Refund policy

ONLINE RETURN POLICY & REFUNDS

ONLINE RETURNS POLICY

      1. ORDER CANCELLATION

Any changes/cancellations are accepted only if the order has a "payment approval" or “payment pending” status.

Once the payment status shifts to “approved” and the customer receives a confirmation of payment email, the order cannot be canceled by the customer.

The customer should be prepared to accept a credit note or Store Credit.

Stores are not required to post signs regarding their policy on returns. However, if a sign is displayed, the store and the customers are obliged to comply with its own policy. 

Once payment has been confirmed, the order is processed and conveyed to logistics. It is therefore no longer possible to make changes/cancellations. Cancellations, once the payment has been approved, might be allowed after contacting our customer service at orders@pisanimaura.com. Order cancellations if accepted might receive a credit note also referred to as store credit.

A consumer cannot refuse to accept delivery or refuse the start of services and then attempt to cancel the contract/purchase on the grounds of delay.

Once the customer asks for a refund, we will halt the delivery and the customer cannot claim not to have received the product, since the process of delivering the merchandise was stopped following the customer’s request.

If store credit is offered and a customer can't find a suitable substitute to use the credit on within 30 days, the customer cannot get a cash refund, please notice that credit cannot be converted into cash. Any store credit will be valid for a period of 2 years.ì

       2. PRODUCT OUT OF STOCK

Pisani Maura strives to keep its system always updated so that no such occurrence can happen. However, sometimes articles might be out of stock and not be marked as such. In this case, it will be in our best interest to reach out via email and forewarn the customer of such a possible issue. We'd rather be proactive than reactive. Once the customer has been forewarned a warehouse manager will be asked to verify the effective presence of the garment on our shelves. Should the product be available the order will resume as usual. Should he confirm the article as out of stock or not fit for sale, we will offer similar alternatives in terms of style and price to the chosen one. Should the customer not find a suitable alternative we will be happy to offer a store credit voucher to be used towards the next purchase.

If store credit is offered and a customer can't find a suitable substitute to use the credit on within 30 days, the customer cannot get a cash refund, please notice that credit cannot be converted into cash. Any store credit will be valid for a period of 2 years.

       3. DAMAGED AND INCORRECT PRODUCTS

Damages must be reported within 2 days of receiving the merchandise or cannot be returned.

Same applies should the customer receive the wrong product. Wrong products must be reported within 2 days of the official delivery date or cannot be returned.

We do not accept returns for a refund to your original form of payment. However, Pisani Maura might in exceptional cases grant it, when postmarked within 2 calendar days from the date you receive your order only if the garment is damaged or flawed. We accept returns for a full refund through Store Credit in case of manufacturing defects. In this case, the customer will receive a credit note also referred to as store credit. If store credit is offered and a customer can't find a suitable substitute to use the credit on within 30 days, the customer cannot get a cash refund, please notice that credit cannot be converted into cash. Any store credit will be valid for a period of 2 years.

      4. RETURN PROCEDURE

If you are unhappy with your purchase, or you received the wrong article please get in touch with our return centre to be given accurate instructions on how and where to deliver the item you would like to return.

It’s important to note that if you decide to return a product on your own without getting an official return address from Pisani Maura or without reaching out to us first, you might lose your right to a refund.

Also, please be aware that just sending a product to one of our warehouses won’t guarantee a refund. To be eligible for a refund, your return must be approved by Pisani Maura, and you must follow our specific return guidelines.

It’s worth mentioning that if your package gets lost, returned, or seized by customs during the return process, Pisani Maura can’t be held responsible for that. Your refund is only guaranteed once our authorised personnel inspect the returned product, check the package and its contents, and ensure that the necessary receipts are present, all in accordance with our return guidelines.

Please notice that we accept returns sent back to our distribution center within 14 days of the delivery date with a completed return slip.

Article are realized by skilled artisans and the materials used can have different shades and hues of colour. 
Colours can be different from the ones seen on screen due to lighting conditions, screen definition and the fact that our products are mostly hand made.

By accepting these terms and conditions the customer accepts implicitly that different colour hues can be received and agrees to this, agreeing not to hold Pisani Maura responsible  for the product being “not as described”. 
The customer agrees and understands that Requests of returns for products that have different colour shades and hues from the ones shown in the product description will not be accepted, and will be regarded as normal returns.

This means that shipping fees, and any other expense including but not limited to payment processor fees and restocking fees will not be refunded.

