Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at infopielau@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at infopielau@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at infopielau@gmail.com.

Return and Refund Policy

1. Return Eligibility Period

  • You can request a return within [14 days] from the date you received the product.
  • Returns and refunds will not be accepted after the return period has expired.

2. Return Conditions

Returns are only accepted if the following conditions are met:

  • The product is unused and in its original packaging (with tags attached).
  • The item is undamaged and returned in its original condition.
  • Proof of purchase (receipt or order number) is provided.

※ Certain items such as personal hygiene products, custom-made items, and digital products are non-returnable.

3. Return Process

  1. Request a Return: Contact us at infopielau@gmail.com or submit a return request via [return request link].
  2. Approval & Shipping: If your return request is approved, we will provide return instructions and the return address. Customers may be responsible for return shipping costs.
  3. Inspection & Refund: Once we receive and inspect the returned item, we will process your refund.

4. Refund Policy

  • Approved returns will be refunded to the original payment method within [5-10 business days].
  • The actual refund processing time may vary depending on your credit card company or payment provider.
  • Shipping fees are non-refundable.

5. Exchange Policy

  • Exchanges for the same item may be possible depending on stock availability.
  • Please contact us at [info@pielau.com] if you wish to exchange an item.

6. Defective or Damaged Items

  • If you receive a defective or damaged item, please contact us within [24 hours] of receiving the product with photos.
  • After review, we will offer a replacement or a full refund.

7. Non-Refundable Items

  • Personal hygiene products (e.g., underwear, cosmetics)
  • Custom-made or personalized items
  • Discounted or sale items
  • Digital downloads