FAQ

Do you need help? Our answers to your frequently asked questions!

DELIVERY

How long will it take to receive my order and how much will it cost?

Shipping is free for all orders.

Your order will be processed by our warehouse in 1 working day before being handed over to the courier. It will take approximately 2 to 4 working days for the courier to deliver the package to the address provided. Please note that external factors such as postal or courier delays, logistical problems, adverse weather conditions or the inability to gain access to the address provided may affect delivery times.

Once you have placed your order you won’t be able to change the shipping address.

Any customs import charges will be borne by the recipient. Customers are therefore invited to contact the customs authorities in advance to check the potential import costs and limits.

What's my order status?

You can check your order status by logging into your account or by clicking here if you don’t have an account. 

Order processing: your order is still being prepared by our warehouse.
Order shipped: your order has been handed over to a courier and is on its way to its destination
Order cancelled: your order has been cancelled

How can I track my order?

Once shipped, you will receive a confirmation email containing a tracking number, which you can use to track your order.

Can I amend my order? Can I add/remove an item?

You cannot amend your order. You can cancel your order if it is still being processed.
You can check if it is still possible to cancel your order or to request a cancellation by contacting our Customer Care team.

What should I do if I receive a damaged package or some items are missing?

If there is any damage to the packaging or if the number of packages does not correspond to your order, notify the courier immediately upon delivery, indicating the nature of the problem on the delivery note, which must be returned to the courier (delivery signed for subject to checks). Any problems relating to the physical integrity, correspondence or completeness of the items received must be declared within 7 days of delivery to our Customer Care team by sending an email to shoponline@peuterey.com.

I’ve just checked the shipping status and spotted a problem. What should I do?

If you have spotted any issues with your order shipment, please get in touch with our Customer Care team as soon as possible so that we can carry out the necessary checks. If the tracking information says your order has been delivered but you have not yet received it, please contact our Customer Care team within a maximum of 2 days of your item's presumed delivery so that we can follow up with our couriers.

RETURNS

How can I request a return?

You can return a product within 14 calendar days of its date of delivery by logging into your Account or by clicking here if you don't have an account. 
Returns are free if you need a different size, your item is faulty, or you encounter other problems covered by the warranty.

What are the conditions for returning/exchanging an item?

To get a refund/exchange, your item must be returned intact in its original packaging with all included materials. The item must be returned intact in its original packaging (including packaging materials and any documentation, labels, tags, or seals, etc. ...). Your item must only be kept or used for the time strictly necessary to establish and verify the nature, characteristics and size of the fault and must not have any signs of wear, tear, or stains.

My item is too big/small. What should I do?

If your item is too big or small, you can request an exchange, subject to product availability, completely free of charge. Click here to proceed with your return request. Your new order will be shipped as soon as we receive your returned order.

Are returns free?

Returns are free of charge if you require a different size or there is a fault or other problem covered by the warranty.
In all other cases, Customers will be charged for returns and will be asked to return items to FiloBlu within 14 (fourteen) days of their receipt, upon authorisation of the return request by our Customer Care team. You can use your preferred courier or delivery service to return the item(s), including Poste Italiane.

Where do I send my return?

For parcels from EU countries, please return your item to:
FiloBlu c/o Snatt Logistica Spa
Mag L, Via San Biagio, 65/67
42024 Castelnovo Sotto (RE) Italy


For parcels from non-European countries, which are therefore subject to customs, please return your item to:
FiloBlu c/o Snatt Logistica Spa
Via Kennedy 12/B
42040 Campegine (RE) Italy

How does the returns process work?

Return request:
Returns process for registered users:
1. Log in to your account 
2. Go to "My orders" and find the order for which you wish to request a return. Click on the Returns tab and complete the form, filling in the details of the items to be returned. Submit the form.

Returns process for non-registered users:
1. Please click here
2. Fill in the form with your order number (do not include the #), your surname and your email address.
3. Fill in the form with the details of the items to be returned and submit the request.

