Shopping guides

There are several payment options available to you. We accept all major credit and debit cards (Visa, MasterCard, Discover, Diners, American Express), or if you prefer, you can pay using PayPal. If you are more of an Apple person, your operating system is iOS, your browser is Safari and you have a Wallet, you can pay with Apple Pay in a very quick and easy way. We at Pikolinos.com take security very seriously, so your data will be 100% protected with us. During the checkout process we will try to avoid any problems, but if you do have any issues, please get in contact with us so we can help you at info@pikolinos.com.

In some northern European countries we also accept other methods of payment such as Sofort, iDeal, Lastschrift or GiroPay. At the end of your purchase you’ll be able to select the payment methods available in your country.

PSD2 regulation: To finalize your purchase and for security reasons, your bank may ask you to verify your purchase in different ways (via SMS, a notification on your mobile phone or other methods). In case of doubt, please contact your bank.

For added security, the Pikolinos online store never has access to any confidential information relating to the method of payment. This is why your bank details will be required for every new order you place on our online store.

Pikolinos is aware of the existence of fraudulent websites. Please look out for fake or fraudulent websites. Follow these steps:

- Keep in mind that the only authentic Pikolinos websites begin with the URL: https://www.pikolinos.com/.

- Never trust suspiciously excessive discounts.

- Any discounts offered by the brand will always be made clear on our home page.

- Our website will always show our contact information, and we would love to hear from you by email at info@pikolinos.com or by phone for free on +34 900 844 898.

- We always announce all our promotions on our official social media profiles: @Pikolinos_shoes.

- The image on the website or the ad may not coincide with the brand image you are used to.

If you find a fraudulent website, please don’t try to buy anything. Just take a screenshot of the website and contact us at info@pikolinos.com or by phone on +34 900 844 898, so we can investigate it. If you have seen a fraudulent ad on social media, report it and block it.

We apologise for what has happened with your purchase. We recommend placing a police report and contacting your bank and/or credit card provider to inform them about what has happened. They will be able to take the appropriate course of action.

We hope that you're happy with your purchases from Pikolinos.com, but if you need to make an exchange or return, you can do so within 30 calendar days of receiving your order.

You’ve got an extra 30 days to exchange or return, free of charge. We’re extending the deadline for purchases made between 10/11/2023 and 31/12/2023. If you're a club member, you’ll have 90 days, and if not, 60 days.

On Pikolinos.com we only accept size exchanges. Go to My Account, select the product you want to exchange in the My Orders section and follow the instructions to exchange your Pikolinos for a different size.

If you need to exchange the design model or the colour or one-size products, you should process a return and make a new purchase of the product you want.

There is no charge for returns but if your order included shipping charges, they will not be refunded.

If your exchange is due to a quality issue, please contact info@pikolinos.com and we'll help you.

To make an exchange of a product purchased on Pikolinos.com you need to access your user account and select the product you want to exchange. Click here to access My Account.

In My Orders, select the product you want to exchange by clicking on EXCHANGE ORDER. Then select the new size you need, indicate a reason if you think it's appropriate, confirm your shipping information and follow the instructions to process your return. As soon as we receive your returned item, we'll start the process of sending you the new size so you can enjoy all the comfort of our designs.

Remember that all online product exchanges must be processed through Pikolinos.com. At the moment it's not possible to exchange your items at physical points of sale.

There are no limits for exchanges in our online store. You can make as many exchanges as you like of the same design by following the exchange and return instructions.

If we don't receive the return within a maximum of 30 days from the exchange request made from your account in Pikolinos.com, we'll cancel the stock reservation and delete the request you sent.

We'll ship your new size as soon as we receive the returned item in our Logistics Centre. You'll get an email with all the information about your order once it leaves our facilities so you can track its progress.

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

Returns of products purchased from Pikolinos.com are free, as long as they take place within 30 calendar days from the date of receipt of the order.

Remember to request a refund for your order through your account at Pikolinos.com.

Size exchanges for products purchased on Pikolinos.com are free of charge, provided they're made within 30 calendar days from the date you received the order.

Remember you need to request the exchange of your purchase through your account on Pikolinos.com.

Exchanges on Pikolinos.com never involve a financial transaction. Size exchanges will be made regardless of the price that appears in our online store, respecting the original price of the order.

In the event of the return of a previously exchanged product, you'll receive a refund for the original amount, regardless of the cost €0.00 that appears in the order exchange information in your account.

To be able to accept an exchange or return, it's imperative that the product to be returned is in perfect condition, that it has not been used or damaged and that it's still in its original box.

Exchanges of online purchases are not accepted at official Pikolinos points of sale. Any size exchanges must be made through your account on Pikolinos.com.

In our stores, the team can help you process the return online and, if you wish, you can make a new purchase in our store depending on the stock available at that point of sale.

Returns of purchases made online are accepted at official Pikolinos points of sale (except for stores in Ponferrada and Palma de Mallorca-Av. Jaime II). All you have to do is find your nearest store and take your Pikolinos and your order number to make your return and receive your refund. Find your nearest store here.

As soon as we receive the item and check it’s in perfect condition, we'll proceed with sending you the new size. You'll get an email with all the information about your new order so you can make your mark on the world with all the comfort of your new Pikolinos.

