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FAQ

Topics index

 

Coverage

From where can I buy and what countries does Pisamonas deliver to?

You can buy online at www.pisamonas.co.uk from anywhere in Europe and we make deliveries for free to UK(*),  France, Spain and Portugal.  

We also ship to USA with the following shipping costs: £30.00 for one pair, £39.00 for 2-3 pairs or £55.00 for 4-7 pairs.

For deliveries to any other European countries buying at www.pisamonas.co.uk, specific fees and charges are applicable.

(*) Please note that we do not deliver to the Channel Islands or Isle of Man.

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Privacy

-  What is my Pisamonas account and my private area?

  • Your Pisamonas account, which you obtain when you register, allows us to have the necessary data to process your orders. You have absolute control over your personal data. You can modify them from your account or ask us to delete them sending an e-mail to customerservice@pisamonas.co.uk
  • Registering at our store provides you with the following advantages:
    • Placing orders faster and easier
    • Tracking your orders
    • Viewing your order history, downloading your invoices and checking your discount vouchers
    • Checking and modifying your data
    • Checking and modifying your delivery addresses
    • Modifying your password
    • Becoming a member of Pisamonas Club and benefiting from discounts, giveaways and special advantages we will keep updating.

-  How do I create my account at Pisamonas.es?

Click on LOG IN at the top right of the screen on our home page. Then follow the procedure and fill the in the "CREATE ACCOUNT" form.

-  How can I retrieve my username and password?

If you forgot your password click on "Forgotten Your Password?"

We will automatically send you a new password to your e-mail address.

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Customer care / Queries

- How can I get in touch with you?

Any questions? Any information? Pisamonas's Customer Care service is at your disposal:

Our Customer Care hours are:

- Contact Center: Monday to Friday from 10 am to 15 pm

- Facebook: Monday to Friday from 10 am to 15 pm

 

At Pisamonas we have the best possible program for customer care, so we will summarize how you will be able to get answers to your questions about shoes for babies, toddlers or children, or about your orders:

-          Via e-mail, writing to customerservice@pisamonas.co.uk

-          Through Facebook, writing at www.facebook.com/PisamonasUK

-          In our Frequently Asked Questions section on our web, where you will find immediate answers to the most usual questions: https://www.pisamonas.co.uk/faq

Find us at Pisamonas Customer Care!

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Products and stock

- Where can I find the technical specifications of a product?

Beside each product you will find images of it and a description with details about its features and composition.

- How can I know if a product is available?

The products offered at Pisamonas belong to our stock. However, you may wish to purchase a model that is not available in your size or favourite colour. We only offer on our web the sizes and colours available. If your size or favourite colour are not available, on the right of your screen you will find the option “NOTIFY ME WHEN IT'S BACK IN STOCK”. We will alert you via e-mail when the product you desire is back in stock with your size and colour.

As for the number of units available in stock for each product, this information is not available from our web page, but if you choose a quantity that exceeds our existences you will be notified on an on-screen message reading, THE AMOUNT SELECTED IS NOT IN STOCK. If you still want to proceed with the purchase, try lowering the quantity until you are allowed to carry on.

- What is the selection available at Pisamonas?

Pisamonas proposes a range of renowned brands for your children selected according to their quality, comfort and latest trend, making up a catalogue focused on classic shoes, the ones we all seek for; ballerina flats, moccasins, Mary Janes, chukka boots, flip-flops, sandals... and also accessories like socks, wool tights, bows, belts, backpacks, uniforms... and a host of accessories for kids you will be able to find at our store.

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My order

- How do I place my order?

To place orders through our web www.pisamonas.co.uk you can choose between buying as a registered user introducing your username and password for faster and easier purchases, or buying as a guest without registering, only providing your email and delivery addresses at the time of purchase.

The purchase process is easy and intuitive. You can navigate through our online catalogue, searching the different shoe categories form the categories menu on our online store on the left of the web page while you add the products you wish to buy to your shopping basket (which you can always check from the top right of your screen in desktop or top down in mobile). After you choose the item you want, the quantity, the colour and the size, just click “CHECKOUT” on the “MY BASKET” screen, where you will be able to check what you have added to your purchase so far.

Once you have finished selecting the different products you want to buy, just click CHECKOUT while in the BASKET and the system will guide you through your billing, shipping, payment and order details to complete your PURCHASE. Once you have placed your order you will receive an e-mail with its description and details as well as the personal data you provided to Pisamonas.

