Customer Service

RETURNS

Please note that return confirmation emails may indicate incorrect totals. The refund will be automatically processed for the amount initially paid at the time of purchase. For more information, contact our customer service.

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

1. Returns procedure

   From the date of delivery of the order, the customer has 14 days to request a return, for whatever reason.
   Before sending the goods back, the Customer must request authorisation in the dedicated Return Request section on the website.
   The product must be returned in exactly the same condition in which it was received: it must not have been worn, washed, modified in any way, and must be complete with all tags and accessories.
   Items purchased from www.pinko.com cannot be returned to stores.
   A different size and/or colour may be requested, but not a replacement with items different from those purchased. If the product is available for exchange, a drop-down menu will appear, from which the desired item can be selected.
   Each item purchased comes with a special security seal. Once this seal has been removed, the item is no longer considered suitable for return: only items with the seal intact will be accepted.

2. Types of return

   1. Return for a refund
      If the customer is not satisfied with the product purchased, they may request a return for a refund. The return request must be entered in the dedicated section within no more than 14 days from receipt of the same.
       
   2. Return for exchange
      A return for exchange request may be made for a different size and/or colour of item only. It is not possible to request that an item be replaced with a different product. The return request must be entered in the dedicated section within no more than 14 days from receipt of the same. In the event that the exchange does not meet the customer's expectations either, the customer may exercise his/her right of withdrawal at his/her own expense.

3. HOW TO RETURN THE GOODS

   
   For all orders within the EU, a free return service is available. A pre-printed sheet with the return label is provided in the pack. It is sufficient to follow the procedure to request authorisation for the return online, apply the pre-printed label to the outside of the pack and contact the courier to organise collection, or take the pack to the nearest UPS Access Point. The customer must return the goods within 14 days of the date on which the Authorisation for Return was requested.
   
   For all non-EU orders, goods can be returned, at the expense of the end customer, choosing their preferred courier and shipping method. The customer must return the goods within 14 days of the date on which the Authorisation for Return was requested.For returns coming from countries outside the EU, any duties and charges related to customs clearance will be deducted from the total amount of the refund.

4. REFUND PROCEDURE AND TIMES

   Once the goods have been returned to the warehouse, the condition will be checked, and the refund will then be processed, within approximately 30 days. Any goods returned in an unacceptable condition will not be refunded. The refund will automatically be credited to the credit card or to the bank account number used for the purchase. Confirmation will be sent by e-mail to the address indicated at the order stage.

5. FAULTY PRODUCTS

   In the event of a faulty product, the return request must be entered in the dedicated “Return Request” section, selecting Faulty Product as the reason for the return.
   From the rest of the European Union, the customer must apply the pre-printed label to the outside of the pack and contact the courier for collection, or take it to the nearest UPS Access Point.
   Customers outside the EU are requested to send their claim via mail to our customer care service.
   The customer must return the goods within 14 days of the date on which the Authorisation for Return was requested. Once the goods have been returned to the warehouse, the condition will be checked, and the refund will then be processed, within approximately 30 days. Any goods returned in an unacceptable condition will not be refunded. The refund will automatically be credited to the credit card or to the bank account number used for the purchase. Confirmation will be sent by e-mail to the address indicated at the order stage.