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We ensure that the purchasing process in our online store is just as convenient as the exchanging or returning of our products. All our products can be returned within 30 days from the date the order was received by the customer without any type of penalty and at no expense to the customer. Even the shipping of the returned item is free of charge.
Please follow the return instructions outlined under your country of residence.
EUROPE
1.- Go to “My account". To do so you have to click on the section “Sign in” at the top of the webpage, then fill in your e-mail address and password on the right hand side of the screen and click on “Accept”. Once you are in your account go to “My account” and you will have the option to see the summary of your orders. Select the order you would like to return, and fill in the returns form. The transport company will collect the items a few days after we have received the request.
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.
USA
1.- Go to “My Account,” select the order that you would like to return and complete our returns 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 FEDEX 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 FEDEX store or your nearest FEDEX drop-off point (call 1.800.GoFedEx 1.800.463.3339 or visit http://www.fedex.com/Dropoff/start to locate the one nearest you).
Once we have received the item and have checked that it is in perfect condition, we will refund your credit or debit card in accordance with the conditions of your bank. We will inform you via e-mail once the refund has been realized. Occasionally when payment was made with a credit card, a refund is only possible when the original payment has been completed. In cases where payment was made with a debit card, the total sum will be refunded within 4 days. If you want to CHANGE your order (for another style, colour or size), you must first apply for a RETURN (please, read the instructions given in the previous paragraph). In this case you will be given a full refund and can make a new purchase afterwards.
Our Pikolinos stores and points of sale are unable to accept returns or exchanges of products bought online. We will only accept returns that fulfil the conditions previously specified and that follow the established procedure.
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