We ship throughout Italy and to countries in the European Union (EU). Shipping costs are calculated automatically at checkout, based on the destination and the order. For shipping to non-EU countries, contact us on WhatsApp at +39 344 036 1384 to receive a quote and more information.

Yes, you can choose in-store pickup by selecting the Pickup in Store option during checkout. The product page indicates the store where the item is available.

Returns and refunds

First of all: you are buying second hand

At BIVIO you will find second hand clothing and accessories, even when they are new with tags. This means they may have been kept in a wardrobe, tried on, handled or displayed in a store before coming online.

For this reason, it is not always realistic to expect them to be exactly like a brand new item just purchased in a boutique. Obvious defects, distinctive marks or features that affect the condition of the product are always indicated in the description and, where appropriate, also shown in the photographs.

At the same time, minor signs consistent with the nature of a second hand item may be part of its history and overall condition.

This is also part of the beauty of resale: you are not buying a mass-produced product, but that very piece, with its history and its characteristics.

If you have any doubts, ask before clicking “buy”. Write to us on WhatsApp at +39 344 036 1384 for conditions, measurements or product details: if we can help you understand the piece better, we will be happy to do so.

Order cancellation

When there is only one piece, deciding quickly comes almost naturally. But if after purchase you change your mind and the order has not yet been handed over to the courier, you can request its cancellation directly from your customer account on the website.

This way the item can become available again immediately — perhaps for someone who was already keeping an eye on it — and we avoid sending out an unnecessary shipment.

At BIVIO we try to limit travel, costs and avoidable waste as much as possible: this too, in our own small way, is part of how we understand second hand.

Once the order has been handed over to the courier and the shipment has left, it can no longer be cancelled.

Right of withdrawal

If you purchase online as a consumer, you have the right to withdraw from the purchase within 14 days of delivery, without having to provide any reason.

Once the decision to withdraw has been communicated, the items must be returned within the following 14 days. The deadline is met if the return shipment is made before the end of this period.

Condition of returned items

The items must be returned in the same condition in which they were received and may only be tried on to the extent necessary to check their fit and features, as would happen in a store.

For more delicate items, pay particular attention during the try-on: avoid watches, jewelry or accessories that could get caught in the fabrics and makeup or cosmetics that could leave stains or marks.

The items must not be worn beyond a normal try-on, washed, altered, stained or damaged.

When present, the BIVIO tag, brand tag and any colored security seal must remain attached to the product. We therefore recommend that you do not remove them until you have decided to keep the item for good.

Return shipping

Return shipping costs are borne by the customer.

You can freely choose the courier or shipping service you prefer. For the return, use a tracked shipment.

For items for which insured shipping was applied at the time of purchase, also use a tracked and adequately insured shipment for the return in relation to the value of the item.

The return must be sent to:

BIVIO SRL
Via Gian Giacomo Mora, 11
20123 Milan
Italy

Keep the receipt and proof of shipment until the refund procedure is completed.

An important piece to ship?

If you are returning an item worth more than €600 and the idea of handing it over to the courier does not leave you completely at ease, write to us on WhatsApp at +39 344 036 1384 before shipping it. We will look together at what is the most suitable solution to get it back to BIVIO with a little more peace of mind.

How to request a return

You can request a return directly from our website using the “Request a return” function.

Log in with the email address used for the order and the verification code you will receive via email. From there you can:

1. select the order concerned;

2. choose the items you wish to return;

3. send the return request.

You will receive a confirmation via email with the necessary instructions to proceed.

If we made a mistake

We always pay the utmost attention and care in preparing your order, but even we at BIVIO can sometimes make a mistake.

If you have received an item different from the one ordered, or if the item has obvious defects not indicated in the product page — for example stains, tears or conditions significantly different from those shown in the photographs — write to us on WhatsApp at +39 344 036 1384 and tell us what happened.

The items remain in our stores until the time of sale and it can happen that, between one try-on and another, something changes compared to when they were photographed. If the difference is significant, it is only right that we take care of it: we will arrange the return with you in the simplest way possible and BIVIO will cover all return costs.

Did you choose in-store pickup?

If you pick up your order from BIVIO, take advantage of it: try it on directly in the store.

If it is perfect, you are done. If instead it is not for you in person, you can simply leave it at the checkout with one of our colleagues. This way the piece comes back to us immediately and you do not have to think about packaging, shipping or coming back a second time.

The return will then be processed remotely like all the others and the refund will be processed normally within 2 business days.

Refund

Once the return has been received and the condition of the items verified, we normally process the refund within 2 business days.

You will receive an automatic confirmation email when the return and the related refund have been processed.

The refund is issued using the same payment method used for the purchase. Once processed by BIVIO, the time required for the amount to become available again depends on the payment method, the bank or the institution that managed the transaction.