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Refund policy

1.1 Purchases made through the Website are governed by these Terms and Conditions. If you refuse to accept these Terms and Conditions, you will not be able to order any Product on the Website.
1.2 We keep these Terms and Conditions updated and we amend them every so often. Your order will be governed by the Terms and Conditions in force at the time you place it: so please check them before you shop.
1.3 Notwithstanding the invalidity of any provision of these Terms and Condition, all the other provisions shall remain in full force and effect.
1.4 The languages available to place an order are Japanese, English.

2.1 You must be at least 18 years old to place an order on the Website and act as a consumer, i.e. a person purchasing the Products for purposes unrelated to any trade, business or professional activity. Therefore, by registering on the Website and/or placing your order, you confirm to be at least 18 years old and to act as a consumer.
2.2 You can shop on the Website, either through your registered account or without creating an account, by clicking on the "Quick Order" button and entering your personal data, necessary for billing and shipping, in the fields of the purchase procedure.
2.3 Before submitting any order, please verify that the data you entered are correct and complete. If not, we ask you to amend and/or complete them.
2.4 For further information on your account and on how we process your personal data, please see the Privacy and Cookie Policy section of the Website.
2.5 If you are a business user, who is purchasing Products for purposes in relation to your trade, business or professional activity, please do not shop through the Website. If you wish to purchase Products that are on the Website, please send us a request to that effect by e-mail to customercare@dot-bianco.tokyo. These Terms and Conditions will not apply to such sales.

3.1 These Terms and Conditions can be checked at any time during the purchase procedure to place your order.
3.2 The technical steps to complete an order are the following:
a) To place an order, you will follow a guided procedure which will then display you a page summarizing the Products you wish to order, the price of the Products, the applicable taxes and/or duties where these may be calculated by us, the payment methods you may use to shop, the delivery method and related costs, the timeframe by which we expect to deliver the Products to you and the details you have provided for shipping and billing purposes;
b) Before submitting your order, please check that all the data you have entered are correct, as you will not be able to change them after the order has been submitted. Once you have completed this check, send us your order by clicking on the "Confirm and pay" button. Remember to enter your promo code before clicking on "Confirm and Pay";
c) As soon as we receive your order, we will send you an email confirming the receipt of such order, along with a recap of all the information relating to the Products ordered, the price, the shipping and the right of withdrawal that you are entitled to by law;
d) We shall then carry out standard checks in case of electronic payment, in order to detect possible fraud and to protect ourselves from the related risk;
e) The acceptance of your order by us as well as the execution of the contract will take place when the ordered Products are actually shipped. We will send you an email to confirm acceptance of your order and the shipment of the Products from our warehouse, indicating the expected delivery date too.

3.3 Make sure that the emails we send you are not redirected or blocked by spam filters. To this aim, we suggest you to designate us as a "safe sender" to your email client, for example by registering our contact details in your address book, so that our emails shall be able to arrive in you inbox correctly.

3.4 If you have a personal registered account and you have placed your order through that account, you can track the status of your order by logging into your personal area.
Otherwise, if you have placed an order without using your personal account, you will not be able to track the status of your order. In this case, if you need information about the status of your order, you can contact us at the contact details indicated in the Contacts section of the Website.

4.1 All orders are subject to a check of the availability of the ordered Products. If one or more of the ordered Products are not available at the time your order is processed, your order will be deemed valid for the Products that are actually available. In this case, we will contact you directly and let you know how your order has been amended, as well as how and when we will refund any amount you paid in relation to the unavailable Products.
4.2 It is forbidden to purchase Products with the purpose of reselling them. If we believe that you are purchasing Products with the purpose of reselling the same, we reserve the right to cancel your orders, even if already confirmed, and/or freeze or close your personal account.
In these cases, if you think there has been a mistake, you can contact us at the contact details indicated in the Contacts section and we will be happy to help you.
4.3 We may also refuse or cancel an order if:
• you do not meet the criteria and/or requirements necessary to order the Products;
• your order of Products is placed from or has to be delivered to countries to which we do not ship;
• there is a report or suspicion of fraudulent or illegal activity;
• there is not enough amount on your credit card to pay for the order and/or it is not possible to obtain authorization for your payments and/or we do not receive the payment within 5 working days from the receipt of the order;
• we have detected an error with respect to the Product information or to the price;
• we have reason to suspect deceptive and/or fraudulent use of the Products by you on social networks or social shopping apps, such as, but not limited to, Instagram, Facebook, Telegram, TikTok, Snapchat, Pinterest, Depop, etc.
4.4 If you have already paid the price for Products whose order has been refused or cancelled, we will reimburse you the amount paid and the contract of sale shall be deemed terminated. We will inform you of our instruction of reimbursement by email. Please contact your bank to know the timing of the reimbursement of the amount.

