FAQS

PRODUCTS

SIGN UP

ORDERS

EXCHANGES AND RETURNS

PAYMENT

ENVIO

OTHERS

GIFTS

PRODUCTS

1. What’s included in the price?
All prices given on the website are inclusive of VAT and other local taxes. However, they do not include postage and packaging costs, details of which are listed separately and which must be accepted by the customer.

2. I’d like to buy an item that’s not available. What should I do?
Items that are no longer in stock at the online store are not normally shown as available for purchase. However, if possible, you should try calling in at a physical store. Find out where the nearest one to you is in the Pedro del Hierro Store section.

3. How can I find something I’ve seen at pedrodelhierro.com in a physical store?
If the size or colour you’re looking for is not available from the online store, you can try and get hold of it at any of our Cortefiel stores. Simply note down the reference number that appears at the end of the product description. With these 7 numbers and the colour and size you can ask any member of our store teams to help you find the item you’re looking for.

4. How can I find an item I’ve spotted in a Pedro del Hierro store on pedrodelhierro.com?
To locate an item at cortefiel.com you should use the search engine that appears at the top right-hand corner of the page to look for an item at spf.com. Simply enter the style number you’ll find on the garment tag. Enter these 7 numbers and click on Search. You can also search for an item using the product categories listed on the left-hand side of the page.

SIGN UP

5. What are the advantages of registering?
Once you’ve registered, you won’t need to enter your delivery details each time you buy something. You’ll also receive regular updates on our exclusive promotions, discounts and lots more besides.

6. How can I register?
Look for the ‘Register’ link at the top left-hand corner. You only have to fill in a few details.

7. I’ve forgotten my password. What should I do?
If you’ve forgotten your password, click on ‘Log in’ and the ‘I’ve forgotten my password’ button. All you’ll have to do is enter your email address and we’ll automatically send you a new link to reset your password.

8. Once I’ve registered, how can I change my details?
Go to ‘My account’. In the personal details section you’ll find the edit details option.

9. I no longer wish to receive information by email. What should I do?
If you no longer wish to receive communications by email from us, simply go to ‘My account’, and then ‘Edit my details’. You should deactivate the checkbox that reads ‘I'd like to receive details of Pedro del Hierro promotions and news via email’ that appears at the bottom of the page.

ORDERS

10. What should I do if I experience any difficulties with my order?
If you can’t find the answer to your problem here, please write our Customer Service Department at online@pedrodelhierro.com.

11. Can I accumulate points with my purchases when I shop online?
It is currently not possible to accumulate points or redeem Club Cortefiel vouchers at our online store. We apologize for this situation.

EXCHANGES AND RETURNS

RETURN AND EXCHANGE DEADLINE NOW EXTENDED UNTIL THE 15th OF JANUARY, 2017.

12. I’m not happy with my order, can I exchange it or get my money back?
Yes, you can return or exchange items provided that they have not been worn and are still in their original packaging and the tags in perfect condition. Follow the instructions given in the section entitled ‘How can I return or exchange an item purchased at pedrodelhierro.com?

13 How can I return or exchange an item I’ve bought at pedrodelhierro.com?
There are different procedures for exchanging, returning items or cancelling an order. Below are details of each one, including their corresponding terms and conditions.

a) Exchanges: when one item is replaced with another.
b) Returns: caused by an item being faulty, showing a defect or incorrect item received.
c) Cancellation: voluntary renounce of an order for any reason.

• Exchanges, returns or cancellations are not permitted for underwear, tights, jewellery items, which have been unsealed, except in the case of fault or defect.
• All items to be exchanged or returned must be properly packaged.
• Items purchased from the Outlet section only accept exchanges, returns or cancellations through the online store.
• Furriery items only accept exchanges, returns or cancellations through the online store.
• Pedro del Hierro Woman items can only be exchanged or returned in the following stores.
• PdH Sport items can only be exchanged or returned in the following stores.
• Pedro del Hierro Man items can only be exchanged or returned in the following stores.
• List of stores which take all exchanges and returns (PdH Woman, PdH Sport and PdH Man).

