Refund policy
Last updated: 24 September 2026
1. Your right to cancel — 14 days
You may cancel your order within 14 days of the day on which you (or someone you nominate) physically receive the goods. If the order is delivered in several parcels, the 14 days run from the last parcel. You do not have to give a reason and you do not pay any penalty.
This applies in full to made-to-order items as well: they are our standard sizes, made in our workshop after you order, not made to your specifications.
2. How to cancel
Tell us before the 14 days expire, in any clear statement. You can email shop@biancaandnoe.com stating your order number, or use the model cancellation form at the end of this policy (optional — you do not have to use it).
Sending the goods back without telling us first is not, in itself, a valid cancellation: please write to us as well. We will acknowledge your cancellation by email.
3. Sending the goods back
Send the goods back within 14 days of telling us you are cancelling, to:
Bianca&Noè S.r.l. — Returns
Via Martiri della Libertà 44, 28040 Varallo Pombia (NO), Italy
Who pays for the return: you do. The cost of returning the goods is yours, and we estimate it at € 8–15, depending on the carrier you choose and the country you send from. You may use any carrier you like; we recommend a tracked service, because you are responsible for the goods until they reach us. Parcels sent to us carriage-forward will be refused.
4. Condition of the goods
You may handle and try on the garments as you would in a shop. Trying something on does not cost you your right to cancel.
You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. In practice, please return the items:
- unworn beyond trying on, unwashed and unaltered;
- with all original tags attached;
- with their original packaging where possible.
If the items come back visibly worn, washed, damaged or with tags removed, we may reduce the refund by an amount corresponding to the loss of value. We will tell you the amount and why, before refunding.
5. Your refund
We refund you within 14 days of the day you tell us you are cancelling. We may withhold the refund until we receive the goods back, or until you send us proof that you have sent them, whichever is earlier.
We refund:
- the full price of the goods returned;
- the standard outbound shipping cost you paid, if you cancel the whole order. If you cancel only part of an order, the outbound shipping is not refunded. If you chose a more expensive delivery option than our standard one, we refund the standard cost only.
We do not refund the cost of sending the goods back to us (clause 3).
We refund using the same payment method you used, unless you agree otherwise. The refund costs you nothing. Depending on your bank or card issuer, it may take a few more days to appear on your statement.
6. When the right to cancel does not apply
The right to cancel does not apply to goods made to your specifications or clearly personalised. Our made-to-order sizes are not in this category: they are standard sizes, and the right to cancel applies to them in full.
7. Exchanges
We do not offer direct exchanges. If you would like a different size or colour, cancel the item as above and place a new order — that way you get the item you want straight away, without waiting for the return to reach us.
8. Faulty or incorrect items — legal guarantee of conformity
This is separate from, and in addition to, your right to cancel. Under Articles 128 to 135-septies of the Italian Consumer Code (Legislative Decree 206/2005, as amended by Legislative Decree 170/2021):
- We are liable for any lack of conformity existing at delivery and becoming apparent within 2 years of delivery. Your claim is time-barred 26 months after delivery.
- For a defect appearing within the first year, it is presumed to have existed at delivery — you do not have to prove it.
- You do not have to report the defect within any particular deadline, but please tell us as soon as you can.
- You may ask for repair or replacement, free of charge. If that is impossible, disproportionate, or not carried out within a reasonable time and without significant inconvenience to you, you may ask for a price reduction or cancel the contract and get a refund.
- The guarantee is free: we pay any shipping, labour and materials.
How to claim. Email shop@biancaandnoe.com with your order number, a description of the problem and a photograph. We will reply within 2 working days and tell you how to send the item back — at our expense where the guarantee applies.
Wear and tear from normal use, damage caused by incorrect washing or by not following the care instructions, and the natural variation of undyed or plant-dyed fabrics are not defects.
9. Contact
shop@biancaandnoe.com — +39 327 535 7346 — Monday to Friday, 9:00–17:00 CET.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it — any clear statement is enough.
To: Bianca&Noè S.r.l., Via Martiri della Libertà 44, 28040 Varallo Pombia (NO), Italy — Email: shop@biancaandnoe.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
..................................................................................................
Ordered on (*) / received on (*): ..............................................
Order number: ..............................................
Name of consumer(s): ..............................................
Address of consumer(s): ..............................................
Signature of consumer(s) (only if this form is notified on paper): ..............................
Date: ..............................
(*) Delete as appropriate.