As soon as we receive the item and check it's in perfect condition, we will refund the full amount your credit card or whichever other payment method you used. This payment will be made according to the terms and conditions of your bank.

Your Pikolinos.com account allows us to have the necessary data to process your order. You can edit these details from your account or request their removal by sending an email to info@pikolinos.com. You can also use your account to track your orders and returns, update your details, etc.

On the main page of our website, at the top next to the search bar, you’ll find “My Account”. If you've already signed up to Pikolinos.com you just have to enter your email and password. If you're a new customer, select “I'm not a customer yet”, click “Create account”, fill in the form and select “Send”.

No, it is not necessary. You can place the order without creating an account, and once you have made the payment for your purchase you can create a new account at Pikolinos.com, if you wish.

There are loads of advantages for registering at Pikolinos.com. For example, once you register, you do not need to fill in your shipping information every time you place an order. You can also save your favourite items in the Favourites section.

All our products have a three-year warranty* from their date of purchase against any manufacturing defect certified by our Quality Department. Please bear in mind that our product warranty does not cover any damage caused by improper use. In addition Pikolinos will not accept complaints concerning products previously handled or repaired by the customer.

Once the incident has been processed by our Customer Experience team, Pikolinos’ Quality Department will review the damaged item and our specialists will decide whether to repair or replace it depending on how it is damaged. If we have to give a refund we will need your bank account number.

Remember that it is very important to always keep your receipt or proof of purchase so we can give you the best solution.

According to the current legislation, Pikolinos agrees to evaluate all the possible quality defects in the production process. However, Pikolinos will proceed differently depending on the sale channel used (by the customer) to purchase the product.

*Important note: Please, notice that according to the General Law for the defense of consumers and users, this update established by article. 16.7 of the Royal Decree-Act 7/2021 from 27 April, will entry into force from 1 January 2022. Consequentlly, all products purchased before 2022 will have a 2 years guarantee period against either materials or manufacturing process.

The leather we use for Pikolinos shoes are of the highest quality calfskin. The exclusive treatment of the leather, using natural products and waxes, is carried out at Pies Cuadrados, a Pikolinos Group company specialized in tanning. Our leathers do not have any kinds of resins or protective plastic films. As a result, we get a leather that preserves its pores intact, allowing the foot to breathe more easily.

If you want to get to know all the types of leather used by Pikolinos, visit Pikolinos Care and discover more about the leather of your shoes.

Pikolinos enjoys an unmistakable personality: their handcrafted manufacture, with hand-sewn stitching and natural, soft, resistant leathers mean comfort, alongside the exclusive designs and characteristic colours that are the essence of the brand. Another factor that reinforces the Pikolinos identity is the manner of stitching at the soles in many of the models. This method means that the shoe leather is more flexible and adapts better to the foot of each person, achieving maximum comfort.

Due to the exclusive treatment of the leather, with natural products and waxes, we advise that you avoid exposing your Pikolinos shoes to water. If your Pikolinos have got wet in the rain, we advise you to place newspaper inside the shoe to absorb moisture, then subsequently allow them to dry in the shade, so that the shoe regains its flexibility and natural appearance. It is important not to expose the shoe to sources of heat, as these will dry out the leather leaving it hard and stiff.

When saving your shoes for the next season, we recommend storing them suitably in the original box, in a dry place with paper inside the shoes to prevent the leather from becoming deformed.

To clean and care for your Pikolinos perfectly, the first thing you have to do is identify the type of leather your model is made from. To do so, visit our Pikolinos Care website and enter the reference for your Pikolinos shoes. There you’ll find all the tips for caring for your shoes and keeping them as good as new for a very long time. Go to Pikolinos Care

If you bought the item in our online store and you want to resolve a problem with your Pikolinos, please contact our Customer Experience team by emailing info@pikolinos.com or calling freephone 08000843680. They will handle the incident by examining the problem and dealing with it in the way that’s best and most convenient for you.

If you bought the item in any of our shops, you should report the incident at any Pikolinos point of sale. There our colleagues will examine the problem and in all probability will be able to give you an immediate solution. If the product you purchased needs to be evaluated or repaired, our colleagues will send it to Pikolinos’ headquarters in Elche where our Quality team will review the incident and decide whether repair or replacement of the item is the best solution.

Remember we need as much information as possible to handle your incident so you will have to take your receipt or proof of purchase for the item to the shop. This is because all our products have a two-year warranty for quality problems from their date of purchase.

If you purchased your Pikolinos at a multi-brand point of sale and you have a quality incident, you need to take the item to the shop along with your proof of purchase. If the shop is unable to give you an immediate solution, they will send the damaged item to our headquarters so the Pikolinos Quality team can examine it and decide on the best solution for you.

Remember we need as much information as possible to handle your incident so you will have to take your receipt or proof of purchase for the item to the shop. This is because all our products have a two-year warranty for quality problems from their date of purchase.

If you bought your Pikolinos when you were in a country other than the one you usually live in and you want to change, return or sort out an incident with your Pikolinos, please email info@pikolinos.com and our Customer Experience team will find the best solution for your problem. Bear in mind that we cannot handle exchanges, returns or incidents with items if you are in a country other than the one where you bought them. However, each case is different and we are committed to offering you the most convenient option, so we will examine your particular situation to try to help you.