Frequently asked questions - FAQs
Questions about my order
If any problem arises during the purchase process, do not hesitate to contact us via e-mail writing to firstname.lastname@example.org or calling us at 91 819 54 13 from Monday to Friday on working days* from 10:00 to 14 :30 hours. * Understanding working days, from Monday to Friday, not holidays. We are here to help you.
If your order was successful, we will send you an email confirming your purchase. If you do not receive this email in a maximum of 24 hours from when you made your purchase, contact us via e-mail or telephone at email@example.com or by calling us at 91 819 54 13 from Monday to Friday (working days) from 10:00 to 14:30 hours. Emails received on holidays will be answered on the first business day.
To know the status of your order, you just have to access your customer account in the section ‘My orders'. In that section, you will be informed about the status of your order in real time. Likewise, we will send you an email when your order has been shipped so that you know where your purchase is at all times. If you do not know or cannot access your account, see the FAQ section of "Questions about my data and my customer account"
When your order has been shipped, we will send you an email with the tracking information of your order, so you would be able to know where your ByPEPPAS are at all times.
You can cancel or modify the details of your order whenever you want. To do this you must write us to: firstname.lastname@example.org or call us at 91 819 54 13 from Monday to Friday on working days between 10:00 and 14:30. If you want to cancel your order and it has already been shipped, we will refund your full amount, excluding shipping costs. If you want to change the delivery address and your order has already been shipped, delivery may be postponed between 24 and 48 hours.
If you do not receive your purchase confirmation email 24 hours after you made it, it is probably stored in your junk or SPAM folder. If it is not in those folders, there may have been some technical incident when processing your order; call us at 91 819 54 13 from Monday to Friday, working days between 10:00 and 14:30 or write to: email@example.com, we will solve it!
You can request the invoice of your order whenever you want. To do this you must write us to: firstname.lastname@example.org or call us at 91 819 54 13 from Monday to Friday, working hours between 10:00 and 14:30 hours, indicate the billing information and we will send you by email the invoice of your purchase.
Pre-booking products are identified with a label, so you can easily locate them. In addition, in the description of the products we also indicate if they are in pre-booking format.
It works just like a normal purchase, but with one exception. Order will be shipped when we receive it from the factory. Process can take 3 to 5 weeks.
Yes, as a normal order. You are making a purchase, which will be shipped as soon as we receive it from the factory.
We ship orders as soon as they arrive at the factory. The process can take between 3 to 5 weeks. But the period depends on our manufacturers. We do everything we can to speed up manufacturing processes, but our priority is quality. We will send you an email as soon as your order has been shipped.
Shippings and returns to Europe questions
In our shipping and returns section, which you can find by clicking here, we show you all the countries where we ship orders. We are working to expand delivery countries.
In our shipping and returns section, which you can find by clicking here, we show you the shipping cost of all the countries in Europe where we ship. Remember that for orders whose amount is equal to or greater than € 150, shipping costs are free.
Depending on the country of destination, delivery time of your order may vary. Normally all orders arrive within 4-7 business days. Remember that, in promotional periods such as Sales or Black Friday, delivery times may be slightly affected.
Yes, in our shipping and returns section that you can find by clicking here, we will tell you the procedure you must follow to make a return from an European country.
It depends on the transport company you choose for your return. Customers who wishes to make a return will assume return costs. You can find more information about the entire return procedure in our shipping and returns section, which you can find here
To make a change in size or model you must follow the procedure to do a return, and make a new purchase with the size or model you want.
Products and stock questions
This rarely occurs. We do such great efforts to keep out stock updated in real time, but some technical incident may occur that does not ensure 100% availability of the purchased products. If your order is out of stock, we will notify you as soon as possible, and we will refund the full amount of your purchase immediately.
You can add the ByPEPPAS that you most like in the wish list and buy them later. It is very useful to store various products, so when you want to find them, you can go directly to those pages.
