CUSTOMER SERVICE

If you have any queries regarding a return, please contact us by phone at +34 981 121 123 or by email at customerservice@ottodisanpietro.com. We will be happy to attend you during office hours, from 10:00 to 14:00 and 16:00 to 18:00 Monday to Friday.

 

SHIPPING

Within the European Economic Community orders are shipped via DHL Parcel, except for Spain and Portugal. Standard delivery time is 2-9 working days depending on the country of destination. All orders are subject to a standard shipping fee of 15€ and opt for free returns.

Orders placed within mainland Spain and Portugal are shipped via Nacex. Standard delivery time is 1-3 working days. Free shipping is included on orders over 60€, as well as free returns.

 

RETURN POLICY

You can request an exchange or refund if you are not satisfied with your online purchase. To do so, please follow the steps detailed below.

  1. To return an order or item, first you must request a Return Authorization Number within 14 natural days from the receipt of your order. Once you receive the authorization, the item should be return within the next 7 natural days. Please note returns cannot be accepted if you do not follow this procedure.
  2. Returned items must be new, unused, and include all original tags and packaging in perfect condition, as shipped. Shoes must include the original box with no damage, as original packaging is considered part of the product. We will not be able to accept returns of shoes with damaged or stained soles.
  3. To ensure we receive the items in perfect condition, we recommend returning the articles using the same package received.

Returns of perfumery products are not accepted, this includes fragrances and candles.

HOW TO MAKE A RETURN
  • Request your Return Authorization Number writing to customerservice@ottodisanpietro.com, indicating the original order number.
  • Within 24 hours you will receive an email with the Authorization Number and complete instructions to send back the items you wish to return.

 

SHIPPING COSTS

Please note we cannot cover any expenses derived from returns. Shipping costs will only be refunded if the product does not match the original order or has been delivered in damaged condition or the product presents any defects.

 

RECEIVING A REFUND

If all products are received correctly and within the indicated times, you can opt for a voucher or a complete refund on the same payment method with which the purchase was made. Please note we cannot refund the original shipping cost.

 

EXCHANGES

Changes are only allowed in physical stores by requesting them in advance by email.

 

GIFT RETURNS

If you have received an item as a gift and need to return or exchange it, please contact our Customer Service.

 

VOUCHERS

Vouchers are valid for one year from the date of issue.

 

IMPORTANT INFORMATION

All items sold undergo a quality control before they are packaged and delivered. If you receive a product with a quality defect, please contact us immediately.

The conditions of return are explained here apply only to the online store.