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 and Ideal 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.
How much are the delivery charges?
Pick up in-store is free. Currently, pick-up in-store is only active in some countries and at selected retail outlets.
Standard delivery is free for all orders containing at least one product from the New Collection.
Charges are applicable for express delivery.
Special delivery on Saturday costs €40 and is only available for orders received no later than 14:00 CEST the Friday before.
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. 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?
Deliveries are made daily from Monday to Friday. All orders placed on Saturday or Sunday will be processed on the following Monday morning. The courier carrying out the deliveries is Bartolini for Italy and DHL for other countries, during office hours. In exceptional cases, the company may decide to rely on couriers other than those previously mentioned.
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, 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.
How does the Saturday delivery service work?
It is possible to have Special Saturday Delivery in all the countries/postcodes where the service is available. Orders placed after 14:00 cet on Friday will be delivered on the Saturday of the week following the date of the order’s placement.
RETURNS, ORDER CANCELLATIONS
How can I cancel my order if I no longer wish to receive it?
It is possible to cancel your order within 4 hours of submission by sending an email using the Online Form in the "Customer Service" section, indicating the order number and reason for cancelling. For orders paid by credit card, the time required for refunding the amount is subject to banking schedules. Such amounts will not be handled by the company but made available by the bank after the processing time. In the case that the order is refused on delivery, when it is returned to the company the total amount excluding delivery costs will be refunded.
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?
To return goods, it is necessary to ensure that the general conditions of sale are observed. You may request a return within 14 days of receipt of the order. In order for the return to be accepted it will be necessary to 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. Inside the packaging you will find a printed label, please pack the items in the order box (or any rigid carton box) and stick the label over the prior delivery information . Arrange the pick-up of your package by the courier. Once your package reaches the warehouse, please allow 3 business days for your return to be processed with the same payment method you have already chosen. 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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