“Make yourself comfortable, your happiness is our commitment”
How do I place an order?
1. Choose your favourite
Visit Pikolinos.com and once you've found what you’re looking for, click 'View Details', to see all the information about this model: available sizes and colours, description and composition of the materials used to make it. You can also read comments and reviews from other customers about each model. Once you've decided, click 'Buy'.
2. Add it to your shopping cart and confirm
Before finalising your purchase, review all of the items you've added to your shopping cart, ensuring you have the correct quantity, model, size and colour. At Pikolinos we want your order to arrive as soon as possible, so once you have placed your order, it will go into preparation status and you will not be able to make any changes or cancellations once your order has been confirmed. If you have a promotional code, you can enter it in the corresponding box. Once you have completed your purchase, click 'View cart' to enter your personal details, shipping details and select a method of payment.
3. Tell us where to send it and make your payment
Now you just have to tell us where you want it sent. At Pikolinos.com we deliver your order free of charge when you spend more than €50. Preparation and shipping costs for orders under €50 will be €5. Once we have the necessary delivery details, you just have to choose the payment method and click ‘Pay’.
At Pikolinos.com you can pay by credit or debit card by entering your card details. Or if you prefer, you can use PayPal and we will redirect you to a 100% secure platform to confirm the payment. Remember that to ensure the security and confidentiality of your data, it is sent directly and in encrypted form to the bank server without being recorded on our server Pikolinos.com.
In some northern European countries we also accept other methods of payment such as Sofort, iDeal, Lastschrift or GiroPay. At the end of your purchase you’ll be able to select the payment methods available in your country.
4. You’ll get it shipped easily to your home or work
Once you’ve finalised your order we’ll send you a confirmation email containing the details of your order. Then our team will get straight to work preparing your package to dispatch it. Orders usually take between 5 to 7 days. When your order is ready, you’ll receive an email with the tracking code for your order so you can follow its status.
5. Receive and enjoy your Pikolinos
Your order has arrived. That was quick and easy! Now you just have to enjoy your new Pikolinos. Of course, our Customer Service team will be at your disposal if you have any queries. If you need to exchange or return the order, no problem! You have 30 days to make returns at no cost to you.
How to return an order
We hope you're happy with the purchases you made on Pikolinos.com if you need to make a return, you have a period of 30 calendar days from the date when you received the order to do so.
If your order is still within the established deadline, you should make the return by following the steps shown below.
Steps to make a return:
1. Access your account on Pikolinos.com
• Go to “My account” and enter your email address and password. Identify the order you want to return and click on RETURN AN ORDER.
• If there are multiple items in the order, select the ones you want to return.
• Download and print the return label which you can find on the return confirmation page.
• Stick the label to the package and return it to the nearest UPS access point. Find UPS points here.
• Once your return has been received in our facilities, we’ll issue the refund for your purchase.
2. Send your return through the Post Office
Once you've requested to return your purchase through our online store, you’ll receive an email from Pikolinos.com Este email contiene el localizador de devolución. Es un código con letras y containing the return reference number. This is a code of letters and numbers that you will need to provide at the Post Office for them to print the return label registered in the system. You do not have to print the email, just show the complete code at the Post Office. Of course you don’t have to pay anything, as returns at Pikolinos.com are free.
- The first email is simply to confirm receipt of your return request and explain the steps to follow in order to carry this out.
- If you don’t know where your nearest Post Office is, click here
If you don’t know where your nearest Post Office is, click here.
3. Refunding your money
After receiving the item and checking it's in perfect condition, we will refund your credit card, PayPal account, or whichever other payment method you used. It is important to remember that this payment will be made according to the terms and conditions of your bank.
Frequently Asked Questions/OrdersHow do I place an order?What happens when I make a purchase?
When you complete the payment of your order, you will receive a confirmation email to inform you that your purchase has been made successfully. In the event that we need more information to ship the order, or if there is any incident with your order, we’ll contact you as soon as possible.I have a promotional code - how do I use it?
On special occasions, through our newsletter or through specific platforms, you can get promotional codes for special offers. To apply this coupon when purchasing, just follow these simple steps: Select your Pikolinos product, add to your shopping cart, enter your promotional code and click "Buy".How can I check the status of my order?
When your order is ready, you’ll receive an email with the tracking code for your order so you can follow its status. If you have any questions, you can contact firstname.lastname@example.org and our Online Customer Service team will give you all the information you need.Why can't I find my size?
