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Customer Support

FAQs

GENERAL INFORMATION

We answer any questions you have through our direct channel at +34 674 484 191. Here on the bottom right you have the direct link to WhatsApp.

If you need assistance with any aspect of your order including purchases, shipping and assistance with returns and exchanges, please do not hesitate to contact us via email at [email protected]

In which countries can you buy online?

Currently you can make your purchase online and we will manage your order to any country in the European Union.

In how many languages can you navigate?

You can change the language between English and Spanish in the top menu.

Is it possible to receive periodic information in my email with the latest news and offers from PICCOLA?

Yes. Simply by accessing “Newsletter” you will receive information about the latest news, lookbook and events.

Can I unsubscribe from the PICCOLA Newsletter?

We do not recommend it because you will miss news and special discounts.
But if you want to do it anyway, in the “Newsletter” section you can easily unsubscribe.

How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the My account section. You will receive an email with your new password.

How I can make sure I made my purchase?

In all cases, once your order has been placed, you will receive a confirmation email. If you do not receive it, contact us directly via WhatsApp or via email to [email protected] 

Can I know what status my order is in?

Yes, you can see the updated status of your order in real time. To do this, access the “orders placed” section of your account. 

Can I remove an item from my order?

Yes. From the shopping cart you can remove the items you do not want as long as you have not processed the order.

I am missing an item from my order.

We’re sorry! Please send a message to [email protected] with the order number and the name and number of the missing product.

My order has a defective item. What should I do?

If, exceptionally, one of our products arrives in a defective or broken state, please contact us by writing to [email protected] and we will replace the item or refund the amount.

My order has an incorrect item. How should I inform you?

In the event that you receive an incorrect item, please contact us at [email protected] and we will replace the item with the correct one at no extra cost. 

Can I cancel my order after I have placed it?

We want to make sure you receive your products as soon as possible, so you can cancel your already processed order as long as you haven’t received the shipping confirmation email yet. 

HOW TO BUY

We answer any questions you have through our direct channel at +34 674 484 191. Here on the bottom right you have the direct link to WhatsApp.

If you need assistance with any aspect of your order including purchases, shipping and assistance with returns and exchanges, please do not hesitate to contact us via email at [email protected].

1- Choose the category you want to visit: Dresses, Pants, Skirts…

2 – You can see all the products or select the type of product in the submenu.

3 – You can see each article in more detail. See all available images, see enlarged fabric, composition, size guide, available sizes, colors, additional information and price.

4 – Choose your size, color and units and add to the shopping cart.

5 – If you wish to process your order, you have the option to do so by registering or finalizing the purchase without registering.

6 – Write your shipping and billing information

7 – Choose the payment method.

8 – Confirm the order.

9 – Finalize the purchase process

10 – You will receive a confirmation email with the details of your purchase.



STOCK

Why do we sell “On Demand” items?

We do it because they are handcrafted items. We seek to value this type of work and encourage conscious purchase (avoiding waste and overstock)

How does the purchase of “On Demand” items work?

It works the same way as an item with stock. The only difference is that we send them to produce once the purchase is confirmed, so they usually take approximately ⅔ weeks to be ready.
Do not worry, we will send you a confirmation email and estimated delivery times and we will do a personalized follow-up of the production time and the estimated delivery date.
Remember that you can also write to us by WhatsApp or send us an email with the order number if you have any questions or queries.

What if I want an item that is “Out of Stock”?

As these are small collections and a limited production, stock often runs out. But that does not mean that you will run out of your PICCOLA garment. Write us with the description of the item you want and we will see how to produce it to order.



PAYMENT METHODS

We work with Stripe to make sure that you can pay with any method you have, and, most importantly, to offer you all the security guarantees when shopping at PICCOLA. 

We accept payments via credit card, registered PayPal account, Shopify Pay, Google Pay and Apple Pay. 

You can even request financing for some items with the Klarna platform, dividing your payments into several months.

In what currency will my purchase be made?

