FAQ
My Account
Resetting your password
If you lost your password, simply click on the "Forgot your password?" mention on the login page and you will receive a link that will allow you the reset your password. In case you did not receive the e-mail, double check your spambox and email us at info@piniparma.com.
I have two accounts, can I merge them?
Simply get in touch with our Customer Care team and your multiple accounts will be merged in one unique account.
How can I access my orders' invoices?
Reach out to us via email to info@piniparma.com with your order number and we will forward you a PDF copy of your invoice.
Can I modify or delete my account's details?
All your data and order history is visible in your My Account section where you can edit your shipping/billing address(es). In case you would like us to delete your information, email us at info@piniparma.com.
Ordering
Can I change the garment or size I just ordered?
If you have selected the wrong item or size, get in touch with our Customer Care team (preferably using the online chatdispatched by our facility, we will still be able to modify your shipping address.
Can I amend my order's shipping address?
If your order has not been packed by our facility, we will still be able to modify your shipping address. Please reach out to us directly so that we can rectify your details. Please quote your order number to speed the process up. If your order has already been shipped, DHL offers an online service called ODD (On Delivery Demand) which you can use to make the delivery more convenient for you. Simply follow the link below, enter your tracking reference and select the 'change address' tab and the rest will be easy to follow: https://www.ondemand.dhl.com
Can I beneficiate from Tax Free?
Tax Free is only available for in-store purchases. Our colleagues will take of the procedure during the payment.
Can I cancel my order?
If you wish to cancel your order, please send an email to info@piniparma.com as soon as possible or get in touch with us via live chat (10 am-1:30 pm - 2:30 pm-6 pm CET from Monday to Friday), Instagram, Facebook Messenger or WhatsApp (+33784530935) and we will answer your request.
Can I order a garment with gift-wrapping?
We currently do not offer gift-wrapping. We try to offer you the best eco-friendly packaging. Our suits, jackets and coats are shipping in our Pini Parma suit-bag.
Can I order a suit with different sizes for the jacket/trousers?
In case the suit you have ordered/are willing to order is a nested garment, hence not part of our mix and match line, it is not possible to order/return just the jacket or trousers separately.
Can I return an online order in-store?
Of course, you can easily bring your online ordered garments back to one of our stores to issue an exchange, voucher or refund.
How do I know if my order has gone through?
Once you have placed an order, you will shortly receive a confirmation email summarizing your order's content, the shipping method, shipping address and your order number. This email may end up in your Junk/Spam folder, so make sure to verify these before getting in touch with us. If you have not received your order confirmation email, please contact us.
How do I track my order?
Once our facility will have dispatched your order, you will automatically receive a confirmation email that includes your parcel's shipping details.
How long will it take me to receive my order?
Processing your order for dispatch usually takes 1-2 business days, unless you have ordered pre-order garment(s). This can take longer if one or several ordered garments have to be transferred from one of our stores to our facility. Delivery times via DHL are as follows:
- France: next business day delivery
- Europe: 1-4 business days
- Rest of the World: 3-6 business days
I forgot to add my giftcard/voucher during checkout
Contact us as soon as possible throughout any of our channels and we will see if we can still help you out with the payment.
Is a specific garment available in our stores?
Simply reach out to us with the reference of the garment you are interested in as well as the size and the location (Paris, Brussels or Milan) and we will let you know if it is.
The product I want is sold out online, is that also the case for the stores?
As our stores and e-commerce stocks are linked, when a product is not available online, it is also out of stock in our stores.
When a garment is sold out online, will it be replenished or is it available in-store?
Reactivity is key at Pini Parma! We produce high-quality garments in often limited quantities. In case the garment you are interested in is sold out online, it will also be the case in our stores as our stock levels are consolidated.
Contact us as soon throughout any of our channels to see if that garment will be restocked and leave your e-mail address in the “notify when available” section on the product page in case you would like to be notified if we receive a return back.
When will I receive my refund/exchange?
It usually takes 2-6 business days for your package to be returned to our warehouse. Once it gets delivered, it can take up to 15 days for your refund/exchange to be issued. You will be notified via email once the funds will be credited back to your account or once your exchange will be shipped.
When will my pick-up in-store order be available?
In case you ordered a garment with the pick-up in-store delivery method, it usually is available in 2-3 business days upon confirmation of your order. The store will give you a call or send you an email once your order is ready for pick-up. Feel free to give our store a call to see if your order is available.
Why have I not received my order within the estimated time originally communicated?
Please check the following details before contacting our customer service team:
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Check the tracking information that is included in your shipping confirmation email using the relevant link.
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Check for emails, phone calls and attempted delivery cards from one of DHL's couriers. It may be possible that your parcel is being held at a DHL depot/facility awaiting collection or redelivery.
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Check if nobody at your address has taken the delivery on your behalf. Its always worth checking with your neighbour just in case.
- Contact DHL and info@piniparma.com and we will do our best to resolve the issue as quickly as possible.
- In the even that an investigation has to be carried out to locate your parcel, this can take up to 10 business days to be resolved.
Payment
My payment has been refused, what can I do?
We advise you to try to proceed the payment again either using another payment method or by using a different web browser/deleting your cookies. In case this does not resolve the issue, the best solution is to get in touch with your bank/card issuer.
Which payment methods does Pini Parma accept?
We accept the following payment methods: MasterCard, Visa, AMEX; PayPal; Bank transfer; Alma (by 2 to 4 instalments; only for France, Spain, Germany, Italy and Belgium), Apple Pay.
Returns / Exchanges
How can I return or exchange my order?
We offer free returns worldwide, one time per order. In order to register your return, simply follow the instructions written in the guide received with your package or click here. You will receive further communication via email.
How long will it take me to receive my refund?
Once we will process your return, you will be notified through a confirmation email. Depending on your payment method and various financial institutions, it can take up to 5/6 business days for your account to be credited. Refunds can only be credited back to the original payment method.
Shipping
Can I merge two orders together?
Reach out to us via one of our various channels (live chat, Messenger, Instagram, WhatsApp, email) as soon as possible with your request and we will do our best to respond to your query positively. In case your order is already packed and shipped, we will not be able to merge both orders together.
How long will it take me to receive my order?
- France: next business day delivery
- Europe: 1-4 business days
- Rest of the World: 3-6 business days
How much does shipping cost?
We offer free shipping worldwide for all orders over 100.00 EUR. Under that amount, the shipping fee is 15.00 EUR.
Sizing
How can I choose the right size?
A size chart is present on each product page, above the description and under the size selection. Measure a similar garment than the one you interested in on a flat surface using a measuring tape and compare the measures with our size chart's.