Frequently asked questions
Find answers to the most common questions, or write to us if you get stuck.
How long does delivery take?+
Netherlands, Sweden and Finland: 1–4 business days. Other EU countries: 3–7 business days. Outside EU: 3–7 business days. We dispatch your order within 1 business day.
All about delivery →What are the shipping costs?+
Within the EU, shipping is free on orders over 59 € (599 kr in Sweden), except Cyprus and Malta. For orders under 59 €, shipping is calculated at checkout. DHL Express costs 15 € within the EU and 25 € outside the EU.
All about delivery →When will my order be shipped?+
We dispatch your order within 1 business day. Orders placed during the weekend are processed on Monday.
Which countries do you deliver to?+
We deliver across the EU, and to selected international destinations shown at checkout. For questions about a specific country, write to us at contact@pitayacph.com.
Where do I find my order number?+
Your order number is in the order confirmation you receive by email right after your purchase.
Can I change or cancel my order?+
Contact customer service as soon as possible. We can make it as long as the parcel has not been packed and shipped from the warehouse. If the order has already been sent, you can return it once you receive it.
How can I track my order?+
You will receive a tracking link by email once your order has been shipped, so you can follow your package from our warehouse to your door.
Which payment methods do you accept?+
We accept Visa, Mastercard, Apple Pay, Klarna, PayPal and other local payment methods depending on your country. The amount is charged when you place your order, and we charge no card fees.
How do I return an item?+
Register your return in our returns portal with your order number and email. You will receive a return label by email — attach it to the package and drop it off at your nearest DHL parcel shop. The return fee of 4.95 € is deducted from your refund. For returns from outside the EU, you arrange and pay for the return shipping yourself.
All about returns →How do I exchange an item?+
All exchanges are free (applies to one exchange). Choose exchange instead of refund in our returns portal and select the size or item you want. We ship the new item within 3 business days of receiving your return.
All about returns →What does it cost to return?+
The return fee is 4.95 € within the EU and is deducted from your refund. Exchanges are free (one exchange). For returns from outside the EU, you arrange and pay for the return shipping yourself.
All about returns →How long do I have to return?+
You have 30 days from the day you receive your order to return items. Register your return within the deadline in the portal.
What should I know before returning?+
Items must be unworn, unused and in their original packaging with all tags attached. Please avoid returning items with makeup, perfume, sweat or similar marks.
When will I get my refund?+
Once we receive and inspect your return, your refund is processed to your original payment method within 14 days. You will receive an email confirmation when the refund is completed.
The return portal isn't working. How do I return?+
If our returns portal is not working, contact us at contact@pitayacph.com with your order number and we will help you arrange the return manually.
What does pre-order mean?+
You reserve an item that is not yet in stock. It ships to you as soon as it arrives with us.
When is the payment charged?+
The amount is charged when you place your order.
When can I expect my pre-order?+
The expected delivery time is shown as a week number on the product page.
Can I order in-stock items together with a pre-order?+
Yes, but the entire order ships together once the pre-order is in stock. If you want your in-stock items sooner, place them in a separate order.
Can I remove a pre-order from my order?+
Yes. Please contact us and we will remove the pre-order item from your order so that the rest can be dispatched straight away.
What if my pre-order is delayed?+
The week number on the product page is an estimate and is subject to change. If this happens, you will be notified by email, and you do not need to do anything.
How do I file a complaint?+
If you received a defective item, contact us at contact@pitayacph.com as soon as possible. We need your order number, a short description and a photo of the fault. You have a statutory right of complaint under EU consumer law.
I received a faulty item+
We are sorry. Write to us at contact@pitayacph.com with your order number, a short description and a photo of the fault, and we will find a solution quickly.
I received the wrong item+
We are sorry. Write to us at contact@pitayacph.com with your order number and a photo of the item you received, and we will correct it right away.
Didn't find your answer?
Write to us at contact@pitayacph.com and we will help you further.
Write to us