FREQUENT QUESTIONS.

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

You can make your return through the web in your order history:

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

Within the order history you must select the option "Return products" in the order in which you wish to process the return.

If you need help to process it, you can send us an email to our email [email protected] , or if you prefer, call us at 965360915 from Monday to Friday from 10:00 a.m. to 6:00 p.m. In summer the telephone hours may be modified.

Peninsula:

We send the courier to the address you indicate us in the indicated time slot. This management 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 indicate us in the indicated time slot. This management has a cost of €3.90.

Balearic Islands:

We send the courier to the address you indicate us in the indicated time slot. This management has a cut of €5.00.

If you live in the Peninsula or Portugal you can opt for an exchange of items with the courier. To carry out this management you can contact us at 965360915.

Italy

We send the courier to the address you indicate us in the indicated time slot. This management has a cost of €7.

How can I check the status of my order?

You can enter your Pianno 39 user to see the history of pending orders. MY ACCOUNT > My orders.

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

When the order is in "Pending Entry of Items" the order is being managed by the shipping department.

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

How long does shipping take?

Our current delivery time is approximately 2/6 business 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 approximately 24/48 hours.

If you have any problems with the transport agency, contact us directly at 965360915 from 10:00 a.m. to 6:00 p.m. and we will arrange a new delivery.

In the Canary Islands and Italy the order can take up to 15 days.

I want to make a query about my order, how should I proceed?

Write us an email at [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 costs for purchases over €35.

-Shipping costs of €3.90 for purchases equal to or less than €35

- Shipping costs Balearic Islands:

-FREE shipping costs for purchases over €50.

-Shipping costs of €3.90 for purchases equal to or less than €50

- Shipping costs Italy :

-FREE shipping costs for purchases over €60.

-Shipping costs of €6 for purchases equal to or less than €60

What are the payment methods ?

Payment methods for Spain (including the Islands):

* Credit / Debit Card

* PayPal. Payment through the Paypal platform implies an additional cost of €1.5 per order.

* Cash on delivery ( You can make the payment comfortably when you receive your order at home. This payment method has an additional cost of €1 per order for management fees. This payment method is excluded from the Canary Islands.

* Defer me: pay any amount of your purchases in easy installments up to 36 installments. If your purchase is over €50, pay over 4 months without interest.

*Bizum

Payment methods Portugal: credit card, paypal (€1.50 surcharge), multibank and cash on delivery (€1 surcharge).

Payment methods Italy: paypal (€1.50 surcharge), credit card and cash on delivery (€4.50 surcharge)

         

How can I cancel an order?

You can cancel your order through the web in your order history:

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

Within the order history you must select the option "Cancel order" in the order in which you wish to process the cancellation.

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

If you need help, call us at 965360915 from 10:00 a.m. to 6:00 p.m. or send us an email to [email protected] and we will manage it right away.

How can I change my address within an order?

You can modify your address through the web in your order history:

1. My account -> 2. My addresses.

Within my addresses you must eliminate all the incorrect ones and leave only one of them. In the only address that you have pending, you must select the option “my addresses” and enter the correct address.

If you need help, call us at 965360915 from 10:00 a.m. to 6:00 p.m. or send us an email to [email protected] and we will manage it right away.

If a defective item arrives, how should I proceed?

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

You can also call us at 965360915 from 10:00 a.m. to 6:00 p.m., or contact us by whatsapp at 652868114