How do i place an order?
Choose your favourite
Browse Pikolinos.com, choose the style you like best, select your size and click ‘Buy’.
Add it to your cart and confirm
Check all the items in your cart. If you have a promo code, put it in the marked box.
Give us your address and pay
Register or log into your account to enter your personal details and shipping address. Choose a payment method and accept the Purchase Conditions, then click ‘Pay’.
Receive your order and enjoy
Once your order has been placed, we will send you an email confirming it. You can also check your order status in My Account.
How do i exchange an item?
Log into your account
Choose the product you want to exchange in the My Orders section and follow the instructions to exchange your Pikolinos.
Remember, you have 30 calendar days to do so. If you are a member of our Smiling Community, you have 60 calendar days. If the exchange is due to a quality issue, contact [email protected].
If you prefer, you can also go into any of our official Pikolinos shops and ask our staff to do it for you. Click here to find a shop.
*Free shipping for orders over 50€ - free returns. Return period extended to 60 days for users subscribed to the newsletter or who are club members.
Choose the product you want to exchange
Go into My Orders and choose the option: EXCHANGE ORDER. Then, choose the new size you need, the reason if you’d like to explain, confirm your shipping details and follow the instructions to process your return. As soon as we receive the returned item, we will ship the new size.
Ship your package
Click here to find drop-off points.
After requesting a return, you can download and print the shipping label and stick it on the outside of the box to be shipped.
If you prefer, you can also go to MY RETURNS in your Pikolinos.com account to get instructions at any time.
Pikolinos ships orders in a recycled, reusable box to make your returns easier. Items to return must always be sent in their original packaging inside the shipping box provided with the shipping label under the flap to close the box.
Get your new product
Once we receive your package, we will check to make sure everything is correct and ship your Pikolinos with the exchange instructions provided during the process. There is no limit on exchanges through our online shop.
How do i return an item?
There are two ways to return items on Pikolinos.com First, you can go into one of our official shops and they will take care of everything for you. Click here to find a shop.
Or you can follow the instructions in your account to leave it at a UPS location.
Log into your account
Choose the product you want to return in the My Orders section and follow the instructions for shipping your Pikolinos back to us.
Remember, you have 30 calendar days after receiving your order to return it. If you are a member of our Smiling Community, you have 60 calendar days. If the return is due to a quality issue, contact [email protected].
*Free shipping for orders over 50€ - free returns. Return period extended to 60 days for users subscribed to the newsletter or who are club members.
Choose the product you want to return
Go into My Orders and choose the option: RETURN ORDER. Then choose your reason for returning the product and follow the instructions to process your return.
Ship your return
Click here to find drop-off points.
To find your nearest UPS drop-off point, click here. If there are official Pikolinos shops in your country, you can also drop your package off at one of them. Click here for a list of Pikolinos shops and addresses.
After requesting a return, you can download and print the shipping label and stick it on the outside of the box to be shipped.
If you prefer, you can also go to MY RETURNS in your Pikolinos.com account to get instructions at any time.
Pikolinos ships orders in a recycled, reusable box to make your returns easier. Items to return must always be sent in their original packaging inside the shipping box provided with the shipping label under the flap to close the box.
Get your refund
Once we receive your item and make sure it is in like-new condition, we will refund the amount to your credit card, PayPal account, or other payment method used. Remember, when you receive the amount depends on your bank’s conditions.
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Frequently Asked Questions/ORDERS
How do I place an order?I have a promo code, how do I use it?On special occasions, in our newsletter or on specific platforms, you can get promo codes for special perks. To apply the code to your purchase, just follow these simple steps: choose your Pikolinos product and add it to your cart, enter your promo code and click ‘Buy’.
Remember, you can only use one promo code per purchase. However, you can use codes on sale items or special deals as long as the conditions of the campaign allow it. Plus, the codes are not refundable and, if used in an order with more than one item, the discount will be applied proportionally to each product.
How can I check the status of my order?When your order is ready, you’ll get an email with the tracking code so you can follow your package. Just go into My Account and click on My Orders to see the latest status of your purchase and approximately when it will arrive.
If it is a gift, will the recipient see a receipt or invoice?Don’t worry! Any order you have asked to be sent as a gift won’t include any prices. But remember that our shipping boxes have our corporate logo on the outside, so the surprise will be what is inside the package.