In both cases, you will receive an email confirming receipt of your request. You will receive a second email from our Customer Care team (within 2 working days) containing a return authorisation and the relevant instructions. Make sure you check your spam box.
This email won’t contain the returns label. You will need to print it out and pop it inside the package.

Shipping:
1. Select your preferred courier
2. Send your parcel to the address provided in the confirmation email.

Once your package has been received and the quality checks have been completed, our Customer Care team will send you a refund authorisation within one week of receiving the package.
This process may take a few days, depending on the warehouse workload.

Refunds:
Once your return has been accepted, we will notify you by email and send you a refund within 14 days using the same payment method used to place the order. If you paid for your order in cash upon delivery, you will be asked to provide an IBAN code via email in order to proceed with the refund.

My item is faulty, what should I do?

To submit a returns request due to a faulty item, please contact our Customer Care team at shoponline@peuterey.com.
You will be asked to provide photos of the item showing the fault.

REFUNDS

When will I get my refund?

If your returned item meets our requirements, you will be notified by our Customer Care team and a refund will be issued within the next 14 days using the payment method chosen to place the order.

ORDERS

What payment methods are accepted?

You can choose between the following payment methods:

CREDIT CARD
Once you’ve selected your card type, you will need to enter the full number on the front of the credit or debit card without spaces, plus the expiry date, the security code (CVV/CVC) on the back of the card, and the cardholder’s first and last name. We accept the following credit and debit cards: Visa, Visa Electron, CartaSi, PostePay, Mastercard, and American Express. The order amount will be blocked on your card and will only be debited once the order is invoiced. In case of a total or partial order cancellation, the amount reserved on your card will be automatically released. Release times may vary depending on the credit institution issuing the card.

PAYPAL
You will need to log into your PayPal account to make a payment and validate your shipping address. Depending on your preference, the amount will be debited from the credit or debit card linked to your PayPal account or directly from your bank account.

BANK TRANSFERS
In the case of purchase by bank transfer, the bank details, including the reason for payment (which must be stated correctly in the bank transfer request), will be provided with the order confirmation. Goods will only be dispatched once payment has been received.

KLARNA
Find out more about pay-later options and how to use them online here.

How do I pay by bank transfer?

Bank details will be provided with your order confirmation if you wish to pay by bank transfer. The details will also include a transfer reference number, which must be inserted in the appropriate field when making the payment. Goods will only be dispatched once payment has been received.

What is the European PSD2 Directive?

Online payments have been made more secure by the new European PSD2 regulation, which was introduced on 28 December 2020 and imposes new authentication rules.
From now on, when you place an order using a credit or debit card, your bank may ask you to confirm your identity using 3D Secure authentication. There are many ways to authenticate online payments and you may be asked to confirm your identity via SMS, email or TouchID. We recommend getting in touch with your bank to ensure they have the correct contact details on file in case you are required to use SMS or email for 3D Secure authentication. If you have any questions, please contact our Customer Care team.

How do I choose the right size?

Please take a look at our size chart.
Our product description pages contain a handy guide to help you choose the right size.
The website shows the sizes featured on the product tags. We always use Italian sizes.
If you have any questions, please do not hesitate to contact our Customer Care.

What can I do if an item is out of stock?

If the item you are interested in is sold out, enter your email address in the appropriate field on the product page and we’ll send you an email when the item is back in stock.

NEWSLETTER & PROMOCODES

Why should I subscribe to your newsletter?

Subscribe to our newsletter to stay up to date with the latest news on Peuterey’s collections and to get your hands on amazing promos!
Signing up is super simple. Navigate to the newsletter section on our website and fill in the required information.
If you run into difficulties or have any doubts, please do not hesitate to contact our Customer Care team.

Can I unsubscribe from your newsletter?