Once you received the address of the warehouse in charge of receiving the parcel, you should send the package back to our distribution centre, generally within 3 days with a completed return slip. Please make sure to specify order number(s) on the return slip so we can ensure your credit is accurate. Alternatively, you can return the items in person to one of our store locations where possible.

All merchandise returns must be unworn, unwashed, and still have the original tags attached.  We are happy to issue you a refund in the form of a Pisani Maura E-Gift Card for use on a future purchase on www.pisanimaura.com.

E-Gift Cards expire after two years! If you choose to make a return at one of our locations, you will receive a store credit to use in-store. Please keep in mind that store credits issued in-store must be used on an in-store purchase and are not transferable to our online store, even if the original purchase was made online. 

Once payment has been confirmed, the order is processed and conveyed to logistics. It is therefore no longer possible to make changes/cancellations. Cancellations, once the payment has been approved, might be allowed after contacting our customer service at orders@pisanimaura.com. Order cancellations if accepted might receive a credit note also referred to as store credit and the resulting credit net of shipping costs and any other cost, such as payment processor costs, will be issued.

If store credit is offered and a customer can't find a suitable substitute to use the credit on within 30 days, the customer cannot get a cash refund, please notice that credit cannot be converted into cash. Any store credit will be valid for a period of 2 years.

Helpful Hint: if returning by mail, we suggest using USPS flat rate shipping for convenience (you can find information on flat rate shipping HERE). You will be responsible for covering shipping costs to return items and shipping charges must be prepaid.

Returned items must be unworn and unwashed (free of any stains from makeup, deodorant, or wear) with all Pisani Maura and product tags attached. Defective items must be reported within 2 days of receipt. If not reported, we will not issue credit. If you believe you have received an incorrect item, please contact us within 24 hours of receiving your package.

Merchandise purchased online can be returned via mail to one of our distribution centres or returned in-person to any of our store locations as noted in the instructions below. Please keep in mind that in-store returns will be issued store credit that can only be used in-store. No in-person drop-offs will be accepted at our distribution centre or corporate office.  We recommend shipping packages back using USPS Flat Rate shipping with a tracking number, as we are not responsible for lost packages or stolen packages.

Without proof of receipt and delivery, Pisani Maura will not issue return credit.

Returns that have incomplete details or miss defining details we provided you before returning the products, might lose the customer the right to a refund.

Altering the details of a return label or failing to write the details we provided to you, might end up in the customer losing the right to a refund as Pisani Maura cannot be liable for the loss of such parcels.

Pisani Maura cannot be held liable for the loss of garments being returned. We recommend using a registered post service to return goods and keeping a record of the tracking details such as pictures of the parcel.

Please note that original shipping fees are non-refundable and return shipping costs are the customer's responsibility.

Pisani Maura does not provide return shipping labels, and if Pisani Maura provides a return label, its cost will be deducted from the total refund. A restocking fee of 10% will be applied to any purchase but might be increased by an amount that will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address.

We do not accept returns for a refund to your original form of payment. However, Pisani Maura might in exceptional cases grant it, when postmarked within 2 calendar days from the date you receive your order only if the garment is damaged or flawed.

We accept returns for an online credit for non-final sale items when postmarked within 14 calendar days from the date you received your order.

Items marked with Final Sale cannot be returned, refunded, or exchanged. For any questions, please contact orders@pisanimaura.com

Items purchased with a 05% or more coupon code are final sales and cannot be returned.

Returned items should be delivered to the designated return or warehouse facility no later than 72 hours from when we accept the return request. For items returned later than 72 hours from the approval of the return request will receive extra restocking fees and if any returns do not meet these requirements, you will be contacted and the items returned to you. We reserve the right to refuse a refund if the items have not been returned following these guidelines. 

Items that have restricted and or strict delivery guidelines dictated by the couriers or by The Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES)  like, but not limited to, Fur Coats, Python leather articles, Crocodile Leather articles, and ostrich articles cannot be returned.

Before purchasing you might want to ensure the article you would love to order does not fall into this category. You might do so by sending an email to info@pisanimaura.com. These items purchased are final sale and cannot be returned. These items will be returnable for online credit only.

Items purchased with a coupon code that is less than 05% will be returnable for online credit only.

In general, Returns cannot be issued as credit to the original form of payment. Since this is not possible, returns will be issued in the form of online credit.

