Frequent questions


What is the deadline for exercising the right of withdrawal?

You have the right to withdraw from your purchase within 14 days without the need to provide any justification from the date on which you or a third party designated by you takes physical possession of the last purchased good.

How can I communicate my return or refund decision?

You can communicate your decision to withdraw by sending an explicit declaration via email to , or via Whatsapp at +39 3481909763.

What are the costs associated with returning the goods?

The direct costs of returning the goods are your responsibility. Additionally, if you received free shipping on the order you wish to return, the original shipping cost will be deducted from your refund.

How and when will I receive my refund?

Refunds are processed no later than 14 days from the day we are informed of your decision to withdraw, using the same payment method used for the initial transaction, unless otherwise agreed.

What happens if the goods I return are damaged or used?

You are only responsible for the decrease in value of the goods resulting from inappropriate handling.

Damaged or used products will not be refunded and it will be your responsibility to collect them at your expense or they will be disposed of 14 days after receipt.

Can I exercise the withdrawal for any item purchased?

Yes, you can exercise the right of withdrawal for any item purchased, provided that the product has not been damaged or used beyond simple verification of the characteristics and functioning of the item.

How should I prepare the package for return?

Please make sure the item is packaged securely to avoid damage during transit.

It is important that the product is returned in the same condition in which it was received.

Is there a form to fill out for returns?

Yes, to facilitate the return process, we invite you to carefully fill out the return form attached to our communications. You can download the returns form directly from our here.


What shipping options are available on

No, you don't need to. You can make purchases and check out as a guest every time.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

How can I track my order?

After your order has been shipped, you will receive all the instructions necessary to track the package via email.

What happens if I am not present at the time of delivery?

If you are not available at the time of delivery, the courier will leave a notice of attempted delivery and will try to deliver the package in the following two working days.

In case of repeated absence, the package will enter into storage.

Is it possible to pay on delivery?

Certainly! We offer the option of cash on delivery with an additional cost of €4.90 as cash on delivery. This option is only available for shipments to Italy.

What can I do if my package is lost or stolen?

While we are committed to ensuring the safety of your shipment, we decline all responsibility for any theft or loss of packages following specific instructions provided to the courier. We recommend that you contact customer service for assistance in such circumstances.


What payment methods can I use on

You can use various payment options for your purchases on our site, including credit card (Visa, MasterCard, American Express, Visa Electron, Maestro Internazionale, Postepay), PayPal and Afterpay, gift vouchers, or codes to top up your account, also available in cash at selected points of sale.

Can I pay in installments?

Of course, you can pay in 3 convenient installments with Afterpay or PayPal if the option is available on your account.

Are my payment details secure when I shop on the site?

Absolutely yes. We use PayPal and a Secure Socket Layer (SSL) security system to encrypt and protect your payment information, making it impossible for anyone to intercept or manipulate your information during transmission.

Can I pay with my credit card even if it is not issued in the EU?

Yes, we accept international cards, such as Maestro International, as long as they are issued abroad.

Please make sure your billing and delivery address are both inside or outside the EU

How does the refund work in case of return?

In the event of a return, the refund will be made using the same payment method as the original purchase.

This is essential as we do not store your full credit card details due to security regulations.

Is it possible to use multiple payment methods for a single order?

Currently, we do not support the use of multiple payment methods for a single order on our site. You can choose a single payment method to complete your purchase.


How can I create an account on

Creating an account is simple! Go to the homepage of our site and click on "Register" or "My Account" at the top of the page.

Follow the instructions by providing the requested information such as your email address and a secure password. Confirm the details and your account will be ready!

Can I change my account information?

Yes, after logging into your account at , you will have the ability to edit all of your personal information.

Click on "My Account" and then on "Account Settings" to update your information such as shipping address, email, and password.

I forgot my password, how can I reset it?

If you have forgotten your password, go to the login page and click on "Forgot your password?". We'll ask you to enter the email address associated with your account and we'll send you a link to reset your password via email.

Is it safe to save my credit card information on my Pinup account?

Safety is our top priority. Your credit card information is never stored on our servers. We use secure payment processors that encrypt and protect your payment information.

How can I delete my account on

If you wish to cancel your account, please contact our customer support via email at . Our team will guide you through the process and answer any questions you may have about canceling your account.


How can I sign up for the Pinup newsletter?

It's super easy to sign up for our newsletter! Visit our website and you will find the subscription option at the bottom of each page. Enter your email address in the dedicated field and click on "Subscribe". You will receive confirmation of your registration via email.

What kind of content can I expect in the Pinup newsletter?

Our newsletter is full of news and exclusives! You'll receive updates on the latest collections, early access to special sales, personalized style advice, and more, all designed to enrich your fashion experience with Pinup.

Can I unsubscribe from the Pinup newsletter?

Of course, if you no longer wish to receive our newsletter, you can unsubscribe at any time. You will find an unsubscribe link at the bottom of every email you receive from us. By clicking on that link, your membership will be immediately revoked.

Is the Pinup newsletter free?

Yes, subscribing to our newsletter is completely free. It's a great way to stay up to date on the latest trends and offers at no cost.

How can I ensure I receive the Pinup newsletter in my main inbox?

To prevent our emails from ending up in spam, add our newsletter email address to your contact list. Also, please check your inbox filter settings and make sure you have marked our communications as "Not Spam."


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