Frequently Asked Questions
How can I return an item ordered on the website?
You have up to 15 days timeframe - within which you must notify us of your intention to return an item, the reason for its return and return the item by email to cs@pilolo.shop
Can I exchange an item?
Not currently, you can however return and place a new order in return.
Which items can be returned?
All items purchased from our website may be returned except those mentioned as non-returnable. According to the e-commerce legislation, any returned item must be in perfect condition, intact, and ready to be resold, along with its original packaging and labels intact. The item should not have any signs of wear and tear, damage, or deterioration, regardless of its size, and it must be perfectly clean. We regret to inform you that any item that is damaged, incomplete, or whose packaging has deteriorated will not be refunded or exchanged. The refund is subjected to our internal Quality checks.
Please note that sale items cannot be returned, exchanged, or refunded as a voucher. If we make an error in your order, we will refund the return shipping fees. To initiate the return process, please contact us by email at cs@pilolo.shop, and we will guide you through the procedure.
How long does it take for refund?
An average refund should reflect in your original mode of payment within 2-8 business days considering it has passed our Quality Check.
What is the timeline for returning it?
You have 15 days from delivery to raise a return request.
What if the item I receive is damaged.
Uh-oh. If you receive products that are damaged from our end. Trust us we will replace it, all you need to do is contact our customer care, and they will guide you on how to proceed.
Can I track my order online?
Yes you can track your order with the link shared via mail, which shows you when your order will be delivered.
What if I want to cancel my order?
Please reach out to us on cs@pilolo.shop. We are there to help you.
I have questions around payment, what mode of payments can I use?
So you can use any Visa or Mastercard bank card to make payment online.
Is it safe to make online payments?
For Sure! You can trust us, and if not us, we also have a 100% secure online payment encryption that protects all data related to payments.
What if my online payment fails?
Umm.. This doesn’t usually happen. But if it does, rest assured, we will keep your cart safe, and you can come back and try again. Just in case the payment is accepted, but order is not placed, the money will return into your account.
How should I wash my lovely Pilolo clothes?
You will find our instructions for how to take good care of your clothes on the product specifications for your item on our website or on the label.
I want to make sure I choose the right size.
Not sure which size to chose? 6 or 7 years? To help you choose the right size every time, please look at our size guide on each of our product pages.
Help! I'm missing an item, my order isn't right: what should I do?
Oops, we’re sorry. If your items different from the delivery note and your order, do reach out to us on cs@pilolo.shop