Frequently Asked Questions - FAQ

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.

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.

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.

Reach out to us via email to info@piniparma.com with the email addresses linked to your account and our Customer Care team will help you out.

Once your order will be accepted, you will 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.

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 (9:30 am-1:30 pm - 2:30 pm-5:30 pm CET from Monday to Friday), WhatsApp, Instagram, Facebook Messenger. We will make every effort to accommodate your request. Please note that once an order has been submitted, we cannot guarantee that the purchase can be cancelled.

Once our facility will have dispatched your order, you will automatically receive a confirmation email that includes your parcel's shipping details.

Processing your order for dispatch is usually done within 24 hours, unless you have ordered pre-order garment(s).

Delivery times via DHL are as follows:

• France: next business day delivery
• Europe: 2-4 business days
• Rest of the World: 3-6 business days
• Russia: 15-30 days via La Poste / Pochta

Please check the following details before contacting our customer service team:

• Check you have received an email confirming your order has been dispatched.
• Check the tracking information that is included in your shipping confirmation email using the relevant link.
• 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.
• Check nobody at your address has taken the delivery on your behalf.

- Although DHL should not deliver your parcel with a neighbour, its always worth checking with your neighbour just in case.

• Please contact DHL and our Customer Care team at info@piniparma.com and we will do our best to resolve the issue as quickly as possible.

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 via chat or WhatsApp 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 Demand Delivery) which you can use to make the delivery more convenient for you. Simply follow the link below, enter your tracking details then hit the 'change address' section and the rest will be easy to follow: https://www.ondemand.dhl.com

It usually takes 2-6 business days for your package to be returned to our facility and up to 15 business days for the return to be processed.
You will be notified via email once the funds will be credited back to your account or once your exchange will be shipped.
In case of a refund, please note that it may take up to 5-6 business days for your account to be credited depending on each financial institution.
If you paid using wire transfer, our Customer Care team will contact you to gather your IBAN to issue the refund.

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.

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.

Simply reach out to our Customer Care team with the reference of the garment you are interested in as well as the size and the location (Paris, Milan or Brussels) and we will let you know if it is.

Tax Free is only available for in-store purchases.

We accept the following payment methods:

• MasterCard, Visa, AMEX;
• Apple Pay
• PayPal;
• Bank transfer;
• Alma (by 2 to 4 instalments; only for France, Spain, Germany, Italy and Belgium)

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.

Contact our Customer Care team as soon as possible throughout any of our channels and we will see if we can still help you out with the payment.

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.

Once your return parcel has been received, it can take up to 15 business days for your refund to be processed.

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.

Processing your order for dispatch is usually done within 24 hours, unless you have ordered pre-order garment(s).

Delivery times via DHL are as follows:

• France: next business day delivery
• Europe: 2-4 business days
• Rest of the World: 3-6 business days
• Russia: 15-30 days via La Poste / Pochta

We offer free shipping worldwide for all orders over 100.00 EUR. Under that amount, the shipping fee is 15.00 EUR.

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.

Reach out to us via our various channels (chat, Instagram, Messenger, WhatsApp, email) for further advice.