Frequent Questions

  • In which countries can you buy online?

    The online store is currently available only for Spain and Portugal.
  • In what languages ​​can you browse the website?

    Languages: English, Spanish and Portuguese.
  • Are the same prices of the Pili Carrera online store and the physical store?

    Yes, but if there is any difference between the prices listed on the website and marked on the labels of the clothes, the right price would be the receipt.
  • Do you restock articles marked "out of stock"?

    If an item is out of stock, we try to replace it as soon as possible. If there is no stock, we would withdraw it from the web. You can request email notification of the future availability of the product in the article itself.
  • I receive the same product that I see in the photo?

    Yes, except for those products with crafted processes where there might be a slight difference in the finish.
  • Can I return / products I've purchased?

    Yes, just request a refund through the My Account section. You can get more information here.
  • Is it possible to receive periodic information on my email with the latest news and offers from Pili Carrera?

    Yes, you have to access in the newsletter section and entering your email you will receive information on the latest news, collections and events of Pili Carrera.
  • Can I unsubscribe from the newsletter Pili Carrera?

    In the newsletter section at the My Account section you can unsubscribe easily.
  • How do I recover my forgotten password?

    If you have forgotten your password, you can recover it in the section of My Account. You will receive an email with your new password. Later you can change it in the same section.
  • How can I make sure I've made my purchase?

    Once you have placed your order, you will receive a confirmation email. If you do not receive, please contact our Customer Service.
  • Can I know the status of my order?

    Yes, you can check your order status in real time. To do this go to the Status section of my order in the My Account section. You need to register filling a simple form.
  • Can I delete an item from my order?

    Yes, you can remove items in your cart only if you don’t have processed the order.
  • Can I cancel my order?

Yes, you can cancel your order as long as its status allows. To do this go to the section "Orders placed" on your account. If you are not registered, you can do it in the My Account section.

  • What should I do if I receive a defective item?

    If you get a damaged garment, please contact our customer service of the online store and we will show you how to proceed. You can get more information here.
  • What should I do if I receive a wrong item?

    If at any time, by mistake, you receive an item you did not order, please contact our customer service of the online store and we will manage the change. We will refund the full amount of your purchase once upon we receive the item and if it is in the same condition than when it was delivered. Then you must proceed to make a new purchase of the product you want. You can get more information here.
  • What advantages has the registration in the My Account section?

    If you are registered you will not lose time when you want to purchase and you will have saved your data on our website. Also through the registry you can check the status of your orders, purchases you've made or modify your shipping information.

PAYMENTS

  • What payment method can I use to make my purchase?

    We have the following payment methods: Visa, Mastercard, American Express and Gift Card.
  • Why you can decline my credit card?

    Your card may be decline by one of the following reasons:
    - The card may have expired. Check that your card does not exceed the validity date.
    - You may have been reached the limit of the card. Check with your bank, if the card has not exceeded the amount allowed for purchases.
    - Maybe some data entered is incorrect. Check that you have correctly filled in all the fields required.
  • Can I get an invoice in the name of my company?

    Yes, just check the option of “COMPANY" in personal data and the tax info requested.
  • Is it safe to use my credit card on the web?

    Yes, data is transmitted in SSL encrypted form. For payment by Visa and Mastercard transactions only Ces (Secure Electronic Commerce) will be accepted. After verifying that the card is attached to the CES system, the system will contact the bank that issued to the buyer to authorize the purchase. When the bank confirms the authenticity, the charge will be made on the card. Otherwise the order will be canceled.

SHIPPING

  • Where I can get my order?

You can receive it in the direction you choose (home, work, etc. except post office).

  • The country of delivery be different from the purchase?

    The delivery country must always match the country of purchase and online shopping is currently only available for Spain and Portugal.
  • How soon will I get my order?

Delivery times depend on the type of shipping selected. For standard deliveries 3 to 5 business days and deadlines for express deliveries will be between 1 and 2 working days.

  • How do I pay for shipping?

Shipping costs are free for purchases over € 150 in Standard shipments for Peninsula and Balearic Islands.

Standard shipping costs are 4,95 €.

Expedited shipping cost are 6,95 €.

  • Can I track the status of my order?

Yes, you can see your order status in real time. To do this go to "My Order Status" on the My Account section. You need to register covering a simple form.

  • What is the process of home delivery?

    Once you have reached your confirmation of the order, we will send a new shipping confirmation email (when your order will leave the warehouse) and a tracking number (with link to the website of the courier company) and finally the carrier will contact you by SMS or e-mail to inform the delivery of your order.

RETURNS

  • How should I do to return an item?

    If you want to return an item must be in perfect condition and with its corresponding ticket. Cosmetics must be returned in the same original packaging, sealed.

You must request a home collection via the My Account / Returns and after verifying all the data, send a carrier to pick up your package within the next 24-48 hours (working days). If you are not registered, you can do it in the same section of My Account.

  • Can I return my items in any store Pili Carrera?

    No, refunds will be ONLY through our online store accessing the My Account section in the section Returns.
  • Can I buy at the online store with a gift card?

    The gift vouchers managed in physical stores can not be redeemed through our online store.
  • What is the deadline to make a return?

    The deadline for any return/exchange and/or refund is 30 days since the shipping confirmation email.
  • Do I have to pay something for my return?

    Returns are always free in Pilicarrera.us.

You can get more information here.

  • How will I receive my refund?

    Once approved the return, you will receive the same amount through the payment method with which you made your purchase.
  • When will I receive my refund?

After approving the return (items must be in perfect condition and have all internal labels), you will receive a confirmation email that the amount is credited to your account.
Remember that the payment to the credit card always depends on your bank.

  • How should I do if my refund is incorrect?

    By contacting our Customer Service of the online store and we will solve the problem as soon as possible.

Pili Carrera reserves the right to refuse returns communicated or sent after the deadline, or items that are not in the same condition they were received.

CHANGES

  • Can I change my items?

Yes, but the process of change will be managed as a refund (see link returns) and then you must make the purchase of a new item once you've checked your availability in our online store.

  • What is the deadline for the change?

The deadline for any change is 1 month since the shipping confirmation email.

  • Can I change my items in any store Pili Carrera?

    No, changes or returns must be managed through our online store and you have to do it as a return.