The website automatically hides items and sizes that have run out. This means that if you can’t find what you’re looking for, unfortunately there is currently no stock left. However, you can try an alternative item or check back at a later date.
We recommend that you contact email@example.com so our Online Customer Service Team can attempt to locate the model you want in our shoe cyberspace.If this is a gift, will the recipient see any price or receipt?
Don't worry! Any orders you have requested to send as a gift won’t include the price.
And you can also customise your order with a special card, where we’ll write the text of your choice for the recipient of the package.I have problems accessing the website or placing an orderI'm not receiving your emails
One of the most common reasons is that your email software is by marking our messages as “spam” and automatically saving them in your junk mail folder. To prevent this from happening, add firstname.lastname@example.org to your email contacts. If you have already done this and are still not receiving our emails, make sure you've entered the correct address when you created your Pikolinos account. Just login to “My Account” and check your details. If you prefer, you can contact con email@example.com and our Online Customer Service team will help you to solve any issue.What happens when I make a purchase?
When you complete the payment of your order, you will receive a confirmation email to inform you that your purchase has been made successfully. In the event that we need more information to ship the order, or if there is any incident with your order, we’ll contact you as soon as possible.What product guarantee does the Pikolinos online store offer?
At Pikolinos we carry out rigorous controls that guarantee the best quality of workmanship and materials. All our products are guaranteed against manufacturing defects. To make an inquiry about the guarantee, please contact us at firstname.lastname@example.org.
Frequently Asked Questions/PaymentsHow can I pay for my order?
There are several payment options available to you. We accept all major credit and debit cards (Visa, MasterCard, Discover, Diners, American Express), or if you prefer, you can pay using PayPal. We at Pikolinos.com take security very seriously, so your data will be 100% protected with us. During the checkout process we will try to avoid any problems, but if you do have any issues, please get in contact with us so we can help you at email@example.com.
In some northern European countries we also accept other methods of payment such as Sofort, iDeal, Lastschrift or GiroPay. At the end of your purchase you’ll be able to select the payment methods available in your country.
PSD2 regulation: To finalize your purchase and for security reasons, your bank may ask you to verify your purchase in different ways (via SMS, a notification on your mobile phone or other methods). In case of doubt, please contact your bank.Do you store the banking information provided at the time of purchase?
For added security, the Pikolinos online store never has access to any confidential information relating to the method of payment. This is why your bank details will be required for every new order you place on our online store.
Frequently Asked Questions/Exchanges and returnsHow can I exchange or return an order?
We hope that you're happy with your purchases from Pikolinos.com, but if you need to make an exchange or return, you can do so within 30 calendar days of receiving your order.
On Pikolinos.com we only accept size exchanges. Go to My Account, select the product you want to exchange in the My Orders section and follow the instructions to exchange your Pikolinos for a different size.
If you need to exchange the design model or the colour or one-size products, you should process a return and make a new purchase of the product you want.
If your exchange is due to a quality issue, please contact firstname.lastname@example.org and we'll help you.What should I do if I want to exchange one product for another at Pikolinos.com?
To make an exchange of a product purchased on Pikolinos.com you need to access your user account and select the product you want to exchange. Click here to access My Account.
In My Orders, select the product you want to exchange by clicking on EXCHANGE ORDER. Then select the new size you need, indicate a reason if you think it's appropriate, confirm your shipping information and follow the instructions to process your return. As soon as we receive your returned item, we'll start the process of sending you the new size so you can enjoy all the comfort of our designs.
Remember that all online product exchanges must be processed through Pikolinos.com. At the moment it's not possible to exchange your items at physical points of sale.
There are no limits for exchanges in our online store. You can make as many exchanges as you like of the same design by following the exchange and return instructions.
If we don't receive the return within a maximum of 30 days from the exchange request made from your account in Pikolinos.com, we'll cancel the stock reservation and delete the request you sent.When will I receive the new order after processing the size exchange on Pikolinos.com?
We'll ship your new size as soon as we receive the returned item in our Logistics Centre. You'll get an email with all the information about your order once it leaves our facilities so you can track its progress.
If you prefer, you can track your order by entering all the details here.What is the charge for returns?What is the charge for exchange costs?
Size exchanges for products purchased on Pikolinos.com are free of charge, provided they're made within 30 calendar days from the date you received the order.
Remember you need to request the exchange of your purchase through your account on Pikolinos.com.
Exchanges on Pikolinos.com never involve a financial transaction. Size exchanges will be made regardless of the price that appears in our online store, respecting the original price of the order.
