Refund policy

Returns and right of withdrawal

Right of withdrawal

Under the Italian Consumer Code (Legislative Decree 206/2005), you have the right to withdraw from your order, without giving any reason, within 14 days of the day on which you, or a third party designated by you, receive the product. For multiple deliveries, the period runs from receipt of the last item.

How to start a return

To exercise your right of withdrawal:

  1. Log in to your customer account and open the return request directly from the order, within 14 days of receiving the goods.
  2. If you do not have an account, send your request using the online withdrawal form, also within 14 days of receipt.
  3. For a free return, open the request within 3 working days of receiving the goods (see "Return costs").

Return authorisation

Once your request is approved, you will receive the return authorisation and the shipping label by email. Please do not send any items before you have received the authorisation: unauthorised returns cannot be accepted.

Return methods

You can return items in two ways:

  • By courier: hand the parcel, with the label you received, to the courier's drop-off point.
  • At our boutique at Via Alessandro Scarlatti 158, Naples, once you have received the return authorisation (see "Returns at our boutique").

Return costs

Your return is completely free if you meet both deadlines:

  • return request within 3 working days of receiving the goods;
  • parcel handed to the courier within 3 working days of receiving the return label.

Beyond these deadlines your right of withdrawal remains valid up to the 14th day from receipt: the only difference is the return shipping cost, which is deducted from your refund:

  • €6.90 for returns from Italy;
  • €14.90 for returns from all other countries.

Returns at our boutique, once authorised, are always free. For faulty goods or shipping errors there is no cost to you.

The risks of transporting returned goods remain with the customer until the parcel is taken over by the authorised courier.

Exchanges

We do not offer exchanges. If you would like a different size or another item, you can use our free return, meeting the deadlines above, and place a new order for the size you want.

Returns at our boutique

Returns at our boutique also require you to open a return request first from your customer account (or via the withdrawal form) and wait for the authorisation. Once authorised, bring the item to our boutique at Via Alessandro Scarlatti 158, Naples: in-store returns are always free. Returns presented without authorisation will be refused.

Inspection and refund

Once your return is received, the product will be inspected and you will receive a confirmation email. The refund will be issued within 14 days to the payment method used for the purchase (credit card, PayPal or bank transfer).

Conditions for accepting returns

To be accepted, returned items must:

  • not have been worn, washed or used;
  • have the security seal intact and not tampered with;
  • still have all their labels, internal and external;
  • be returned in the same condition in which they were received.

Shoes and accessories must be returned in their original box, which is an integral part of the product: it must not be damaged or used as outer packaging. A charge may be applied if the box is damaged.

Faulty goods or shipping errors

For faulty items or shipping errors, follow the standard return procedure and write to us at assistenza@pkbypaskal.it. Paskal S.p.A. reserves the right to request photographic evidence to support your report. In these cases, return and replacement costs are fully covered by us.

Returns not accepted

The return may be refused, or the refund reduced proportionally, in the following cases:

  • security seal removed or tampered with;
  • items used or damaged;
  • missing labels;
  • returns not authorised in advance;
  • shipments made independently without our instructions.

Items excluded from the right of withdrawal

For hygiene reasons, underwear, swimwear, socks and shoe-care products cannot be returned if they are no longer in their original sealed packaging or if the hygiene seal has been removed.

Legal notes

Paskal S.p.A. is not responsible for items sent by the customer by mistake. These conditions are governed by Italian law, the Italian Consumer Code and European distance-selling regulations.

All details are on the Returns & refunds page.