Shopping guides

To place an order on Pikolinos.com, you must have an account. Your Pikolinos.com account gives us the information we need to process your orders. You can change your information through your account or ask us to delete your account by sending an email to pikolinosusa@pikolinos.com. Your account also allows you to track your orders and returns, update your information, etc. Having a Pikolinos.com account doesn’t mean you are subscribed to our email communications. If you want us to send you special deals and promos, subscribe to our newsletter here. Discover all the advantages of belonging to the Smiling Community.

On our homepage, in the upper right, next to the search function, you’ll see the ‘My Account’ section. If you’ve made an account on Pikolinos.com, just enter your email address and password. If you don’t remember your password, click here to reset it. If you’re a new customer, choose ‘Don’t have an account yet?’ then ‘Create an account’. Fill out the form and click ‘Create an account’.

On our homepage, in the upper right, next to the search function, you’ll see the ‘My Account’ section. If you’ve made an account on Pikolinos.com, just enter your email address and password. If you don’t remember your password, click on ‘Have you forgotten your password?’. You can reset your password by clicking here to get access to your account.

Yes, you do. To place an order on Pikolinos.com, you must have an account. If you prefer, you can create an account as you place your order.

Log into your Pikolinos.com account to change any of your personal info for future purchases. You can change anything except your email address. If you need to change your email address, you must create a new account because each email address is associated with a specific account. Remember, in this case, you will lose your order history. To delete an account created by mistake, contact pikolinosusa@pikolinos.com.

No, we only use the info on your account to process your orders. It does not authorize us to send you commercial communications. If you want to join our club and get the benefits, sign up here.

We offer several payment options. We accept all major credit and debit cards (Visa, Mastercard, Discover, Diners Club, American Express). Or, if you prefer, you can use Apple Pay, PayPal or pay in installments through Klarna.

The Pikolinos.com team takes security very seriously, so your data is always 100% protected with us. During the payment process, we do everything we can to avoid problems. But if something comes up, please contact us at pikolinosusa@pikolinos.com and we will help you.

As part of our commitment to security, Pikolinos online shop does not store any confidential information regarding payment methods. So, you will have to provide payment details every time you make a purchase through our online shop.

Our partner Klarna is a trusted payment services provider that offers flexible shopping experiences to consumers worldwide.

We have two payment options, depending on the country:

- Installments: Available in Germany, Austria, Spain, United States, Finland, France, Ireland, Italy, Netherlands, Portugal and United Kingdom.

When choosing Klarna, the customer does not enter the payment information on Pikolinos, they are directed to login into Klarna to proceed with the payment.

1. Add items to your cart.

2. At checkout, choose Klarna.

3. Next, you will be redirected to Klarna to complete the payment

4. Choose the Klarna payment option that best suits your needs.

5. Enjoy your purchase and the payments will be charged to your card as agreed.

The purchase conditions are on klarna.com

You can contact Klarna whenever you want for more information.

It depends on the types of products in your order and the payment method.

If you used a credit or debit card, or PayPal, you will be charged when you place the order.

If you chose to pay in 4 installments with Klarna, the first payment will be charged to your credit or debit card or bank account when your order ships. The other three installments will be charged automatically every two weeks, with no interest or commissions if paid on time. All of these payments will be made through Klarna, and Pikolinos does not handle them.

If you need an invoice for your order, please contact us at pikolinosusa@pikolinos.com. Our Customer Care team will be pleased to help you.

Our Customer Care team can help you place your order by phone or via the Pikolinos.com chat. We will process your order, but for security reasons we cannot obtain access to your credit card details. So, once your order has been processed, we will send you a link via email for you to make payment using the secure method of your choice (except PayPal).

Pikolinos.com doesn’t accept COD payments, but we do offer several other payment options. We accept all major credit and debit cards (Visa, Mastercard, Discover, Diners Club, American Express). Or, if you prefer, you can use Apple Pay, PayPal or pay in installments through Klarna.