5.1 The characteristics of the Products are described on the Website within each product sheet.
5.2 Photographs and descriptions of the Products on the Website are approximate and purely informational and, therefore, might not perfectly represent and/or correspond to the real characteristics of the Products, also due to the display settings of your devices.
5.3 The measures, sizes and dimensions shown on the Size Guide are calculated based on the best statistical estimate.
5.4 It is understood that the Products belong to luxury and first quality brands and are purchased by us from well-known fashion houses, carefully selected manufacturers and retailers who are subject to strict quality controls.
We do not sell secondhand products or products of lower quality to those offered on the market by their parent companies or manufacturers.
5.5 For more information about the Products, you can contact us at the contact details indicated in the Contacts section of the Website.

6.1 The prices indicated on the Website, the payments and the invoices are in Japan Yen. To help you to convert the Japan Yen value into a different currency, our Website has a currency converter from JPY to USD, EUR,AUD, CAD, GBP etc.
The amount you will be charged may vary due to fluctuations of the exchange rates and to the bank fees. Please contact your bank for detailed information on exchange rates and bank fees related to your transactions.
6.2 The prices of the Products indicated on the Website do not include:
• shipping costs, which will be indicated and calculated during the order creation process and before you place the order;
• any duties and/or customs charges to which the Products may be subject to in order to reach the address you have indicated in the order, as these cannot be previously calculated by us.
6.3 Shipping costs shall be borne by you, with the following exceptions:
• Free shipping orders in Japan;
• Free shipping on orders over ¥100,000JPY;
Any duties and/or customs charges shall be borne by you, even in case of free shipping.

7.1 If you have a promo code, remember to enter it in the relevant field during the guided procedure of submission of the order.
The promo code is strictly personal and it can only be used to purchase the Products through the Website.
If you have a promo code, you are the sole beneficiary and, therefore, please keep it secret and do not share it with anyone (for example, by posting it on social media).
If we believe you are abusing or have abused a promo code in any manner whatsoever, we reserve the right to cancel your promo code and/or freeze or close your account.

8.1 We accept the following payment methods: credit card, bank transfer, even direct, PayPal, GooglePay, Amazon Pay and ApplePay.
8.2 Communications relating to the payment and the data that you have provided us with while making the payment are handled on special protected lines.
8.3 Regardless of the payment method you have selected, the Products you have ordered shall remain our property until we have collected their full price.

8.4 Credit Card
We accept Visa, Mastercard and American Express. When completing a purchase, you will have to enter your credit card details into a secure electronic banking system provided by Shopify.
Maximum safety on purchases is guaranteed since Shopify handles all transactions. In particular, the reliability of your credit card payment is guaranteed as your financial information will be sent via an encrypted protocol that is not accessible to third parties.
Please note that our customer service’s operators are in no way authorized to request or to accept credit card numbers and/or credit card validity details.
If the funds on the card are sufficient for the purchase and the bank details provided are valid, Shopify will immediately send you debit confirmation. In this case you will receive an email with a transaction confirmation code.

8.5 Bank Transfer (only in Japan)
If you choose to pay by bank transfer, we will send you the details for the execution of the transfer directly within the email that confirms the order receipt.
You will then have to execute the bank transfer by communicating to your bank the data indicated therein.
If the related amount is not credited to our bank account within 5 working days from the receipt of the order, or within the different period agreed, the relevant order will be canceled.

By means of these instruments, you can pay through your PayPal, GooglePay, AmazonPay, ApplePay account. Simply log in with your details, follow the purchase procedure and confirm the payment. In this case, you will be redirected directly to the website of the relevant provider.

9.1 Submitted orders are processed from Monday to Friday from 9:00 a.m. to 5:00 p.m. and within 48 hours from when we receive the same.
9.2 We expect to ship the Products in accordance with the following timelines:
• Deliveries in Japan: 1-2 working days;
• Deliveries to the rest of the world: 7-14 working days.
We are obviously not responsible for any delays in delivery due to customs inspections and/or other unforeseen and/or unforeseeable circumstances.
9.3 The ordered Products will be shipped within the above mentioned timeframe, except in case of negative outcome of the controls carried out by the company that manages the payments or in case of lack of receipt of the bank transfer within the terms indicated in the PAYMENTS section of these Terms and Conditions. We do not ship on holidays.
9.4 The Products will be delivered by "express" delivery, by courier, in accordance with the timeline that we have indicated in the email that confirms the shipment of the order, unless otherwise communicated.
9.5 Orders placed during the sale or promotion period may be slowed down.
9.6 Some Products might not be available for delivery to certain destinations due to customs, regulatory, commercial or practical restrictions. We reserve the right to determine which Products shall be delivered to which destinations.

10.1 Upon receipt of the Products, please check their conformity to the order and that the packaging is not damaged. If it seems to you that damages to the packaging and/or anomalies have occurred during the transport, please do not accept the delivery, specify these circumstances in writing in the transportation document and inform us immediately in writing thereof, sending a communication to the contact details indicated in the Contacts section of the Website. In order for us to assess the damage and/or the anomaly you have found, please provide us with photographic evidence of the parcel you have received.


