Frequently Asked Questions (FAQ)

Frequently Asked Questions

Do I have to pay for the return? The costs of exchanges and returns are the responsibility of the buyer, except in the case of products that have factory defects or damages, in which case Pilatus Brand will assume the return costs.
How and when will I receive the refund? Once the product has been received and verified at our facilities, the value of the purchased item will be refunded through the same original payment method. Please note that the refund may take up to several business days to appear in your bank account.
Discount codes and refunds: If discount codes have been used when making the purchase, the value of the discount will not be refundable. The cost of the prepaid return label, if used, will be deducted from the total refund.

This detailed policy includes all the conditions and makes it easier for customers to return items to Correos or Citypaq offices, with clear specifications on dimensions, routes and delivery times.

Frequently Asked Questions (FAQ)

Shipping

1. How long does it take for my order to arrive?

• Orders are delivered within 1 to 3 business days for the Iberian Peninsula* and between 2 and 10 business days for other destinations**. These times do not include order preparation time.

2. What time are deliveries made?

• Deliveries are made from Monday to Friday between 9:00 and 19:00 . Deliveries are not made on weekends or on national or regional holidays.

3. Can I receive my order at a post office or hotel?

• No, deliveries are only made to residential or work addresses . We do not deliver to post offices or hotels.

4. What should I do if my order has customs charges?

• Customs charges must be paid upon delivery, if applicable. This may occur on international shipments.

5. How long does shipping take to the Canary Islands?

• Delivery times to the Canary Islands may be extended by 3 to 10 additional days due to customs controls. To speed up the process, please send your ID to info@pilatusbrand.com .

Returns

1. What is the deadline for making a return?

• We accept returns within 30 business days of the purchase date. The product must be unused and in its original packaging.

2. How can I make a return?

• To start the return process, please fill out the form available on our Return Form . You can return your product at any Post Office or at a Citypaq collection point.

3. Is it necessary to print a label to return the product?

• There is no need to print labels. When returning your package to the Post Office, you only need to show the return code on your mobile phone.

4. How long will it take for my refund to arrive?

• The delivery time for returns is 48-72 hours for shipments within mainland Spain, mainland Portugal and the Balearic Islands.

5. What is the cost of return?

• The return costs are:

• Iberian Peninsula : €4.95

• Portugal and Balearic Islands : €6.95

• Canary Islands and other countries : Contact info@pilatusbrand.com for rates.

6. How and when will I receive the refund?

• Once we receive and verify the product, we will refund the value of the purchased item through the same original payment method. This process may take several business days to reflect in your account.

7. Are discount codes refundable?

• If you used a discount code on your purchase, the value of the discount will not be refunded . If you used a prepaid return label, the cost of this will be deducted from the total refund.

Features of shipping and returns

1. What are the maximum dimensions and weight for return packages?

• Dimensions and maximum weight:

• Weight: Up to 30 kg .

• Size: Length + Width + Height = 210 cm , with a maximum of 120 cm for any side.

2. What return routes are available?

• We accept returns on the following routes:

• Peninsular Spain to Peninsular Spain

• Balearic Islands to Balearic Islands

• Balearic Islands to mainland Spain

• Inter-Canary Islands

3. Which return routes are not permitted?

• We do not accept returns on the following routes:

• From Ceuta, Melilla and the Canary Islands to mainland Spain or the Balearic Islands .

• From mainland Spain or the Balearic Islands to Ceuta, Melilla and the Canary Islands .