Shopping guides

To place an order on Pikolinos.com, you have to have an account. Your Pikolinos.com account gives us the information we need to process your orders. You can change your information through your account or ask us to delete your account by sending an email to rgpd@pikolinos.com.

Plus, in your account, you can track your orders and returns, update your details, etc. Having a Pikolinos.com account doesn’t mean you are subscribed to our email communications. If you want us to send you special deals and promos, subscribe to our newsletter here. Discover all the advantages of belonging to the Smiling Community.

On our homepage, in the upper right, next to the search function, you’ll see the ‘My Account’ section. If you’ve made an account on Pikolinos.com, just enter your email address and password. If you don’t remember your password, click here to reset it. If you’re a new customer, choose ‘Don’t have an account yet?’ then ‘Create an account’.

Fill in the form and click ‘Create an account’.

On our homepage, in the upper right, next to the search function, you’ll see the ‘My Account’ section. If you’ve made an account on Pikolinos.com, just enter your email address and password. If you don’t remember your password, click on ‘Have you forgotten your password?’. You can reset your password by clicking here to get access to your account.

Yes, you do. To place an order on Pikolinos.com, you have to have an account. If you prefer, you can create it as you place your order.

Log into your Pikolinos.com account to change any of your personal details for future purchases. You can change anything except your email address. If you need to change your email address, you have to create a new account because each email address is associated with a specific account. Remember, in this case, you will lose your order history. To delete an account created by mistake, contact rgpd@pikolinos.com.

No, we only use the details in your account to process your orders. It does not authorise us to send you any commercial communications. If you want to join our club and get the advantages, sign up here.

We offer several payment options. We accept all major credit and debit cards (Visa, Mastercard, Discover, Diners Club, American Express). Or, if you prefer, you can use Apple Pay, PayPal or pay in instalments through Klarna.

In some northern European countries we also accept payment methods like Bizum (in Spain), Sofort, iDeal, Lastschrift and GiroPay. At the end of checkout, you can choose the one available in your country.

The Pikolinos.com team takes security very seriously, so your data is always 100% protected with us. During the payment process, we do everything we can to avoid problems. But if something comes up, please contact us at info@pikolinos.com and we will help you.

PSD2 regulation: To complete your payment, for security reasons, your bank may ask you to verify your purchase one of several ways (SMS, phone notification or other methods). If you have any questions, please contact your bank.

For greater security, the Pikolinos online shop never has access to confidential information regarding payment methods. So, you will have to provide payment details every time you make a purchase through our online shop.

Our partner Klarna is a trusted payment services provider that offers flexible shopping experiences to consumers all over the world.

We have two payment options, depending on the country:

- Instalments: Available in Germany, Austria, Spain, United States, Finland, France, Ireland, Italy, Netherlands, Portugal and United Kingdom.

- Buy now and pay in 30 days: Available in Germany, Austria, Belgium and Netherlands.

1. Add items to your cart.

2. At checkout, choose Klarna.

3. You will be redirected to the Klarna page, where you will follow their instructions.

4. Choose the Klarna payment option that best suits your needs.

5. Enjoy your purchase and the payments will be charged to your card as agreed.

The terms and conditions are on klarna.com

You can contact Klarna whenever you want for more detailed information.

It depends on the sort of products in your order and the payment method. If you used a credit or debit card, or PayPal, you will be charged when you place the order. If you chose to pay in 3 instalments with Klarna, the first payment will be charged when you place your order and the other two 30 and 60 days later, respectively. All of these payments will be made through Klarna and Pikolinos does not handle them.

When placing an order online, you’ll see the option to add your details for invoicing. If you fill in the form, we’ll send you an email with your invoice when your order ships. If you don’t receive the email or need to change something, contact our Customer Care team and we will help you with anything you need.

If you’re from a non-EU country, you can get a VAT refund through the Tax Free system. Contact info@pikolinos.com and our Customer Care team will send you the documents you need. So we can prepare these documents, please make sure your email contains your full name, passport number, country of residence, date of birth, phone number and email address.

Our Customer Care team can help you place your order by phone or in the Pikolinos.com chat. We will process your order, but for security we can’t have access to your credit card details. So, once your order has been processed, we will email you a link for you to make payments using the secure method of your choice (except PayPal).

Pikolinos.com doesn’t accept COD payments, but we do offer several other payment options. We accept all major credit and debit cards (Visa, Mastercard, Discover, Diners Club, American Express). Or, if you prefer, you can use Apple Pay, PayPal or pay in instalments through Klarna.