Jewelry, sunglasses, hats, and swimwear are returnable in new condition. Jewelry, sunglasses and hats are not returnable if they are in the sale section.

Gift Cards, cosmetics, bodysuits, intimates, bras, camisoles, slips, tights, socks, and Final Sale/Clearance category items are final sales and may not be returned or exchanged.

Items returned to us with makeup, deodorant, perfume or similar product stains will be shipped back to you and are subject to additional shipping costs.

Home decor items must be returned unopened in their original packaging. If the seal is open or tag/packaging is removed from home decor items they are not returnable. Damages must be reported within 2 days of receiving merchandise or cannot be returned.

Please remember that if store credit is offered and a customer can't find a suitable substitute to use the credit on within 30 days, the customer cannot get a cash refund, please notice that credit cannot be converted into cash. Any store credit will be valid for a period of 2 years.

      5. RESERVED RIGHTS REGARDING RETURNS

Pisani Maura reserves the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

• An irregular or excessive returns history indicative of “wardrobing;”
• An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
• Potential fraudulent or criminal activity.

Similarly, Pisani Maura reserves the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above. 

Non-Pisani Maura items sent to our distribution centre will be discarded upon receipt.

      6. WARDROBING & ECCESSIVE RETURNS

Our Customer Protection Team also handles situations in which a #PisaniMaura return history may be indicative of fraudulent activity or wardrobing. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a #PisaniMaura, we must ensure the safety, welfare, and comfort of all #PisaniMaura across the globe. 

      7. SHOES RETURN POLICY

We want you to be fully satisfied with every item you purchase from Pisani Maura. We pride ourselves on being environmentally friendly, therefore we ship all shoes in a stylish eco-friendly bag. If, for whatever reason, you are not satisfied with your shoes, we will accept returns up to 14 days after purchase if the following conditions are met:  

• All items must be unworn, 
• All Items must be in their original packaging.
• You must include the original invoice/packing slip, and be
• Accompanied by a completed return slip (available by clicking HERE). 

Please note that if you choose to return shoes to one of our retail stores, the return will be honoured via store credit for use in-store.

      8. FINAL SALE ITEMS

• All items ending in $.95 $.96, $.97, $.98, and
• any item the cost of which exceeds $100 are considered “Final Sale” and cannot be returned for store credit, exceptionally Pisani Maura might reserve the right to grant a return for an online Store Credit only.
• Additionally, cosmetics & beauty products, bodysuits, swimsuits, and/or underwear are non-returnable
• Items that have restricted and or strict delivery guidelines dictated by the couriers or by The Convention on International Trade in Endangered Species of Wild Fauna and Flora(CITES)like, but not limited to, Fur Coats, Python leather articles, Crocodile Leather articles, and ostrich articles cannot be returned. 
• Several types of goods are exempt from being returned. Goods that have been customized cannot be returned under this policy as they are not in a saleable condition. 
• Bespoke orders, made to measure orders, made upon request orders and adjustments on ready-to-wear articles are all considered final sales and cannot be returned.

 

      9. REFUND HANDLING

In the event of an unauthorized return, Pisani Maura reserves the right to apply a 50% restocking fee for bodysuits, swimsuits, undergarments, or final sale items.

We accept returns for a refund consisting in Store Credit when postmarked within 2 calendar days from the date you receive your order only if the garment is damaged or flawed.

We accept returns for an online credit for non-final sale items when postmarked within 14 calendar days from the date you place your order.

Items marked with Final Sale cannot be returned, refunded or exchanged. For any questions, please contact orders@pisanimaura.com


Returns will not be issued as a credit to the original form of payment. Returns will be issued in the form of online store credit.

Any sale gone through PayPal will have to be approved by our return department and will incur a non-refundable tax of 40% upon return.

Several types of goods are exempt from being returned. Goods that have been customized cannot be returned under this policy as they are not in a saleable condition. Bespoke orders, made to measure orders, and adjustments on ready-to-wear articles are all considered final sales and cannot be returned.

Furthermore, Failure to fill the bespoke size chart Pisani Maura offers customers to fill, will relieve Pisani Maura of any responsibility of size and measurement issues, should these arise.

      10. DELIVERIES RETURNED TO SENDER

In case one or more deliveries attempts prove to be unsuccessful we will try and get in touch with you to solicit your attention on the delivery. It is the customer's sole responsibility to make himself available for the delivery.

Please bear in mind that the delivery dates are purely informative and have been calculated on the basis of the delivery times provided by the couriers. Customs checks and other factors might affect delivery dates.

