FAQ

You can choose from the following payment methods:

- CREDIT CARD: Once you have selected the card type, you must enter the complete credit or prepaid card number without spaces, the expiration date, the security code (CVV/CVC) on the back of the card, and the cardholder's first and last name. Accepted credit or debit cards are Visa, MasterCard, American Express, Carte Bancaire in France. The order amount will be blocked on the card and charged only upon order invoicing. In case of total or partial order cancellation, the blocked amount will be automatically released. The release timeframe may vary depending on the credit institution that issued the card used.

- PAYPAL: You must log in to your PayPal account to proceed with payment and validate the shipping address. Based on your choice, the amount will be charged to the credit card linked to the PayPal account or directly to the account balance.

- DIRECT DEPOSITS: Ideal in the Netherlands, Bancontact in Belgium

- CASH ON DELIVERY * Italy Only: Cash on delivery payment includes a EUR 5 fee that will be added to the purchase amount at checkout. The courier, upon delivery of the goods, will only accept payment in cash. If the recipient fails to make the required payment, the courier will not be obligated to deliver the ordered goods.

- APPLE PAY

- KLARNA: you can find here all the information about the option and how to use it online.

- GOOGLE PAY

- SCALAPAY

Since December 28, 2020, online payments are even more protected thanks to the new European PSD2 regulation that introduces new authentication rules. From now on, when you place an order using card payment, your bank may ask you to confirm your identity using 3D Secure authentication. There are many ways to authenticate online payments: SMS, email, or TouchID. We recommend contacting your bank to ensure they have your correct contact information in case you are required to use SMS or email for 3D Secure authentication. If you have any questions, please contact our Customer Care.

Of course, please contact our customer service to receive a copy of your purchase receipt.

If you need a tax document with a specific billing address instead, we invite you to contact our Customer Service within 10 days of the purchase date.

No, the service is not available for online purchases

Once your order is shipped, you will receive a confirmation email with all the details and the tracking number, through which you can track the shipment on www.ups.com

Our warehouses usually prepare your order for shipment within 1-2 business days after purchase. Timeframes may vary based on the daily flow of orders. Therefore, it is possible that during sales or promotional periods there may be some delays in processing. We are committed to managing orders as quickly as possible and appreciate your patience and understanding.

Delivery times depend on the shipping method selected at checkout. See link Shipments

If you have encountered anomalies with your order shipment, contact our Customer Care as soon as possible, so that the necessary verifications can be made. If your order shows as delivered but you have not yet received it, contact Customer Care so that appropriate verifications can be carried out with our couriers. Please note that investigation procedures with couriers can take up to a maximum of 10-15 business days.

The courier will make two delivery attempts on subsequent business days, we recommend actively monitoring the tracking after shipment. If no one is found at the indicated address, the package will be held at the nearest area depot for 10 days. After the pickup period expires, the goods will be returned to the sender.

In the event of any damage to the packaging or if the number of packages does not match the order placed, it is necessary to promptly notify the courier at the time of delivery, indicating the nature of the problem on the product delivery note, which must be returned to the carrier (signature with reservation). Any problems relating to the physical integrity, correspondence, or completeness of the goods received must be reported within 7 days of delivery, according to the methods indicated above, to Customer Care via email at info@pinkocustomercare.com. At the time of delivery, the customer is required to verify:

- that the number of packages being delivered corresponds to what is indicated in the shipping document;
- that the packaging is intact, not damaged, wet, or otherwise altered, including in the closure materials (adhesive tape);
- any damage to the packaging and/or product or mismatch in the number of packages or indications must be immediately noted, with a specific indication on the product delivery document to be returned to the courier;
- any problems concerning the physical integrity, correspondence, or completeness of the products received must be reported to our Customer Care (by phone or email) within 14 days of delivery.

In case of non-conformity, we recommend not throwing away the original packaging and any accompanying documentation until the end of the investigation process, so that the courier can carry out appropriate verifications.

You can find the list of countries served by our couriers directly on our website, in the Shipments section. Please note that the billing country must match the delivery country. Before adding items to your cart, remember to select the display language and delivery country through the appropriate menu available in the lower left corner of our homepage (or at the bottom of the pop-up menu on the right side for mobile devices).

Return procedure:

1. Create the return request through your Reserved Area or the appropriate Online Form. Returns are always free.

2. Book the pickup
Place the items to be returned inside the original package or inside any other sturdy packaging. If you use the original package, cover or remove the previous shipping label, and make sure the box is properly sealed. Inside the package is a pre-printed sheet with the return label. Simply follow the procedure to request return authorization online, apply the pre-printed label to the outside of the package and contact the courier to arrange pickup, or bring the package to the nearest UPS Access Point. The customer must return the goods within 14 days from the date they requested Return Authorization.

3. Once the goods are received at the warehouse, their condition will be checked and, if deemed compliant, the refund or size exchange will be processed, if requested during return submission. The inspection operation may take several days, depending on the warehouse workload. Once the acceptance procedure is completed, we will send you a confirmation email to the same address used to make the purchase. Goods returned in conditions not suitable for return will not be refunded.

4. Refund.
If you requested a refund, the related amount will be automatically credited within a maximum of 30 days from return acceptance, through the same payment method used to place the order.

Return procedure:

1. Create the return request through your Reserved Area or the appropriate Online Form - if you are entitled to free return, the system will allow you to choose between package pickup at home (indicating address and chosen date), or drop-off at UPS Access point. If your order is not eligible for free return, a pop-up will appear directly showing the warehouse address to organize shipment to:

Cris Conf. Spa
Pinko E-commerce
Strada Comunale per Fornio, 132
Fashion Logistic
43036 FIDENZA Italy
Phone: 0524530811
e-mail: info@pinko.com

2. Wait for the return authorization email with instructions to proceed;

3. Place the items in a sturdy box. If you use the original package, cover or remove the previous shipping label.

4. For all orders with free return, you will find a prepaid label inside the package, in a white envelope with the words "PINKO - OPEN ME". Simply apply the pre-printed label to the outside of the package and contact the UPS courier to arrange pickup (if you have not already selected a pickup date when submitting the request), or bring the package to the nearest UPS Access Point. Remember that you must return the goods within 14 days from the date you requested Return Authorization.

5. Once the goods are received at the warehouse, their condition will be checked and, if deemed compliant, the refund will be processed. The inspection operation may take several days, depending on the warehouse workload. Once the acceptance procedure is completed, we will send you a confirmation email to the same address used to make the purchase. Goods returned in conditions not suitable for return will not be refunded.

6. Refund. If you requested a refund, the related amount will be automatically credited within a maximum of 30 days from return acceptance, through the same credit card or bank details used to make the purchase.

Returns are free for all EU countries.
It is instead at the customer's expense for extra EU. Below is the return shipping address:

Cris Conf. Spa
Pinko E-commerce
Strada Comunale per Fornio, 132
Fashion Logistic
43036 FIDENZA Italy
Phone: 0524530811

We recommend sending us the return tracking via email for easier identification.

To submit your return request for a defect, contact our Customer Care. You will be asked for some photos of the product, where the defect is clearly visible.

If the product conditions meet the requirements, the refund will be issued within 30 days from the package return date through the same payment method used to finalize the order.

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If you have difficulties or doubts, do not hesitate to contact Customer Care

By subscribing to our newsletter you will receive an email with a welcome promotional code that will give you a 10% discount to use on your first online purchase.

The welcome discount can be used on your first order or on a subsequent order. It can be used on all products and is not cumulative with other ongoing promotions.

It is not possible to add a promotional code after order finalization. If the order is still being processed, you can proceed with cancellation and confirmation of a new order.

It is not possible to use or purchase Gift Cards in our online Store.

Consult the size chart within each PINKO clothing/footwear product page. You will find a diagram with anatomical measurements in cm to help you choose the most suitable one. The sizes shown on the website are those on the labels of our products. Please note that all sizes proposed on our site are Italian sizes - you can find the conversion with the most common international sizes through the size guide.

If the product you are interested in is "sold-out", we suggest clicking on "Notify when Availble" in the product page, so you can be promptly informed via email if the product becomes available again.

Bring your smartphone close to the Love Birds embroidery on the back and open the notification that appears: a unique code will confirm authenticity. For any additional information, consult the Authenticity page or write to lovebag@pinko.com.