SHIPPING & RETURN
1 - SHIPPING
The Pierre Hardy website delivers to the EU only.
Once prepared, orders are shipped by UPS Tuesday through Friday, except public and national holidays.
Please add 1-2 days on the delivery delay for the preparation of your order. Please note this delay can be longer during the sales season.
Please note that no orders addressed to international forwarding deliveries companies will be shipped. Only orders from EU residents at a verifiable address will be processed.
Our carrier delivers from Monday to Friday during business hours and will make three delivery attempts. After the first attempt you will receive a notification to choose the day of your delivery or to choose your delivery in a UPS access point. If you don’t change your address, UPS will attempt to deliver your order 2 times. After the third failed attempt, your order will be returned to our warehouse.
Please note that once you have confirmed an order, it is no longer possible to modify your shipping address.
All orders are processed automatically and we are unable to modify shipping and delivery delays.
Shipping cost with UPS Express won't be refund in case of return.
At this time, we are unable to ship orders to P.O. Boxes or hotels. Orders made to any of these addresses will be cancelled.
The delivery address of your order must match the region site in which you placed your order. Orders with a different delivery address than the site’s region will be automatically cancelled.
Please note we won't ship any orders for forwarding companies. Any orders with shipping addresses for forwarding companies will be automatically cancelled.
2 - RETURN
You can return any item purchased on PIERREHARDY.COM within 15 days from the delivery date by following these instructions below :
- Log into your customer account
- Click on the section "My orders"
- Click on "Visualize" to see the order
- Click on "Make a return"
- Fill in the return form
- Only customers from EU member states are eligible to our free return policy.
- The returns can be managed by UPS or DHL services. All returns packages must be transfered and left in one of the UPS Acces Point listed on the UPS return label or DHL service point drop off.
If you don’t have a customer account :
Access this link and create your return request by informing your order number, billing last name and email. Once your return request is accepted we will send you a UPS shipping label and the return instructions.
Send an email to firstname.lastname@example.org with your order number and the return reason.
Once your return request is accepted we will send you a UPS shipping label and the return instructions.
The returns are managed by UPS or DHL services. All returns packages must be transfered and left in one of the UPS Acces Point listed on the UPS return label or DHL service point drop off.
Once your package arrives in our warehouse, please allow 3 working days for your return to be processed. During periods of high activity, this delay can be extended up to 7 working days.
Upon verifying that the return conditions have been respected, we proceed to the refund within 10 days after the reception. Please note that the processing time of the refund can vary, depending on your bank. You will receive a confirmation email of the refund.
In order to keep the return process simple and fast, please respect the return conditions as stated below :
The item(s) must be carefully packaged before beign returned.
Returns will only be accepted if the items are returned in perfect condition in their dust bags, with their original packing.
Make sure to take good care of the shoe(s) and to try them on as if you were able to do in store, on a smooth surface (carpet, rug, etc.) that will not mark the soles, often very fragile.
The shoe box is part of the article. The items have to show no signs of having been worn and sent with any accessories they came with (dust bags, additionnal laces, etc...).
Manipulate bags with precaution if you are not sure to keep the item. Please note that dark clothes can bleed on light-colored bags.
The items have to show no signs of having been worned and sent with any accessories they came with (dust bags, mirrors, bag straps,..).
It is only after verifying that these conditions have been satisfied that pierrehardy.com will be able to process the refund of the item(s).
If your order has several items and you want to return more than one, the return must be sent in one package.
If a return is made without a return authorization, the customer remains the owner of the item(s).
These items will be returned to the customer after payment of the delivery costs.
Damaged or worn items will not be accepted back or refunded.
All returns must be shipped from the same delivery address of the original order.
Purchases made in PIERRE HARDY shops or to one of its retailers can’t be exchange or refund from the PIERREHARDY.COM website.