ORDERS DELIVERED TO SPAIN (mainland Spain and Balearic Islands)
EXCHANGES made through physical or online stores:
- Conditions: Exchanges must be executed within 30 calendar days since the date the order was delivered to the customer.
- Cost: Exchanges are free of charge for the customer.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to exchange.
     - Online store: contact our Customer Service Department on 901 36 30 43 or at online@pedrodelhierro.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RETURNS (due to fault or defect) made through physical or online stores:
- Conditions: The procedure must be completed according to the point 8 from these General Terms and Conditions of Purchase.
- Cost: Returns are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase) within 14 calendar days since the date it was informed of the return request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 43 or at online@pedrodelhierro.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RIGHT OF CANCELLATION made through physical or online stores:
- Conditions: You have the right to cancel your order for any reason within 14 calendar days after you received the order.
- Cost: Cancellations are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase) within 14 calendar days since the date it was informed of the cancellation request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 43 or at online@pedrodelhierro.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

ORDERS DELIVERED TO CANARY ISLANDS, CEUTA AND MELILLA
EXCHANGES made through physical stores:
- Conditions: Exchanges made through the online store are not permitted. Exchanges must be executed within 30 calendar days since the date the order was delivered to the customer.
- Cost: Exchanges are free of charge for the customer.
- Procedure: Visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to exchange.

RETURNS (due to fault or defect) made through physical or online stores:
- Conditions: The procedure must be completed according to the point 8 from these General Terms and Conditions of Purchase.
- Cost: Returns are free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase and customs duties) within 14 calendar days since the date it was informed of the return request. The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: contact our Customer Service Department on 901 36 30 43 or at online@pedrodelhierro.com and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

RIGHT OF CANCELLATION made through physical or online stores:
- Conditions: You have the right to cancel your order for any reason within 14 calendar days after you received the order.
- Cost:
     - Physical stores: free of charge for the customer. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase but excluding customs duties) within 14 calendar days since the date it was informed of the cancellation request.
     - Online store: the cost of shipping items back to Cortefiel is payable by the customer as well as any custom duty cost in which the shipment might incur. Cortefiel shall refund the customer the corresponding amount (including shipping costs from the original purchase but excluding customs duties) within 14 calendar days since the date it was informed of the cancellation request.
The refund will be made via the same method used for payment. However, Cortefiel might hold the refund until items have been received, or until the customer sends to Cortefiel a proof of delivery, whichever occurs first.
- Procedure:
     - Physical stores: visit one of our stores taking with you the original receipt (enclosed in the order) and the product you would like to return.
     - Online store: send all unwanted items to: ALMACÉN GRUPO CORTEFIEL Pedro del Hierro (Desistimiento), Paseo del Deleite, s/n, 28300 Aranjuez (Madrid), Spain, via your preferred means of transport (shipping cost payable by the customer as well as customs duties). You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).

14. My order is a gift. Can the receiver return or exchange it if it’s not quite right?
Yes, just like any other order. Please refer to the section entitled ‘How can I return or exchange an item purchased at pedrodelhierro.com?’ in these FAQs.

Gift packages only include a gift receipt. This means that in order to return or exchange items at a physical store, you will have to provide the person who received the gift with the original receipt. This ticket can be downloaded at the "My Account"

PAYMENT

15. How can I pay for my purchases?
To pay for your purchases, you can use your credit card (VISA, MasterCard, American Express) or debit card (4B or 4B Maestro), as well as PayPal.

16. When do I have to pay?
Payment must be made when placing the order; no order is definite until payment is made. The amount payable is the total obtained by adding the price of each item and the corresponding postage and packaging costs and deducting the amount corresponding to any promotions that may apply.

Proof of payment for each order will be sent by email and may also be consulted in the section entitled ‘My account > My orders’.

17. My payment was not successful. What should I do?
You should let us know as soon as possible by writting our Customer Service Department at online@pedrodelhierro.com and we’ll soon find out what went wrong.

18. What should I do if I find out my credit card has been used fraudulently?
You should let us know as soon as possible by writting to our Customer Service Department at online@pedrodelhierro.com.

DELIVERY

19. Is it possible that I may not receive an item I have purchased?
Pedro del Hierro informs its customers that the number of items on sale are those estimated to be in stock at the given time; it does not intentionally give higher numbers than those actually in stock.

Pedro del Hierro will do everything in its power to supply all those items ordered by customers. However, it may be possible that in certain cases and due to causes that Pedro del Hierro finds hard to control, such as human errors or IT system incidents, it is unable to provide an item or items ordered by a customer.

If an item is not available after an order has been placed, the user will be duly notified via email or phone. They will be entitled to a partial or full cancellation of this order.

20. How long will it take for my order to arrive?
Deliveries take between 3 and 5 working days* once the purchase has been made.