Plus, you can choose to have your order gift wrapped and add a personalised card. This option is subject to availability and may not be offered during sales and special promotions.
Change I change my shipping address?Yes, as long as you see the ‘Edit’ option on your order in My Account > My Orders you can go in and change your shipping or billing address, or both.
If you don’t see this option, your order is already being prepared and you can’t change it.
Can I cancel or change my order?If you ordered the wrong size or colour, you can cancel your order and place a new one with the right products, unless we have already started preparing your shipment.
Go to My Account > My Orders and click on your order to cancel it.
If you don’t see this option, your order is already being prepared and you can’t cancel it. You’ll have to wait to receive the delivery and return it.
How do pre-orders work?Each season, we have exclusive styles available for pre-order. We only make our items to order, so these products are subject to special conditions, including delivery times, which may be longer than usual. You’ll find your approximate times in the product information. Check your Pikolinos.com account to track your order.
Why was my online order cancelled?It’s very hard for us to know exactly why an order was cancelled. Sometimes, for technical reasons or security, our system blocks or cancels certain orders. Our Customer Care team will always contact you if this happens. But if you see anything unusual, please contact [email protected] so we can find the best solution for you.
Do you need help with your order?Our Customer Care team can help you place your order by phone or in the Pikolinos.com chat. We will process your order, but for security we can’t have access to your credit card details. So, once your order has been processed, we will send you a link for you to make payment using the secure method of your choice (except PayPal). Contact us here.
Problem with your order?If you received the wrong order or there’s an issue with your purchase, please contact [email protected] and our Customer Care team will find the best solution for you.
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Frequently Asked Questions/ACCOUNT
What is a Pikolinos.com account?To place an order on Pikolinos.com, you have to 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 [email protected].
Plus, in your account, you can track your orders and returns, update your details, 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.
How do I log into the Pikolinos online shop?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 in the form and click ‘Create an account’.
How do I reset the password to my Pikolinos.com 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.
Do I have to set up an account to place an order?Yes, you do. To place an order on Pikolinos.com, you have to have an account. If you prefer, you can create it as you place your order.
How can I change My Account settings?Log into your Pikolinos.com account to change any of your personal details for future purchases. You can change anything except your email address. If you need to change your email address, you have to 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 [email protected].
If I have an account on Pikolinos.com, does that mean I’m a member of the Smiling Community?No, we only use the details in your account to process your orders. It does not authorise us to send you any commercial communications. If you want to join our club and get the advantages, sign up here.
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Frequently Asked Questions/PAYMENTS
How can I pay for my order?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 instalments through Klarna.
In some northern European countries we also accept payment methods like Sofort, iDeal, Lastschrift and GiroPay. At the end of checkout, you can choose the one available in your country.
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 [email protected] and we will help you.
PSD2 regulation: To complete your payment, for security reasons, your bank may ask you to verify your purchase one of several ways (SMS, phone notification or other methods). If you have any questions, please contact your bank.
Do you save my banking information provided at checkout?For greater security, the Pikolinos online shop never has access to confidential information regarding payment methods. So, you will have to provide payment details every time you make a purchase through our online shop.
What is Klarna?Our partner Klarna is a trusted payment services provider that offers flexible shopping experiences to consumers all over the world.
We have two payment options, depending on the country:
- Instalments: Available in Germany, Austria, Spain, United States, Finland, France, Ireland, Italy, Netherlands, Portugal and United Kingdom.
- Buy now and pay in 30 days: Available in Germany, Austria, Belgium and Netherlands.
How to shop with Klarna:1. Add items to your cart.
2. At checkout, choose Klarna.
3. You will be redirected to the Klarna page, where you will follow their instructions.
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 terms and conditions are on klarna.com
You can contact Klarna whenever you want for more detailed information.
When will I be charged for the order?It depends on the sort 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 3 instalments with Klarna, the first payment will be charged when you place your order and the other two 30 and 60 days later, respectively. All of these payments will be made through Klarna and Pikolinos does not handle them.
Can I get an invoice?When placing an order online, you’ll see the option to add your details for invoicing. If you fill in the form, we’ll send you an email with your invoice when your order ships. If you don’t receive the email or need to change something, contact our Customer Care team and we will help you with anything you need.
