Returns
Returns Instructions
Orders can be returned free of charge within 14 days of receiving the garments, obtaining a refund of the purchase price. A size or color exchange is, however, not possible.
Products you wish to return must be in perfect condition, free of signs of wear and with the warranty seal/tags still attached.
Return Procedures
IN-STORE RETURN: Find the nearest boutique (outlets excluded), bring the item you wish to return and the order confirmation email and our team will carry out the return procedure for you. The refund will be credited to the same payment method used during checkout.
If during the purchase process you selected in-store pickup as the shipping method and you are no longer convinced about your purchase, after 5 working days the boutique will proceed to return it to our warehouse and you will not be charged for the order.
Goods must be returned in their original packaging. Only the label generated when requesting a return on the website or found directly inside the package and shipped with TNT, UPS or DHL – depending on the courier specified on the label – should be affixed to the package.
The website return request procedure (by accessing the Order Status section) is mandatory in order to receive a refund and must be carried out for each order. The return label used must be exclusively the one associated with the order number for which the return is being made.
Returns related to orders generated on different dates cannot be made within a single cumulative shipment.
Once the return has arrived in our warehouses, should the label used not be the one corresponding to the order for which the return was requested, Patrizia Pepe reserves the right not to accept the return and therefore not to issue the relevant refund, as it will not be possible to ensure the correct and full return of the garments.
ONLINE RETURN: Follow the procedure below to speed up the timeframe for processing your return and obtaining a refund..
• Registered user: log into your account on the My Orders page and create the return from the dedicated section;
• Guest user: consult the Order Status section and follow the instructions below:
- Go to the Order Status section;
- Select the product(s) you wish to return;
- Specify the reason for your return from the available options and confirm the action;
- Within the next hour, you will receive via e-mail the return label to be downloaded and printed out or you can download it from the same Order Status section;
- Place the items you want to return in the original box (or another equally sturdy box) and attach the return label on the outside of the box, taking care to cover the original shipping label;
- Book the courier for the pick up of your parcel or drop it off to a parcel store
For Shipping in Italy: we ship with TNT and UPS; check with which courier you received your shipment to book your return.
• To arrange an online pick-up with TNT via telephone to 800.123.868or from the website here; you can also decide to drop off your parcel to a FedEx - TNT Access Point, check the list here.
• To book the return with UPS, call 1-800-782-7892 or book online here. You can also return your parcel to a UPS Access Point, check the list here.
For Shipping in the rest of Europe (except Italy): arrange an online pick-up here;
For Shipping in other countries (except Italy): arrange an online pick-up here
Refund Procedure
When your return arrives at our warehouses and is accepted by our team, it will be processed and you will receive an email confirming that a refund has been initiated.
The amount will be credited to the payment method you used during purchase within five business days. During peak periods (Christmas, Black Friday, promotional sales, etc.) the process may be slower and you will be credited within 14 business days.
In case the payment method used is cash on delivery, the refund will be credited by bank transfer and you will be asked to provide your banking details when creating the return.
FAQ
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.
Only the cost of the product purchased will be refunded; Express delivery, delivery costs or other additional services (such as cash on delivery payment service) are excluded.
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 in the online return process “bank transfer” and specify a bank account holder and its IBAN code. If you are unable to enter it yourself, you can send the credentials by text to our Customer Care (no photos or pictures are accepted), who will support you in the procedure. If you do not have a checking account please contact Customer Care to arrange a 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.