Returns

RETURNS

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 in Italy, although pre-printed return documents are not contemplated, a free return service is available. Follow the link provided in the GLS shipping-notification email and follow the instructions to book a pick-up time. Once you’ve requested a pick-up by GLS, you’ll receive a shipping label by email. You don’t have to print it, but the driver may need to see the label in order to proceed, so don't delete the email until the courier collects the package.
   
   For all orders within the EU (except Italy, where the procedure detailed above applies), 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.
   To return goods from Italy, start the collection procedure with GLS as described above.
   From the rest of the European Union (excluding Italy), 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.