-    CUSTOMER SERVICE -    PURCHASING PROCESS -    COUNTRIES & SHIPPING OPTIONS -    PAYMENT METHOD -    PRODUCT GUARANTEE -    RETURNS & EXCHANGES     CUSTOMER SERVICE 1. What should I do if I have a question regarding the Pikolinos online store? If you have any questions regarding the products or services of our online store, please refer to our FAQ page where you will find answers to many common questions. You may also contact our Customer Service team by e-mailing them at: shop@pikolinos.com. Your inquiries will be addressed as quickly as possible. PURCHASING PROCESS 2. How can I purchase from the Pikolinos online store? To register and purchase from our online store is very straightforward. Simply click on “Sign-in”, provide the required contact information and choose your own username and password. 3. How can I register with the Pikolinos online store? To register and purchase from our online store is very straightforward. Simply click on “Sign-in”, provide the required contact information and choose your own 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 and select “My Profile”. Here you can update all your information. 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” and click on the “Have you forgotten your password?” option. Enter the e-mail address you initially used to register then select “Continue”. Your password will be e-mailed to you immediately. 6. What should I do if I am not sure what size to buy? If you are uncertain of your size, you can refer to our sizing guide by clicking "Size guide". 7. How can I make sure my order was processed properly? If your order has been correctly processed, you will receive a confirmation e-mail immediately after completing the payment. 8. How do I know when I will receive my order? As soon as your order leaves our warehouse you will receive an e-mail notifying you when your order was shipped. COUNTRIES AND SHIPPING OPTIONS 9. In which countries is the Pikolinos online store available? The Pikolinos online store is available for purchases made with delivery destinations in the following countries: GERMANY, AUSTRIA, BELGIUM, BULGARIA, CYPRUS, DENMARK, ESTONIA, FRANCE, FINLAND, GREECE, HOLLAND, HUNGARY, IRELAND, ITALY, LITHUANIA, LUXEMBOURG, MALTA, POLAND, PORTUGAL (Peninsula), CZECH REPUBLIC, ROMANIA, SLOVAKIA, SPAIN (the Canary Islands, Ceuta & Melilla are excluded), SWEDEN, UNITED KINGDOM & UNITED STATES. 10. How long will it take to ship an order? All confirmed online store orders will be shipped within 5 business days by one of our couriers. As soon as your order has left our warehouse, you will receive an e-mail confirming your order.  11. What are the shipping costs? The Pikolinos online store offers FREE shipping to any country. In the case that you are unsatisfied with your product and want to return it, the shipping costs for sending it back to us are also free.  PAYMENT METHOD 12. What methods of payment does the online store accept? For payment, the Pikolinos online store accepts PAYPAL and the following credit and debit cards: •VISA •MASTERCARD •VISA ELECTRON •MAESTRO   13. Will the bank information I provide at the time of the purchase be saved? For maximum security the Pikolinos online store will never have access to the confidential information relating to your payment details. Therefore, each user will be required to provide their bank information for each new purchase. PRODUCT GUARANTEE 14. Does Pikolinos online store offer a quality guarantee on their products? All Pikolinos products go through strict quality controls. We guarantee top quality in the manufacturing of and the materials used in our products.  RETURNS AND EXCHANGES 15. What is the deadline for returns? All products can be returned within 30 days from the date the buyer receives the order. 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. - FOR EUROPE 1.- To request the return of the pair you don’t want to keep, you have to enter in your account, and to do this, please kindly click on the section “Sign in” at the top of the webpage, then fill in the email address and password on the right side of the next screen, and then click on “accept”. Once you are in your account, if you bring the mouse closer to the section “My account” at the top, you will have the option to see the summary of your orders, you then just have to select the order you want to return, and fill in the form. 2.- Once you have completed the returns 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 you are returning is in its original state, and is not used or damaged. The product should be returned in its original box, together with the labels, original packaging and all other materials that were included in the box.  3.- Our transportation company will collect the shoes from the address specified on the returns form as soon as possible. - FOR THE USA 1.-  To request the return of the pair you don’t want to keep, you have to enter in your account, and to do this, please kindly click on the section “Sign in” at the top of the webpage, then fill in the email address and password on the right side of the next screen, and then click on “accept”. Once you are in your account, if you bring the mouse closer to the section “My account” at the top, you will have the option to see the summary of your orders, you then just have to select the order you want to return, and fill in the form.   2.- Once you have completed the returns 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. It is important that the product you are returning is in its original state, and is not used or damaged. The product should be returned in its original box, together with the labels, original packaging and all other materials that were included in the box. 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 your nearest UPS drop-off point (call 1-800-742-5877 or visit www.ups.com/dropoff to locate the one nearest you). 17. What is the cost of returning any unwanted products? If your order is returned within 30 days from when the order was received the cost of returning the product 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 have been used or damaged. It must have all of its labels and original packaging, as well as any other items that were included in the original box. 19. How will I know that my return is complete? As soon as we receive the item(s) and have checked that is it in perfect condition, we will return the total amount paid for the item directly to your credit or debit card, in accordance to the conditions of your bank. You will be informed via e-mail once this refund 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 at 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/style/colour for another? Pikolinos allows you to choose a new model, colour or size by refunding the money of the original order so that you can use it for your new order.