FAQS | FREQUENT QUESTIONS

Here we try to answer any of the questions that may arise when making an online purchase on our website.

Need help?

SHIPPING

We ship worldwide and the cost depends on the area you are in. The shipping cost will be specified before completing the payment of the order.

The shipment delivery time will be 24 to 48 hours, although it may vary depending on the location, if it is a weekend or holiday, or if they are international shipments, etc. In this case, it may take even more than 7 days from the processing of the order.

Shipping 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 periods, where this period may be extended.

RETURNS
  • Right of withdrawal:

The User has a maximum period of 14 calendar days to fully or partially exercise their right of withdrawal, in accordance with applicable legislation. Once these 14 days have passed, PURE LOVE does not accept returns in the exercise of consumers' right of withdrawal.

The User will not have the right to withdraw the purchase and sale contract in the cases provided for in the Spanish regulations applicable to the consumer, and especially in the following cases:

(i) personalized products made to Users' specifications, (ii) for health and hygiene reasons, PURE LOVE does not accept returns of underwear. We recommend that you read article 103 of the Spanish consumer regulation (Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the Spanish Regulation for the Defense of Consumers and Users).

The user must assume the cost and fulfillment of returns made in the exercise of the right of withdrawal. In this regard, the User must: (i) notify PURE LOVE of their willingness to withdraw the purchase before the 14th day from delivery, as well as (ii) send the product to the following address, C/Polígono Sagastikoetxe, Local 34, 48630 , Gorliz, Vizcaya, Spain , within 14 calendar days after communicating your willingness to withdraw the contract.

Once the product is received, PURE LOVE will verify the conditions of the product and will make the refund according to applicable Spanish regulations.

  • Refund for user:

If the right of withdrawal in the preceding section is exercised, the User will have the right to a refund of the price of the returned products, provided that the returned products are in the same conditions as at the time of delivery, that they have not been used (other than the use required to verify its suitability), washed, damaged or that the requirements of the Law and these Conditions of Sale have not been met.

PURE LOVE will not make any refund until receipt of the product, it will also verify the conditions of the returned product, reserving the right not to make the refund in the event that PURE LOVE notices that the products purchased and those returned are not the same or that the return has not been made in accordance with the Law and these Conditions of Sale.

Partial return of an order will imply a partial refund of shipping costs, which will be refunded proportionally to the value of the returned product.

PURE LOVE will manage the order to refund the price and delivery costs through the same system used by the User to purchase the products, within a period of 48 hours from confirmation of receipt of the product returned to the indicated address and, in any case, within a period of no more than 30 calendar days from when the User communicated their return, unless PURE LOVE had not received the returned product within that period. The application of the refund of the price and the cost of delivery to the User's account or card will depend on the card and the issuing entity.

  • Returns of defective products:

The User will have the right to be reimbursed the amount corresponding to the price of the defective product, the shipping costs and the cost of transportation, when the product delivered is defective or does not correspond to the product ordered by the user.

In these cases, the return of the products to PURE LOVE can be carried out as established in section (i) above, or by contacting PURE LOVE at the email info@piticuiti.com. In case of defective return of the product or return of a product that does not correspond to the product requested in the order registered by the User, PURE LOVE will assume the cost of transportation for the return of the products, provided that the return is made from the same country where delivery was made.

EXCEPT JEWELERY: For hygiene reasons, these products do not allow exchanges or returns.

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 information provided are correct before proceeding to pay for your order.

PURE LOVE does not make size or color changes under any circumstances. Changes will only be made in case of error in shipping by PURE LOVE or in case the garment has a TARA.

To make an exchange for another reason, you will have to make a return.

REFUND

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 it may take several days for our warehouse team to process your return.

It may take several days from when you receive our refund confirmation email until the deposit appears 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 “NOTIZE ME WHEN IT IS AVAILABLE” and you will receive an email once the item is available.

PAYMENT METHODS

You can pay for your order with a Credit/Debit card (Visa, Mastercard or American Express), Bizum or through Paypal or Aplazame.

Our website does not accept payments by bank transfer.

MY PAYMENT HAS BEEN REJECTED

If you have problems making your payment, please try to complete your order with another payment method or contact your bank.

I HAVE RECEIVED A DEFECTIVE GARMENT

We put great effort into ensuring that the garments we send 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 info@piticuiti.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 contact you as soon as possible to offer you a solution.

SUSTAINABILITY

We want to do our bit and take care of our planet, which is why we have chosen sustainable packaging made with 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 the place where you decide to deposit it... So choose wisely!

Shipping & Returns

Do you ship worldwide?

Yeah! We ship worldwide, we want our products to be available worldwide.

How do we ship orders?

We use a GLS service for domestic shipments and DHL Express for international shipments. Once we ship your order, you will receive a tracking code so you can track your order at all times.

