Customer Service

SHIPMENTS

If you reside in the United Arab Emirates, United States of America, Canada, Great Britain, Switzerland, Saudi Arabia, please refer to this information

1. WHICH DELIVERY METHODS ARE USED?

   PINKO allows you to choose your preferred delivery method: home delivery with UPS courier (UPS Standard and UPS Express Saver) or collection from a UPS Access Point or pick-up at the PINKO Store you prefer (service available only for delivery in European Community countries.)
   
   
   Orders placed during office hours (8 AM until 1 PM Monday to Friday) will be processed the same day and will be delivered according to the timeframe for the relevant country and shipping method. Deliveries are not made on Saturdays, Sundays or public holidays. They will be made the next working day.

2. UPS ACCESS POINT

   UPS Access Points are affiliated to UPS, and offer the possibility of delivering or collecting packages at the time most convenient to the end customer. Thanks to newsagents, grocery stores or fuel stations, customers can enjoy extended opening times, more convenience, and competitive prices. To view all the UPS Access Points, opening times and days, just click on www.ups.com/dropoff.
   
   PINKO provides UPS Access Points as a delivery option. Customers can select a UPS Access Point as a final delivery address, when placing the order. When the package is delivered to the UPS Access Point the customer will be sent an email notification.

3. PICK-UP IN STORE

   PINKO offers you the option to pick up the ordered items at one of our Stores free of charge. To pick up your items you must bring with you:

   
   If you cannot pick up the package in person, the delegated person must present:

   • a valid ID document;
   • a copy of the order confirmation email with the pick-up cod†e.
   • a copy of your valid ID document;
   • a valid ID document of the delegate;
   • a copy of the order confirmation email;
   • a signed proxy letter (download a copy).
    

   You will have 10 business days to pick up your order. If you don’t pick it up, PINKO will make the return and you will be refunded the full amount. Cash on delivery is not contemplated as a method of payment for in-Store pick-up.

4. WHICH COUNTRIES, DELIVERY COSTS AND TIMES?

   The following table illustrates the available countries, times and costs of delivery:

   
   Delivery times are 2-5 working days for UPS Standard and UPS Standard Access Point, 2-3 working days for UPS Express Saver and UPS Express Saver Access Point. Except Russia and the UK: 5 -10 working days regardless of chosen method.
   
   The shipping time for the option of pick-up in the PINKO Store you prefer is the same as that of the UPS Standard method. The order cannot be shipped with the UPS Express Saver method when you select the in-store pick-up option. Shipping for in-Store pick-up is free of charge and available only for European Community countries and United Kingdom.
   
   If the shipment is addressed to a country other than Italy, the customer might be subject to import duties to be paid after the goods have arrived at the specified destination. Policies vary considerably from one country to another, so it is recommended that you contact the local customs office to get more information.
   
   Any promotions will be advertised on www.pinko.com.
   
   Shipping is free once a certain spending threshold, which varies based on the destination country, has been reached. You can find details on the homepage.

5. ORDER DATE DIFFERENT FROM SHIPPING DATE?

   The date of the order refers to the time when the order was placed and confirmed on the website. Otherwise the shipping date relates to the time when the goods leave the warehouse and are accepted by the courier.

6. WHICH DESTINATIONS ARE NOT AVAILABLE?

   PINKO deliver to all EC countries apart from the following:

   • Canary Islands (ES)
   • Gibraltar (ES)
   • Ceuta (ES)
   • Melilla (ES)
   • Andorra (ES)
   • Azures (PT)
   • Madeira (PT)
   • Overseas Territories (FR)
   • Campione/Lake Lugano (IT)
   • Livigno (IT)
   • Aland island (FI)

7. CAN DELIVERIES BE MADE TO ALTERNATIVE ADDRESSES?

   PINKO can deliver to an alternative address (for example a workplace) or to any of the UPS Access Points marked on the map and in all PINKO Stores (only for European Community countries).
   
   PINKO does not deliver to PO boxes or Fermoposta post offices for security reasons.

8. HOW CAN I VERIFY THE SHIPPING STATUS?

   As soon as the order has left our warehouse, the customer will be sent an email containing all the shipping details.

   What happens if there is no one at the delivery point, when the courier arrives?
   • The courier will do what they can to deliver the package to the address specified. All the delivery details will be available on their website.
   • If the parcel cannot be delivered, the courier will leave an InfoNotice in the customer’s post box, or close to the doorbell. The InfoNotice will state the address of the UPS Access Point (if one is available close to that address), from which the parcel can be collected.
   • If delivery to a UPS Access Point is not available, a note will be left to indicate that the courier has called, with a phone number to be contacted to arrange redelivery.
   • A text message will be sent to the mobile phone number indicated at the time of purchase, informing the customer what time the courier will be arriving, and the number to call to agree the redelivery. The stated number will only be used for delivery and will never be used for commercial purposes.

   If the delivery attempts are unsuccessful the goods will be stored and the customer will be contacted by our customer service department, to obtain the information necessary to release the items. If no reply is received within three days of receipt of the communication, the goods will return to the warehouse and the amount will be re-credited.

9. WILL THE COURIER CONTACT THE CUSTOMER AGAIN BEFORE DELIVERY?

   Usually, the courier will not call in advance and will not deal with delivery requests at unusual times. However, if the UPS Access Point or a PINKO Store is chosen as the delivery address, these problems will not arise.

10. UPS MY CHOICE

    The UPS My Choice service is available, for incoming shipments.
    
    By subscribing to the UPS My Choice service, you can receive an estimated time of arrival, and updates on the delivery. You can also set holiday periods, change the addresses, or track a package being kept at a UPS depot.
    
    To register, visit: www.ups.com/join.