FAQ's

FAQ’s ON PAYMENT
Q: What payment methods do you accept?
A: We accept the following major credit and debit cards; Visa, MasterCard, Maestro, Switch and Solo. You can also pay through PayPal.

Q: Is my payment information safe?
A: Security is very important to us at Bianca du Val and our site contains its own encryption software to ensure your information is always safe. All transaction information passed between our site and the Payment Systems is encrypted using 128-bit SSL certificates.  No cardholder information is ever passed unencrypted and any messages sent to our servers from the Payment System are signed using MD5 hashing to prevent tampering.  You can be completely secure in the knowledge that nothing passed to the Payment servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Once on the Payment systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the UK & US Government.  The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract.  The data held by the Payment system is extremely secure.

The Payment system have multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks.  Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

No individuals within the Payment system are able to decrypt transaction information or cardholder data.  Their systems only allow access to their most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police).  Your transaction information and customer card information is secure even from their own employees because their systems never display the full card numbers, even on administration screens.

Q: What currencies do you accept?
A: Bianca du Val currently only accepts Pound Sterling.

Q: When will I be charged?
A: If your card has been authorised, payment will be taken immediately. You will receive an eMail confirming your order has been successful.

In the event that your card has not been authorised for payment, payment will not be taken, and we will eMail you to let you know why your bankcard or issuer could not authorise the payment. Do not worry at this stage since there is usually something simple that can be done to fix this.

Q: What is ‘MasterCard SecureCode?

A: This is a service that has been introduced to all Maestro cardholders to protect your card details with a personal password so you can shop with the assurance that your information is safe. For more information click on the link http://www.mastercard.com/uk/personal/en/cardholderservices/securecode/faqs.html

FAQ’s ON DELIVERY
Q: What delivery options do you provide?
A: We offer three delivery options for our UK clients. A FREE First Class option (up to £10.00), A First Class option which takes 2-3 working days and a Next Day (signed for) Service where you will receive your item(s) the next day between 9am and 5pm providing the order is made before 4pm.

For our International clients, we only offer one option that is Recorded Delivery (AirSure) and takes up to 10 working days.

Please refer to our Delivery section for more information on delivery.

Q: How much does postage and packaging cost?
A: For our UK deliveries of clothes we have a FREE Postage charge of items up to £10.00, we charge £3.95 for First Class and £5.30 for the Next Day Service. For footwear we charge £6.95 for Next Day Service.

For our International deliveries, we charge £15.95 for clothes. Please use the Enquiry Form about International postage for footwear.

Q: Where do you deliver?
A: You can find out if we deliver to your Country by referring to our list of International Countries we deliver. If your Country is not on our list, we apologise but cannot delivery to you at the moment.

Q: Do I need to sign on delivery?
A: Yes, deliveries require a signature on receipt. If there is no one available to sign, Royal Mail will take your package to the nearest Post Office and will provide you with details on how to collect it.

Q: Which carrier will deliver my order?
A: We use Royal Mail for all deliveries.

Q: Will I be charged customs and import charges?
A: Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and are unable to tell you what the cost would be since customs policies and import duties vary widely from Country to Country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Q: What happens if I do not receive my order on time?
A: If you have ordered by next day delivery before 4pm and your order does not arrive by 1pm the following day please Contact Us and we will contact Royal Mail. If there has been a mistake by either us or Royal Mail, we will refund you delivery cost.

If you have ordered by First Class Delivery, we can only estimate that your order will take 2-3 days. If it has taken over a week please Contact Us and we can try to locate it with Royal Mail. If we fail to track your order we must wait 15 working days until we can refund you or despatch another parcel since we must wait this long to claim against Royal Mail.

FAQ’s ON SIGNING UP/ MY ACCOUNT
Q: Do I need to sign up in order to shop?
A: Yes. Setting up an account makes it easier for us and for you. It will allow you to order without having to fill out your details every time you shop with us. You will also receive some benefits such regular newsletters and better yet exclusive discounts and offers from time to time.

You can set up an account before you start shopping or alternatively you can add any items you like to the shopping bag and create an account at the checkout.

To sign up click here

Q: How do I sign up for the Bianca du Val Newsletter?
A: The easiest way to sign up for our Newsletter is to Create an Account. You will not have to purchase anything at the time; this will just give you a head start when you do.

Alternatively, you can enter your eMail address under the Newsletter section on our home page.

Q: How do I change my details?
A: Once you have set up an account you can log into 'My Account' at anytime to change your eMail, password and delivery details.

FAQ’s ON ORDERS
Q: How do I make an order?
A: To make an order you can browse through the online shop and select the item(s) you wish to purchase. You then add the item you want to your bag.

To complete the order, go to the checkout area where you can pay for your item(s). If you are a registered user and are logged in, you will go straight to the payments section. If you are a new user, you will have to register and you will then be re-directed to the payment section.

Q: How do I change or cancel my order?
A: This would depend on the status of your order. If your order has already been dispatched then the item(s) will have to be returned once you have received them. If the item(s) have not been dispatched, you can Contact Us using our enquiry form providing all your order information. We cannot guarantee that your order will be changed or cancelled but we will try our best.

FAQ’s ON DISCOUNT CODES
Q: What is a discount code?

A: Discount codes are something we like to publish or send to our registered customer from time to time. By redeeming them, you will be able to save a percentage on certain items or off your whole order!

Q: Where can I find discount codes?

A: We will eMail our clients with a registered account from time to time with special discount codes. If you do not have an account just set one up and you will receive any special promotions we offer. It could not be any easier!
We might also team up with some fashion press from time to time to offer discounts to readers so make sure your keep your eyes open for any special offers.

Q: How do I redeem discount codes/coupons?
A: If you want to use your discount code in order to make a saving you must first add the goods you want to buy to the shopping bag and proceed to the checkout. On the payment information page, you can enter the code and click on ‘redeem’. Your order price will then be re-calculated and you can proceed to the checkout with a great saving.

Q: What happens if I forgot to use my discount code?
A: If you forgot to use your discount code and have already checked out there is nothing we can do unfortunately. However, please bear in mind some discount codes will last for a certain time period so your welcome to use them again!

FAQ ON RETURNS
Q: How do I return an item?
A: If you want to return your purchase it must be in condition with our Returns Policy and within 14 days of the date shown on your dispatch note, including all security tags intact.

You must notify us online one before you make a return. You can do this by:

• Log intothe Bianca du Val website.
• Click 'Contact' on the top menu option.
• Complete the information on this page and click the 'Submit' button.

Your return will then be logged online.

• Repack the item in the same condition it was in when received.
• Once you have used the 'Contact Form', you will receive an eMail with our return address.

You then need to return the package to a Post Office counter. Remember to obtain and keep a certificate of postage from the Post Office since this will act as your proof of delivery.

EU & REST OF THE WORLD CLIENTS: In order to make a return please follow our Returns Procedure but you will have to pay for the returns cost yourself.

Q: What do I do if I receive the wrong item?
A: In the unlikely event that we send you the wrong item please forgive us!
Please contact us via our Enquiry Form and give us the following details:

• Order number
• Product code or name
• Details of the fault
• Whether you would like to refund or exchange the item(s)

Bianca du Val is an Online Fashion Store, which means you can shop with us 24 hours a day, 7 days a week, from all over the world (here is the list of countries we ship to), and you don't even have to carry your own shopping home, because we deliver it to your front door!