The world is facing a challenging and uncertain time right now with Covid 19.
Biella Vintage is committed to ensuring that your orders are delivered safely and with limited delays and we are taking the necessary safety measures in our warehouse while we continue to pack and send your orders as usual.
During this global pandemic, online retailers have been experiencing global shipping delays as the receiving countries have implemented new Covid 19 safety measures. There are delays as aircraft carriers have been reduced and transport has been prioritised for essential items.
During this global pandemic, orders may be delayed up to 60 days. Please be aware that your order may be impacted by these delays.
We will continue to provide any updates regarding shipping delays or restrictions that may occur as a result of any ongoing COVID-19 policies. We ask that you purchase the Route Shipping Insurance at checkout and keep a close eye on your tracking information for any updates issued and we appreciate your patience during this time.
Rest assured, we are working hard to deliver your orders and we sincerely appreciate your support and patience during this time.
For more specific shipping information please contact your local courier for more information.
We have temporarily paused orders to Canada due to severe shipping delays.
All orders are processed and fulfilled within 24 hours.
Please see below the advised timeframes for worldwide shipping:
* Due to Covid 19, shipping may be delayed by 30-60 days.
USA: 8-15 business days * DELAYS EXPECTED
Australia: 5-15 business days * DELAYS EXPECTED
UK: 5-15 business days * DELAYS EXPECTED
Canada: 9-18 business days * DELAYS EXPECTED
Rest of World: 10-45 business days * DELAYS EXPECTED
Average delivery time is used as a guide for delivery. Please track your order via the tracking link provided. All orders are dispatched within 24 hours from our warehouse. On the rare occasion that you experience a minor delay due to customs please please don't hesitate to contact your local delivery service to assist you.
Please allow up to 5 business days for the tracking code to activate.
Please use the tracking link provided on the shipping confirmation email to track your order. You can also track your parcel by entering your tracking code into your local delivery couriers track and trace system.
We do not process refunds for orders marked as delivered.
Order tracking - Marked as 'failed delivery attempt':
If your tracking is marked as a 'failed delivery attempt' it usually means they were unable to leave your parcel in a safe place, or were unable to deliver it.
This usually means you are required to collect your parcel from your local delivery service in a timely manner.
In this case we advise you to contact your local delivery service immediately.
Order tracking - Returned to sender:
If your order has been returned to sender we will re-send your order no more then once.
Please be aware that it is your responsibility to track your order and to pick up your order from your local courier in time.
Order tracking - Awaiting collection:
If your tracking is marked as 'awaiting collection' it is your responsibility to collect it from your local delivery service.
If you have any questions or issues regarding this please contact your local delivery service immediately.
We do not process refunds for failure to collect your order.
Customs and taxes:
It is your responsibility to pay duties, customs and taxes. To find out if you will be charged for duties and taxes please refer to your local customs website.
I received a damaged or faulty item:
Whilst we hope this never happens, if you have received a faulty or damaged item upon delivery, please contact us immediately and we will happily replace it.
If you received a faulty product:
1. Email our customer service team at firstname.lastname@example.org
2. Attach a photo of the faulty, unworn, item received within 7 days of the tracking marked as delivered
Please note: This policy specifically applies to faulty or damaged items received on arrival, that are unworn and within 7 days of the parcel being marked as delivered by the local courier service. This policy does not extend to items after being worn or after this time period. An item is not determined to be faulty if damaged in the course of being worn.
I received the wrong items:
Sorry about that! If we accidentally sent you the wrong order or item(s) please email our customer service team at email@example.com immediately. Please include your order details and an image of the entire order with its original shipping label and packaging.