We always sell in euros. In case of paying with an account in a different currency you will have to check with your bank or PayPal which is the conversion to apply at the time of purchase. 

Can you help me with my promo code?

You need to enter the code exactly as it is provided to you, with no spaces. Type or copy and paste the code into the ‘Promo Code’ box. 

When will my PICCOLA order be charged to my account?

If your card is authorized, the payment will be made immediately and you will receive an email confirming that your order has been completed successfully. If your card is not authorized, the payment will not be made and we will send you an email to inform you that your bank or card issuer does not authorize the payment.

For what reason can my credit card be declined?

Your card may be declined for one of the following reasons:

  • The card could be expired. Check that your card does not exceed the validity date.
  • The card limit may have been reached. Check with your bank that the card has not exceeded the amount allowed to make purchases.
  • Some data entered may be incorrect. Check that you have correctly filled in all the necessary fields. 

Is it safe to use my credit card on the web?

Yes, the data is transmitted in SSL encrypted form. For payment with Visa and Mastercard, only CES (Secure Electronic Commerce) transactions will be accepted. After verifying that the card is attached to the CES system, the system will contact the bank that issued it so that the buyer authorizes the purchase. When the bank confirms the authenticity, the card will be charged. Otherwise the order will be cancelled.



SHIPPING AND DELIVERY

Currently you can make your purchase online and we will manage your order to any country in the European Union. 

Orders will be processed the next business day, Monday through Friday, excluding holidays. Orders received on weekends and holidays will be processed the next business day. Orders are processed from Madrid, Spain. Product availability is not guaranteed. If you have ordered an item that is out of stock or delayed, we will notify you by email or phone. 

Peninsula and Balearic Islands.

For all shipments to the PENINSULA and BALEARIC ISLANDS we use the CORREOS courier service. The fee is €4.95 and the delay is usually between 3-5 working days from order confirmation.

CORREOS generally operates between 9 a.m. and 6 p.m. on business days. An alternative delivery address can be specified for delivery of the order.

With the order number you will be able to know where your purchase is, at all times, on the CORREOS website: www.correos.es 

International

We ship internationally with the UPS courier service. The rate for these destinations depends on the country in which the purchase is being made. The amount will be added to the total of your order.

Prices do not include taxes or duties. Orders may be subject to local taxes and/or import duties. Taxes will be paid upon receipt of the package by the buyer, in accordance with the applicable laws in the country of destination.

How does the delivery service work?

We will notify you by email when your order is shipped.

You can check your order at any time using the tracking number that we will send you once your products are on their way.

We will email you a link to your tracking information once your package has shipped from our warehouse.

In most cases, your order can be delivered even if you’re not at the address listed – but if there’s a problem of any kind, the carrier will leave a delivery card and try again later.

What should I do if my order has not been delivered yet?

Your estimated delivery date is listed in your order confirmation email. Please allow until this date for your order to arrive.

Can I track the delivery of my order?

All our orders can be tracked and additionally we will send you a notification with the details to let you know when your products are already on their way. This message will contain a tracking code that you can use to check when they can arrive.

Where I can receive my order?

You can receive it at the address you choose (home, work, etc.-never in a post office box)

Can the country of delivery be different from the country of purchase?

The country of delivery always has to coincide with the country of purchase.



CHANGES, RETURNS AND REFUNDS

Changes and Returns

You can change or return the purchased items (without special prices or discounts), from 15 days after receiving your online order. To return and/or change an item, you must contact us via email providing the order number and proof of purchase: [email protected] 

You cannot have used, washed or damaged the products and you must return them with all the labels and in their original packaging. We will not be able to authorize a refund if the returned merchandise does not meet these requirements.

We will not be able to refund items during special sales or sales periods.

To make a change (size, color, product of the same amount, etc.) please send us an email with the request for the change you want to [email protected]. We promise that we will try to help you and manage the change whenever possible.

Returns Process

Request the return by email. You will receive an acceptance email and information about the transport agency.

Place the product in the Carry Bag/Crate.

