FREQUENT QUESTIONS

1. QUESTIONS ABOUT THE PURCHASE

1.1-HOW DO I BUY AT PILATUSBRAND.COM?

  • Choose the category (choose between our different models).

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  • View the article / s that interest you. With one click, you will enter the item's file where you can see photographs, colors, available sizes, price and other details.

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  • Select the color and size and add the item to the cart. You can then choose to continue shopping or order.

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  • Once you have entered your details, check that they are correct and press "pay" to complete the payment.

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  • You will receive an email confirming the "receipt of the order".

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  • Once the order has been sent you will receive an email confirming the shipment with the tracking number.

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    1.2 -IN WHICH COUNTRIES CAN YOU BUY ONLINE?

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    - Currently in Spain and Portugal. If you want us to send one of our products to another place, contact us and we will inform you of the cost.

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    1.3 - IN HOW MANY LANGUAGES CAN I BROWSE THE WEB?

    - Spanish and English.

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    1.4 -I LIKE AN ITEM THAT IS NOT AVAILABLE. ARE YOU GOING TO RECEIVE IT AGAIN?

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    -Send an email to info@pilatusbrand.com indicating model, size and color and we will try to replace it as soon as possible.

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    1.5 - IS IT POSSIBLE TO RECEIVE PERIODIC INFORMATION IN MY EMAIL WITH THE LATEST NEWS AND OFFERS FROM PILATUS BRAND?

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    - Yes. To receive all our news you can subscribe to our newsletter or send us an email to info@pilatubrand.com.

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    1.6 -HOW DO I KNOW THAT I HAVE MADE MY PURCHASE WELL?

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    - Once your order is placed, you will receive, within a maximum period of 24 hours, an email of "order receipt". If you do not receive it, contact us by email at info@pilatusbrand.com

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    1.7 -WHAT SHOULD I DO IF I GET A DEFECTIVE ITEM?

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    - Pilatus only sells items in perfect condition so if, exceptionally, you receive a garment with a defect, please contact us via email info@pilatusbrand.com. We will try to solve it in the shortest possible time.

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    1.8 -WHAT SHOULD I DO IF I GET AN INCORRECT ITEM?

    - If on any occasion, by mistake, you receive an item that you have not ordered, contact us through the email info@pilatusbrand.com. We will try to solve it in the shortest possible time.

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    2. QUESTIONS ABOUT PAYMENT

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    2.1 -WHAT FORM OF PAYMENT CAN I USE TO MAKE MY PURCHASE?

    - We accept credit and debit cards (Visa, Mastercard and Maestro) and Paypal.

    2.2 - I HAVE A DISCOUNT CODE, HOW DO I USE IT?

    - If you have a discount code, you can apply it to your purchase before confirming the order and before paying. Make sure that you write your code in the appropriate box and that you click on the "apply code" button so that it is applied to your order. Keep in mind that it is only possible to apply one discount per order. Always check the terms and conditions that you will find in the discount code. WELCOME code of 10% deactivated at Christmas and sales.

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    3. QUESTIONS ABOUT SHIPPING

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    3.1.-WHERE CAN I RECEIVE MY ORDER?

    - You can receive it at your home, at your work or wherever you prefer, as long as you indicate the address correctly.

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    3.2 -HAS MY ORDER BEEN SENT?

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    - In the "shipment confirmation" email you will receive a tracking number from the courier company through which you will be able to know the status of your shipment.

    3.3-WHEN WILL I RECEIVE MY ORDER?

    - Between 1 and 3 business days. If your order is express, it will arrive in a maximum of 24 hours.

    3.4.-HOW MUCH DOES SHIPPING COST?

    - The price is € 4.95 for Spain and € 5.95 for Portugal.

    4. QUESTIONS ABOUT RETURNS

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    4.1 -WHAT IS THE DEADLINE TO BE ABLE TO MAKE A RETURN?

    - The term for any return is 15 calendar days from the date of receipt of the order.

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    4.2 -WHAT SHOULD I DO TO RETURN AN ITEM?

    - If you want to return an item purchased through pilatusbrand.com, we recommend that you do so quickly and easily by contacting us through the email info@pilatusbrand.com informing us of your order number, item (s) at return, reason for return. When you get our confirmation, you can deliver it to your nearest post office. .

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    Returns are always free except for those items on sale or in which a promotional code has been applied, which will have an amount of € 4.95.

    4.3-WHEN AND HOW WILL I RECEIVE THE AMOUNT OF MY RETURN?

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    After approving the return (the items must be in perfect condition), you will receive a confirmation email indicating that the amount will be paid in a few days. You will receive the refund in the same payment method that you used to place your order. You have a period of 14 days to make your return.

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    4.3 -HOW SHOULD I DO IF THE AMOUNT OF MY RETURN IS WRONG?

    We are very sorry that this mistake was made. Please, contact us through the email info@pilatusbrand.com and we will solve the problem asap.

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    4.4 -CAN I MAKE A CHANGE?

    Get in touch with us at info@pilatusbrand.com and we will manage the change of the product. Items purchased can only be exchanged when:

    • It is a change of size of the same article.

    • Its price has not changed.

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    Once 14 days have passed from the day of purchase, the price of the change will be € 4.95.

    • The item is in perfect condition and we have stock.