In the event of the return of a previously exchanged product, you'll receive a refund for the original amount, regardless of the cost €0.00 that appears in the order exchange information in your account.What condition do I need to return the order in?
To be able to accept an exchange or return, it's imperative that the product to be returned is in perfect condition, that it has not been used or damaged and that it's still in its original box.Can I exchange my order from the online store in a Pikolinos store or at one of the brand’s points of sale?
Exchanges of online purchases are not accepted at official Pikolinos points of sale. Any size exchanges must be made through your account on Pikolinos.com.
In our stores, the team can help you process the return online and, if you wish, you can make a new purchase in our store depending on the stock available at that point of sale.Can I return my order from the online store at a Pikolinos shop or point of sale?
Returns of purchases made online are accepted at official Pikolinos points of sale (except for stores in Ponferrada and Palma de Mallorca-Av. Jaime II). All you have to do is find your nearest store and take your Pikolinos and your order number to make your return and receive your refund. Find your nearest store here.How will I know that my order exchange has been completed?
As soon as we receive the item and check it’s in perfect condition, we'll proceed with sending you the new size. You'll get an email with all the information about your new order so you can make your mark on the world with all the comfort of your new Pikolinos.How will I know that my return has been completed?
As soon as we receive the item and check it's in perfect condition, we will refund the full amount your credit card or whichever other payment method you used. This payment will be made according to the terms and conditions of your bank.
Frequently Asked Questions/ShippingWhat are the shipping charges?
Pikolinos offers convenience and flexibility for you make your purchases. That means we ship your order free of charge whenever it is over €50, while preparation and shipping costs for orders under €50 will be €5. We also don’t charge for returns.
Remember that if you wish to exchange a product, you must first make a return and then place a new order at Pikolinos.com.How long does it take to receive orders from the online store?
Once you’ve finalised your order we’ll send you a confirmation email containing the details of your order. Then our team will get straight to work preparing your package and dispatch it within 24-48 hours working days. When your order is ready, you’ll receive an email with the tracking code for your order so you can follow its status.
For orders that will be shipped to the Balearic Islands, the delivery of the parcel will take between 48-72 hours. We do our best for the parcel to arrive as fast as possible, but it takes us a little bit longer to cross the Mediterranean Sea.What are the shipping methods?To make your shopping experience at Pikolinos.com as quick and convenient as possible, our carrier will prepare to deliver it to the address of your choice from the moment you place your order.How do I track my order online?
You can follow your package by clicking on this link and entering your order number and the email address you used to make the purchase. Remember that our shipments take 24 to 72 hours to arrive at their destination. If you already have an account at Pikolinos.com, you can click on My Orders to see your purchase details and to track your package.Can I have the package sent to a different address to my home?
Of course! Just enter your new shipping address when placing your order. Perfect for sending gifts to your friends or receiving a package when on holiday.What do I do if you don’t ship to my country?
We currently only ship orders to the countries of the European Union, United States, Canada and Mexico. You can also go to the store finder to find your nearest point of sale.Can I shop online anywhere in Spain?
At Pikolinos.com we ship all our products to many places around the world. However, due to customs reasons or customs issues, at present we cannot ship orders placed at our online store to the Canary Islands, Ceuta and Melilla.
However, in each of these places we have numerous multi-brand points of sale where you can find our collections. Click here to locate your nearest store using the pikolinos.com store finder.
Our goal is to keep growing and get closer to you every day. So we are confident we will gradually reach more places and fill each of our customers with comfort and happiness so we can all continue to leave our mark on the world.
Make yourself comfortable and if you have any questions, just email us at email@example.com and we’ll be delighted to help you.
Frequently Asked Questions/AccountWhat is a Pikolinos.com account?How do I register on the Pikolinos online store?
On the main page of our website, at the top next to the search bar, you’ll find “My Account”. If you've already signed up to Pikolinos.com you just have to enter your email and password. If you're a new customer, select “I'm not a customer yet”, click “Create account”, fill in the form and select “Send”.Do I need to create an account to make a purchase?
No, it is not necessary. You can place the order without creating an account, and once you have made the payment for your purchase you can create a new account at Pikolinos.com, if you wish.What are the advantages of registering?
There are loads of advantages for registering at Pikolinos.com. For example, once you register, you do not need to fill in your shipping information every time you place an order. You can also save your favourite items in the Favourites section.
