Return & Refund UK
Returns within 14 days · free of charge when shipped using our prepaid return label
Thank you for choosing PIER PAOLO MAROTTA. We're committed to high-quality products and excellent customer service. If for any reason you are not completely satisfied with your purchase, we're here to help — below are the specific conditions for orders shipped to the United Kingdom.
1. Right to Return
We accept returns within 14 days of the delivery date. To be eligible, the item must be unused, in the same condition as received, and returned with the original packaging and tags intact.
2. Return Procedure
To start a return, please contact our customer service through the channels listed on our website, providing your order number and item details. Our team will send you detailed instructions together with a prepaid return label that includes all customs documentation prepared for the return to the EU.
3. Return Shipping Costs ⚠️ important for UK customers
Returns are free of charge and exempt from any tax or customs duty only when shipped using the return label provided by our customer service.
If a return is shipped independently (with a courier and customs paperwork chosen by the customer), and any duties, taxes or fees become payable on our side at the EU re-entry, the parcel will be refused at customs and all related costs (courier, duties, VAT, storage, eventual reshipment) will remain entirely the customer's responsibility, with no exceptions.
4. Inspection and Confirmation
Once the return is received at our physical premises in Italy, we will inspect the item to verify it meets the required conditions. If approved, we'll proceed with a refund or replacement, according to your preference.
5. Refund Timing (UK)
Returns sent with our prepaid label travel on a consolidated logistics network, slower than a direct shipment, and they must clear EU customs on re-entry. The refund can take up to 14 working days from the moment the courier collects the parcel.
Local tracking does not tell the whole story. When the UK courier marks the parcel as “delivered”, it has reached the logistics hub: it has not yet arrived at our premises in Italy, where every return is inspected before the refund. From that point, inspection and refund can take up to 7 further days.
If you are in a hurry, you can send the item back with a courier of your choice at your own expense — but please read section 3 first: a return shipped without our label can be refused at EU customs, at your cost.
The refund is issued to the same payment method used for the original purchase. Once issued, the time it takes to appear depends on your bank.
6. Refund Policy
The refund includes the item price, UK VAT and customs duties paid at the time of purchase. Any bank or currency-conversion fees charged by your bank or payment provider are outside our control.
7. Items Not Eligible for Return
For hygiene or legal reasons, some items are not eligible for return — including (but not limited to): underwear, swimwear, personal care products, personalised items or final-sale items. Please check the item description carefully before purchasing.
8. Customer Support
For any questions or clarifications about the return procedure, please contact our customer service through the contact details on our website.
Important notice
If you do not agree with the conditions of this Returns and Refunds Policy, we strongly recommend that you do not proceed with the purchase, to avoid misunderstandings or inconvenience afterwards. Placing an order implies full acceptance of the terms above.
