your registered account on our website. This option is located at the top right corner of our homepage. Once you log in, you will be able to modify your personal information.
How do I recover the password for my registered account?
Please login to your registered account on our website. This option is located at the top right corner of our homepage. Once you log in, you will be able to modify your personal information.
How do I recover the password for my registered account?
Please follow the link to sign in to your account. You will see an option
for Forgot Your Password. Please select this option. An email will be sent to your account to reset your password, please follow the instructions accordingly.
What are the special advantages of registering for an account on the Site?
Registering an account ensures a tailored shopping experience. You are granted access to exclusive content on the latest arrivals and offers. You are able to store your address and payment preferences for a faster checkout. You are able to track your order history, follow delivery and manage your returns. Additionally, should you require any assistance after your order has been placed, a registered account also allows for seamless communication with our customer service representatives.
Is my personal information secure on the Site and Services?
To protect the confidentiality and security of your personal data, any information provided is encrypted using Secure Socket Layer (SSL) technology with an AES-256 encryption. This protects your personal details. For more information, please read our Privacy Policy
How do I delete my registered account?
Please contact customerservice@biancabalti.com, and request for your account to be deleted. We will immediately remove your account from our database.