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FAQ

What is the warranty on the products?
The warranty on all products is two years from the date of purchase; in case of online purchases, the warranty starts from the day you receive the item.

Is the return request automatically cancelled if I do not send the goods?
No, the return is still valid but the refund or replacement order linked to it will not be actioned until the returned items arrive in the warehouse.

Can I change the email address on my account?
Yes. Please log into your account, go into the Account Details menu, enter your new email address, confirm it and click on Save Changes.

I shipped the return but I did not receive the replacement order/refund
Send us the return Waybill number issued by TNT (RL XXXX) and we will check with the courier and update you on the return delivery status.

I did not receive the replacement order.
For the replacement order to be actioned, the online return you have created must be delivered to the warehouse. If you have not shipped the return, we recommend that you do so as soon as possible so that the replacement order or refund can be validated as soon as possible.

Can I accept a delivery subject to reservation?
Yes, if you have received a damaged package you can still collect it, and then if you then notice that the content is damaged you can raise a return by requesting a refund or replacement (if this option is available).

How do I cancel an order?
An order can be cancelled as soon as it is created and at some stages of its preparation, after which it can no longer be cancelled. Please contact us to find out whether your order can still be cancelled.

How can I track my order?
24 hours after the shipment of the order, you will receive an email with the tracking number so you can track the shipment.

I haven’t received a refund yet, how long will I have to wait?
Reimbursement times vary depending on the type of payment used. On average it takes 10 days after validation for it to become visible.

I shipped my return but did not receive the refund/exchange
Please forward the return tracking number to us and we will check the receipt of return status with the courier and our logistics colleagues.

How much are the shipping costs?
Standard shipping costs start at € 6.71 and orders over € 50 are free (80 € for shipments abroad).

The order has been canceled, why?
For privacy reasons, we are not in a position to have any knowledge of the reasons for the cancellation of payment for an order. Where this is the case, you should contact the card issuer.

Is it possible to pay on delivery?
No, cash on delivery is not an accepted method of payment.

Which payment methods are accepted?
Credit Cards or PayPal. Cash on delivery is not an accepted method of payment.

Shipping and delivery times.
Delivery dates are calculated by the system based on all the order variables (method of payment, availability of items in Italian national warehouses, etc.).

Product Defect/Warranty
The product warranty is 2 years. If you receive a defective product, you can send us photos of the defective product to us at resi@pinetaart.com