-    CUSTOMER SERVICE -    PURCHASING PROCESS -    COUNTRIES & SHIPPING METHODS -    PAYMENT METHOD -    PRODUCT GUARANTEE -    RETURN & EXCHANGES     CUSTOMER SERVICE 1. What should I do if I have a question regarding the Pikolinos online store? If have any questions regarding the products or services of our online store, please refer to Frequently Asked Questions where find answers to common inquiries. You may also contact our Customer Service by e-mailing shop@pikolinos.com. Your inquiries will be addressed as soon as possible. PURCHASING PROCESS 2. How can I purchase from the Pikolinos online store? To purchase from the Pikolinos online store, you will need to create your account. Please be aware that your personal information will be saved to make future purchases faster. 3. How can I register with the Pikolinos online store? To register and purchase from our online store is very easy. Simply, select “SIGN-IN,” provide the required contact information and create a username and password. 4. How do I modify my profile information? Your profile information can be modified or updated at any time. Enter into your account, select “My Profile,” update the information and, to confirm the changes, select “Accept.” 5. I have forgotten my password, how can I retrieve it? If you have forgotten your account password, select “Register,” click on the Have you forgotten your password? option; enter the e-mail address used to register then select “Continue.” Your password will be immediately e-mailed to you. 6. What should I if I am not sure what size to buy? If you are uncertain of your size, you may refer to our sizing guide by clicking "Size guide" 7. How can I make sure my order was performed properly? If your order has been correctly processed, immediately after completing payment you will received an order confirmation e-mail. 8. How will I know when I will be receiving my order? As soon as it leaves our warehouse, you will receive an e-mail notifying you of when your order shipped. COUNTRIES AND SHIPPING METHODS 9. For which countries will the Pikolinos online store services be available? The Pikolinos online store will available for purchases made with delivery destinations in GERMANY, AUSTRIA, BELGIUM, BULGARIA, CYPRUS, DENMARK, ESTONIA, FRANCE, FINLAND, GREECE, HOLLAND, HUNGARY, IRELAND, ITALY, LITHUANIA, LUXEMBURG, MALTA, POLAND, PORTUGAL (Peninsula), CZECH REPUBLIC, ROMANIA, SLOVAKIA,  SPAIN (Canarias, Ceuta & Melilla are excluded), SWEDEN, UNITED KINGDOM &UNITED STATES. 10. How long will it take to ship an online store order? All confirmed online store orders will ship with, approximately, 1 to 3 business days by one of our couriers. As soon as your order has left our warehouse, you will receive a confirmation e-mail. 11. What are the shipping costs? The Pikolinos online store offer FREE shipping to any country (both ways) . Igualmente no cobramos los gastos de transporte cuando se trata de un cambio o devolucion. PAYMENT METHOD 12. What modes of payment does the online store accept? The Pikolinos online store accepts, as modes of payment, PAYPAL and the following credit and debit cards: •VISA •MASTERCARD *VISA ELECTRON   13. Will the bank information I provide at the time of the purchase be saved? For increased security, the Pikolinos online store will never have access to confidential information related to payment method. Due to this, each user will be required to provide their bank information for each new purchase. PRODUCT GUARANTEE 14. Does Pikolinos online store offers a quality guarantee on their products? All Pikolinos products go through strict quality controls. Due this we guarantee top quality in their manufacture and their components. RETURNS AND EXCHANGES 15. What is the deadline for order returns? All products can be returned within 15 days from the date the order was received. 16. What should I do if I want to return an item from my order? Please follow the return instructions listed under your country of residence. - EUROPE 1.- Go the “My Account,” select the order you want to return and complete our return form. 2.- Once you have completed the return form, print a copy and attach it to the product you intend to return or simply indicate the return number on the outside of the box. It is important that the product that you are returning is in its original state, not used or damaged. It should be returned in the original shoe box, with the labels, original packing materials y complimentary materials that were included in the box. 3.- Our transportation company will contact you to coordinate the pickup from the address specified on the return form. - USA 1.- Go to “My Account,” select the order that you would like to return and complete our return form. 2.- Once you have completed the return form, print a copy and attach it to the product you intend to return or simply indicate the return number on the outside of the shipping box. The product that you are returning must be in new condition and sent in the original shipping box and packaging, which includes all complementary materials. 3.- Please enclose your item, remove the original label and place the UPS return shipping label (included with your order) on the package to be returned.  4. Once your return package is ready, take it to your local UPS store, or nearest UPS drop-off (call 1-800-742-5877 or visit www.ups.com/dropoff to locate the one nearest you). 17. What is the cost of return expenses? If your order is returned within the 15 day period from the date the order was received, the return is completely FREE. 18. In what condition should I return the order? It is imperative that the returned item is in its original state; it cannot be used or damaged, it should still have its labels, original packing materials and any complimentary items that was included in the box. 19. How will I know that my return is complete? As soon as we receive the item(s) and confirm that is it in perfect condition, you will receive a credit for the total cost to your credit or debit card, in accordance to the conditions of your bank. You will be informed via e-mail once the credit has been realized. 20. Can I return or exchange my Pikolinos online store order at a Pikolinos store or point of sale? Returns and exchanges will not be accepted a Pikolinos stores or points of sale. Pikolinos will only accept returns according to the procedure outlined above. 21. What should I do if I want to exchange one size for another? Pikolinos offers the freedom to choose a new model, color or size by returning the money you paid for the original order so that you can use it to settle your new order.