FAQS | Frequently Asked Questions
Here we try to answer some of the questions that may arise when making an online purchase on our website.
We ship worldwide and the cost depends on the area where you are located. The shipping cost will be specified before finalizing the payment of the order.
Orders within the European Community are free of charge, outside the European Community they cost 12€.
The delivery time of the shipment will be from 24 to 48 hours, although it may vary depending on the place, if it is a weekend or holiday, or if they are international shipments, etc. In this case, it may even take more than 7 days after the order has been processed.
Shipment will be made to the address provided by the customer. Orders placed after 12:00 am will be processed the next business day except during sales and special promotions, where this period may be extended.
If a garment or item doesn’t fit you as expected or simply doesn’t suit you, don’t worry.you have 15 calendar daysis from the reception of your order to send it to us. To do so, the garment or article must not show any signs of use and must be properly labeled and padded if applicable, and in its original packaging, including the order form in which you must indicate the garment or article you wish to return.
At PITI CUITI we are aware of the need to do as much as possible as a company to optimize and save on the use of resources, therefore, to avoid generating unnecessary paper consumption, you will not find any type of paper / physical document inside the package that makes up your order.
If you want to make a return, you only have to print the order form and/or the invoice that you will receive via email when you place your order and insert it in the package to be returned.
If you do not have a printer, you can write your full name and order number on a piece of paper and insert it into the package containing the garment or item you wish to return.
It is very important that when placing an order you always make sure to enter the email address correctly, since a typing error will mean that you will not receive the email with the details of the order and the invoice, which would be a problem to process the return. You should also check your email spam folder, as sometimes you may receive confirmation of order details and invoice in your spam folder instead of your inbox.
Once you have the package ready, you only have to send it to us by the transport agency of your choice to the following address:
PURE LOVE, S.L.
TAX ID: B01598325
UR ISUSKIZA NUM 82, 48620 PLENTZIA (BIZKAIA), SPAIN
Phone: 0034 651 888 724
In the case of a defect, you must first contact firstname.lastname@example.org indicating the incident and once we contact you, you must send the package to the same address attaching inside the package the shipping invoice so that you will also be reimbursed the shipping costs.
Once we receive your package, we will proceed to check both the return period and the condition of the garment or item, and then refund the amount of the garment or item by the same method (card, Paypal, etc.) used to pay for the order.
The period in which you will receive the refund will depend on the conditions of the financial institution you work with or directly on the payment method used to make the purchase.
Remember that certain items and garments are not returnable for public health and personal hygiene reasons.
No returns will be accepted for customized items or items that are part of special promotions.
PURE LOVE, S.L. reserves the right not to accept returns that do not comply with the conditions described above.
MODIFICATIONS OR CHANGES
You can add or remove products from your shopping cart until you confirm and pay for your order.
It is not possible to make changes or cancellations to your order once you have confirmed it, please make sure that the items you have chosen and the data provided are correct before proceeding with the payment of your order.
PURE LOVE does not make size or color changes under any circumstances. Exchanges will only be made in case of error in the shipment by PURE LOVE or in case the garment has a TARE.
To make an exchange for another reason, you will need to make a return.
Once we receive the item you want to return in our warehouse and after confirming that it is in perfect condition we will proceed to make the return.
You will receive a refund confirmation email as soon as your return is processed. Please note that our warehouse team may take several days to process your return.
It may take several days from the time you receive our refund confirmation email until the deposit is reflected in your account. Please contact your bank for more information.
MY SIZE IS NOT AVAILABLE
If the size you are interested in is not available in some cases, you can subscribe to our alert “TELL ME WHEN AVAILABLE” and you will receive an email once the item is available.
You can pay for your order by Credit/Debit card (Visa, Mastercard, Debit card), Mastercard o American Express) Bizum or through Paypal.
Our website does not accept payments by bank transfer.
MY PAYMENT HAS BEEN DECLINED
If you have problems making your payment please try to complete your order with another payment method or contact your bank.
I RECEIVED A DEFECTIVE GARMENT
We make great efforts to ensure that the garments we ship meet our quality standards. Unfortunately, sometimes it may happen that we send a defective garment.
If you have received a defective garment we recommend that you send us an email to email@example.com with the following information:
- Your order number.
- A brief description of the defect.
- Photograph of the defective part.
Our quality department will analyze the problem and will contact you as soon as possible to offer you a solution.
We want to do our bit and take care of our planet, so we have chosen sustainable packaging made from recycled cardboard and paper. Please keep in mind that how this packaging ends up, turned into trash or recycled and turned back into a nice box or envelope, will only depend on you and where you decide to put it… So choose wisely!