Orders can always be returned free of charge, within 14 days of receipt. Orders returned to us without first creating a return request in the dedicated section of the website, will not be accepted.
Make sure the products are in the same condition as you received them, free of signs of use and with the tag and the warranty seal still attached. Otherwise, we will not be able to accept your return and issue a refund.
No size/color changes can be made. You will need to place a new order after returning the items to be replaced. If you selected in-store pick-up as shipping method, you have 5 days to collect your order. In case you won't be able to pick it up within this time, the store can proceed to return it to our warehouse.
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.
After reading the policy, you can return an order in two ways:
IN-STORE: Take your order to one of the boutiques listed here (not outlet stores): the staff will take care of the return for you;
ONLINE: Please note that you can enter your return from the Order Status section whether you placed your order as a registered user or as a guest. You will just need to have your order number and associated email address at hand.
• 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:
For Standard or Express Shipping in Italy: we ship with TNT and UPS; check with which courier you received your shipment to book your return.
For Standard Shipping in the rest of Europe (except Italy): arrange an online pick-up here;
For Express Shipping in other countries (except Italy): arrange an online pick-up here
We take about three business days to process your refund from the time we physically receive your return. Refunds will be made using the same payment method used for the purchase, with times that may vary depending on your credit institution.
If you selected cash on delivery payment, the refund will be issued by bank transfer, and you will be asked to enter your bank details when creating the return from our website.
Only the cost of the product purchased will be refunded; any express shipping or other additional services are excluded. If your return does not comply with our policy, the package will be sent back to your address and we will be unable to make any refund.
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.
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.
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.