Pikolinos is aware that there are fake websites. Please, beware of these fake sites impersonating us. Follow these guidelines:

- Bear in mind that the only authentic Pikolinos websites start with the URL: www.pikolinos.com

- Beware of high discounts.

- Real websites will always show the official contact email address pikolinosusa@pikolinos.com and phone number 1(877)-745-4872.

- The website or ad may not look like the brand image you normally see.

If you find a fake website, please don’t try to place an order. Take a screenshot of the website and contact us at pikolinosusa@pikolinos.com or 1(877)-745-4872 so we can look into it. If you see a fake ad on social media, report and block the user.

We’re sorry to hear that. We recommend you file a report with the police and then contact your bank or credit card company to report it so they can take the appropriate steps.

Shipping Method
Delivery Options	Order Under $125	Order Above $125	Transit Time
Ground Economy	$6.95	Free	5-8 business days
Standard Delivery	$8.95	$8.95	3-7 business days
Express Shipping	$25.95	$25.95	2-3 business days*

*Please allow up to 2 business days for order processing before shipment. We do not deliver on Saturdays, Sundays or national and federal holidays.

Once your order has been placed, we will send you a confirmation email with your order info. Then our team will get to work preparing your package so we can deliver it to you within the period given for the type of shipping you chose. When your order is ready, you’ll get an email with the tracking so you can keep track of your package.

You can check the delivery times for each shipping option here:

Delivery Times
Express shipping	Ground Delivery	Express rate	Standard rate
2-3 DAYS	3-7 DAYS	$25,95	Free for orders over $125; under that, $8.95

You can track your shipment here by entering the order number and the email address associated with it. Remember, your order will take 2 to 7 days to reach its destination. And, if you already have a Pikolinos.com account, you can go to My Orders to see your order details and tracking number.

Of course! Just enter the new address when placing your order. This is a perfect option for sending gifts or receiving your package while on vacation.

Due to customs limitations, we can’t deliver to some regions.

For now, we can only ship to countries in the European Union, the United States and Mexico. You can also go to the shop finder to find a store near you.

At Pikolinos.com we ship all our products anywhere within the continental U.S., Hawaii and Alaska. We do not ship from our online shop to P.O. Boxes, Military Adresses, Puerto Rico, U.S. Virgin Islands, Guam.

However, we have a large network of Pikolinos points of sale around the world. Go to our shop finder to find a store near you.

We strive to keep growing every day to be even closer to you. So, we’re sure that little by little we will be able to reach more locations, bringing comfort and happiness to each of our customers, so we can keep leaving our mark on the world.

Get comfortable and if you have any questions, contact us at pikolinosusa@pikolinos.com and we’ll be pleased to help.

At the moment, we are unable to ship orders from the US to Canada.

To exchange a product purchased on Pikolinos.com, log into your account and choose the product you want to exchange. Click here to go to My Account.

You have 30 calendar days from the time you receive your order to process your exchange. Remember, if you belong to our Smiling Community club, you have 60 days for any exchanges or returns. If you want to get this and many other advantages, join here.

In My Orders, choose the product you want to exchange and click EXCHANGE ORDER. Then, choose the new size you need, the reason for the exchange, confirm your shipping info and follow the instructions to process your return. As soon as we receive the returned item, we will ship the new size so you can comfortably enjoy all our styles. Bear in mind that it can take a few business days from pikolinosusa@pikolinos.com. Click here for more detailed instructions on exchanging a product on Pikolinos.com.

Remember, any exchange of products purchased online must be done through Pikolinos.com. It currently is not possible to exchange these items in shops.

There is no limit on exchanges through our online shop. You can exchange the same style as many times as you need, following the exchange and return instructions.

If we don’t receive your returned item within 30 days of requesting the exchange through your Pikolinos.com account, we will cancel the stock reservation and your request.

We will send you the new size as soon as we receive your return order at our logistics center. You will get an email with all the information on your order once it leaves our warehouse, so you can track it.

You can also track your order by entering the info here.