All these factors should be kept in mind by the customer at the moment of purchase. Pisani Maura is not responsible for any delay in the expected delivery date.

Please note that original shipping fees are non-refundable.

A restocking fee of 10% will be applied to any purchase but might be increased by an amount that will be assessed depending on different locations, on orders that are refused by the customer at the time of delivery, returned due to an "un-deliverable" address, or in case the customer moved to a new address.

      11. EXCHANGES

Because we can't ensure our #PisaniMaura will be issued the style/size they desire by the time their returned items come back to the distribution centre, we are unable to accommodate exchanges by mail. We will issue you a store credit via an E-Gift Card once we've received your return. That way, you may use the E-Gift Card towards the correct item/size or for another item. 

If you live near one of our retail stores, we would be more than happy to process an exchange in-store. However, we cannot guarantee that we will have the same styles or desired size/colour in stock during your visit. If we are unable to make an exchange in-store, we will process the item as a return and issue you a store credit for use on a future purchase in-store.

      12. DAMAGED ITEMS

If you could kindly print and fill out this form, and return it along with the damaged item, we will issue you store credit in the form of an E-Gift Card and you can repurchase the item if desired. We strongly suggest including a tracking number with your package, as we are not liable for packages that get lost in transit. 

Once we receive your package, we will email you an E-Gift Card in the amount of your item, plus the cost of the shipping return (up to $10.00 USD provided you also include a copy of the receipt itemizing the return shipping cost).

      13. RETURN TO STORE

We have retail locations throughout Southern California. To find the Pisani Maura nearest you, please click  Here!. 

All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered, and unwashed. We do not accept returns on bodysuits, swimwear, undergarments, or final sale items (those items ending in $.96, $.97, or $.98).

Upon returning the item, you will receive store credit in the form of store credit to use in-store. Please keep in mind that store credits issued in-store must be used on an in-store purchase and are not transferable to our online store, even if the original purchase was made online.

      14. RETURN BY MAIL

Please print and fill out our return slip (click HERE to download a copy) or include your original packing slip with the item(s) being returned. Kindly note that without including your order number on the returns slip or with your returned item(s) there may be a delay in processing your return.

Pack your item(s) securely in the original product packaging, if possible. All items must be returned in original condition (including all paperwork, packaging, and accessories) with tags attached. All items must be unworn, unaltered and unwashed. We do not accept returns on bodysuits, bodysuit dresses, swimwear, undergarments, or final sale items (those items ending in $.96, $.97, or $.98).

All return shipping charges must be prepaid. We do not accept COD deliveries; they will be rejected. We recommend sending your return via USPS Flat Rate with a tracking number and insurance, as we are not responsible for lost or stolen packages. 

Send your package to the address you will be provided by our returns help centre. They will communicate to you the warehouse centre to ship the goods to. In general, an address looks like this one referring to our Headquarters

 

Pisani Maura
Via Santa Maria 58
Pisa, CAP 56019 , Italy

We strongly advise following the instructions properly as we are not responsible for lost or stolen packages.

Returns that have incomplete details or miss defining details we provided you before returning the products, might lose the customer the right to a refund.

Altering the details of a return label or failing to write the details we provided to you, might end up in the customer losing the right to a refund as Pisani Maura cannot be liable for the loss of such parcels.

Pisani Maura cannot be held liable for the loss of garments being returned. We recommend using a registered post service to return goods and keeping a record of the tracking details such as pictures of the parcel.

      15. STORE CREDIT 

Store credit via E-Gift Card for your returned item(s) will be processed once they are received at our distribution centre. Please allow 5-7 days to process your return once it is received into our distribution centre. Your E-gift card covers the original purchase price and tax if applicable. Pisani Maura does not credit original shipping charges. Pisani Maura also does not credit 10% as a payment processor and restocking fees.

      16. STALE RETURNS

Pisani Maura requires items to be returned within 14 days of original receipt. Returns received in our distribution centre or retail locations after 14 days are considered stale returns. Stale returns by mail are subject to being rejected and returned to the sender. Alternatively, if the cost of returning the item to your attention exceeds the then-current value of the item, Pisani Maura will apply a 50% restocking fee to the item(s) when processed in our distribution centre. An E-Gift Card for the remaining balance will be issued following our normal returns process.

Stale returns in our retail locations are prohibited.

 

Still Need Help? Contact Us  Here!