FAQs

Here are some of the most frequently asked questions about Bonessi Ballerinas and our online store. If you can’t find an answer to your question, please Contact Us.

Using the website

How can I look for and find an item on the Bonessi Ballerinas website? 

There are a number of ways to find items on our online store. You can go to the Our Ballerinas page and select the style of ballerinas that you are interested in on the left hand side of the page. You can also use the filtering options on the right hand side of the page to filter by colour. Alternatively you can click on the top right of the page to view All our Ballerinas.  

You can also search for your ballerina by typing the colour or name of your preferred ballerinas in the search box located on the bottom of the Home Page

If you still cannot find the ballerinas you are looking for, please Contact Us and we will be happy to assist you in your search for the perfect Bonessi Ballerinas.

How do I set up a customer account with Bonessi? 

You can set up a customer account by registering your details online. Go to Log in/Register on our Home Page

How do I edit my Bonessi customer account details? 

Iy's easy! Make sure you have registered and are logged in and then go to My Account.

How can I delete a customer account on the website? 

Go to My Account, select “De-activate” and follow the instructions.

How can I reset the password on my account?

If you have forgotten your password select “Forgotten Password” on the My Account page. You will be asked to enter your registered email address and we will email you a new password. You can change your password by going to My Account and selecting “Password”.

 

Caring for your ballerinas

How do I look after my Bonessi Ballerinas?

Genuine leather needs real care and attention. We use the finest leather in the main body, front, inner sole and inner lining of every pair of Bonessi Ballerinas. Please see our Shoe Care Guide for more details on keeping your Bonessi Ballerinas in the condition they deserve.

Is it possible to fit an outer sole under the sole of my shoe? 

All our ballerinas have a 4.5mm textured heel to ensure sufficient grip for all surfaces and conditions. The resilient outer sole is made from durable rubber, intentionally designed to protect the feet, whilst withstanding every day wear and tear. We do not recommend replacing the outer sole but should you wish to purchase an outer sole protector for your ballerinas, we recommend that these are professionally fitted.

Can I use a shoe tree? 

Yes, using a shoe tree helps maintain the shape of the ballerinas, especially if they have been exposed to moisture and you are allowing them to dry naturally. We recommend a shoe tree is used overnight to prolong the life of your ballerinas.

 

Production

How are quality control checks carried out by Bonessi? 

Bonessi has trained a number of individuals whose sole responsibility it is to carry out quality checks on the production of Bonessi Ballerinas. These quality control expechecks are carried out throughout the design and production process to make sure any issues are resolved.

If you have experienced any specific issues or would like to give the Bonessi team feedback,  please feel free to  Contact Us.

How are Bonessi Ballerinas designed and by whom? 

Bonessi Ballerinas are designed by Alix Bonessi, the founder of Bonessi, and his team of dedicated designers in London. They are designed to offer elegant, stylish high quality ballerinas with exceptional comfort. For more information see About our Ballerinas.

Where are Bonessi Ballerinas designed?

Bonessi Ballerinas are designed in London, United Kingdom.

Where can I purchase Bonessi Ballerinas in person? 

Bonessi Ballerinas can be purchased from our online website and from a number of different Stockists

 

Purchasing Bonessi Ballerinas

I don’t live in the United Kingdom – can I purchase Bonessi Ballerinas?

We currently ship to a number of locations including UK, Europe and US /Canada. Please see Delivery and Shipping for more information on your specific country.

If we do not currently ship to your country, please Contact Us with details of your location.

Are items sold on the website identical to those sold in stores? 

Yes, any item found in a store will be identical to the same item found online, however some stores stock exclusive designs that are not available online. We may also sometimes offer special purchases only through our website www.bonessiballerinas.com.

The ballerinas I want are not available on the website, where can I find them?

Use the Contact Us form to let us know which ballerinas you are looking for and someone will get in touch to assist you. You may also wish to contact our Stockists who might have what you are looking for.

The colour or size I want is not available on the website, where can I find it?

Use the Contact Us form to let us know which ballerinas you are looking for and someone will get in touch to assist you. You may also wish to contact our Stockists who might have what you are looking for.

How do I select a shoe size?

You can select a shoe size by using the drop down menu on the description page of your chosen ballerinas.

Is there a size guide?

Yes, please see our Shoe Size Guide to ensure you pick the right size for you.

How do I order an item online?

You can order an item online by using our online store www.bonessiballerinas.com selecting the item you want to purchase and adding this to your shopping bag. When you checkout and you will be asked to provide payment details and a delivery address.

Where can I view the general terms and conditions of sale for Bonessi Ballerinas online store? 

See our complete Terms and Conditions

Do I need to have an account to place an order?

