Shipping
DELIVERIES
We use DHL delivery services, our standard service costs £6.99 to the UK.
Any order above £300 comes with free delivery.
Most of our products will be in standard delivery time: 1-3 business days.
Please note: Some products have higher shipping cost due to the size of the products.
Should there be a delay or issue with your delivery, please contact trade@pietracasa.uk for help in resolving the problem.
UK CUSTOMERS
Standard Delivery (1-3 days) - £6.99
RETURNS
We are happy to return full price and sale items from our online store (some exclusions apply*) within 14 days of purchase.
You can return your order in 2 ways:
1. Mail your items back to us at Unit 15, Branksome Business Park, Poole, BH12 1DW, clearly labelled with Goods To Be Returned and including your Returns Authorisation Number.
2. Return to store Drop by our store at Unit 15, Branksome Business Park, Poole, BH12 1DW with your order receipt and we'll happily offer you a refund or exchange.
IMPORTANT INFORMATION ON RETURNS:
If you wish to return your item and receive a full refund, items need to be posted/couriered back to us within 14 days of being purchased, or you can return your order in store. Subject to stock availability, we can exchange items that are returned to us within 14 days of being purchased by you. Please advise us upon receipt of your purchase if you wish to a refund or exchange and allow 1-2 working days for this to be processed. Please note that all extra postage costs incurred in an exchange are payable by you and return of the new item is subject to us receiving the extra postage costs. Once this is received the new item will be posted within 1-2 working days.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, we at PietraCasa take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting trade@pietracasa.uk about the fault. Returns of faulty goods must be returned to us within 14 days of purchase.
In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to Debit/Credit Cards normally clear in 1/2 days. Refunds to Paypal can take up to 30 days and are subject to Paypal refund regulations. PietraCasa credit notes are valid for 6 months from the date of issue and can be redeemed at the PietraCasa trade counter. If you want to purchase from the site with your Credit Note please contact us before making your purchase at trade@pietracasa.uk.
Returns and exchanges received outside the above time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us.
We will only accept returns provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. We will not accept returns for any non-faulty items that have been worn and/or tags removed.
Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check products thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
