How Can We Help?

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

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

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Orders, Shipping & Tracking:

Can I change my delivery address?

If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same. Please contact us urgently by clicking on the link below if you need to change your delivery address. If your order has already shipped, we are unable to intercept packages or change delivery details. If the package is undelivered, it will eventually be returned to us. Please note this is likely to take some time (maybe several weeks). We are unable to process refunds or returns until the items are received back, 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. If you are in the UK, we will also include the tracking number.

Do you deliver overseas?

Yes, we do. We ship all international orders using Royal Mail priority Airmail service. 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 2pm will be sent out the same day. All orders placed after 2pm, 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 1st Class and should arrive within 1-3 working days.

If you selected a Tracked shipping service, your order will be dispatched via either Royal Mail or Parcelforce and a tracking link will be sent on the dispatch confirmation email.

Please note: For Standard shipments, Royal Mail only deem items to be lost after 10 working days, so we’re only able to process replacements for undelivered items after this time.

Non-UK Shipments:

Please ensure that you allow the delivery time indicated for UK and international shipments before contacting us. If you haven’t received your order yet 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 persons lifetime, but the lifetime of your device. For most people who regularly upgrade their iPhone this is every 12 to 24 months. 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 Distance Selling regulations.

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 purchase. 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 or receipt.

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 with 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.

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