Terms of service

Terms and Conditions of Sale


SHIPPING

Free shipping for orders over €50. For other orders, shipping costs are €8 to mainland Spain and €10 to the Balearic and Canary Islands.

Delivery times are 1-2 business days.

EXCHANGES AND RETURNS

Returning or exchanging your order is easy. You have 14 calendar days from the date of receipt to do so, and you can choose from the following three options:
You need a different size

If you love the item you purchased but need a different size and/or color, don't worry, just exchange it. We will pick it up for free, and once we receive and check it, we will send you the new item, also free of charge.

Just send us an email to shop@pisonero.es indicating the product you want to return and the product you want instead.

Exchange

If you want to make a change, it's very simple:

*If you are registered, go to ‘My Account’ and click on ‘My Orders’. Enter the details of the order you want to change and click on ‘Return items’. If you made your purchase without registering, go to ‘My Orders’, then enter your email address and order number and click on ‘View my order’. Go to the order details and click on ‘Return items’.

*Select the item(s) you want to change, click on ‘change’, select a reason and the new size and/or colour.

*Decide on your preferred delivery method for the change. If you are in mainland Spain or Portugal, we recommend that you choose our SEUR collection service. It is free of charge and we will send you the new size and/or colour free of charge as well.

*Click on ‘Return items’.

*Write the return number on the delivery note that came with your order or on a blank piece of paper.

*Place the return number and the item(s) to be exchanged in the original box you received. Remember, it is very important that all items are in perfect condition, have their corresponding return label and are inside the Pisonero box.

If you have chosen our collection service with Seur, a courier will collect the package from the address you have provided within 24 hours of the date on which you made your return request.

Returns / Cancellations

If you are not satisfied with your order, simply send it back to us by following these steps:

*If you are registered, go to ‘My Account’ and click on ‘Returns / Cancellations and Exchanges’. Enter the details of the order you wish to exchange or return and click on ‘Return items / Cancel order’. If you made your purchase without registering, go to ‘My Orders’, then enter your email address and order number and click on ‘View my order’. Enter the order details and click on ‘Return items’.

*Select the item(s) you wish to return, click on ‘Return/Cancel’ and select a reason.

*The refund will be made using the same payment method you used to place your order. The refund will also be immediate upon confirmation of the return, but it may take up to 10 days to appear in your bank account. This period depends on each bank and is beyond our control.

*Write the return number on the form that came with each item in your order or on a blank piece of paper.

*Place the return number and the item(s) to be returned in the original box you received. Remember, it is very important that all items are in perfect condition, have their corresponding return label and are placed inside the Pisonero box.

*Once you have done this, simply send it to the return address:

MASLAMAS, S.L. O Conde, 25, Ordes 15680 (A Coruña). You only have to pay the return shipping costs; we will not accept any packages sent carriage forward.

Exchange and Return/Cancellation in the same order

If you want to make an ‘Exchange and Return/Cancellation’ for the same order, mark the items you want to return and those you want to exchange in the return process. As soon as we receive your return and confirm it, we will send your exchange order with the new size/colour to the same address.

What is the deadline for making a return/cancellation?

The deadline for any return or exchange is 14 calendar days from the date of receipt of the package.

When and how will I receive the amount of my return/cancellation?

At Pisonero, we strive to provide you with the best possible service and confirm returns that arrive at our warehouses within 1-2 working days.

Once the return has been approved (items must be in perfect condition and have all the original labels), you will receive a confirmation email indicating the refund of the amount paid for the item(s).

In the unlikely event that you do not receive this confirmation within 10 days, please contact our customer service department by telephone on +34 981680161 or by email at shop@pisonero.es and we will be happy to help you.

Please note that the time it takes for the credit card payment to appear in your account always depends on your bank. It may take up to 30 days for your bank to show the payment.

Important information

- All items are carefully checked before dispatch. If you receive an item that is not in perfect condition, please let us know immediately.

- Please include all items you wish to return in a single shipment to ensure that we process your return as quickly as possible.

- We can only offer one exchange or return per order.

- All items must be returned in perfect condition, unused and in their original packaging to ensure that they are not damaged during transport and to guarantee the refund payment.

- Pisonero is not responsible for your order until it arrives at our warehouses. We recommend that you use a secure shipping method that you can track