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F.A.Q.

HELP/FAQ
PURCHASES


Which collection do the products sold on the Patrizia Pepe Store belong to?
The clothing and accessories featured on the Patrizia Pepe Store belong to two separate collections. In the section APPAREL AND ACCESSORIES you can find items belonging to the current Spring/Summer or Fall/Winter season. In the section OUTLET you will find items belonging to the previous Spring/Summer or Fall/Winter season.

How can I pay?
You can pay by credit card or PayPal card in a secure, quick and easy way. For some countries Sofort, Ideal, UnionPay, AliPay and WechatPay payment forms are also available. If you don't have any of the aforementioned payment methods, you can pay the courier directly on delivery of the goods, in which case you will need to have the exact money available in cash on delivery, otherwise you cannot take receipt of the package. Payment on delivery, not available for all countries, incurs some commission in addition to the total cost of the order and delivery charges.

If you decide to use AmazonPay, remember to select the country you are ordering from. It is not possible to ship orders to a different country from the one where you are placing the order, and if this occurs, your order will be cancelled. 

SHIPPING

How much are the delivery charges?
Pick up in-store is free. Currently, pick-up in-store is only active in some countries. 
Standard delivery is free for all orders containing at least one product from the New Collection.

Charges are applicable for express delivery.

After having placed the order, how long will I have to wait to receive my items?
By selecting an in-store pick up, the parcel will usually be delivered to the selected store within 24 hours after the courier has picked it up from our warehouses. You will receive an email as soon as your order is available in-store for collection. You must collect your parcel within 5 days; after this time you will receive a reminder informing you to collect the parcel within the next 2 days to avoid cancellation of the order. The times may vary depending on the the holidays in the Italian calendar. Selecting express shipment and for orders entered before 14:00, delivery will be made within the next 24 hours. For orders entered Thursday after 14:00 and orders entered Friday before 14:00, delivery will take place the following Monday. Orders entered Friday after 14:00 and before the end of Sunday will be delivered the following Tuesday. For islands and some areas in the south of Italy, an additional day is always required for delivery. For USA, Canada and Russia the average shipping time is 7 working days. For Hong Kong, the average shipping time is 3 working days. The times may vary depending on the the holidays in the Italian calendar. Patrizia Pepe will communicate any issues that make it impossible to deliver an order in full, or in part, as a result of a lack of availability of products.


On which days do you deliver and which courier do you use?
Shipments occur daily from Monday to Friday. All orders received Saturday and Sunday will be processed starting from Monday morning. Bartolini is the courier which delivers in Italy. DHL and UPS are the couriers which deliver to Europe, based on selected shipment option upon checkout. DHL is the reference courier for all express shipments, whereas for standard shipments, shipments with COD or deliveries on Saturday, the reference courier is UPS. Beyond Europe, all shipments are carried out by DHL Express. Under exceptional circumstances, the company reserves the right to entrust other couriers than those above with shipments.


Can I decide to have my parcel delivered to a different address or a country different to the registration details?
In step 3 of the order process (entitled deliveries), it is possible to indicate a different delivery address to the one saved in your user profile, however this different address must be in the same country.


Do you deliver worldwide?
Our Online Store delivers to Europe, EEC member states, the USA, Canada and Russia, Hong Kong, Israel and United Arab Emirates. It is possible to check this information in the relevant section.

 

How can I receive confirmation of my order?
The order confirmation from the company will be sent by email to the email address listed in your profile. When you receive the email confirming that the payment has gone through successfully, the goods selected in the cart are confirmed.


How can I find out the tracking number for my order?
Once logged in, in the "PROFILE" section you can see the progress of your order at the warehouse. When the goods have been shipped you can track the parcel. This service is not available for shipments to Russia; for information send an email through the relevant section on the site.

 

When making the delivery, does the courier contact the recipient to make an appointment?
Normally, this does not happen on the first delivery attempt. In the event that the first delivery attempt does not succeed due to no one available to take receipt at the preselected destination, it is likely that the courier will make contact before attempting to re-deliver.

 

RETURNS, ORDER CANCELLATIONS


What happens if I'm out and my order is sent back to Patrizia Pepe?
Patrizia Pepe can organise a new delivery to the same address or another, although the country listed in your registration must remain the same. In the case that the order is returned for a second time, we will be forced to cancel your order and deduct the delivery costs from the amount credited.


How can I return my order and are there costs involved?

Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund. If you are a registered user, enter your account in 'My orders' section. If you have placed an order as a guest user, visit the dedicated section 'Order status' in the footer of the website and search for the order containing the product(s) you wish to return.  

In the dedicated section of the website, directly download the pre-printed return label which must be placed on the original box (or another, equally sturdy one), so as to cover the original shipment label. Arrange the pick-up of your package by the courier. Your return will be processed within 3 working days from parcel delivery to our warehouse.

You will be refunded with the same payment method as the one used to make the original purchase; the time it takes for you to receive your refund varies according to credit institute. You will only be refunded for the purchased product, any costs incurred for shipment or other additional services will not be refunded.If your return does not meet the conditions listed, the package will be sent back to you without receiving the refund.

How does the reimbursement work?
In the case that you had made your purchase using a credit card, PayPal card, Sofort or iDeal, the company will credit the full amount (equal to the total amount of items returned excluding delivery charges) directly onto the credit card, PayPal card, Sofort or iDeal account. The time required to credit your card may vary between banks but generally allow for 2-3 working weeks to be able to see the amount available in your account; this is as a result of the interbank system and Patrizia Pepe is not responsible for this processing time. If you paid cash on delivery, you will need to specify in the online returns process a current account and related IBAN code into which the company can make a bank transfer for the amount equal to the goods returned excluding delivery charges. Customers who paid cash on delivery and do not have a bank account will be charged for administration costs for issuing a postal order or cheque.

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