Frequently Asked Questions/Our productsOur warranty
All our products have a two-year warranty from their date of purchase against any manufacturing defect certified by our Quality Department. Please bear in mind that our product warranty does not cover any damage caused by improper use. In addition Pikolinos will not accept complaints concerning products previously handled or repaired by the customer.
Once the incident has been processed by our Customer Experience team, Pikolinos’ Quality Department will review the damaged item and our specialists will decide whether to repair or replace it depending on how it is damaged. If we have to give a refund we will need your bank account number.
Remember that it is very important to always keep your receipt or proof of purchase so we can give you the best solution.
According to the current legislation, Pikolinos agrees to evaluate all the possible quality defects in the production process. However, Pikolinos will proceed differently depending on the sale channel used (by the customer) to purchase the product.What are the main characteristics of Pikolinos leather?
The leather we use for Pikolinos shoes are of the highest quality calfskin. The exclusive treatment of the leather, using natural products and waxes, is carried out at Pies Cuadrados, a Pikolinos Group company specialized in tanning. Our leathers do not have any kinds of resins or protective plastic films. As a result, we get a leather that preserves its pores intact, allowing the foot to breathe more easily.
If you want to get to know all the types of leather used by Pikolinos, visit Pikolinos Care and discover more about the leather of your shoes.Why buy Pikolinos shoes?
Pikolinos enjoys an unmistakable personality: their handcrafted manufacture, with hand-sewn stitching and natural, soft, resistant leathers mean comfort, alongside the exclusive designs and characteristic colours that are the essence of the brand. Another factor that reinforces the Pikolinos identity is the manner of stitching at the soles in many of the models. This method means that the shoe leather is more flexible and adapts better to the foot of each person, achieving maximum comfort.Can I get my Pikolinos wet?
Due to the exclusive treatment of the leather, with natural products and waxes, we advise that you avoid exposing your Pikolinos shoes to water. If your Pikolinos have got wet in the rain, we advise you to place newspaper inside the shoe to absorb moisture, then subsequently allow them to dry in the shade, so that the shoe regains its flexibility and natural appearance. It is important not to expose the shoe to sources of heat, as these will dry out the leather leaving it hard and stiff.How should I preserve my Pikolinos?
When saving your shoes for the next season, we recommend storing them suitably in the original box, in a dry place with paper inside the shoes to prevent the leather from becoming deformed.How do I clean my Pikolinos shoes?
To clean and care for your Pikolinos perfectly, the first thing you have to do is identify the type of leather your model is made from. To do so, visit our Pikolinos Care website and enter the reference for your Pikolinos shoes. There you’ll find all the tips for caring for your shoes and keeping them as good as new for a very long time. Go to Pikolinos Care
Frequently Asked Questions/StoresDid you buy the item at Pikolinos.com?
If you bought the item in our online store and you want to resolve a problem with your Pikolinos, please contact our Customer Experience team by emailing firstname.lastname@example.org or calling freephone 900 858 989. They will handle the incident by examining the problem and dealing with it in the way that’s best and most convenient for you.Did you buy the item in a Pikolinos shop?
If you bought the item in any of our shops, you should report the incident at any Pikolinos point of sale. There our colleagues will examine the problem and in all probability will be able to give you an immediate solution. If the product you purchased needs to be evaluated or repaired, our colleagues will send it to Pikolinos’ headquarters in Elche where our Quality team will review the incident and decide whether repair or replacement of the item is the best solution.
Remember we need as much information as possible to handle your incident so you will have to take your receipt or proof of purchase for the item to the shop. This is because all our products have a two-year warranty for quality problems from their date of purchase.Did you buy the item at a multi-brand point of sale?
If you purchased your Pikolinos at a multi-brand point of sale and you have a quality incident, you need to take the item to the shop along with your proof of purchase. If the shop is unable to give you an immediate solution, they will send the damaged item to our headquarters so the Pikolinos Quality team can examine it and decide on the best solution for you.
Remember we need as much information as possible to handle your incident so you will have to take your receipt or proof of purchase for the item to the shop. This is because all our products have a two-year warranty for quality problems from their date of purchase.Do you live in a country other than the one where you bought the product?
If you bought your Pikolinos when you were in a country other than the one you usually live in and you want to change, return or sort out an incident with your Pikolinos, please email email@example.com and our Customer Experience team will find the best solution for your problem. Bear in mind that we cannot handle exchanges, returns or incidents with items if you are in a country other than the one where you bought them. However, each case is different and we are committed to offering you the most convenient option, so we will examine your particular situation to try to help you.