TAX FREEIf you’re from a non-EU country, you can get a VAT refund through the Tax Free system. Contact [email protected] and our Customer Care team will send you the documents you need. So we can prepare these documents, please make sure your email contains your full name, passport number, country of residence, date of birth, phone number and email address.
How do I pay for an order placed on the phone or in chat?Our Customer Care team can help you place your order by phone or in the Pikolinos.com chat. We will process your order, but for security we can’t have access to your credit card details. So, once your order has been processed, we will email you a link for you to make payments using the secure method of your choice (except PayPal).
Can I pay COD?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 instalments through Klarna.
If you’d rather pay cash, we recommend you find your closest point of sale to discover our collection, try on your favourite Pikolinos and use your preferred payment method.
What should I do if I find a website impersonating Pikolinos?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
• Never trust very deep discounts.
• Real websites will always show the official contact email address [email protected] and phone number.
• The website or advert 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 [email protected] or the phone number on our Customer Care page so we can look into it. If you see a fake advert on social media, report and block the user.
I placed an order through a fake website, what should I do?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.
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Frequently Asked Questions/SHIPPING
What are the shipping options available?To make sure your shopping experience on Pikolinos.com is quick and easy, our shipping partner will deliver your order to the address you give at checkout, depending on services available in each country.
• Express shipping: get your order as quickly as possible, in 2-3 working days, for a small charge.
• Home delivery: choose the address where you want to receive your order. This service is free for orders over €50.
• Pick-up point: Choose where you want to pick it up. We give you a list of the points closest to you. This service is free for orders over €50.
• Pick up in-shop: you can pick up your Pikolinos at your nearest official shop for free.
What shipping charges apply?Pikolinos strives to make your shopping experience comfortable and flexible. So, we cover shipping on any order over €50. For orders under €50, the shipping and handling charge is €9. And we don’t charge you for shipping on returns.
If you choose to pick up your order at a Pikolinos shop, standard shipping is always free.
*If express shipping or express in-store pick-up are available in your country, the extra charge is €14.95. Discover our services here:
COUNTRY SHIPPING OPTION CHARGE EXPRESS SHIPPING HOME DELIVERY PICK-UP POINT EXPRESS RATE STANDARD RATE (SHIPPING TO HOME/PICK-UP POINT) Portugal Not available 1-3 days 1-3 days Not available Free from €50; under €9 Austria, Belgium, Denmark, France, Ireland, Italy, Netherlands, Sweden 2-3 days 3-6 days 3-6 days €14,95 Free from €50; under €9 Germany Not available 3-6 days 3-6 days Not available Free from €50; under €9 Finland, Luxembourg 2-3 days 4-7 days 4-7 days €14,95 Free from €50; under €9 United Kingdom Not available 4-8 days 4-8 days Not available Free from €50; under €9 Estonia, Lithuania, Slovakia Not available 4-7 days Not available Not available Free from €50; under €9
If shipping charges apply, they won’t be refunded if you return the item.
Remember, there is no charge for changing sizes on our website, but you won’t get express shipping.
How long will it take to get my order from the online shop?Once your order has been placed, we will send you a confirmation email with your order details. Then, our team will get to work preparing your package so we can ship it to you within the period indicated, depending on the service you chose. When your order is ready, you’ll get an email with the tracking code so you can follow your package.
You can check the delivery times for each transport service here:
COUNTRY SHIPPING OPTION CHARGE EXPRESS SHIPPING HOME DELIVERY PICK-UP POINT EXPRESS RATE STANDARD RATE (SHIPPING TO HOME/PICK-UP POINT) Portugal Not available 1-3 days 1-3 days Not available Free from €50; under €9 Austria, Belgium, Denmark, France, Ireland, Italy, Netherlands, Sweden 2-3 days 3-6 days 3-6 days €14,95 Free from €50; under €9 Germany Not available 3-6 days 3-6 days Not available Free from €50; under €9 Finland, Luxembourg 2-3 days 4-7 days 4-7 days €14,95 Free from €50; under €9 United Kingdom Not available 4-8 days 4-8 days Not available Free from €50; under €9 Estonia, Lithuania, Slovakia Not available 4-7 days Not available Not available Free from €50; under €9
How can I track my online order?Enter your order number and the email address on the order here to track your shipment.
And, if you already have a Pikolinos.com account, you can go to My Orders to see your order details and tracking number.
Can I have my order shipped to an address other than my home?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 holiday.
