Delivery charges and estimated delivery times are displayed at checkout or confirmed before payment. Usually takes around 10- 15 days .Any known delay affecting your order will be communicated.
Unless expressly stated otherwise at checkout, import duties, taxes and customs clearance charges are not included in the purchase price and are payable by the recipient.
Customers must provide accurate delivery details and any information reasonably required for customs clearance. Customs processing may affect delivery times.
If a shipment is refused or remains unclaimed, contact us to arrange a resolution. Any refund and allocation of actual shipping or customs costs will be determined under applicable law; payments are not automatically forfeited.
Voluntary size, colour or style exchanges must be requested within 15 calendar days after delivery and are subject to availability.
Items must be unworn, unwashed, unaltered and retain their original tags. An order number or proof of purchase is required.
Customers cover return shipping, replacement shipping and applicable customs charges associated with voluntary exchanges. Original shipping charges are non-refundable for these exchanges.
The amount originally paid will be credited towards the replacement. Any additional balance must be paid before dispatch. Any remaining balance will be retained as store credit with no expiry.
Contact us for instructions before returning merchandise. Follow the carrier’s requirements for declaring returned goods.
Orders for stock items may be cancelled before dispatch for a full refund, including shipping charges not incurred.
We do not offer discretionary refunds for a change of mind. This does not affect any statutory right to withdraw from an online purchase.
Where mandatory destination-country law provides a withdrawal period, that period and its conditions apply. Notify us through our official contact channels with a clear statement of your decision to withdraw. Any return costs, refund of standard delivery charges and refund deadlines will be handled as required by that law.
If PERROLOCO cannot fulfil an order, the corresponding payment will be refunded. Substitutions require the customer’s agreement.
FAULTY OR INCORRECT ITEMS
Report faulty, incorrect or missing items through our official contact channels. Include your order number, a description of the issue and photographs where possible.
PERROLOCO will cover the necessary costs of resolving issues attributable to us. A repair, replacement or refund will be provided as appropriate under applicable law.
The 15-day voluntary exchange period and original-tag requirements do not limit claims concerning faulty or non-conforming goods.
Eligible refunds will be processed to the original payment method within 7 business days of confirmation and receipt of the returned item, where required, or sooner if required by law. Your financial institution determines when the funds appear in your account.
Personalised items are excluded from voluntary exchanges once production has started. Underwear and socks with opened hygiene seals are also excluded from voluntary exchanges.
Any statutory withdrawal exceptions apply only where permitted by law. These exclusions do not affect rights concerning faulty or non-conforming goods.
Normal wear and damage caused by misuse or failure to follow care instructions are not manufacturing faults. Any variations inherent in artisanal finishes will be disclosed in the product description.
Sale items retain all applicable statutory rights.
Submit all requests through the official email or WhatsApp listed under CONTACT.
These terms do not exclude or restrict mandatory consumer rights applicable to your purchase.