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FAQ's on shopping

How do I place an order?

Shopping on peterpilotto.com is easy.

For each item you want to buy, select a size and click on the button "add to bag". As soon as you are done with shopping, you can review your items in your shopping bag by clicking on "my shopping bag" on the right top corner. If you changed your mind about an item, you can delete it from your shopping bag by clicking on "delete item". Click on "proceed purchase" to finish your order.

Can I pre-order my favourite pieces from new season collections?

You can pre-order new season items and make payment in advance of their arrival. When you pre-order an item, payment will be taken and your order will be held until we have received the stock. In the product page of pre-order items you will find information regarding expected shipping dates. If your order includes both in-stock and pre-order items, or you purchase more than one pre-order item with different expected shipping dates, items will be dispatched on arrival at the warehouse, however you will incur a single shipping charge. When an item is dispatched, you will receive a shipping confirmation email so that you may track the delivery.

How do I know what is in stock?

All items are in stock unless 'coming soon' or 'sold out' is displayed. Please note that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

Where/how can I find my size?

peterpilotto.com uses an international sizing guide to convert the sizes of other countries into our own. To find out your peterpilotto.com size including corresponding measurements, please refer to the sizing guide that is available on every product page. In addition, our customer care team can answer all your questions regarding sizing and fit. Simply click here for advice.

Can I have my order gift wrapped?

The option to add a gift message at check out and recyclable gift packaging is coming soon to peterpilotto.com.

FAQ’s on payment

What payment methods does peterpilotto.com accept?

We accept Visa, MasterCard, Amex, Maestro credit and debit cards, Paypal, iDeal, Apple Pay and Bancontact.
Please note that for specific countries we do accept other methods of payment apart from those listed below.

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Is it safe to use my credit card?

We ensure shopping at peterpilotto.com is as secure as shopping in store.

We use a 128-bit SSL encrypted secure internet connection to protect your payment when you order in our online flagship store. This encrypts and protects the data you send to us over the internet. If SSL is enabled, you will see a padlock at the top of your browser. You can click on this to find out information about the SSL digital certificate registration.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.

For additional security, we have introduced Mastercard Securecode, a security technology that authenticates your MasterCard and ensures that only the authorized card holder is placing the order. If the bank that issued your MasterCard supports MasterCard SecureCode, you may be prompted to enter your password or to sign up for MasterCard SecureCode as you check out. You can also activate your current card now.

Do I have to pay duties and taxes ?

No additional taxes or customs duties are charged for items that are shipped within the European Union. The item prices and delivery costs include VAT.

FAQ’S on delivery

Which countries does peterpilotto.com deliver to?

peterpilotto.com delivers worldwide. For more information see delivery.

Where can I have my order delivered?

We can deliver your order to any home or work address as well as pick-up points in one of the above countries. Please be aware that we cannot deliver to post office boxes. We do not deliver to forwarding addresses, which includes Aramex addresses.

Delivery outside of the EU may be subject to local import taxes, which are your responsibility where they apply. The shipping company will contact you by telephone once your items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods.

Can I change my shipping address?

We are unable to redirect orders to a different address after shipment. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Can one order be delivered to multiple addresses?

You can only deliver to one address per order. If your order contains gifts or items that require delivery to multiple locations, you will need to place separate orders for each address.

How soon can I get my order?

We aim to ship your order within one day after receiving your payment. It takes 2-3 working days to deliver your order (excluding Belgian bank holidays).

Please note that your order will only be shipped once payment and delivery details have been approved.

FAQ’s on orders

How will I know if you received my order?

Once you have placed your order, we will send you an email confirming it has been received. In the rare instance that any of the items you have ordered are not available, our customer care team will contact you and will refund you the difference.

Can I track my order?

Once your order has been shipped, you will receive a shipping confirmation containing a tracking number and link to the courier. To track your order visit the link and enter the tracking number. With this service you can track your order at any time.

Can I add items to an existing order?

Unfortunately it is not possible to combine orders or add items to an existing order. For other questions concerning this matter please contact our customer care team by clicking here.

Do I need to sign for my order?

We require a signature upon receipt of delivery. Once this occurs, responsibility for your purchased item(s) passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.

What packaging will my order be delivered in?

All peterpilotto.com all orders are wrapped in tissue paper and shipped in discrete, environmentally friendly packaging.

FAQ’s on exchanges & returns

How can I request a return?

Contact us at customercare@peterpilotto.com. As soon as we have received your request, we will send you an email confirming your return and a pre-paid returns label. You can choose to have your parcel picked up on a day that is convenient for you or return it to your local drop off point.

How can I send the items back?

As soon as your return has been authorised, you can choose to have the items picked-up or you can return them to a drop-off point. Items must be returned within 14 days of delivery.

When do you ship my new exchanged items?

As soon as we have received your return, it takes 2-3 working days to deliver your new items. In the unlikely event that the new items would not be available, you will be notified by e-mail and you will be refunded automatically.

When will I be refunded?

Refunds will be processed within 15 days after receiving your returned items.

Will the full amount of my order be refunded?

We will refund the total value of the returned items. Please note that the original shipping costs will not be refunded.

How am I refunded for my return if I redeem a voucher?

Vouchers can never be exchanged for money.

Orders that were (partly) paid for with a voucher, will first be compensated in the form of a new voucher. If any excess remains, the remaining amount will be refunded.

FAQ's on privacy

Is my personal information kept private?

We will only provide third parties the information which they strictly need to carry out their jobs. They will only be allowed to use your information for the performance of the sales agreement between you and us and they will not have the right to use it for any other purposes, unless you have given your express consent.

In order to process your order and deliver your purchases, we may pass relevant personal data to the couriers, storage facilities, banks and credit card service providers that we use, as well as to the peterpilotto.com brand owner. For example, in addition to your name, address and e-mail address, our courier will be given your telephone number in case he needs to update you on the delivery date or time of your order.

In case of fraud prevention verifications, we may transfer your information not only to the banks and credit card service providers but also to the official authorities. At all times where we disclose your information for the purposes of fraud prevention, it will remain secure.

We will store personal data no longer than is reasonably necessary for the purposes set out in this Privacy Policy. We only process but do not store your credit card information.
We will never sell your details to a third party for marketing purposes.

What about cookies on my computer?

In order to improve your experience when shopping on the website we use cookies. A cookie is a piece of information that our website will place on your computer’s hard drive to track your movements while you are on the website. It will also recognize your IP address when you visit our website again.

Cookies are stored in order for us to continually improve our website and provide a convenient on-line shopping experience for you. They are mainly used for marketing purposes, but they are also used to tell us what country you are coming from so we can make sure that prices are displayed in the correct currency and pages in the correct language.

Information on deleting or controlling cookies is available at www.aboutcookies.org. However, please note that if you disable the use of cookies on your computer, you may not be able to shop on our website.