Customer area

Is the transaction secure?
Every purchase on www.peuterey.com is extremely secure because advanced technological and encoding systems (SSL) are used. The customer can also rely on the use of VeriSign certificates. In order to protect your credit card purchases, you will always be asked to enter your CVV code. Digital Boîte uses secure connections only, as shown by the padlock symbol appearing in the browser and the prefix "https" in the address bar.

When will the amount be charged to my card?
If the card is authorised, payment will be debited immediately.
If the card is not authorised, we will inform you via e-mail that payment was not successfully completed. In this case, no amount will be charged.

Why has my payment not been accepted?
After receiving the order we perform a standard pre-authorisation check. Payment may not be accepted for a number of reasons, such as insufficient funds on your card or due to entering incorrect data. If the problem persists, we recommend that you contact your bank and/or our Customer Service, providing as much information as possible (including any error messages) so you can be helped.

Do the prices of the articles shown include VAT?
Yes. All of our articles are inclusive of VAT.

Can I use cash on delivery or pay with PayPal for the IN-STORE COLLECTION service?
No, the only method of payment accepted is credit card.

What is the standard package like?
The standard package consists of a cardboard box on the outside with security seals, which will contain the purchased goods wrapped in tissue paper. The package will also contain instructions for returning goods. If your package has been tampered with, you are entitled to refuse delivery or accept it with reservation. For more information about shipping procedures, please visit the Orders and Shipments section.

Can I enter a billing address that is different from the shipping address?
You can enter a billing address that is different from the shipping address. However, the billing address must still be located in the same country where the order is shipped. For further details, please refer to the Orders and Shipments page.

I lost the tracking info for my order. What do I do?
You can recover the tracking information from the shipment confirmation email you received, or by going to the orders section of your account. Open the order details and select the "Track package" button. If you encounter any issues, please contact our Customer Care.

What is the gift package like?
Your order will arrive in a cardboard box containing a white Peuterey-branded case designed to be reused to store your purchases. You will also receive a shopping tote together with the garments, which will be wrapped in black tissue paper. For more information about shipping services, visit the Orders and Shipments page.

Where do you ship from?
Our warehouse is located in Vaiano (Province of Prato), Italy. For more details about shipping procedures and delivery times, please consult the Orders and Shipments section.

Which countries do you ship orders to?
You can see the list of countries we ship to by visiting the Orders and Shipments section available on our website. While browsing the Peuterey website, you can complete an order only by entering or selecting shipping addresses within the currently selected shipping country. If you wish to change the shipping country, select the destination country using the flags available on the website and then proceed with the checkout using an address located in that country.

Can I collect my order at a collection point?
You can collect your order in-store or at a collection point within 10 days of receiving the notification email. Simply select the most convenient store from the available options during checkout. Collection is free of charge. For more details, please visit the Orders and Shipments section.

Which conditions do I have to meet in order to return the products?
All the products available on www.peuterey.com are fitted with an ID tag and warranty seals, which must not be removed under any circumstances. Any returned items that are not in the same condition in which you received them will not be accepted. Products included in the same return or exchange request must be sent in a single shipment. Therefore, each return request must correspond to a single shipment. Returns shipped from countries other than those to which we ship will not be accepted. If you need to ship a return from a country different from the one where you received your order and that country is among those we ship to and belongs to the European Union, please contact our Customer Care team or start your return through the online return form.

How long will it take for me to receive my change of size?
After the warehouse has received and checked the return (this may take up to 10 business days), we will ship it at our expense to the address indicated in the first order and notify you with a shipping confirmation email. You can submit your request through the return form.

Can I return a change of size?
Of course. After completing the online form, you can choose to schedule the return collection with the courier at your preferred address or bring the package to a collection point. You can start the process via the online form.

Can I exchange the product?
We offer a size exchange service, but we cannot process an item exchange or a colour change for a specific model.

I have received a wrong/faulty garment in my order. What can I do?
Prepare a short product description and attach 3–4 photos showing the entire item and the detail of the defect or incorrect garment, then send everything by email to our Customer Care team.

