What are the shipping times for your products?
We take 24-48 hours to process your order and then 7 to 10 working days to deliver it.
Will I have any taxes to pay?
No, everything is included in the price.
Can I try the product risk-free and return it if I'm not satisfied?
We do our best to solve any problems our customers may encounter. If you still wish to receive a refund on your order, it is possible if the request is made within 14 days of the delivery date and the product(s) concerned are not on sale. For more information, please consult our refund policy.
Parts are missing from my item or the product is defective, what should I do?
Please quickly contact our customer service at hello@piwipaw.com who will not fail to respond to you.
The delivery status indicates "delivered" but I haven't received anything, what should I do?
If the Post Office website indicates that your order is delivered, please check again in your mailbox or in a discreet location where the postal worker might have left your parcel, or ask your neighbors. In case you still have nothing, you will need to go directly to the nearest Post Office to ask for explanations regarding the delivery to your home.
I received a damaged item. What can I do?
You can simply send us a photo of the damaged item along with your order number to hello@piwipaw.com and we will send you a replacement item as soon as possible.
Where do we ship your product from?
Our offices are located in London, United Kingdom, and our international warehouse is located in Asia.
Do you provide tracking information for the product?
Yes, we will send you your order tracking number as soon as your package is shipped. You will need to wait 2 to 5 days to be able to track your order, while the carrier updates the information. Also, you will receive an email at each stage of your order.
Return Period
You have 14 days from receipt to initiate a return.
Return Conditions
The returned item must be unused and in its original condition, including packaging.
Proof of Purchase
A receipt or proof of purchase is required for any return.
Return Authorization
Do not return your purchase without our prior agreement.
Partial Refunds
- Partial refunds are possible for damaged or incomplete items not attributable to our company.
- Returns made beyond 14 days are subject to a partial refund.
Refund Process
- An examination of the returned item will precede the confirmation of the refund.
- Approved refunds are processed via the original payment method.
Refund Timing
- First check with your bank or credit card issuer.
- If the refund is delayed, contact us at hello@piwipaw.com.
Sale Items
Sale items are not eligible for a refund.
Exchanges
- Only for defective or damaged items.
- Contact us at hello@piwipaw.com for an exchange.
Gifts
If the item was a gift sent directly to you, the donor must contact us.
Shipping Costs
Return shipping costs are your responsibility and are not reimbursed by Piwipaw.