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refund-policy

We offer a 14-day return policy for orders within Europe, allowing customers to request a return within 14 days of receiving their item. Please note that this policy does not apply to international orders, which are all orders placed outside of Europe. International returns will not be accepted.

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 info@pianoluigi.com. If your return is accepted, you have to pay the return shipping and make sure that the item is insured. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@pianoluigi.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.

Important information

Items must be returned unworn and unused (this includes washing) with all Piano Luigi and designer tags still attached, including the Piano Luigi security label. Briefs, swimwear, bikini bottoms should be tried on over underwear and returns will be accepted if products fulfill the conditions outlined above. For reasons of hygiene, returns may be rejected if the adhesive label has been removed or if the item is stained. In this case, the product will be returned to the customer.

Returns are processed within 5-10 working days from receipt at the warehouse, with refunds following shortly thereafter.

Quality assurance check will take place before all refunds are process. The returns which do not fulfill the conditions outlined above will be rejected and sent back to the customer.

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.

We do not accept returns for underwear, swimwear, fur coats, or jewelry.
All returns must include the dust bag, brand box, shoebox, and all original packaging as these items are considered part of the product.

Unfortunately, we cannot accept returns on sale items or final sales.

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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Each item is subject to a fee due to the return processing and involved labor costs to prepare, inspect, sort and relist the item. Import duties/taxes are non-refundable. If approved, you’ll be automatically refunded on your original payment. Please remember it can take up to 10 business days to process the refund and for your bank or credit card company to process and post the refund too.