If you do not receive the message it might be due to a temporary communications problem on the network or a typo in the email address supplied. In both cases we recommend you contact customerservice@pisamonas.co.uk

The prices on this web page are always in GBP and are inclusive of VAT.

 

- How can I modify or cancel my order?

Through our webpage we cannot modify or cancel the data of a validated order. You will have to contact us to report this issue:customerservice@pisamonas.co.uk

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Payment

- Which are the payment methods?

Choose the payment method under the "Payment Information" section while you order.

  • Credit or debit card (Visa, Visa Electron and MasterCard): Indicate the card number, expiration date and CVV code found on the back. The charge will be done online, this is to say, in real time, through the payment gateway of the corresponding financial entity.

This is the fastest and most comfortable payment method. The details provided by the customer will be hosted on a secure server of Banco Sabadell. Under no circumstance will Pisamonas learn about the customer's bank account or credit card details nor will they be recorded in any database, the purchase process is completely safe.

  • Bank Transfer, with the inconvenience that it takes a few days in being completed.

If you choose to pay by bank transfer, our bank details are:

Banco Sabadell
IBAN ES77 0081 5121 70 0001099311
SWIFT/BIC: BSAB ESBB

Please indicate your order number in the payment reference field for faster identification. Your order will be shipped upon receipt of the bank transfer.

  • PayPal, with a small 3% surcharge charged by the service provider (min. £0.90), for those who prefer to pay by Paypal.

- Is online payment safe?

Make your purchases with no problems at Pisamonas with maximum security guaranteed. Pisamonas puts maximum attention on secure payments online.

To guarantee safety, Pisamonas uses secure payment systems from leading financial entities in e-commerce. To this respect, the confidential data for the payment are transmitted directly and encrypted (SSL) to the corresponding financial entity.

- How can I use my discount voucher from Pisamonas?

  • Follow these steps to use your discount voucher in your next purchase:
  1. Choose your items and include them in your basket as usual
  2. Place the order as usual
  3. Once you have clicked on CHECKOUT you will be directed to the PURCHASE DETAILS page. On this page you will see automatically off your Club Pisamonas discount, accumulated since your last order.  Available just in case your order is over 40£ and you can get a Club discount.
  • If you can’t see the discount automatically applied on your basket, please contact our Customer Service team.  Club Pisamonas discounts must be used within 4 months or promotion will be expired. 
  • This offer does not apply to any other promotion or discounts and depends on the total amount.  E.g., if your current order is over £40 (or £80 and so on.) but one of the following promotions are applied: as Pisacombos or Club Pisamonas savings; your final amount would be reduced to under £40 (o £80, etc.) and your discount for next order too.

- Are the prices inclusive of VAT?

VAT is included in the price of all the articles available at Pisamonas.co.uk.

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Delivery

- How long will it take and how much do I have to pay to receive the order in my house?

Deliveries to UK(*) are always for FREE, for any weight and amount paid, in the Standard Delivery option, which takes from 3 to 4 working days to arrive via courier. Please note  that the order has to be placed before 2pm, otherwise it will be delivered the subsequent day.

You can buy online at Pisamonas from any other European country by just adding your country in your delivery address details -on "My Account" section or when placing your order. Additional shipping costs are as follows:

Europe Zone 1: Ireland, Germany, Austria, Belgium, Italy, Luxembourg, Netherlands

Europe Zone 2: Poland,Czech Republic, Bulgaria, Hungary, Romania, Slovakia and Slovenia

Shipping to USA with the following costs: £30.00 for one pair, £39.00 for 2-3 pairs or £55.00 for 4-7 pairs.

For deliveries to any other European countries buying at www.pisamonas.co.uk, specific fees and charges are applicable.

Depending on the country selected and the ordered quantities, shipping costs may vary: starting from £10 (to Zone 1) and from £20 (to Zone 2).

To France, Spain and Portugal shipping costs are always FREE, but just by buying from their local websites  (pisamonas.fr, pisamonas.es and pisamonas.pt).

(*) Please note that we do not deliver to the Channel Islands or Isle of Man.

We remind you that if the purchase has been paid by bank transfer, the delivery time will always begin after receiving confirmation of payment in the account.