What can I do if you don’t ship to my country?Due to customs limitations, we can’t deliver to some regions. 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.
Can I order online from anywhere in Europe?At Pikolinos.com, we ship all our products around the world. However, due to customs issues or duties, we can’t currently ship orders from our online shop to certain locations:
France: We don’t ship to Overseas France (Dom Tom).
Spain: We don’t ship to the Canary Islands, Ceuta or Melilla.
UK: We don’t ship to the Channel Islands.
We don’t ship to Malta
United States: We don’t ship to PO boxes, military addresses, Puerto Rico, US Virgin Islands or Guam.
We have many multi-brand points of sale where you can find our collections, though. Find the nearest one using the pikolinos.com shop locator here.
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 [email protected] and we’ll be pleased to help.
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Frequently Asked Questions/EXCHANGES
What should I do if I need a different size of the shoes I bought on Pikolinos.com?To exchange a product purchased on Pikolinos.com, go 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 details 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 days from the time you ship the return product. Our Customer Care team can help you with any concerns at [email protected]. Click here for more detailed instructions on exchanging a product on Pikolinos.com.
Remember, any exchanges of products purchased online must be done through Pikolinos.com and you can only exchange for a different size of the same style. It isn’t currently possible to exchange these items in official Pikolinos shops. You can, however, return them and make a new purchase. Our shop staff will be able to help you with anything you need.
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.
When will I receive my new order after requesting a size exchange on Pikolinos.com?We will send you the new size as soon as we receive your return order at our logistics centre. You will get an email with all the information on your order once it leaves our warehouse, so you can track it.
If you prefer, you can track your order by entering the details here.
Is there a charge for exchanging items?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 have to 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.
How should I return my order?To accept an exchange or return, it must be received in like-new condition, without being worn or damaged, in the original box.
Pikolinos ships orders in a recycled, reusable box to make your returns easier. Items to return must always be sent in their original packaging inside the shipping box provided with the shipping label under the flap to close the box.
Can I exchange my order from the online shop at a Pikolinos store or brand point of sale?Products purchased online can only be exchanged through Pikolinos.com. It isn’t currently possible to exchange these items in shops. However, you can return your order in official Pikolinos shops and, if you want, purchase a new item subject to stock available at that point of sale.
How will I know when my order exchange is completed?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.
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Frequently Asked Questions/RETURNS
How can I return an order?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 €50 and included shipping charges, they will not be refunded.
If the return is due to a quality issue, please contact [email protected] for help.
RETURN METHODS COUNTRY Drop-off points AT PIKOLINOS SHOP Spain, Portugal, Belgium, Italy, France Find your nearest Pikolinos shop: https://www.pikolinos.com/es-es/store-locator AT DROP-OFF POINT Germany, Austria, Belgium, Denmark, Spain, Finland, France, Hungary, Italy, Luxembourg, Netherlands, Poland, Portugal, United Kingdom, Czech Republic, Sweden Find drop-off points here: https://www.ups.com/dropoff/ If there aren’t any drop-off points in your country, please call this number to schedule home pick-up: HOME PICK-UP Bulgaria 359-2-96096 Slovakia 421-2-16877 Estonia 372 666 4700 Greece 30-210-99-84-000 Ireland 353 1 52 45446 Latvia 371-67 805650 Lithuania 370 37 350505 Romania 40 21 2338877
Is there a charge for returning items?You can return items purchased on Pikolinos.com at no charge, as long as it is done within 30 days of receiving your order.
Returns are free, but if your order was less than €50 and included shipping charges, they will not be refunded.
Remember, you have to request the return through your Pikolinos.com account.
How should I return my order?To accept an exchange or return, it must be received in like-new condition, without being worn or damaged, in the original box.
Pikolinos ships orders in a recycled, reusable box to make your returns easier. Items to return must always be sent in their original packaging inside the shipping box provided with the shipping label under the flap to close the box.
Can I return my order from the online shop at a Pikolinos store or brand point of sale?You can return online purchases at any official Pikolinos point of sale. Just find your nearest shop and take your Pikolinos there with your order number to return them and get your refund. Find your nearest shop here.
How will I know when my order return is completed?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. Remember, when you receive the amount depends on your bank’s conditions.
How do I return my order if it was processed through Klarna?If your order only had one item, we will return the amount paid so far and cancel the other instalments.
