How Can We Help?

We aim to reply to all enquiries within 1 business day.

Monday - Friday: 9:00 - 17:00 GMT

Email Us: hello@pipetto.co.uk

Orders, Shipping & Tracking:

Can I change my delivery address?

Orders go to our warehouse straight away, so we can only change a delivery address if you contact us within 15 minutes of placing your order — please call our warehouse on +44 (0) 1664 485000. After that, your order will already be on its way and we’re unable to change delivery details or intercept the parcel. If it’s undelivered, it’ll be returned to us, which can take several weeks, and we can only refund once it’s back with us. So please check your details carefully at checkout.

How will I know when my order has been dispatched?

Once we have dispatched your order from our warehouse, we will send you a confirmation email to let you know your product is on its way to you. Your tracking number will be included in that email.

Do you deliver overseas?

Yes, we do. We ship international orders by Royal Mail or FedEx, depending on the country. See our Shipping & Delivery page for details. Please note that duty and import charges are the buyer’s responsibility.

Will I be charged VAT and Import Duties?

These duties & taxes are beyond our control as they are set by the Customs Authority of the destination country/location and depend on a number of factors, such as:

• Country/location of origin of the purchased product
• Local VAT rates
• Local import taxes

It will be your responsibility to pay these charges if and when asked to by your local authorities.

Where is my order?

Orders are processed from Monday to Friday, between 9am-5pm. All orders placed before 3pm will be sent out the same day. All orders placed after 3pm will be sent the next working day.

UK Shipments:

We will always send out a dispatch confirmation email when the item has left our warehouse.

If you selected a Standard shipping service, your order will be sent Royal Mail Tracked 48 and should arrive within 2–3 working days.

If you selected an Express shipping service, your order will be sent Royal Mail Tracked 24 (signed for) and should arrive within 1–2 working days.

Please note: delivery times are Royal Mail’s aims and aren’t guaranteed.

Non-UK Shipments:

Please allow the estimated delivery time shown for your country (these are estimates and aren’t guaranteed) before contacting us. If you haven’t received your order and think it might be missing, please contact us and we’ll be happy to help.

Warranty & Faulty Products:

What does the Pipetto warranty cover?

We offer a Lifetime Warranty for the duration of the use of your case. Lifetime does not mean a person’s lifetime, but the lifetime of your device. For iPad users this is 24 months and at our discretion thereafter. Just as you would expect any other consumer goods, such as a pair of leather shoes or washing machine, things wear out over time.

However, if any product fails to function as intended as a result of component or construction defects we will gladly offer a repair or replacement.

The warranty does not cover any damage caused by misuse or neglect, accidents, normal wear and tear, exposure to extreme temperatures, solvents, acids, water, or damage by common carrier. Due to the nature of the natural materials used in our products, we are unable to offer replacement or repair for the natural wear of materials. We always strive to keep all our customers happy and do so in line with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

How can I make a warranty claim?

Please follow the instructions on our Warranty page.

Returns & Exchanges:

How do I return an item?

We’re happy to accept returns so long as products are returned in original condition (including packaging) within 14 days of receipt. We strongly advise that you obtain proof of postage, for your own cover in case any losses occur.

Please create your return in our returns portal.

When can I expect a refund?

We’ll notify you by e-mail of your refund once we’ve received and processed the returned item. We aim to process all returns within 5–7 days of receipt. Return postage is paid by you, unless the item is faulty or incorrect.

Can I exchange my item?

We are not able to process exchanges. If you’d like a different product, please return your original order and place a new order.

I have received an incorrect or faulty item, what should I do?

This doesn’t happen often but if something has gone awry, please contact us and we’ll be happy to help resolve this as soon as possible for you. We aim to reply to all enquiries within 1 business day.

Can I return my product if I bought it from a retail or another online retailer?

Unfortunately, we can only refund products purchased directly through our website. If you purchased your Pipetto product from a retail store and would like to return it for a refund or exchange, please contact the reseller directly.