Return & Refund Policy
Your satisfaction is our top priority. We want you to feel completely comfortable shopping with us, and our customer service team is available 24/7, worldwide, to assist you every step of the way. No matter the time or where you are, we are always here to help in any way we can so you never have to worry about any inconvenience.
Return Window
You have 14 days from the date your bag is delivered to request a return. Please note that the 14-day countdown begins when you receive your package, not when you place your order. Don't wait!
Return Requirements
To be eligible for a return, your bag must be
- ✓ Unused and in perfect condition
- ✓ Complete with all original tags attached
- ✓ In the original packaging, including the dust bag
- ✓ Free of any signs of wear, marks, or odors
You will also need your order number and proof of purchase.
How to Return
1. Email us at contact@biancavele.com within 14 days of delivery. Please include your order number and the reason for your return.
2. Receive your return instructions. Our team will reply within 24–48 hours with everything you need.
3. Pack and ship your bag. Please use the original packaging and a trackable shipping method.
4. Get your refund. Once we receive and inspect your return (within 3–5 days), we will issue your refund to your original payment method within 5–7 business days.
Exchanges
Looking for a different style or color? Simply let us know when you email us, and we'll be happy to help you exchange it, subject to availability.
What We Can't Accept
- ✗ Returns requested after 14 days
- ✗ Personalized or custom bags
- ✗ Items marked as Final Sale
- ✗ Used bags or items without tags
- ✗ Bags without their original packaging
Damaged or Wrong Item?
If your bag arrives damaged or you received the wrong item, please email support@biancavele.com within 48 hours. We'll make it right immediately with free return shipping.
Shipping Costs
- Standard returns: Return shipping is covered by the customer.
- Damaged or incorrect items: We cover the return shipping.
We recommend using a tracked and insured shipping method, as we cannot be held responsible for return packages lost in transit.
Refunds
- Refunds are issued to your original payment method.
- We refund the bag price only — original shipping fees are non-refundable.
- Please allow 5–7 days for processing, plus an additional 3–10 days for your bank to complete the transaction.
Questions?
We're always here for you. Our customer service team is available 24/7, worldwide, to make sure your experience is smooth, comfortable, and completely worry-free.
Thank you for choosing us, and remember, whatever you need, we're here to help in any way we can.
Remember: 14 days from delivery. Don't wait!