21. Where will my order be sent to?
To the address you specify, with the exception of Post Office Boxes, or to the Pedro del Hierro store of your choice (only available in Spain and Portugal). In both cases you can track your orders from the ‘My Account’ section.

22. How much will delivery cost me?
Postage and packaging costs will vary in accordance with the total amount of your purchase and the delivery address. In some cases the shipping cost will be absolutely FREE depending on the amount of your purchase.

HOME DELIVERY Shipping cost Delivery time*
Order under 95 € Over 95 €
Spain 5,95 € Free 3-5 days
Order under 40 € 40 € to 70 € Over 70 €
Canary Islands, Ceuta
and Melilla**
11,95 € 5,95 € FREE! 3-5 days
Order under 100€ Over 100€
Portugal 4,95 € FREE! 3-5 days
Order under 100 € 100 € to 150 € Over 150 €
Belgium 9,95 € 5,95 € FREE! 6-8 days
France 9,95 € 5,95 € FREE! 6-8 days
Germany 9,95 € 5,95 € FREE! 6-8 days
Italy 9,95 € 5,95 € FREE! 6-8 days
Luxembourg 9,95 € 5,95 € FREE! 6-8 days
Netherlands 9,95 € 5,95 € FREE! 6-8 days
UK 9,95 € 5,95 € FREE! 6-8 days
Order under 100 € 100 € to 150 € Over 150 €
Denmark 10,95 € 6,95 € FREE! 6-8 days
Finland 10,95 € 6,95 € FREE! 6-8 days
Ireland 10,95 € 6,95 € FREE! 6-8 days
Sweden 10,95 € 6,95 € FREE! 6-8 days
Order under 100 € 100 € to 150 € Over 150 €
Austria 11,95 € 7,95 € FREE! 6-8 days
Hungary 11,95 € 7,95 € FREE! 6-8 days
Poland 11,95 € 7,95 € FREE! 6-8 days
Order under 100 € 100 € to 150 € Over 150 €
Bulgaria 12,95 € 8,95 € FREE! 6-8 days
Slovenia 12,95 € 8,95 € FREE! 6-8 days


**In the case of items shipped to the Canary Islands, Ceuta or Melilla, customers are liable for the customs duties applicable on receipt of the order (these costs vary according to package weight).

STORE DELIVERY Shipping cost Delivery time*
Order under 95 € Over 95 €
Spain** 1,00 € FREE! 3-5 days
Order under 100 € Over 100 €
Portugal 1,95 € FREE! 3-5 days


**Orders cannot be shipped to stores in the Canary Islands, Ceuta or Melilla.

*Working days. Pedro del Hierro will do its best efforts to meet this deadline, always within the maximum time established in the General Terms and Conditions of Purchase.

23. My order hasn’t arrived. What should I do?
You can track the status of your order by clicking on ‘My Account’. Here you’ll find a section called ‘my orders’, where you can see the status of each. If you have any further queries you can call our Customer Service Department on 901 36 30 43 or write to us at online@pedrodelhierro.com.

24. Will I know beforehand when my order will be arriving?
Our transport provider, SEUR, will send an e-mail one day prior to receiving the order, notifying the recipient of the approximate time of delivery.

25. What happens if I’m out when my order arrives?
SEUR, our carrier, will leave a note saying that they called but there was nobody at home. They will then try to contact you to arrange another delivery time.

Following a second unsuccessful delivery attempt, you must contact SEUR in order to find out what to do.

OTHERS

27. ¿Cómo puedo disfrutar de los descuentos del Club Cortefiel?
To take advantage of Cortefiel Club exclusive discounts and promotions, simply enter your discount code at checkout, in the space provided next to 'Do you have a voucher code?'

28. I have a discount code. When can I use it?
Discount codes should be used at the check out in the shopping bag section. On entering your code, the discount will be automatically applied to your purchases. Remember that some discount codes cannot be accumulated and may cancel out other discounts you were entitled to prior to entering the code.

29. There are still a few things I’m not sure of. Can I contact you?
For any other queries you may have, please write to our Customer Service Department at online@pedrodelhierro.com.

GIFTS

30. My order is a gift. Can I ask for it to be gift-wrapped?
Yes, you can have your gift wrapped and sent directly to the person of your choice. Not only will it arrive gift wrapped, but you can also send a greeting! < br>< br> Select the ‘Gift wrap’ option when entering the delivery details and add the greeting you wish to be included with the gift. < br>< br> Gift packages only include a gift receipt. This means that in order to return or exchange items at a physical Cortefiel store, you will have to provide the person who received the gift with the original receipt.