You can exchange items purchased on Pikolinos.com for a different size at no charge, as long as it is done within 30 days of receiving your order.

Remember, you must request the exchange through your Pikolinos.com account.

There is never any charge for exchanges on Pikolinos.com. You will get the new size regardless of the price listed on our online shop, respecting the original price when it was ordered.

If you return an item that had been exchanged, you will be refunded the original amount paid, even though the exchange price on your account is listed at $0.00.

To accept an exchange or return, it must be received in like-new condition, without being worn or damaged, in the original shoebox.

Products purchased online can only be exchanged through Pikolinos.com. Currently, it is not possible to exchange these items in shops.

As soon as we receive the items and check they are in like-new condition, we will send you the new size. You will get an email with all the information on your new order so you can leave your mark on the world comfortably in your new Pikolinos.

If you don’t love your purchases made on Pikolinos.com and need to return them, you have 30 calendar days from receiving your order to do so. Remember, if you belong to our Smiling Community club, you have 60 days for any exchanges or returns. If you want to get this and many other advantages, join here Click here for more detailed instructions on returning a product on Pikolinos.com.

Returns are free, but if your order was less than $125 and included shipping charges, they will not be refunded.

If the return is due to a quality issue, please contact pikolinosusa@pikolinos.com for help.

You can return items purchased on Pikolinos.com at no charge, as long as it is done within 30 days of receiving your order.

Remember, if your order was less than $125 and included shipping charges, they will not be refunded.

Remember, you have to request the return through your Pikolinos.com account.

To accept an exchange or return, it must be received in like-new condition, without being worn or damaged, in the original shoebox.

Currently, it is not possible to exchange these items in shops. You can, however, return them through Pikolinos.com.

As soon as we receive your item and make sure it is in like-new condition, we will send you an email to let you know and refund the amount to your credit card or other payment method used. Please keep in mind that when you receive the refunded amount depends on the conditions set by your bank.

If your order only had one item, we would return the amount paid so far and cancel the other installments.

If the order had several items, Klarna will re-calculate the amount pending payment, subtracting the price of the item returned, and charge you the new installments according to the original agreement.

Any orders placed through Pikolinos.com have to be returned through the account that made the order. If you need to return an order you received as a gift, it will be refunded to the card used for the original purchase.

Pikolinos.com refunds are always given to the card used for the original purchase. If you’ve had an issue with your card, contact your bank so they can re-process this payment.

Customers come first for us. We know there are many people who leave their mark on the world with our products, and we want to offer special advantages for our most loyal customers. So, we created our Smiling Community, the Pikolinos loyalty club. All members part of this community get special advantages. Find out more here.

Click here to learn about all the advantages of being a Smiling Community member.

To join our club, just click here and fill out the form to get all the advantages of the Smiling Community.

We’re sad to hear you don’t want to be part of our club. You can leave by changing your settings in My Account > Newsletter. If you don’t have an account or can’t find this option, please contact Customer Care.

Yes. Right now, being part of the club means getting commercial communications in your inbox, among other advantages. We want you to be the first to find out about our products and take advantage of exclusive deals and promotions.

No, we only use the info in your account to process your orders. It does not authorize us to send you any commercial communications. If you want to join our club and get the advantages, sign up here.

The leather we use for Pikolinos shoes is all top quality cowhide. The exclusive leather processing, with natural waxes and products, is done by Pies Cuadrados, a company in the Pikolinos Group that specializes in leather processing. Our leather doesn’t have any sort of protective resins or plastic coatings. So, our leather maintains its porousness and lets your feet breathe better.

If you want to learn about all the types of Pikolinos leather, check out Pikolinos Care and learn about the leather on your shoes.

Given the exclusive leather processing, with natural waxes and products, we recommend you don't get your Pikolinos wet. If your Pikolinos got wet in the rain, we recommend putting newspaper inside to absorb the dampness and then letting them dry in the shade so they will return to their natural look and flexibility. It’s important to keep your shoes away from heat sources, which dry out the leather, making it hard and stiff.

