Thanks for checking Patrizia Pepe, we hope our customer service can make your shopping a little more enjoyable today.


Payment methods

Can I pay for my purchases in installments?

Yes, with Scalapay you can split the order amount into 3 interest-free installments. To use Scalapay, you will simply need to select this option at checkout. If you do not have a Scalapay account, you can create one before completing your order. More information about Scalapay is available at the following link.

How can I be sure that my payment information is protected?

As of December 28, 2020, new European legislation called PSD2 has been introduced, which further strengthens the security of online payments. This regulation implies the adoption of new authentication procedures. When making an online purchase using a payment card, the bank may require you to confirm your identity through the use of a so-called "3D Secure" authentication method.

There are several options for performing this online authentication, including SMS, email, app confirmation or using TouchID. It is advisable to contact your bank to make sure they have the correct contact information in case you are asked to use SMS or email for 3D Secure authentication. Don't forget to contact your bank to get all the necessary details about activating and using this service.

Order informacion

How can I place an order?

To place an order you must select the desired item(s) and add them to your shopping cart. Once you have completed your selection you will need to click on "Checkout" and follow the subsequent instructions until your order is confirmed. Once the order has been successfully completed, you will receive a confirmation email containing the order summary.

Do I need to have a Patrizia Pepe account to make purchases?

No, you do not need to have or create an account to place an order, you can complete the order as a guest. However, we recommend that you create an account to save your information, check your purchase history, save your favorite items in a wish list and speed up the shopping cart process.

Can I ship an order to a country other than the one I am browsing from?

No, you cannot ship to a country other than the one in which you are making the purchase.

Can I request an invoice?

Yes, you can request an invoice by emailing our customer service team.

Can I modify an already confirmed order?

Unfortunately, no, when an order is confirmed it is not possible to add or remove products, change the shipping address or phone number. In case you realize that you have entered incorrect data, it is possible to contact our customer service team to request a change.

How can I check if my order was successful?

Once you click on "Confirm Order" at the end of the checkout process, you will receive a confirmation email that your order has been correctly processed. If you have not received the order confirmation, remember to always check your spam folder.

you have a Patrizia Pepe account, you can check that the order is listed in your account from the "My Orders" section. If you made a purchase as a guest, you can check the status of your order from the "Order Status" section by entering your order number and the email address you used during checkout.

How do I cancel an order?

To request cancellation of an order you can contact our customer service team. You can only request this on the same day you placed your order, and no later than 4 hours after placing it. After this period, we are unable to guarantee that your order can be cancelled as the warehouse may have already processed and delivered the order to the courier.

Is it possible to request special packaging for gifts?

At checkout you can select the "gift" option and you can enter a message, which our staff will carefully handwrite on a personalized Patrizia Pepe card. We do not offer special gift packaging, but we confirm that we will remove prices from the item(s) you have selected.


What is the shipping cost?

Standard shipping has a different cost depending on the country in which you are ordering. Please see the "Shipping" section for more information. Upon appropriate advertising, Patrizia Pepe may offer promotions for free standard shipping. In-store pickup is currently available only in some countries and is always free of charge.

What days do you ship and by which couriers?

Orders are shipped daily, Monday through Friday. All orders received on Saturday and Sunday will be processed starting Monday morning. We use TNT for deliveries in Italy, and FedEx or UPS for abroad, during business hours. For the U.S. and the rest of the world, the most commonly used courier is UPS. In exceptional cases, the company may reserve the right to rely on couriers other than those indicated above.

Can I decide to have my package delivered to a different address or country than the one I registered with?

During the purchase process, in the "Shipping" section, you can indicate a delivery address that is different from the one previously saved in your profile, but which is in the same country as the one from which you are browsing. If after starting the purchase process you find that you are using the website for a different country than where you want to ship the package to, you will need to change countries and re-enter the order.

Can I change the shipping address for an already confirmed order?

Unfortunately, no, you cannot change an order after it has been confirmed. If you made a mistake in entering your information, you can request cancellation of your order by sending an email to our customer service team.

Do you ship worldwide?

No, our online store is able to ship to Europe in EEC member countries, the United States, Canada, Hong Kong, Israel and the United Arab Emirates. You can check this information in the appropriate section.

Does the courier contact the recipient to make an appointment for the delivery of the order?

Normally this does not happen on the first delivery attempt. In the event that the first delivery attempt is unsuccessful, it is at the discretion of the specific courier to contact you before reattempting the delivery.

How can I get a confirmation of my order?

Confirmation of the order is sent with an email message to the email address given during the purchase process. With the receipt of the email, we confirm that the payment was successful and the goods selected in the shopping cart are confirmed.

If you have selected in-store delivery, you will receive an additional email notifying you of the arrival of the package at the selected store. You will have 5 business days to pick up your order, after which it will be sent back to our warehouses. To pick up the order you will need to show the order receipt and an ID of the person picking up the order.

How can I determine the tracking code for my order ?

If you placed your order as a registered user, after logging in, you will be able to see the progress of your order in the "MY ACCOUNT" section. When your order is handed over to our courier, the "Track your order" link will be available.

If you placed your order as a guest you will find the shipping details at the bottom of the "Order Status" section, by entering your order number and email address used during checkout.

After completing the order, what is the timeframe for receiving it?

Timeframes may vary depending on the geographic area from which the order is being placed and the time of the year (during peak periods such as Black Friday, deliveries may be slower). Orders placed after 1 P.M. (CET) will be processed the next business day. Orders placed on holidays (according to the Italian calendar) will be processed on the first available business day.