You can either choose to use our guest checkout option or you can create an account when making a purchase online. Benefits of creating an account include being able to manage your order and keep track of your delivery. You can also save your profile on your account so you won’t need to re-enter information for every purchase. If you have an account you can also opt-in to keep up-to-date with Bonessi Ballerinas news and promotions.

Does Bonessi keep my bank account information?

We do not hold any bank information. All bank information is processed by our merchant bank Streamline/WorldPay. Streamline/WorldPay is one of the most secure and credible payment processing companies globally, see their website for more details http://www.streamline.com/

Please see our Privacy Policy for further details.

What sizes are used on the site?

Bonessi Ballerinas uses European sizes. Please see our Shoe Size Guide to ensure you pick the right size for you.

Why are the prices different online and in stores?

Bonessi Ballerinas are available through a number of Stockists who may, from time to time, run special promotions that aren't available on our website. Likewise, we may also run promotions online that are not available in stores.

I placed an order and I’m not sure if you received it. What shall I do? 

Once you place your order online, we will send you a confirmation email within 24 hours. If you have not received this email, please check your junk mail folder. If you cannot find a confirmation from us, please Contact Us

Can I change an existing order?

Once you have received your confirmation email, we are unable to change the details of your order (product, quantities or delivery address). Please ensure you review all your details before you checkout.

You may request a refund or exchange, please see our Returns Policy.

Can I cancel an order once it has been placed?

Yes, please refer to our Returns Policy for more information.

I placed an order and it was cancelled. What should I do?

Once you have placed an order on our website it takes a few minutes for it to be processed. During this period, the stock position relating to the particular ballerinas you have ordered may change and your chosen ballerinas might become out of stock. This occurs on rare occasions, during periods of high demand for a particular ballerinas. If this occurs, we will let you know as soon as possible.

What currencies do you accept?

We accept British Pound Sterling (£), U.S. Dollars ($) and European Euros (€).

I have received a faulty item, how can I have it repaired or replaced?

If you believe that the ballerinas you have received are faulty, please Contact Us. Be sure to include details of the fault in your correspondence. We will do our best to resolve the issue as soon as possible.

 

Delivery & Returns

What are the various delivery methods offered by Bonessi Ballerinas? 

Please see our Delivery and Shipping options.

How can I have a gift delivered to someone else?

Once you select the ballerinas you want to purchase as a gift, you will be offered the gift wrap option at the checkout. You will be asked to enter an alternative shipping address (if different to the billing address) and also a personalised message to the lucky person!

I still haven't received my order, is this usual?

If you believe your order has been lost or not delivered within the relevant timescales shown in our Delivery and Shipment page, please Contact Us. We can investigate your order and provide you with an update within 24 hours. We will always endeavour to resolve any delivery issues as quickly as possible. 

Which methods of payment are accepted by Bonessi Ballerinas online store? 

Bonessi Ballerinas accepts all major forms of online payment including Visa, Visa Debit, MasterCard, American Express and PayPal. 

What is the deadline for returning an item?

Please see our Returns Policy.

What are the terms of acceptance and refund by Bonessi Ballerinas for a returned item? 

Please see our return conditions in our Returns Policy.

What is the address to send a returned item? 

Bonessi Ltd, 22 Gunnersbury Avenue, London, W5 3QL

What is the refund procedure for a returned item? 

Please see our Returns Policy.

How much are the delivery charges?

Please see the Delivery & Shipping page for further details on all our delivery charges.

How long do deliveries take?

This depends on the type of delivery method chosen at checkout and the location where the item is being shipped to. Please see Delivery and Shipping page for further details.

Has my order been dispatched yet?

You will receive an order confirmation email within 24 hours of your order being placed. You will subsequently receive a “dispatched order” confirmation as soon as your order has been dispatched. If you have not received either one of the above confirmations within 48 hours of your order please Contact Us.

Can I ship to an alternative address?

Yes. You will be given the option to provide a delivery address different to the billing address at checkout. Please note we are unable to change the address once the order has been placed.

Do I need to sign for my order?

Yes, the delivery service we use requires a signature upon delivery for all orders. Please ensure you enter a delivery address where someone will be present to sign for the delivery.

 

Working with Bonessi

How do I apply for training or a job? 

Please see the Careers page.

I am a retailer and interested in working with Bonessi Ballerinas. How can I get in touch? 

If you would like to enquire about becoming a Bonessi Ballerinas approved stockist, please Contact Us.

 

Miscellaneous

What are your company details?

Company name: Bonessi Ltd. 

Company address: Bonessi Ltd, 22 Gunnersbury Avenue, London, W5 3QL

For further enquiries please Contact Us.

I have not found the answer to my question, can Bonessi help?

If you have not found the answer to your question here, please Contact Us.

  

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