Please note that we only ship and deliver on business days.

Only orders placed before 12:30 pm CEST on business days will be shipped that same day. For example, an order placed on Thursday at 2 pm CEST will be shipped on Friday, the next day.

Where do you ship from?

We ship the items from our warehouse in Gorliz (EU).

How much are the shipping costs?

It depends on your location. When you place an order and fill in your delivery address, shipping costs will automatically be added to your order.

For orders outside the EU, customs fees or taxes may apply. Check with your local post office for more information.

When does FREE shipping apply?

Spain and Portugal : You will be qualified to receive FREE shipping when the subtotal of your order (including discounts) is greater than €45*.

*Canary Islands: You will be qualified to receive FREE shipping when the subtotal of your order (including discounts) is greater than €100.

European Union : You will be qualified to receive FREE shipping when your order subtotal (including discounts) is greater than €100.

International : You will be qualified to receive FREE international shipping when your order subtotal (including discounts) is greater than €300.

I live outside the European Union, do I have to pay Duties/VAT to receive the order?

It depends on your local tax code.

Any customs/VAT is the sole responsibility of the customer and not our team.

We have absolutely no control over charging additional customs/VAT charges to customers at the time of purchase. Therefore, these charges (if applicable) may be imposed upon receipt of the package. If you do not know whether or not you will be charged customs taxes when you receive your package, please contact your local post office.

For orders over €300 we offer FREE SHIPPING worldwide, this means that we cover the cost of transportation made with GLS/DHL Express.

How long will it take to get my order?

From the moment we send you the tracking code, the estimated shipping time will depend on your location:

EUROPE: 1-3 business days

UNITED STATES: 2-6 business days

REST OF THE WORLD: 6-8 business days

Delivery time could increase if the customs processing procedure is applicable.

Any customs taxes/VAT are the sole responsibility of the customer and not of Piti Cuiti.

I want to exchange or return my order, what is the return policy?
  • Right of withdrawal:

The User has a maximum period of 14 calendar days to fully or partially exercise their right of withdrawal, in accordance with applicable legislation. Once these 14 days have passed, PURE LOVE does not accept returns in the exercise of consumers' right of withdrawal.

The User will not have the right to withdraw the purchase and sale contract in the cases provided for in the Spanish regulations applicable to the consumer, and especially in the following cases:

(i) personalized products made to Users' specifications, (ii) for health and hygiene reasons, PURE LOVE does not accept returns of underwear. We recommend that you read article 103 of the Spanish consumer regulation (Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the Spanish Regulation for the Defense of Consumers and Users).

The user must assume the cost and fulfillment of returns made in the exercise of the right of withdrawal. In this regard, the User must: (i) notify PURE LOVE of their willingness to withdraw the purchase before the 14th day from delivery, as well as (ii) send the product to the following address, C/Polígono Sagastikoetxe, Local 34, 48630 , Gorliz, Vizcaya, Spain , within 14 calendar days after communicating your willingness to withdraw the contract.

Once the product is received, PURE LOVE will verify the conditions of the product and will make the refund according to applicable Spanish regulations.

  • Refund for user:

If the right of withdrawal in the preceding section is exercised, the User will have the right to a refund of the price of the returned products, provided that the returned products are in the same conditions as at the time of delivery, that they have not been used (other than the use required to verify its suitability), washed, damaged or that the requirements of the Law and these Conditions of Sale have not been met.

PURE LOVE will not make any refund until receipt of the product, it will also verify the conditions of the returned product, reserving the right not to make the refund in the event that PURE LOVE notices that the products purchased and those returned are not the same or that the return has not been made in accordance with the Law and these Conditions of Sale.

Partial return of an order will imply a partial refund of shipping costs, which will be refunded proportionally to the value of the returned product.

PURE LOVE will manage the order to refund the price and delivery costs through the same system used by the User to purchase the products, within a period of 48 hours from confirmation of receipt of the product returned to the indicated address and, in any case, within a period of no more than 30 calendar days from when the User communicated their return, unless PURE LOVE had not received the returned product within that period. The application of the refund of the price and the cost of delivery to the User's account or card will depend on the card and the issuing entity.

  • Returns of defective products:

The User will have the right to be reimbursed the amount corresponding to the price of the defective product, the shipping costs and the cost of transportation, when the product delivered is defective or does not correspond to the product ordered by the user.

In these cases, the return of the products to PURE LOVE can be carried out as established in section (i) above, or by contacting PURE LOVE at the email info@piticuiti.com. In case of defective return of the product or return of a product that does not correspond to the product requested in the order registered by the User, PURE LOVE will assume the cost of transportation for the return of the products, provided that the return is made from the same country where delivery was made.

EXCEPT JEWELERY: For hygiene reasons, these products do not allow exchanges or returns.