If you need shoes specifically for rain, snow or extreme cold, we recommend choosing one of the styles in the Pikolinos Sympatex line. They are designed with a special membrane that keeps water out and protects your feet from harsh weather.

When you put your shoes away for the season, store them properly in their original shoebox,, in a dry spot, and fill the inside with paper so the leather won’t warp.

To clean and care for your Pikolinos, first figure out which type of leather they are made of. You can do this by going to our Pikolinos Care website, where you will find tips on how to care for your shoes and keep them looking brand new for a very long time Go to Pikolinos Care

Pikolinos are slightly wider than usual. To find your perfect size in Pikolinos shoes, we recommend you use our size guide here. In the product description for the style you are interested in, you will also find a tool to scan your foot and get a size recommendation.

If you can’t find the size you’re looking for, it means we are unfortunately out of stock at the moment. However, you can look for another option, check back on Pikolinos.com a little later, or contact Customer Care to try to find the style you want or discover a similar design.

All our products come with a two-year warranty* from the purchase date, covering any manufacturing defects certified by our Quality department. Please bear in mind that our warranty does not cover damage caused by inappropriate use. Plus, Pikolinos won’t be responsible for products that have been altered or repaired by the customer.

Once our Customer Care team has filed an incident report, the Pikolinos Quality department will review the damaged product and determine the best solution based on the damage. This may be repairing or replacing the item, based on their expert assessment. If they decide to issue a refund, our Customer Care team may ask for your bank account info to process the refund.

Remember, no warranty claim can be processed without a purchase receipt or bank statement.

According to current law, Pikolinos will review all quality incidents arising from manufacturing issues. However, Pikolinos only processes warranty cases for purchases made on our website and authorized retailers within the US.

The legal guarantee under the provisions of the Codified Text of the General Law on the Protection of Consumers and Users applies

Quality is our top priority, so if you received a product with any quality issues, please contact pikolinosusa@pikolinos.com so we can handle your incident and offer you the best solution.

If you purchased the item through our online shop and want to resolve an issue with your Pikolinos, please contact our Customer Care team at pikolinosusa@pikolinos.com or call our toll free number 1(877)745-4872. We will process the incident and resolve the issue in the way that is most comfortable for you, analyzing your problem and proposing the best solution.

If you bought your Pikolinos at a multi-brand point of sale and have found a quality issue, please take the shoes and receipt back to the shop where you purchased them. If they can’t provide an immediate solution, they will send the shoes to our central headquarters for the Pikolinos Quality team to review the damage and determine the best solution for the customer.

Remember, we need to have as much information as possible so we can process the incident. So, you must bring the receipt or proof of purchase into the shop where you purchased the item. All our products have a two year warranty.

If you bought your Pikolinos while away from home in a different country and need to exchange, return or report an incident with them, contact pikolinosusa@pikolinos.com and our Customer Care team will find the best solution to your problem. Please bear in mind we can’t handle exchanges, returns or incidents when the customer is somewhere other than the country where the item was purchased, but each case is different and we would like to offer you the most comfortable alternative. We will carefully analyze your unique circumstances and do our best to assist you.

As the General Law on the Protection of Consumers and Users states, customers must provide proof of purchase in the form of a receipt or bank statement in order to process any issues based on the product purchase date. You can contact pikolinosusa@pikolinos.com and our Customer Care team will do what they can to help you.

A product is considered unsafe when, under normal or foreseeable conditions, within its normal usable life, it poses a threat that is not compatible with normal use and could compromise consumer health or safety.

According to Regulation (EU) 2023/988 of the European Parliament and of the Council on general product safety, you can either notify us in person at any of our shops or send us information and/or remarks on this issue to the email address infoproducts@pikolinos.com.

Manufacturer

Name: PIKOLINOS INTERCONTINENTAL, S.A.
Address: Calle Galilelo Galilei 2 Parque Industrial, 03203 Elche (Spain)
Contact: infoproducts@pikolinos.com.