FREE SHIPPING IN ITALY | WW ON ORDERS OVER €300

Customer Care

Our Customer Care answers every day
from Monday to Friday
from 9am to 1pm 
and from 2pm to 6pm CET,
except Italian holidays.

We can give our customers a feedback within 48h at latest, but due to the large number of the daily e-mails received, some response may take longer than expected. 


If you experienced any issue with a product purchased on our website, we kindly ask you e-mail us at CustomerCare@blanca-h.com explaining the problem, including the order number and attaching pictures that shows the defect. We will take care of the matter as soon as possibile and we will send you all the necessary instructions to return us the product under warranty.

For any corporate, press and vacancy enquiry, please refer to OLG corporate website:
www.onwardluxurygroup.com

Onward Luxury Group
Via Cassia, 69
50023 Tavarnuzze/Impruneta (Firenze)

 




All the orders are processed within 24/48h from the payment.We deliver all our orders world wide through Express shipping (DHL courier). Check the estimated delivery timing by shipping country here.

You will receive a tracking number as soon as your parcel has shipped.Deliveries will occur during business hours from Monday to Friday, holidays excluded. If the parcel is not deliverable on the first attempt, the courier will attempt to deliver it again two more times.

If you wish to receive more information on your shipment, you can contact us via e-mail by completing the contact form. We are at your disposal from Monday to Friday, from 9.00am to 6.00pm (HKT), excluding bank holidays.

It is not possible to place orders with a shipping country that is different from the country you have chosen for navigating the website. Shipping is DDU (deliveded duty unpaid) for all the countries that require custom taxes, except for United States and Japan for which shipping is DDP (delivered duty paid)

 

 

PAYMENTS

BLANCAH accepts the following payment methods: Visa, Mastercard, Visa Electron, PayPal, Maestro, American Express, JCB. BLANCAH offers a fast purchase service, which allows you to save your credit card details for future purchases.

Payment data is collected through the most advanced technological coding system (SSL) and our store uses a secure Trustwave and GeoTrust certified server to guarantee maximum protection

Payment usually occurs in two steps:
- authorisation: the customer's payment details are verified and the order amount is reserved.
- aquisition: the reserved amount is transferred from the customer’s account to the BLANCAH’s account.
As a default setting payments are processed immediately after the authorisation.

Only products actually shipped will be charged. The payment will be shown on the statement as Drop Srl.

 

 

RETURNS

Not happy with your order?

If you wish to return your order, you can do it within 30 days from the receipt of your order. 

 

All items must be returned unworn, undamaged and with all the original tags. We recommend trying on footwear for the first time on a soft surface (i.e. rug/carpet), so as not to damage the soles especially if you think you may need to return them. The dust bag and shoe box must be returned alongside the footwear, in its original condition. Please be sure to place the shoe box inside a shipping box so as to prevent damages during transit.

 

BLANCAH reserves the right to reject any returning products that do not comply with the above stated return policy.

 

Please contact our Customer Care team to address any issues or concerns you have regarding the items you wish to return.

- Complete the return form in the orders and returns area of ​​your account , to activate the return and refund or exchange process. You will receive your return number.

- Attach the pre-printed and pre-paid return label that was inside your original package to the box. If you have lost your return label, you can download it from the link that you will find in your return confirmation e-mail.

- Contact DHL to schedule collection of the package at https://www.logistics.dhl/global-en/home/contact-us.html.

 

You can check the status of your return at any time in the customer service area under order status, or in the orders and returns area of your account

Your refund will be issued as soon as the return has been received and has checked in our warehouse.

 

BLANCAH reserves the right not to accept returns that have not been communicated or shipped within the returns time limit or, if they are not in the same condition in which they were delivered to you.

 

We also remind you that if you decide to return the product without using the DHL label supplied by BLANCAH, the return shipping costs will be at your expense and will not be refunded. In this case we advise you to entrust the return shipping to a secure courier and retain the receipt as proof of shipping.

 

If you are a registered user you can complete the return form in the returns and exchanges area of your account or in the customer service area, to activate the return and refund process.


If you are not a registered user, you can go in the returns and exchanges area, to activate the return and refund process. Remember to have the order number from your order confirmation e-mail ready, as it will be required for a return/exchange request. In both cases, you will receive your return number or, in the case of an exchange, your new order number.


The products must be returned to the courier within 14 days from the date on which you completed the return form. Once we have received your return and checked that all the requirements have been met, you will receive a confirmation e-mail.

 


REFUNDS

Once we have received your return and checked that all the requirements have been met, you will receive a confirmation e-mail. The refund will be requested on the same day of acceptance.

The amount will be refunded on the same payment method selected for the order, through our payment gateway upon receiving the return confirmation e-mail and will take up to 7 working days to process.

The time it takes to restore the credit back to your account depends on the payment method issuer.



FAULTY ITEMS

If you experienced any issue with a product purchased on our website, we kindly ask you to e-mail us at CustomerCare@blanca-h.com explaining the problem, including the order number and attaching pictures that shows the defect. 

 

We will take care of the matter as soon as possibile and we will send you all the necessary instructions to return us the product under warranty.