Refunds and returns questions>
You can request your return within a maximum period of 14 calendar days from the moment that you received your order. To request any change or return, you must write to email@example.com. Products must be in perfect condition with their label and purchase receipt, and in their original packaging. If you have any questions, remember that you can call us to 91 819 54 13 from Monday to Friday, working hours between 10:00 and 14:30.
Yes, you can, and using this way, you save return costs. You can return your order at any ByPEPPAS store. You can check our stores here. ByPEPPAS STORES. Remember that the amount of the return will be refund through the same mean of payment used when you made the purchase, and not at the physical store where you returned the package. Remember that product-shipping costs are not refundable, even if you use this return method.
YES! In addition, first size change of your order is free. You can request a first change of size without cost, we collect the one that is not suitable and deliver the size change at the same moment during the shipping; But keep in mind that we only make size changes for products of the same price or a higher price. Only valid in Peninsula, Balearic Islands and Portugal. Remember that you must write to us at firstname.lastname@example.org to request any change or return.
Returns in our stores
Amount refund Size or model change.
This service I only available for Spain and Portugal
To proceed with a change or return you must write to email@example.com. Refunds are not accepted for products purchased as promotion of the week or Special Price.
Changes of size or model are allowed, but not free of charge, if not using the return service specified in our shipping and returns website section.
We answer all return requests within 48 hours on business days. If you do not receive a response to your e-mail, you can call us and we will help you.
You will receive an email confirming the refund of your return once we have received the product and check that it is fine. We normally make all refunds within 24/72 business days from the day we receive the return of the package, but this period may take up to 14 calendar days. The credit time in your account will depend on your bank. We will refund the total amount of the product. Remember that we do not refund shipping costs.
You will receive an email confirming the refund of your return once we have received the product and checked that is fine. We normally make all refunds within 24/72 business days from the day we receive the return of the package, but this period may take up to 14 calendar days. The credit time in your account will depend on your bank. We will refund the total amount of the product. Remember that we do not refund shipping costs.
Only if your order does not have its original packaging, or that it is not in perfect condition, without any use. On the other hand, if you request a return after deadline, it can be rejected. Refunds are not accepted on products purchased at the promotion of the week or Special Price. Changes of size or model are allowed, but not free of charge, if not using the return service specified in our shipping and returns website section.
For security reasons, we cannot make refunds for payment methods other than those used at the time of the purchase.
We accept payment by Visa or Mastercard, and payment by Paypal. For security reasons, cash on delivery or bank transfer are not accepted.
Your purchase would always be charged immediately at the time of completing your order on the website. If your bank does not reflect the charge on your bank statement, it is very likely that your purchase has not been successfully completed.
Promotions are not cumulatives. Only one coupon can be used per order.
Questions about my account
It is very easy to sign up as a client at ByPEPPAS. In the upper right corner of the page, you will see “Login” option. If you press, it will open the sign up page, where you will find two sections: one to enter your customer data if you are already registered and access your account, and another option for new customers. If you are a new client, all you have to do to register is enter the e-mail you want and the password to access your account. We will send you an e-mail with your customer information when your registration has been successful. If it is the first time you buy, you can also register during the purchase process entering your shipping information, your e-mail and your password. For future purchases you just have to enter your customer information.
At the bottom of the page, in the footer, you will find a section indicating "Receive all our UPDATES, NEWS and PROMOTIONS"
You just have to enter the email you want us to send you all our news, and that's it. That easy.
Do not worry, if you forgot your password, you only have to access the "Login" section at the top right of the screen, press "Forgot my password" and we will send you a new password to the email that you registered for the first time.
If when you click on 'I forgot my password' you do not receive a new one, do not worry, we will solve it. Write us an e-mail telling us the issue to firstname.lastname@example.org or call us to 91 819 54 13 from Monday to Friday, working days from 10:00 to 14:30 hours
To change your customer data, access to your account, and click on "my personal data" section. There, you would be able to add a new address or change the stored one. If you have questions about how to access your customer account, see the first question in this section.
You can unsubscribe from our newsletter by clicking on the link at the bottom of all our emails, where it indicates “I want to unsubscribe”. We will delete your data from our database.