FAQ

Orders

How do I place an order?
Add the products to your cart, enter your shipping details, choose a payment method and confirm. You will receive a confirmation email.

Do I need to create an account?
No. You can buy without registering. With the email you used for your purchase you can still access your account with a code.

Can I change or cancel an order?
Yes, as long as the parcel has not been shipped. Contact us straight away on WhatsApp: message us here.

How do I check my order status?
In your account, under My orders, or via the link in the confirmation email. You will find all the details on the Order status page.

Can I get an invoice?
Yes. Request it when you place your order by entering your company name, VAT number or tax code and SDI code or PEC at checkout. We cannot issue it after shipping. For questions about invoices, write to amministrazione@ilpellicanoboutique.com.

Shipping

How much does shipping cost?
Costs are shown at checkout before payment. Standard shipping is free from 250 euros in Italy and the European Union. For countries outside the European Union, express shipping is free from 1.000 euros. All rates are on the Shipping policy page.

When will my order arrive?
We prepare your parcel within 1-2 business days of payment confirmation. Delivery times depend on the destination and the service chosen (standard or express).

Do you ship internationally?
Yes, throughout the European Union, to the United Kingdom, Switzerland, the United States and Canada. For the United Kingdom, Switzerland, the United States and Canada, import duties and taxes are calculated and paid at checkout: you pay nothing on delivery.

Can I collect my order in the boutique?
Yes, free of charge, at our Head Quarter (Boutique Heritage), Piazza Ottorino Troia 8, 80081 Sant'Angelo d'Ischia – Serrara Fontana (NA). Select “Store pickup” at checkout and wait for our message on WhatsApp.

Returns and exchanges

How long do I have to return an item?
No later than 14 days after delivery. See the Request an exchange / return page.

How does a size exchange work?
Exchanges are made through a return: you send the item back and receive a personal voucher, valid for 6 months, to buy the item you prefer. In Italy and the European Union, we cover the cost of return shipping.

Who pays for return shipping?
For a refund, the cost of the label is deducted. For an exchange, we cover it in Italy and the European Union. If the item is defective, damaged or wrong, we always cover it.

When will I receive my refund?
Within 24/48 business hours of checking the return, and in any case within 14 days of your withdrawal notice. The time it takes to reach your account depends on your bank or on PayPal/Klarna.

I have been charged twice. What should I do?
Write to amministrazione@ilpellicanoboutique.com with your order number and bank statement.

Products and payments

How do I choose my size?
Each product page shows the fit of the garment and a “Size guide” link. If you are unsure, message us on WhatsApp: we will help you choose based on the style and fit.

Are the products authentic?
Yes, the products are authentic. We carefully select all the brands in our boutiques.

Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Klarna and other methods shown at checkout.

An item is sold out. Can I get it later?
Message us on WhatsApp: we will check whether it will be restocked or suggest an alternative.