Shipping & Returns

Shipping

Our shipping partner is DHL to ensure a fast, secure and traceable delivery of all orders.

We know how important it is to get your order delivery as quickly and conveniently as possible, and we endeavour to dispatch all orders within two business days. 

Please note that this may take longer during public holidays and sale periods.

Orders are shipped from Monday to Friday, excluding French and Belgium holidays.

Delivery times are:

• France: 1-2 business days
• Europe: 1-4 business days 
• Worldwide: 2-6 business days

Customs duties and additional taxes are covered by Pini Parma for the below listed countries:

• United States of America
• United Kingdom
• Switzerland
• Canada
• Australia
• Hong-Kong
• Singapore
• Norway
• Turkey
• Israel
• Jordan

For countries that are not listed above, PINI.PR SAS may contact customers prior to the dispatch of their orders to confirm their acknowledgment that all customs duties and additional taxes are their responsibility. In the event that a customer accepts shipment of a parcel but subsequently refuses delivery during transit, any customs duties incurred will be deducted from the refund.

 
Tracking your parcel

Once available, the tracking information is automatically emailed to all customers.

Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD). Whether you want to pick your parcel up from a DHL location or reschedule a delivery for another day, the ODD service makes it easy for you.

Once your order has left our warehouse and is in the hands of DHL, you will receive an email and/or SMS to inform you about the expected delivery date of your order. If the ODD service is available at your location, this notification will also contain a link to the ODD website. All you need is your tracking reference (waybill).

Be advised that in case you submit different delivery instructions to DHL during your order's delivery whether it is through ODD or over the phone or message with the delivery courier, Pini Parma cannot be held responsible for any loss or damage caused to your parcel(s).

Here are the options you can select to customise your delivery:

• Collection from a DHL Access Point

If you will not be available for your delivery, you can choose to pick your order up from a DHL Access Point.

ODD will show you the nearest DHL Access Points to you, so you can select which one works best for you. Once delivered, DHL will send you a notification that will include the deadline to pick up your package before it gets sent back to a DHL depot.

In order to collect your parcel from a DHL Access Point, you will need to bring your personal ID (e.g. passport or driving license) and your email or SMS notification from DHL.

• Schedule Your Delivery

In case the original estimated delivery date does not suit you, this option allows you to select another delivery date. Depending on your location, you could even select a precise timeframe to customize your delivery with more accuracy.

• Signature Release

If you would prefer not to sign for your delivery, you can remove the signature requirement. Please note that if you choose this option, Pini Parma cannot be held responsible for any damage or loss that may occur upon delivery.

• Leave With Concierge/Neighbour

Request for your order to be left with your concierge or neighbour. You will need to provide accurate instructions for the driver in order to facilitate the delivery. Please note that if you select this ODD option, Pini Parma and DHL cannot be held responsible for any loss or damage that may occur upon your order's delivery.

• Vacation Hold

You can request DHL to hold your delivery for up to 30 calendar days from the initial delivery date for you in case your are absent for a longer period of time.

 

In case if any issue is noticed post-delivery (damaged parcel, missing or defective items), the customer must report this within 1 business day to our Customer Care team via chat or email with a detailed description and pictures. 

In case this condition is not followed and a return is processed, Pini Parma will decline the refund or exchange. The products may then be returned to the customer, who will be charged for the shipping fee.

 

Returns

We encourage you to help us minimize returns and cut down on unnecessary shipping by choosing the right size. Not only does this save you time, but it also supports our collective goal of reducing our environmental impact and carbon footprint. To assist you, we offer detailed size and comparison guides on every product page, complete with measurements to help you find the perfect fit. If you need any further assistance, our customer service team is always here to help.

You have 30 days from your order's delivery date to submit your return request here. If you want to return multiple orders, please register each order as a separate return via our returns portal. Multiple returns from multiple orders cannot be accepted or processed by our warehouse and will consequently delay the return process. 

Our three online return options are:

• Refund (on the original payment method)
• Exchange for a different size
• Voucher

In-store purchases can only be returned in-store. 
However, online orders can be returned in-store.

Orders paid using a gift card or voucher cannot be refunded. The paid amount will be credited on the same giftcard/a new voucher. 

If you want to exchange your item for a different model/style, simply choose to receive a voucher so you can place a new order.
In case you need to issue a second return for the same order/shipment (or return an exchange), we charge a 15.00 EUR shipping fee.

Exceptions: garments that are altered and Made to Measure cannot be returned.

In order to ship your order back, simply place the return label (and customs invoice if you are located outside of the EU) received via email on top of the parcel and schedule a pick-up.
The item(s) must be unworn, unaltered with the tag(s) still attached. 

Pini Parma will identify any item that is not returned in its original condition. In case any returned item presents a defect that has not been reported to our Customer Care team upon delivery, we will refuse the refund/exchange. The item may be returned to the customer and the shipping fee will be at the customer's charge.

Socks must be returned with their label attached, otherwise the return will be refused.
If you are returning shoes, never use the shoebox as a return package. Put the shoebox back in the original packaging (or another one) and simply seal it. Any missing or damaged shoebox will be charged 10€.

In case a return has not been registered through our platform and additional costs like transport or customs duties apply, these will need to be paid by the customer.

Your return will be processed within fourteen (14) business days after its delivery back to our warehouse.

 

If you have any questions please email us at info@piniparma.com