- Is there a way to keep track of my delivery status?

Of course! You will be able to keep track of your delivery at any time by accessing our section Where is my order? and introducing your delivery track number which we will send you via e-mail as soon as your order is processed and on its way.

- What if I am not at home when my delivery arrives?

To avoid delivery problems (incorrect addresses, inability to find someone at home etc.), you must complete the corresponding form correctly, especially the phone number field.

We would also like to let you know that deliveries to PO boxes and deliveries on Saturdays or Sundays, or in bank holidays will not be possible.

If at the time of delivery the customer is not present at the address provided, the carrier company will leave notice indicating the steps to follow to arrange a second attempt at delivery.

- What if I my package arrives damaged or incomplete?

If upon delivery the package has clear signs of damage or if the seal is broken, the customer must demand that the articles are in perfect condition, and if it is not the case the customer must indicate it in the dispatch note of the carrier company and also report it via e-mail to the following address: customerservice@pisamonas.co.uk If upon delivery you notice that there is an item missing from your order, please contact us ASAP sending an e-mail to customerservice@pisamonas.co.uk..

- Can I receive my package in a different address from mine?

Your Pisamonas account allows you to register unlimited delivery addresses. This is ideal if you want to send presents to your friends or receive your package at your holiday site, or even if you want it delivered at your workplace.

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  Exchanges

-  What is the deadline to make an exchange?

The deadline for any exchange is after 30 days from the date of purchase.

-  Can I change my articles?

Of course! If upon receipt of the purchase you are not satisfied, Pisamonas allows you to change the items within 30 days counting from the date of purchase as long as the shoes have not been worn, damaged or altered.

So Pisamonas can not accept exchanges or returns of shoes that are damaged, used, altered our without their original packaging. For hygienic reasons,  no changes or refunds are allowed for bath articles, wool tights, socks, and hair accessories.

- Who is in charge of the size exchange costs?

Pisamonas is in charge of the size exchange costs. You do not have to worry about a thing! Or do you have to pay extra to take a smaller size with you when you try a shoe at our shop and it is too big for you? Buying online you don't have to either! 

- How can I carry out a size exchange?

To start with the size exchange process all you have to do is go to the section Exchanges and Returns, fulfil a request form, and our customer service will take care of it. No fees. No worries. 

We will send a courier, to the address you have previously provided on your order, to collect the unwanted items - unworn and in their original packaging. After that, a few days later, a second courier will deliver the new size or model requested to your address. We would appreciate if you can put the box in a plastic bag for a better protection.

Please note that the estimated delivery time to collect exchanges and returns are 3-4 working days from the reception of the request.

For any further clarifications, we are at your service! clicking on CONTACT

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Returns

- What is the deadline to make an return?

The deadline for any return is within 30 days from the date of purchase.

- Can I return my articles?

If upon receipt of the purchase you are not satisfied, Pisamonas allows you to return, the items within 30 days counting from the date of purchase, as long as the shoes have not been worn, damaged or altered.

So Pisamonas can not accept exchanges or returns of shoes that are damaged, used, altered our without their original packaging. For hygienic reasons, no changes or refunds are allowed for bath articles, wool tights, socks, and hair accessories.

- Who is in charge of the return costs?

Pisamonas will be in charge of the return costs either if the product does not match the size or the model contained in your order, if it is defective or if you are not convinced about the product.

- When and how will I receive my refund?

We will proceed with the refund in no more than 14 working days, or upon receipt of the returned goods or proof of shipment by the customer to our warehouse, whichever is sooner. The money will be credited back to the customer via the chosen payment method for the purchase, either paypal, bank transfer to your account number or by refunding the amount to your credit card.

- How can I carry out a return?

To start with the return process all you have to do is go to the sectionExchanges and Returns, fulfil a request form, and our customer service will take care of it. No fees. No worries. 

In a few days, a courier will collect the unwanted items from your address that have not been worn, washed, altered or damaged – and in their original package. It's that easy!

We will proceed with the refund in no more than 14 working days, or upon receipt of the returned goods or proof of shipment by the customer to our warehouse, whichever is sooner.. The money will be credited back to the customer via the chosen payment method for the purchase, either paypal, bank transfer to your account number or by refunding the amount to your credit card. No additional fees or charges.

For any further clarifications, we are at your service! clicking on CONTACT