Frequently asked questions

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Click on "Consult the size chart" within the product page to view a summary of size conversion tables for various countries. We will also guide you in finding your size by providing a comparison with measurements in centimeters.

If your order has been successfully placed, you will see a message with a summary of the data related to your online purchase. In the following hours, you will receive an email confirming the processing of your order. If you made your online purchase as a registered user, you can also access your personal area and check the status of all your orders.

Yes. If you placed the order online as a registered user, log in to your private area and click on "My Orders" to check the order you want to track. - If the order is "in progress," it means we are preparing the shipment. The preparation time for Standard shipping is approximately 3-5 business days. - If the order is "shipped," click on the tracking number. You will be redirected to the UPS courier page where you can check the shipping status.

If you placed the order online as a non-registered user, you can check the status of your order through the following link: In any case, even for guest purchases, as soon as the UPS courier takes charge of your package, they will send you an email with a link to track the progress of the shipment.


The shipping costs and delivery times* for purchases made on are:
Standard Shipping: cost $20, free for orders over $100. Delivery in 3-5 working days;

* The indicated delivery times are average and may vary during certain periods of the year or in case of a significant increase in online orders (such as Black Friday).
* California is not currently among the US states where orders on can be shipped.

The UPS courier will make a new delivery attempt on the next available working day.

Returns and Refunds

No, it is not possible to exchange a product purchased on the website. However, you can return your purchase by activating the return procedure and receive a refund of the payment made for the purchase, with no additional cost.

No, it is not possible to cancel the order.

Please remember that it is possible to make only one return for each order.
1. If you placed the order as a registered user, access your personal area, click on "My Orders," select the order you want to return, and click on "Return." If you placed the order as a guest, access the area reserved for non-registered users at and proceed with the return request directly from there, selecting the order you want to return and clicking on "Return." In both cases, you will be shown a page where you can choose the products you want to return and confirm the procedure.
2. After you submit the return request, you will receive an email confirming the start of the procedure and containing a commercial document that you will have to print in two copies. This document is mandatory in order to fulfill border controls. One copy must be put inside the box and the other copy must be given to the courier at the time of the pickup of your return.
Please remember that the return request can be made only once and cannot be modified: it will not be possible to put inside the box items that are different from the ones declared in the return request.
3. After completing the return request, prepare your items for shipping by affixing the pre-paid, printed label to the original box (or another, equally sturdy package) so as to cover the original shipping label. You will also have to put inside the box one of the two commercial documents; the second commercial document must be given to the courier at the moment of the pickup of your return.
4. To ship your package, you need to book a collection by contacting our courier UPS. You can schedule pick up by telephone or directly from the website IMPORTANT: print the commercial document and deliver it to the UPS courier.
On the telephone the operator will ask you for the information needed to collect your package, i.e., the address, whether or not you have a return label, and a suitable time for collection, etc.
If you carry out the collection process online at, all you need to do is to complete the form at the following link:
You can also take your package to a UPS Access Point: a full list of points and opening times is available on the UPS website. You will be issued with a receipt containing a tracking code for your shipment and the Access Point number. The UPS site will provide the date on which the package is accepted by the Access Point as well as tracking your parcel until it reaches our warehouse.

Once we receive the package, we will verify that your return has been correctly activated through the portal before the expiration of 30 business days from the delivery, and that the return is in accordance with the declared items. After a positive outcome of these checks, we will proceed with the refund according to the payment method used. IMPORTANT: we do not accept different returns relating to the same order. Customers can only make one return per order.

You have up to 30 days from the receipt of the package to request a return for your online order.

The refund for a return will be processed only after all the checks related to the returned order have been completed and have had a positive outcome. These checks include the return request period, which must be made within 30 days from the receipt of the package, and the conformity of the returned items. After these checks, you will receive an email confirming the acceptance of the return request. Refund methods
For orders paid online with a credit card, the refund will be made by crediting the value of the returned items to the payment method used at the time of purchase. You can expect to see the refund in your account or on your card approximately 5-10 business days after the refund confirmation email.

If your purchase was made using a coupon/discount code, the amount of the discount will not be refunded. The refund will only be related to the difference between the value of the purchase made and the value of the discount you had received.


  • Credit card (Visa, Mastercard, and American Express), free of charge

In our experience, your card may be declined for the following reasons:

  • The payment details provided do not match those on the card. A simple typographical error in one of the fields can cause the transaction to be declined;
  • You have not activated your security code. Some credit cards, to protect you from online fraud, require an additional security code to be entered to confirm the payment. The code is provided by your bank.
  • Your card limit has been exceeded or the card has expired. Your bank can provide you with all the necessary information about your card and payment options.
If you suspect there are other issues, please contact our customer service from this page:

The charge will be made according to the timing set by your provider.

The invoice is automatically requested when ordering and you will receive it via email. At checkout, remember to fill in the fields if you wish to indicate a billing address different from the shipping address.

Yes, all prices shown are inclusive of VAT, just like in our stores.


The PIOMBO Club program is the PIOMBO Fidelity Program; the program is currently available only in store. Consult the Terms & Conditions HERE.


Registering on offers many conveniences:

  • Check current orders and the history of previously placed orders;
  • Initiate a return procedure and check its status;
  • Manage your account and the addresses where you want to receive your purchases;
  • Receive all updates on promotions, news, latest arrivals, and initiatives via newsletter (remember that you only subscribe to the newsletter by giving your consent to the Marketing policy).

Click on the "Sign In" button located at the top right of the website on a computer or in the main menu on a smartphone. Click on "Create account", fill out the form with your data, accept the processing of personal data and click on the "Create account" button. You will receive a summary email with your login details.

No, you can make an online purchase both as a registered user and as a guest.

Log in to your online account and click on "Personal Data". In this section, you will see the data you provided during registration and you can modify or delete them. To proceed with the deletion, click "Request account deletion" and follow the procedure indicated. We remind you that when deleting your account we will delete all your data and order history permanently.

Click on the "Sign In" link located at the top right of the website on a computer or in the main menu on a smartphone. Then click on "Forgot Password". By following the instructions that appear on the screen, you will activate the procedure to create a new password.

By adding a product to the Wishlist, you can create a list of your favorite products. Every time you visit, you can view the list, update the products, and proceed directly to the purchase of your preferred items.

In all PIOMBO newsletters, there is a link at the bottom of the page to unsubscribe directly.


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Customer services

Write to the email or visit this page to check how to contact customer service according to your needs: