Faq

ORDER INFO
You can choose between the following payment methods:

  • CREDIT CARD
  • Select the card type and then enter the required information: the full credit or prepaid card number without any spaces, expiration date, security code (CVV/CVC) on the back of the card and the name and surname of the card holder. We accept the following credit or debit cards: Visa, Mastercard, American Express, Maestro, Carte Bancaire (in France), Diners & Discover (in the USA) and JCB (in Japan). The order total will be held on the card and solely charged to pay for the order. Should the order be partially or totally cancelled, the held amount will be automatically released. The release times may vary depending on the card issuer.

  • PAYPAL
  • You will need to log into your PayPal account to proceed with the payment and confirm the shipping address. You will then be able to choose whether to charge the amount to a PayPal account-linked credit card or directly to your account balance.

  • DIRECT TRANSFER
  • Sofort and Giropay in Germany, Ideal in the Netherlands and Bancontact in Belgium.

  • BANK TRANSFER (Italy only)
  • Should you choose to pay via bank transfer, the bank details will be provided including the payment reference (which must be correctly indicated in the transfer instructions) and order confirmation. The goods will only be dispatched upon receipt of the funds in the bank.

  • CASH ON DELIVERY* (Italy only)
  • Payment by cash on delivery incurs an additional €5 charge, which will be added to the purchase total during the checkout phase. Upon delivery, the courier will only be able to accept cash payments for the goods. Should the recipient fail to pay the agreed amount, the courier will be under no obligation to hand over the ordered goods.

The bank details needed to proceed with the transfer are not included in the order confirmation email that you will receive. However, you can retrieve them at any time from your account or, for purchases made as a guest, via the form available at the following link: https://www.pinko.com/on/demandware.store/Sites-pinko-eu-Site/it_IT/Order-Form
In order for the payment to be successful, the bank details and payment reference (numeric string) must be entered exactly as indicated in the order confirmation, without any additional characters. Should the entered data be incomplete or incorrect, the payment will not be able to be processed and the entire amount will be returned to the sender, according to the terms established by their bank.
The goods are reserved for up to 14 days from the online order submission. If payment is not received within this period, the order will be automatically cancelled.
Since 28 December 2020, online payments are even more secure, thanks to the new PSD2 European regulation which introduced new authentication rules. From now on, whenever you use a card payment to place an order, your bank may ask you to confirm your identity by means of 3D Secure authentication. There are many ways to authenticate online payments and you may be asked to confirm your identity via text message, email or TouchID. We recommend contacting your bank to make sure they have your contact details up to date, in the event you are asked to perform the 3D Secure authentication via text message or email. Should you have any questions, please contact our Customer Care team.


ORDER STATUS
You can check the status of your order directly from your account > https://www.pinko.com/en-it/login?rurl=1 or from the dedicated section for guest purchases: https://www.pinko.com/on/demandware.store/Sites-pinko-eu-Site/it_IT/Order-Form
It is not possible to change or add products to the cart once your order has been created by the system. An order can be fully cancelled, provided that it is still being processed. You can check whether it is still possible to cancel your order and request to cancel it, by contacting our Customer Care team.
CREATED: your order has been confirmed on our site.
IN PROGRESS: our warehouses are preparing your order.
DISPATCHED: your order has left our warehouses and is in transit.
DELIVERED: your order has been received at the address indicated during the checkout phase.
FAILED: your order has not been fulfilled. Payment wasn't received.


SHIPPING INFO
Once your order has been dispatched, you will receive a confirmation email containing all the details and the tracking number which can be used to track the shipment on www.ups.com or https://gls-group.com/IT/it/home.
Orders are usually dispatched from our warehouses within 1-2 working days of the order confirmation. The times can vary according to the daily influx of orders. It is therefore possible that there may be some delays regarding dispatching orders, during sales or promotional periods.
Delivery times depend on the shipping method selected during the checkout phase. See the following link: https://www.pinko.com/en-it/customercare/shipments.html
If you have found any anomalies regarding the shipment of your order, please contact our Customer Care team at your earliest convenience, so that the necessary checks can be carried out. If your order status is marked as delivered but you haven't received it yet, contact our Customer Care team so that they can follow up on the appropriate checks with our couriers. Please note that it can take up to a maximum of 10-15 working days to perform the investigation procedures with the couriers.
The courier will make a further two delivery attempts in the following working days. Should these attempts also be unsuccessful, the parcel will be held at your area’s closest collection point for 10 days. If the parcel is not collected within this period, the goods will be returned to sender.

Should the package(s) arrive damaged or the number of packages not correspond to the order placed, you must promptly inform the courier at the time of delivery, by indicating the nature of the problem on the product delivery note, which must be returned signed to the carrier. Any problems regarding the physical integrity, correctness or completeness of the goods must be reported within 7 days of delivery, according to the above-mentioned methods, to our Customer Care team at the following email address: info@pinkocustomercare.com.

At the time of delivery, the customer is required to check: - that the number of packages received corresponds to what is indicated on the delivery note;
- that the packaging is intact and not damaged, wet or otherwise altered, including the materials used to seal the packages (e.g. tape);
- any damage to the packaging and/or product, or whether any packages are missing; these must be immediately reported by specifically indicating the problem on the delivery note to be returned to the courier;
- any problems concerning the physical integrity, correctness or completeness of the products received; these must be reported to our Customer Care team (via phone or email) within 14 days of receiving the goods.
In the event of non-compliance, we recommend retaining the original packaging and any accompanying documentation until the investigation procedure is complete, in order for the courier in question to carry out the appropriate checks.

You can find the list of countries to which our couriers can deliver, directly from the Shipments section of our website. Please note that the billing country must be the same as the shipping country. Before adding items to the cart, please remember to select the language and shipping country via the appropriate menu found in the bottom left-hand corner of our homepage (or at the bottom of the pop-up menu on the right-hand side, if you are using the mobile-friendly version of the site).


RETURNS INFORMATION
Returns procedure:
  1. Create a return request via your Reserved Area (https://www.pinko.com/en-it/login?rurl=1) or the dedicated online form (https://www.pinko.com/on/demandware.store/Sites-pinko-eu-Site/en_IT/Returns-Form). Returns are always free.
  2. Book collection
    Place the items for return in the original pack, or any other sturdy packaging. If you are using the original packaging, cover or peel off the previous shipping label and make sure that the box is securely sealed. From Italy: use the link provided in the e-mail you received from the GLS courier when the order was dispatched to complete the return request. If you no longer have the e-mail from GLS, please contact our Customer Care service. The return label is not necessary for GLS returns; the driver who collects the package will attach the necessary return documentation.
  3. When the goods are received at our warehouse, their condition will be checked and, if deemed compliant, the refund or relative size change will be processed, if requested within the returns deadline. It may take several days to check the goods, depending on the warehouse workload. Once the acceptance procedure is complete, we will send a confirmation email to the same email address used to make the purchase. Any goods returned in an unacceptable condition will not be refunded.
  4. Refund/Size Change
    If you have requested a refund, the corresponding amount will automatically be credited within 30 days (maximum) from the return being accepted, and via the same credit card or bank details used to make the purchase. If you have requested a different size or colour, we will instead process the exchange order; this will be sent to you via the same method you originally selected for the order.
Returns procedure:
  1. Create a return request via your Reserved Area (https://www.pinko.com/en-it/login?rurl=1) or the dedicated online form (https://www.pinko.com/on/demandware.store/Sites-pinko-eu-Site/en_IT/Returns-Form). If you are entitled to a free return, the system will allow you to choose between a home pick-up (indicating the address and chosen date) or a drop-off at the UPS Access Point. If your order is not eligible for free returns, a pop-up will appear indicating the address of the warehouse to which the shipment should be sent:
    Cris Conf. Spa
    Pinko E-commerce
    Strada Comunale per Fornio, 132
    Fashion Logistic
    43036 FIDENZA Italy
    Tel: +39 0524530811 - Email: info@pinko.com
  2. Await the return authorisation email containing the instructions to proceed with the return.
  3. Place the items in a sturdy box. If you are using the original packaging, cover or peel off the previous shipping label.
  4. For all orders with free returns, a prepaid label will be found inside the package (a white envelope with the words PINKO - OPEN ME written on the front). Simply affix the pre-printed label to the outside of the package and contact UPS to arrange for collection (if a date was not already selected when initiating the return request) or drop off the package at your nearest UPS Access Point. Please remember that you must return the goods within 14 days from the date of requesting a Return Authorisation.
  5. When the goods are received at our warehouse, their condition will be checked and, if deemed compliant, the refund or relative size change will be processed, if requested within the returns deadline. It may take several days to check the goods, depending on the warehouse workload. Once the acceptance procedure is complete, we will send a confirmation email to the same email address used to make the purchase. Any goods returned in an unacceptable condition will not be refunded.
  6. Refund/Size Change If you have requested a refund, the corresponding amount will automatically be credited within 30 days (maximum) from the return being accepted, and via the same credit card or bank details used to make the purchase. If you have requested a different size or colour, we will instead process the exchange order; this will be sent to you via the same method you originally selected for the order.
Returns are free for all EU countries. However, non-EU countries and exchanges bear a cost. Please find the return address below: Cris Conf. Spa
Pinko E-commerce
Strada Comunale per Fornio, 132
Fashion Logistic
43036 FIDENZA Italy
Tel: +39 0524530811
We recommend sending us the return tracking info via email for easier identification.
Exchanges can only be made for the same item in a different size or colour. The exchange request must be initiated within the returns period and the system will only allow you to proceed if the items in question are available. This option is only available to countries within the EU area. Please find the link to proceed with your exchange request below: Create a return request via your Reserved Area (https://www.pinko.com/en-it/login?rurl=1) or the dedicated online form (https://www.pinko.com/on/demandware.store/Sites-pinko-eu-Site/en_IT/Returns-Form). Your new exchange order will be dispatched as soon as your return is received at our logistics centre.
Yes, but the return costs must be borne by you and only a refund is possible. You will not be able to request a new exchange. In any case, you will need to create the return request - associated with this exchange order - from the site, according to the above-described methods. Please find the return address below (and this time, the customer is responsible for returning the item):
Cris Conf. Spa
Pinko E-commerce
Strada Comunale per Fornio, 132
Fashion Logistic
43036 FIDENZA Italy
Tel: +39 0524530811
Contact our Customer Care team to submit a return request for defective items. You will be asked to provide some photos of the product, where the defect is clearly visible.
If the product condition requirements are met, the refund will be issued within 30 days of receiving the return package, via the same payment method used to place the order.


GENERAL INFORMATION
Subscribe to the PINKO newsletter to remain up-to-date, be the first to find out what’s new and not miss any promotions! Registering is a piece of cake: simply head to the dedicated section and enter the required information. If you would like to unsubscribe from the newsletter, you can do so directly from the last newsletter you received or from the Newsletter section of your account. Should you experience any difficulties or have any queries, do not hesitate to contact our Customer Care team.
Sign up to our newsletter to receive an email containing the welcome promo code that will entitle you to 10% off your first online purchase.
The welcome discount can be used on your first order or a subsequent order. There are no product exclusions but the discount cannot be used in conjunction with any other offers.
There are many benefits to creating a personal account: being able to save your shipping details, view your order history, track an order or automatically request a return. You do not have to create an account to complete your purchase.
To create an account, simply click on the dedicated icon at the top right-hand corner and enter the required information. If your account password has slipped your mind, use the ‘Forgot your password?’ function. By doing so, the system will send an automated email, containing a link, to the registered email address. Click on this link to create a new login password. If you would like to delete your account, please contact our Customer Care team.
The field in which any discount codes are to be entered is found in the cart itself, so any discount codes must be applied before starting the checkout procedure. Once you’ve added the items to your cart, click on the shopping bag icon on the top right-hand corner of our homepage and select the “view cart” option instead of “checkout”: that way, you will find the dedicated field under the cost summary.
A promo code cannot be added once an order has been submitted. If the order is still being processed, you can cancel the entire order and create a new one, this time using the promo code in question.
Unfortunately, gift cards cannot be used on or purchased from our online store.


PRODUCT FAQ
Consult the size chart found on each PINKO clothing/footwear product sheet. You will also find a diagram containing the anatomical measurements (in cm) to help you choose the best size for you. The site indicates the sizes found on our product tags. Please note that all the sizes on our site are Italian sizes; a conversion containing the most common international sizes can always be accessed via our size guide.
If the product in question is “sold out”, then we recommend entering your email in the field found on the product sheet; that way, you will be promptly informed via email, should the product be back in stock.

Need more help?

Call us from your landline on +390418849048 We will be happy to reply to all your requests and queries.