11.1 Right of withdrawal
The Products cannot be returned for a refund, or exchanged for another item, except in the following limited cases:

The bought item, as delivered, is materially different from that which was ordered (e.g. different size, color, material, model, version).
Examples of legitimate cases for a return or exchange:
Ordered item was short-sleeved, but the delivered item is long‐sleeved
Ordered item was size S, but the delivered item is size M
Ordered item was Black, but the delivered item is White
The delivered item was damaged in transit or before shipment (damages caused by the buyer shall NOT be subject to return or exchange).
The delivered item has significant defects.
Examples of significant defects:
The zipper of the boot cannot be closed
The shirt is missing a button
The shoes are missing their shoelaces
In each of the cases above, sufficient evidence must be provided, via Contacts Section, the item in order for a return or exchange to be authorized.

11.2 Exclusion of the right of withdrawal
The Products are shipped in a parcel that guarantees their integrity during transportation.
To validly exercise the right of withdrawal, the Products (including footwear and accessories) must be returned in their original packaging/boxes (the ones bearing the brand name) undamaged, as the same are an integral part of the Products.
Products must also be returned with the original tags and along with any possible original accessory that is provided with (e.g. dustbags, garment covers, etc.), including the authenticity label and security seal, which must not be cut, broken or altered in any manner whatsoever.
Products must also be returned in the same condition in which they were originally shipped, i.e. not worn, washed or altered in any way. The soles of the shoes must be in the same condition in which they were sent, without any signs of wear.
If you no longer have the parcel in which we sent the Products to you, please insert the Products (including the packaging, box, dustbag, garment covers and all additional accessories) in an alternative parcel. At all event, please ensure that the parcel you have arranged is suitable to ensure the integrity of the Products during transportation.

We cannot accept the return of Products that have been custom made, or customized or damaged in any manner whatsoever.
The right of withdrawal is also excluded in relation to sealed products that are not suitable to be returned for their inner nature, for hygienic reasons or for reasons related to the protection of health and that have been opened after their delivery, such as, but not limited to, underwear or beachwear.

In the above-mentioned cases, we might decide to deliver back the Products to you at your expenses.

11.3 Procedure for making a return
To make a return, you must fill in and send us the withdrawal form uploaded the Returns section of the Website, within 7 days from the receipt of the Products.
Alternatively, you can inform us that you want to exercise the right of withdrawal through a different written and unequivocal communication, by contacting us at the contact details indicated in the Contacts section of the Website.

The Products must be delivered to the selected courier within 7 days from when you sent us the withdrawal form.

For more information on how to make a return, you can contact us at the contact details indicated in the Contacts section of the Website.

11.4 Size change
Exchanging items or sizes is not possible. To do so a return must be requested a new, separate, order must be placed.

For more information on how to make the size change, you can contact us at the contact details indicated in the Contacts section of the Website.

11.5 Return Expenses – Refund
The return shipping costs, i.e. those for the return of the purchased Products, shall be borne by you even if the return is managed and fulfilled by us.
Upon receipt of the returned Products, we will check their compliance with the original conditions and that none of the causes of EXCLUSION OF THE RIGHT OF WITHDRAWAL indicated in these Terms and Conditions nor the causes provided for by law to that effect occurred. If the right of withdrawal has been properly exercised, we will notify you of the acceptance of the return by email and we will refund you all payments received in relation to the Products subject to the right of withdrawal, within 10 (ten) days from the date of acceptance of the return.
The refund will be made using the same payment method you used during the purchase process. If you paid by bank transfer, please provide us with the bank details necessary to make the refund, by sending an email to the contact details indicated in the Contacts section of the Website.
Refunds are made in Japanese Yen. Please also note that the refund will not include return shipping costs and customs charges, which shall be borne by you.

12.1 All the contents on the Website, including, by way of example, the trademark, the registered trademarks and any other graphic, textual, photographic or video content, as well as any other alphanumeric denomination referring or referable to the Products or to dot bianco, in any language expressed, are protected by intellectual property rights.
12.2 You are therefore not permitted to use, reproduce, duplicate, copy, publish or modify, for any purpose whatsoever, the content on the Website.

13.1 Our liability for non-performance of our obligations under these Terms and Conditions is excluded in case of events beyond our control such as war, fire, earthquake, flood, tsunami, strikes, labor disputes, epidemics, pandemics, internet malfunctions and failures, restrictions on the use of energy, acts of public authority or any other action or cause which we cannot reasonably overcome.
13.2 If such events affect the delivery time of the Products, delivery will be suspended for as long as the event under reference lasts and, in any case, we will contact you by email in order to inform you of the new delivery date.

14.1 For information on how we process your personal data and on the Website's use of cookies, please see the Privacy and Cookie Policy section of the Website.