When will the refund be processed?
The time required for the refund depends on the payment method used:

Credit card:
The time required for the refund to appear on your account depends on the institution that issued your card. We recommend that you check your card transactions.

Other payment methods:
The refund will be visible within 24 hours. You can find more information on the payments page.

I want to return a gift. Who will be refunded?
We will refund the person who placed the order using the payment method used for the purchase. You can start the return through the online return form.

Where will I receive my refund if the card I used to make payment has expired?
The refund will be made to the card used for the payment. Your credit institution will transfer the amount to the correct card. If you need assistance, please contact our Customer Care team.

The amount refunded is wrong. What should I do?
If the refunded amount is incorrect, please contact our Customer Care team immediately.

How can I get confirmation of my order?
After you’ve completed your order, you will receive a confirmation email containing your identification number. If, for any reason, your order is later cancelled, you will receive a second email informing you that the order will not be shipped and you will be refunded. You can find more information in the orders and shipments section.

Do I have to create an account to place an order?
Registration is not required to make a purchase. You can check out as a guest and complete your purchase without creating an account. Before checking out, you can confirm whether to make the purchase by registering or not, or access your account through the login page.

How can I search for items that I'm interested in?
You can search for products from the main menu by clicking on the relevant category. You can choose from various filters to further refine the product selection, or you can use the search box at the top of the page and enter keywords such as item code, colour, product type and more.

Where can I find product information?
To view the information on a product, click on the image. A screen will open showing the product details, including all the available information.

Can I change my order?
All your orders will be processed automatically and therefore you will not be able to change the purchased items in any way. You can instead request to change the address or cancel your order if it has not yet entered the shipping preparation stage by contacting our Customer Care team.

Can I cancel my order?
You can request to cancel your order if it is not already being prepared for shipping by contacting our Customer Care team.

How can I receive updates on forthcoming promotions and sales?
By signing up for our newsletter, you will stay updated on all promotional activities and news from Peuterey.

How can I change my contact details?
Log in to your account and go to the “Profile” section, where you can view all editable information. Specifically, if you wish to change your email address, enter the new address in the appropriate fields, enter your password and select the “Save” button. For subsequent logins you will need to use the new address.

I saw a product but it is no longer available. How can I purchase it?
Missing sizes and colours may be restocked during the season and could become available again. In the product page, if the size you are looking for is not available, a field will appear where you can enter your email address. As soon as the garment is available again, you will receive a notification email.

I have forgotten my password. What can I do?
Go to the account section and request a new password by entering the email address used during registration through the login page. You will receive an email with a link to set a new password.

Can I buy a gift?
After choosing the item or items, you can select the gift package option during the payment process. If you make a return, the cost paid for the gift package will not be refunded.

Do you have a size guide?
Yes, you can find all the information in the size guide.

I have not received any confirmation of my order. How come?
You may have entered your email address incorrectly during the purchase process. Before contacting our Customer Care team, we suggest checking your Spam folder. If you have not received any communication regarding your order, our Customer Care team will be happy to assist you.

How can I create my wishlist?
After registering through the login page, you can create a Wishlist by saving your favourite products using the heart icon on the product pages. Your Wishlist will remain available in your account to make future purchases easier and faster.

What can I do through my account?
By creating an account, you will be able to see a summary of all your orders and returns, modify your personal information, manage your data processing consent, addresses and your wishlist.

I received a promo code. How can I use it?
You can apply the promo code directly in your cart. The promo code you have may be associated with your account: in this case, make sure you log in before applying the promo code, otherwise you may receive an error message. If you return one or more items from an order where a promo code has been applied, the amount discounted by the promo code will not be refunded.

Can I return a faulty item to any Peuterey retailer?
Please note that our official retailers can only handle returns for purchases made directly in their store. If you are unable to come to the store, our Customer Care team is available to help you find the best solution.

How can I wash Peuterey garments?
Please carefully follow the instructions on the information label found on the left side of your jacket. You can also check out our Product Care page. If you still have any doubts, you can always contact our Customer Care team.

Where can I find the Peuterey store closest to me?
You can consult our Store Locator to find the store nearest you.