If you’d rather pay cash, we recommend you find your closest point of sale to discover our collection, try on your favourite Pikolinos and use your preferred payment method.

Pikolinos is aware that there are fake websites. Please, beware of these fake sites impersonating us. Follow these guidelines:

Bear in mind that the only authentic Pikolinos websites start with the URL: www.pikolinos.com

• Never trust very deep discounts.

• Real websites will always show the official contact email address info@pikolinos.com and phone number 900 858 898

• The website or advert may not look like the brand image you normally see.

If you find a fake website, please don’t try to place an order. Take a screenshot of the website and contact us at info@pikolinos.com or 900 858 898 so we can look into it. If you see a fake advert on social media, report and block the user.

We’re sorry to hear that. We recommend you file a report with the police and then contact your bank or credit card company to report it so they can take the appropriate steps.

It’s very easy, here’s how:

- You can donate through the PIKOLINOS website, when placing an order, after you enter your personal details.

- Then choose the amount you want to donate to the Foundation: ONE EURO (€1), TREE EUROS (€3) OR FIVE EUROS (€5). After you choose the amount to donate, you will be redirected to an independent payment gateway to complete the donation.

Learn about what we do and the projects we’ve been part of over the years at www.fundacionjuanperanpikolinos.org

To make sure your shopping experience on Pikolinos.com is quick and easy, our shipping partner will deliver your order to the address you give at checkout.

• Home delivery: choose the address where you want to receive your order. This service is free for orders over €50.

• Pick-up point: Choose where you want to pick it up. We give you a list of the points closest to you. This service is free for orders over €50.

• Pick up in-shop: you can pick up your Pikolinos at your nearest official shop for free.

Pikolinos strives to make your shopping experience comfortable and flexible. So, we cover shipping on any order over €50. For orders under €50, the shipping and handling charge is €5. And we don’t charge you for shipping on returns.

If you choose to pick up your order at a Pikolinos shop, standard shipping is always free.

*If express shipping is available in your country, the extra charge is €14.95. Discover our services here.

If shipping charges apply, they won’t be refunded if you return the item.

Remember, there is no charge for changing sizes on our website, but you won’t get express shipping.

Once your order has been placed, we will send you a confirmation email with your order details. Then, our team will get to work preparing your package so we can ship it to you within the period indicated, depending on the service you chose. When your order is ready, you’ll get an email with the tracking code so you can follow your package.

You can check the delivery times for each transport service here:

Enter your order number and the email address on the order here to track your shipment.

And, if you already have a Pikolinos.com account, you can go to My Orders to see your order details and tracking number.

Of course! Just enter the new address when placing your order. This is a perfect option for sending gifts or receiving your package while on holiday.

Due to customs limitations, we can’t deliver to some regions. However, we have a large network of Pikolinos points of sale around the world. Go to our shop finder to find a store near you.

At Pikolinos.com, we ship all our products around the world. However, due to customs issues or duties, we can’t currently ship orders from our online shop to the Canary Islands, Ceuta or Melilla.

In each of these places, though, we have several multi-brand points of sale where you can find our collections. Find the nearest one using the pikolinos.com shop locator here.

We strive to keep growing every day to be even closer to you. So, we’re sure that little by little we will be able to reach more locations, bringing comfort and happiness to each of our customers, so we can keep leaving our mark on the world.

Get comfortable and if you have any questions, contact us at info@pikolinos.com and we’ll be pleased to help.

To exchange a product purchased on Pikolinos.com, go into your account and choose the product you want to exchange. Click here to go to My Account.

You have 30 calendar days from the time you receive your order to process your exchange. Remember, if you belong to our Smiling Community club, you have 60 days for any exchanges or returns. If you want to get this and many other advantages, join here.

In My Orders, choose the product you want to exchange and click EXCHANGE ORDER. Then, choose the new size you need, the reason for the exchange, confirm your shipping details and follow the instructions to process your return. As soon as we receive the returned item, we will ship the new size so you can comfortably enjoy all our styles. Bear in mind that it can take a few days from the time you ship the return product. Our Customer Care team can help you with any concerns at info@pikolinos.com. Click here for more detailed instructions on exchanging a product on Pikolinos.com.

Remember, any exchanges of products purchased online must be done through Pikolinos.com and you can only exchange for a different size of the same style. It isn’t currently possible to exchange these items in official Pikolinos shops. You can, however, return them and make a new purchase. Our shop staff will be able to help you with anything you need.

There is no limit on exchanges through our online shop. You can exchange the same style as many times as you need, following the exchange and return instructions.

