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

For orders placed within mainland Spain, Balearic Islands and Portugal the standard delivery time is 1-3 working days. Free of charge for purchases over 60€ and with free returns.

Orders placed in the Canary Islands, Ceuta and Melilla have a standard delivery time of 3-6 working days and are subject to a standard delivery fee of 15€ with free returns.
These orders do not include taxes and customs fees in the price. Ottodisanpietro is not responsible for any delays that may arise in the customs clearance process.


For orders placed outside Spain and Portugal, and within the European Economic Community, the customer may choose the delivery method that best suits their needs:

  • UPS Express Saver: delivery in 1-3 working days after the order has been shipped. Shipping cost: 25€.
  • UPS Standard: delivery within 3-7 working days after the order has been shipped. Shipping cost: 15€.

All orders are eligible for free returns.

In any case, Ottodisanpietro is not responsible for any delays that may occur in shipments for reasons beyond its control.

 

RETURN POLICY

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

  1.  If you wish to return a purchase, you must send it to us within 14 days of receipt.
  2. Returned items must be new, unworn and include all original tags and labels in perfect condition, just as they were sent. Shoes must include their original undamaged box, as this is considered part of the product. Please note that we will not be able to accept returns of shoes with marked soles.
  3. To ensure that we receive the items in perfect condition, we recommend sending them back in the same package in which you received them.

Perfumery items, including fragrances or candles, women's swimwear and underwear cannot be returned.

 

HOW TO MAKE A RETURN
  • From Spain and Portugal:

Request by email to customerservice@ottodisanpietro.com or via the contact form, your authorisation number, which you must include on the return form.
You must include the return form in the package.
The item will be picked up by Nacex at the address you provide, at no cost to the customer. You can contact Nacex on 900 100 000 or via their website.

  • From other European Union countries:

You can return your package by sticking the pre-printed UPS return label inside your package. You can either drop off the package at a UPS Access Point (the closest UPS Access Points are indicated on the return label) or call UPS to have the package picked up at your home address.

  • In-store returns:

Purchases made online may be returned to our physical shops upon authorization requested by email. Please make sure you have your order number when returning the item to the shop. In this case, the refund cannot be made on the spot and will always be made by the same method used for payment.

 

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.