Fill out the return form and include it in the box.

Tape the box securely shut.

Place the shipping label on the box over the previous delivery information.

Please contact the authorized transport company to pick up.

Please do not send your returns or exchanges with an unauthorized carrier.

Prices Returns / Changes

Peninsula and Balearic Islands:

Only one return or exchange per order will be free.

You can make a second return or exchange of the same order, but in this case you will have to pay the transport costs (€4.95). 

International:

International returns or exchanges will have a charge of €17.95, which will be deducted from the total amount to be returned. 

PICCOLA reserves the right to change its return policy in special campaigns such as Christmas, Sales or Black Friday, duly informing the customer of the conditions before finalizing their purchase, as stipulated by law.

By virtue of the provisions of the Retail Trade Regulation Law, as well as what is regulated by community regulations (Directive 97/7/CE), it will not accept returns on the sale of merchandise that can be reproduced or copied easily and with character immediate.

The return of any merchandise will require the agreement of both parties. PICCOLA reserves the right to demand compensation to compensate for possible damage suffered by the merchandise, as well as to recover the direct expenses caused by the return.

Refunds

All returns are processed within 4 business days of arrival at our warehouse. Once it arrives at our offices and we verify that the order is in the same conditions in which it was delivered and in the original packaging that was sent, you will be reimbursed for the value of the item returned by the same method chosen in the purchase process. within the established legal term of 14 calendar days.

Once your refund is authorized, we’ll send you a confirmation email. Once approved, your refund will be processed, and your credit card or original method of payment will automatically be credited.

International

If you receive a refund, the shipping cost will be deducted from your refund. PICCOLA is not responsible for return shipping charges or taxes if that is the case. The cost of shipping a return will be deducted from the credit. 

Refunds by Credit Card

The time taken to return the credit to your account varies depending on the credit card company, and it could take up to 7 business days for the transaction to reflect from the day you receive the refund confirmation email. 

Refunds via PayPal

Your refund will appear in your account within 24 hours of receiving the refund confirmation email. To transfer funds to a separate account, please contact PayPal directly.



CARE

Textiles

  • Washing: Wash your PICCOLA garment at a cold temperature or no more than 30º. Excess temperature can cause the garment to fade or shrink. If the garment is not very dirty, we recommend that you wash the dirty part by hand or use a short/gentle wash program to avoid wear.
  • Use mild and neutral detergents.
  • Drying: We recommend that you do not tumble dry and store in a cool place out of direct sunlight.
  • Ironing: We recommend that the garment is slightly damp or that the iron is steamed. The maximum temperature at which garments made of these materials can be ironed is 160º.

Linen

  • Washing: Wash your PICCOLA garment at a cold temperature or no more than 30º. Excess temperature can cause the garment to fade or shrink. If the garment is not very dirty, we recommend that you wash the dirty part by hand or use a short/gentle wash program to avoid wear.
    If you can, avoid spinning, as you risk creating wrinkles that later become unmanageable with the iron.
  • Use mild and neutral detergents.
  • Drying: We recommend that you do not use the dryer and store in a cool place out of direct sunlight.
    The ideal option is to dry the garment directly on a hanger so that it does not wrinkle and you can avoid ironing.
  • Ironing: We recommend that the garment is slightly damp or that the iron is steamed. Linen wrinkles easily and is difficult to iron. You must be patient and not try to iron the entire garment at once. We recommend ironing over each wrinkle until it is completely gone.
    Remember to use a medium temperature so as not to damage the garment. 

Leather 

  • This product will retain its qualities with minimal and basic care.
  • Avoiding rubbing with garments that tend to lose color (eg jean).
  • Avoiding contact with perfumes or cosmetics.
  • Avoiding contact with surfaces with dust, grease, moisture, etc.
  • Avoiding the use of solvents.
  • Avoiding prolonged and direct exposure to light and heat.
  • If you come into direct contact with water, remove the excess without rubbing with a delicate cloth and let it dry.

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