If the order had several items, Klarna will re-calculate the amount pending payment, discounting the price of the item returned, and charge you the new instalments according to the original agreement.
How do I return an order that was a gift?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.
The card I used for the original purchase is no longer active. How will I get my refund?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.
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Frequently Asked Questions/SMILING COMMUNITY CLUB
What is the Smiling Community?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 of this community get special advantages. Find out more here.
What advantages do I get for belonging to the Smiling Community?Click here to learn about all the advantages of being a Smiling Community member.
How can I join the Smiling Community?To join our club, just click here and fill in the form to get all the advantages of the Smiling Community.
How can I leave 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.
We hope to see you again soon to continue enjoying the advantages of our Smiling Community.
Will I receive commercial communications if I sign up for the Smiling Community?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.
If I already belong to the Smiling Community, does that mean I have an account on Pikolinos.com?No, we only use the details in your account to process your orders. It does not authorise us to send you any commercial communications. If you want to join our club and get the advantages, sign up here.
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Frequently Asked Questions/OUR PRODUCTS
What are the main characteristics of Pikolinos leather?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 specialises 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 sorts of Pikolinos leather, check out Pikolinos Care and learn about the leather on your shoes.
Can I get my Pikolinos wet?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.
How should I store my Pikolinos?When you put your shoes away for the season, store them properly in their original box, in a dry spot, and fill the inside with paper so the leather won’t warp.
How should I clean my Pikolinos shoes?To clean and care for your Pikolinos, first figure out which sort of leather they are made of. You can do this by going to our Pikolinos Care website, where you will find tips to care for your shoes and keep them looking brand-new for a very long time Go to Pikolinos Care.
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Frequently Asked Questions/SIZE GUIDE
What is my Pikolinos size?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 unfortunately means we are out of stock at the moment. However, you can ask to be notified when your size is back in stock, look for another option, check back on Pikolinos.com another time, or contact Customer Care to try to find the style you want or discover a similar design.
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Frequently Asked Questions/WARRANTY
Our warrantyAll our products come with a three-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 damages 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 details to process the refund.
Remember, it is very important to keep the receipt or proof of purchase so we can provide the best solution.
According to current law, Pikolinos will review all quality incidents arising from manufacturing issues, however how Pikolinos proceeds will depend on the sales channel where the product was acquired.
*Important note: Please bear in mind that, as per the General Consumer and User Protection Act, this change established in art. 16.7 of Royal Decree-Law 7/2021 of 27 April Ref. BOE-A-2021-6872, went into effect on 1 January 2022. Therefore, there is a two-year warranty on material or manufacturing defects for any products purchased before 2022.
Have you received a defective product?Quality is our top priority, so if you received a product with any quality issues, please contact [email protected] so we can handle your incident and offer you the best solution.
Did you buy the item on Pikolinos.com and want to resolve an issue?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 [email protected] or on the phone number on our Contact page. We will process the incident and resolve the issue in the way that is most comfortable for you, analysing your problem and proposing the best solution.
Did you buy the item in a Pikolinos shop and want to resolve an issue?If you purchased the item at any of our shops, you have to go back to a Pikolinos point of sale to deal with the issue. There, our colleagues will check the item and probably be able to give you a solution immediately. If the product you purchased needs to be checked or repaired, our colleagues will send it to the central Pikolinos headquarters in Elche, where our team will look it over and determine the best solution, which may be repairing or replacing the product.
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. All our products have a three-year quality warranty for orders placed after January 2022 and a two-year warranty for orders prior to that date.
Did you buy the item at a multi-brand point of sale and want to resolve an issue?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. All our products have a three-year warranty for orders placed after January 2022 and a two-year warranty for orders prior to that date.
What if I don’t live in the country where I purchased the product?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 [email protected] 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. So, we will study your specific situation and try to help you.
I’ve had an issue, but I don’t have the receipt.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[email protected] and our Customer Care team will do what they can to help you.
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Frequently Asked Questions/PRODUCT SAFETY
What is an unsafe product?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.
What should I do about an unsafe product?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 [email protected].
Product safety contactManufacturer
Name: PIKOLINOS INTERCONTINENTAL, S.A.Address: Calle Galilelo Galilei 2 Parque Industrial, 03203 Elche (Spain)Contact: [email protected].
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