If we don’t receive your returned item within 30 days of requesting the exchange through your Pikolinos.com account, we will cancel the stock reservation and your request.

We will send you the new size as soon as we receive your return order at our logistics centre. You will get an email with all the information on your order once it leaves our warehouse, so you can track it.

If you prefer, you can track your order by entering the details here.

You can exchange items purchased on Pikolinos.com for a different size at no charge, as long as it is done within 30 days of receiving your order.

Remember, you have to request the exchange through your Pikolinos.com account.

There is never any charge for exchanges on Pikolinos.com. You will get the new size regardless of the price listed on our online shop, respecting the original price when it was ordered.

If you return an item that had been exchanged, you will be refunded the original amount paid, even though the exchange price on your account is listed at €0.00.

To accept an exchange or return, it must be received in like-new condition, without being worn or damaged, in the original box.

Pikolinos ships orders in a recycled, reusable box to make your returns easier. Items to return must always be sent in their original packaging inside the shipping box provided with the shipping label under the flap to close the box.

Products purchased online can only be exchanged through Pikolinos.com. It isn’t currently possible to exchange these items in shops. However, you can return your order in official Pikolinos shops and, if you want, purchase a new item subject to stock available at that point of sale.

As soon as we receive the items and check they are in like-new condition, we will send you the new size. You will get an email with all the information on your new order, so you can leave your mark on the world comfortably in your new Pikolinos.

If you don’t love your purchases made on Pikolinos.com and need to return them, you have 30 calendar days from receiving your order to do so. Remember, if you belong to our Smiling Community club, you have 60 days for any exchanges or returns. If you want to get this and many other advantages, join here para desfrutar destas. Click here for more detailed instructions on returning a product on Pikolinos.com.

Returns are free, but if your order was less than €50 and included shipping charges, they will not be refunded.

If the return is due to a quality issue, please contact info@pikolinos.com for help.

You can return items purchased on Pikolinos.com at no charge, as long as it is done within 30 days of receiving your order.

Returns are free, but if your order was less than €50 and included shipping charges, they will not be refunded.

Remember, you have to request the return through your Pikolinos.com account..

To accept an exchange or return, it must be received in like-new condition, without being worn or damaged, in the original box.

Pikolinos ships orders in a recycled, reusable box to make your returns easier. Items to return must always be sent in their original packaging inside the shipping box provided with the shipping label under the flap to close the box.

You can return online purchases at any official Pikolinos point of sale. Just find your nearest shop and take your Pikolinos there with your order number to return them and get your refund. Find your nearest shop here.

As soon as we receive your item and make sure it is in like-new condition, we will send you an email to let you know and refund the amount to your credit card or other payment method used. Remember, when you receive the amount depends on your bank’s conditions.

If your order only had one item, we will return the amount paid so far and cancel the other instalments.

If the order had several items, Klarna will re-calculate the amount pending payment, discounting the price of the item returned, and charge you the new instalments according to the original agreement.

Any orders placed through Pikolinos.com have to be returned through the account that made the order. If you need to return an order you received as a gift, it will be refunded to the card used for the original purchase.

Pikolinos.com refunds are always given to the card used for the original purchase. If you’ve had an issue with your card, contact your bank so they can re-process this payment.

Customers come first for us. We know there are many people who leave their mark on the world with our products and we want to offer special advantages for our most loyal customers. So, we created our Smiling Community, the Pikolinos loyalty club. All members of this community get special advantages. Find out more here.

Click here to learn about all the advantages of being a Smiling Community member.

To join our club, just click here and fill in the form to get all the advantages of the Smiling Community.

We’re sad to hear you don’t want to be part of our club. You can leave by changing your settings in My Account > Newsletter. If you don’t have an account or can’t find this option, please contact Customer Care.

We hope to see you again soon to continue enjoying the advantages of our Smiling Community.

Yes. Right now, being part of the club means getting commercial communications in your inbox, among other advantages. We want you to be the first to find out about our products and take advantage of exclusive deals and promotions.

No, we only use the details in your account to process your orders. It does not authorise us to send you any commercial communications. If you want to join our club and get the advantages, sign up here.

The leather we use for Pikolinos shoes is all top-quality cowhide. The exclusive leather processing, with natural waxes and products, is done by Pies Cuadrados, a company in the Pikolinos group that specialises in leather processing. Our leather doesn’t have any sort of protective resins or plastic coatings. So, our leather maintains its porousness and lets your feet breathe better.

If you want to learn about all the sorts of Pikolinos leather, check out Pikolinos Care and learn about the leather on your shoes.