If you wish to unsubscribe from our newsletter and to stop receiving communications from Peuterey, click on the "unsubscribe" link at the bottom of the newsletter email. If you run into difficulties or have any doubts, please do not hesitate to contact our Customer Care team.

How do I get a welcome promocode?

After subscribing to our newsletter you’ll get an email with a welcome promocode entitling you to 10% off your first purchase.
Promocodes cannot be combined with other current promotions.

When can I use my welcome promocode?

Promocodes can be used on your first order or on subsequent orders as they do not expire. They can be used on all items in our current collection, excluding ongoing lines and sale items.
Promocodes cannot be combined with other current promotions.

Where do I enter my promocode?

To use your promocode, add items to your basket and head to checkout. You will find a field on the right-hand side of the page underneath your basket summary where you can enter your promocode.

Can I add a promocode after finalising an order?

You can't add a promocode after your order has been finalised. If the order is still being processed, you can cancel it and put through a new order.

Why should I make an account on your website?

Making an account allows you to store your shipping details, view your order history, track orders and register a return yourself.
Creating an account is super easy: just click on the icon in the top right, or click here, and enter the required information.
If you have forgotten your password, click on the "Forgot password?" button. The system will send an automatic email containing a link to your registered email address. Click on the link and you will be asked to create a new password. If you would like to delete your account, please contact our Customer Care team.

TECHNICAL ASSISTANCE AND WARRANTIES

Is my Peuterey garment still under warranty?

The legal warranty is valid for 24 months from the date of purchase, as per the Italian Consumer Code. Your proof of purchase (i.e., the sales receipt or a copy of the bank transaction) shall be deemed adequate evidence.

My Peuterey garment is no longer under warranty but I still need assistance. What can I do?

Although we cannot view the item as under warranty, our Customer Care team will be happy to help out with suggestions and advice. Contact us at customer-service@peuterey.it

How can I contact Peuterey’s Customer Service team?

You can contact our Customer Care via email and telephone.Click here to contact us right now.

I have accidentally damaged my Peuterey jacket. What can I do?

Although your jacket is not covered by a legal warranty, our Customer Care team will do its best assist you. Write to us at customer-service@peuterey.it

What should I do if I need an accessory?

Contact our Customer Care team at: customer-service@peuterey.it

WHERE TO FIND OUR SHOPS

Does Peuterey have any flagship shops?

Yes, click here to view them.

Where can I find my nearest Peuterey shop?

To find your nearest Peuterey retailer, click here.

IN-STORE PURCHASES

I bought an item from a Peuterey flagship store and it is faulty. What should I do?

We recommend contacting the shop where you purchased the item or calling our Customer Care team to get the assistance you need. Please find our store locator here.

Can I return a faulty item to any Peuterey retailer?

Official Peuterey retailers may only accept returns if the purchase was made at that specific point of sale. If you are unable to travel to the point of sale, please contact our Customer Care team.

How do I know if a company is an official Peuterey retailer?

For a complete list of our official retailers, click here.

PRODUCT INFORMATION

I’d like to receive Peuterey news and offer emails.

We recommend visiting the Peuterey website, which is constantly updated with the latest news about the brand. You can also subscribe to our newsletter to find out about collections and sales in advance!

How do I choose the right size?

Take a look at our size chart
Our product description pages contain a handy guide to help you choose the right size.
The website shows the sizes featured on the product tags. We always use Italian sizes.
If you have any questions, please do not hesitate to contact our Customer Care.

How are Peuterey garments made?

You’ll find product details on our product pages. If you'd like to know more about specific fabrics and features, you can visit the Peuterey Features page.

How do I find out where to buy a particular Peuterey item?

Click here to contact us now, our Customer Care team will direct you to the nearest retailer with the item in stock.

How should I wash Peuterey my garments?

Read the instructions on the care label on the left of your jacket or visit our Product Care page. If you still have doubts you can contact our Customer Care team by clicking here. We will be more than happy to assist you!

Support