In general, delivery will be made in approximately 7 to 10 business days for Europe and 15 to 20 business days for the rest of the world. Timing may vary depending on holidays (based on the Italian calendar).

By selecting Express Shipping and for orders placed before 2 P.M. (CET) Mon to Fri, delivery will be made within 24 hours, except for some areas. Orders placed on Thursday after 2 P.M. (CET) and orders placed on Friday by 2 P.M. (CET), will be delivered the following Monday. Orders placed from Friday after 2 P.M. (CET) to Sunday will be delivered the following Tuesday.

What happens if I am absent and my order is sent back to Patrizia Pepe?

Patrizia Pepe will be able to arrange a new shipment to the same address or to a different address within the same country where you registered. Should the order be returned for a second time, we will be forced to cancel your order and withhold the shipping costs from your refund.

What should I do if upon delivery my order appears to have been tampered with and is missing some of the goods ordered?

In this case, it is necessary to contact our customer support team by email as soon as possible, providing photos of the tampered package and a description of what happened. It is also very important that you do not throw away the original packaging, which could be subject to examination for appropriate checks by the courier. Investigation paperwork with couriers may take up to 10-15 days to complete.

Do I need to book the courier pickup when I submit a return or is it scheduled automatically?

As soon as you receive your return label, the pickup reservation does not happen automatically, but you will have to contact the courier to book the pickup of the package to be returned depending on your availability. In the "Returns" section at the bottom of the page you will find return instructions and all contact information for our couriers.


How can I find the right size for me?

Finding the right size is super easy: just consult the "Size Guide", also found on all product pages. The website provides Italian sizes, but the "Size Guide" shows conversions to other European sizes. Measurements refer to body measurements, not garment measurements.

What can I do if a product is out of stock?

In case the product you are interested in is out of stock, we suggest using the "Notify me when it becomes available again" feature. By leaving your email address in the box found on the product page, you can be promptly notified by email if the product becomes available again.

Which collection do the products available for sale on the Patrizia Pepe Store belong to?

Clothing and accessories available on the Patrizia Pepe Store at full price belong to the current Spring-Summer or Fall-Winter season. In the "SALES" section, you will find items from the previous Spring-Summer or Fall-Winter season.

Where should I dispose of product packaging?

Product packaging can be disposed of in different ways, depending on the material it is made of. Much of Patrizia Pepe's product packaging is fully recyclable. You will find the complete guide here. For more details on packaging collection locations in your area, you can consult your municipality's website or the separate waste collection app.

How long does the warranty last on my Patrizia Pepe garments and items?

All products sold by Tessilform S.p.a. to the Consumer Customer are covered by the legal guarantee for 24 (twenty-four) months from the date of delivery of the goods, as provided for apparent defects pursuant to and in accordance with Articles 128 et seq. of the Italian Consumer Code, as amended. In order to initiate the procedure for verifying the lack of conformity, you must contact our customer support team via email.


How come the information required to open an account includes my date of birth?

We have a very simple reason for this: we wish to make you happy with a special surprise! If you share your birthdate with us, we will be excited to celebrate your birthday by offering you a special discount. If you have not yet created an account, we encourage you to do so as soon as possible. You will be able to receive our newsletters, create and share your wish list, make quicker purchases and take part in exclusive promotions and initiatives.

How can I unsubscribe from the newsletter?

We are sorry to see you go. If you no longer wish to receive our Newsletters, please click here.

Can I change my personal information?

Yes: you can do this directly in the "My Profile" section within your account.

Can I change the email address linked to my account?

Yes: you can do this directly in the "My Profile" section within your account.

I forgot my password. How can I retrieve it?

If you have forgotten your password, click on the "Forgot Password?" link found in the login area to your account. Submit the request and follow the instructions you will receive by email. Remember to also check your spam box: the email to reset your password may have ended up there!

How is my personal information used?

Your personal information is processed only for purposes related to fulfilling tax obligations and for purposes related to our business activities. If you want to learn more, please read our Privacy Policy.

How can I receive updates regarding upcoming promotions, welcome discounts and sales?

By subscribing to our newsletter you can receive updates on all the latest Patrizia Pepe promotions and news.

Returns and Refunds

How are refunds processed?

As soon as our warehouse receives the return and has finished the necessary checks, your will receive the "Your return has been accepted" email. Refund procedures will then be initiated, which may take up to 3 business days.

In case the payment was made by credit card, PayPal, Sofort or iDeal, the amount will be credited back to the same payment method used to make the purchase. Crediting timeframes may vary among different banking institution, but generally take place within 14 days. If you have not received the refund within 14 days, we advise you to contact your banking institution as Patrizia Pepe is not responsible for interbank circuit timeframes.

In case you made the payment by cash on delivery you will need to specify "bank transfer" in the online return process and provide a bank account holder and their IBAN code. If you do not have a bank account please contact our customer service team to arrange the refund method.

Can I make the return from the website even if I placed the order as a guest?

Certainly, please note that you can submit the return from the "Order Status" section, whether you placed the order as a registered user or as a guest. It will be sufficient to have the associated order number and email address on hand.

What happens if I don't return my order within the timeframe provided for by the company's policy?

In the event that you are unable to complete the return process within the given timeframe, unfortunately, you will no longer be able to submit the return. Should you decide to ship your order back to us outside of the above timeframe, we will not be able to accept it and it will be shipped back to you without a refund.

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