Given the exclusive leather processing, with natural waxes and products, we recommend you don't get your Pikolinos wet. If your Pikolinos got wet in the rain, we recommend putting newspaper inside to absorb the dampness and then letting them dry in the shade so they will return to their natural look and flexibility. It’s important to keep your shoes away from heat sources, which dry out the leather, making it hard and stiff.

If you need shoes specifically for rain, snow or extreme cold, we recommend choosing one of the styles in the Pikolinos Sympatex line. They are designed with a special membrane that keeps water out and protects your feet from harsh weather.

When you put your shoes away for the season, store them properly in their original box, in a dry spot, and fill the inside with paper so the leather won’t warp.

To clean and care for your Pikolinos, first figure out which sort of leather they are made of. You can do this by going to our Pikolinos Care website, where you will find tips to care for your shoes and keep them looking brand-new for a very long time. Go to Pikolinos Care.

Pikolinos are slightly wider than usual. To find your perfect size in Pikolinos shoes, we recommend you use our size guide here. In the product description for the style you are interested in, you will also find a tool to scan your foot and get a size recommendation.

If you can’t find the size you’re looking for, it unfortunately means we are out of stock at the moment. However, you can ask to be notified when your size is back in stock, look for another option, check back on Pikolinos.com another time, or contact Customer Care to try to find the style you want or discover a similar design.

All our products come with a three-year warranty* from the purchase date, covering any manufacturing defects certified by our Quality department. Please bear in mind that our warranty does not cover damages caused by inappropriate use. Plus, Pikolinos won’t be responsible for products that have been altered or repaired by the customer.

Once our Customer Care team has filed an incident report, the Pikolinos Quality department will review the damaged product and determine the best solution based on the damage. This may be repairing or replacing the item, based on their expert assessment. If they decide to issue a refund, our Customer Care team may ask for your bank account details to process the refund.

Remember, it is very important to keep the receipt or proof of purchase so we can provide the best solution.

According to current law, Pikolinos will review all quality incidents arising from manufacturing issues, however how Pikolinos proceeds will depend on the sales channel where the product was acquired.

*Important note: Please bear in mind that, as per the General Consumer and User Protection Act, this change established in art. 16.7 of Royal Decree-Law 7/2021 of 27 April Ref. BOE-A-2021-6872, went into effect on 1 January 2022. Therefore, there is a two-year warranty on material or manufacturing defects for any products purchased before 2022.

Quality is our top priority, so if you received a product with any quality issues, please contact info@pikolinos.com so we can handle your incident and offer you the best solution.

If you purchased the item through our online shop and want to resolve an issue with your Pikolinos, please contact our Customer Care team at info@pikolinos.com or on our free phone line 900 858 989. We will process the incident and resolve the issue in the way that is most comfortable for you, analysing your problem and proposing the best solution.

If you purchased the item at any of our shops, you have to go back to a Pikolinos point of sale to deal with the issue. There, our colleagues will check the item and probably be able to give you a solution immediately. If the product you purchased needs to be checked or repaired, our colleagues will send it to the central Pikolinos headquarters in Elche, where our team will look it over and determine the best solution, which may be repairing or replacing the product.

Remember, we need to have as much information as possible so we can process the incident. So, you must bring the receipt or proof of purchase into the shop. All our products have a three-year quality warranty for orders placed after January 2022 and a two-year warranty for orders prior to that date.

If you bought your Pikolinos at a multi-brand point of sale and have found a quality issue, please take the shoes and receipt back to the shop where you purchased them. If they can’t provide an immediate solution, they will send the shoes to our central headquarters for the Pikolinos Quality team to review the damage and determine the best solution for the customer.

Remember, we need to have as much information as possible so we can process the incident. So, you must bring the receipt or proof of purchase into the shop. All our products have a three-year warranty for orders placed after January 2022 and a two-year warranty for orders prior to that date.

If you bought your Pikolinos while away from home in a different country and need to exchange, return or report an incident with them, contact info@pikolinos.com and our Customer Care team will find the best solution to your problem. Please bear in mind we can’t handle exchanges, returns or incidents when the customer is somewhere other than the country where the item was purchased, but each case is different and we would like to offer you the most comfortable alternative. So, we will study your specific situation and try to help you.

As the General Law on the Protection of Consumers and Users states, customers must provide proof of purchase in the form of a receipt or bank statement in order to process any issues based on the product purchase date. You can contact info@pikolinos.com info@pikolinos.com and our Customer Care team will do what they can to help you.