FREQUENTLY ASKED QUESTIONS.

I have received an order and I want to process a return or size exchange, how can I proceed?

You can make your return online in your order history:

  1. My account 2. History and details of my orders.

In the order history you must select the option "Return products" in the order you wish to return.

If you need help to process it you can send us an email to our email address [email protected], or if you prefer, call us on 965360915 from Monday to Friday from 10:00 to 18:00. In summer the telephone timetable may be subject to change.

Peninsula:

We send the courier to the address you specify in the time zone indicated. This service has a cost of 3,90€. Or if you prefer, we can send a label to your email so that you can process the return at a post office, and in that case it would be free for items over 9,95€.

Portugal:

We send the courier to the address you specify in the time zone indicated. This service has a cost of 3,90€.

Balearic Islands:

We send the courier to the address you specify in the time zone indicated. There is a charge of €5.00 for this service.

If you live in mainland Spain or Portugal you can opt for aexchangeOf items with the courier. To do this you can contact us on 965360915.

The Canary Islands: the return shall be at the customer's expense.

Other countries:10€. You must request the label from our customer service department and you will be able to return it to the nearest point. Or if you prefer, you can return it yourself.

How can I check the status of my order?

You can log in to your Pianno 39 username to view your pending order history. MY ACCOUNT > My orders.

While the order is in our facilities the status is "Preparation in progress" or "Payment accepted", depending on the method of payment.

When the order is in "Pending items" the order is being handled by the shipping department.

Our current delivery time is approx. 2/6 working days, unless we have a stock problem.

In the Canary Islands, USA and Mexico the order can be delayed up to 15 days.

How long does delivery take?

Our current delivery time is approx. 2/6 working days, unless we have a stock problem.

When the order leaves our facilities we send you an email to inform you of the shipment. From that email the transport takes 24/48 hours approximately. Outside Spain the transport takes 48/72 hours.

If you have any problems with the transport agency, please contact us directly on 965360915 from 10:00 to 18:00 and we will arrange a new delivery.

In the Canary Islands, USA and Mexico the order can take up to 15 days.

I would like to make an enquiry about my order, how should I proceed?

Write us an email to [email protected] and we will contact you as soon as possible.

How much are the shipping costs?

Shipping costs Spain (including Canary Islands) and Portugal :

-Free shipping on purchases over 35€.

-Shipping costs of €3.90 for purchases of €35 or less

- Shipping costs Balearic Islands:

-FREE shipping for purchases over 50€.

-Shipping costs of 5€ for purchases of 50€ or less

- Shipping costs Italy, UK and France :FREE shipping for purchases over 90€. 10€ shipping costs for purchases equal to or less than 90€

-Shipping costs forGermany, the Netherlands, Austria, Belgium, Sweden, Romania, the Netherlands, Poland and Luxembourg: €12 regardless of the amount of the purchase.

-Shipping costs for the USA,Andorra, Brazil, Finland, Iceland, Gibraltar, Israel, Morocco and Turkey30€ regardless of the amount of the purchase.

-Shipping costs for Mexico,Algeria, Gibraltar, Canada, Hungary:35€ regardless of the amount of the purchase.

- Shipping costs forAustralia, Chile, Colombia, New Zealand: €45 regardless of the amount of the purchase.

If your order is destined for a country outside the European Union, it may be subject to tariffs, taxes or other charges due to local or customs laws.

The buyer shall bear all customs charges associated with the importation of the product.

For customs reasons, the order may also be delayed.

What are the payment methods?

Payment methods for Spain (including Islands) :

* Credit / Debit Card

* Paypal. Payment through the Paypal platform involves a surcharge of €1.5 per order.

* Counterpayment (You can pay conveniently when you receive your order at home. This method of payment has an additional cost of 1€ per order as a handling fee. This payment method is excluded from the Canary Islands.

* Aplazame: pay any amount of your purchases in easy instalments up to 36 instalments. If your purchase is over €50, pay over 4 months interest-free.

* Bizum

* Scalapay: pay your purchase in 3 interest-free instalments.

Payment methods Portugal and Italy: credit card, paypal (€1.50 surcharge), scalapay and cash on delivery (€1 surcharge in Portugal). Cash on delivery in Italy has a surcharge of 7€

Payment methods France and Germany: paypal (surcharge 1,50€), credit card and scalapay.

Payment methods for other countries: redsys and paypal.

How can I cancel an order?

You can cancel your order online in your order history:

1. My account -> 2. History and details of my orders.

In the order history you must select the option "Cancel order" in the order you wish to cancel.

In the event that the order is paid for, we will proceed to refund the amount in the same method in which you made the payment.

If you need help call us on 965360915 from 10:00 to 18:00 or send us an email to [email protected] and we manage it on the spot.

How can I change my address within an order?

You can change your address via the website in your order history:

1. My account -> 2. My addresses.

In my addresses you must delete all the incorrect addresses and leave only one of them. In the only address you have pending, you must select the option "my addresses" and enter the correct address.

If you need help call us on 965360915 from 10:00 to 18:00 or send us an email to [email protected] and we will arrange it on the spot.

Which countries do you ship to?

Spain, Portugal, France, Italy, Germany,Netherlands, Austria, Belgium, Romania, Netherlands, Poland, Luxembourg, Mexico and USA.

If I receive a defective item, what should I do?

Send us a photo of the defect to [email protected] and as soon as possible we will contact you to solve it.

You can also call us at 965360915 from 10:00 to 18:00, or contact us by whatsapp at 652868114