Shipping policy
Shipping Costs Italy
- Free for orders of €59 or more
- Poste Italiane pickup point: €4.50 (for orders under €59)
- GLS/Bartolini/Poste Italiane (home delivery): €5.90 (for orders under €59)
- DHL (express delivery): €9.90 (always charged)
Shipping Costs Europe
- Free for orders of €150 or more
- €12 for orders under €150
- Special rates: Switzerland €16, Greece €14, Finland €15
Fulfilment and Delivery Times
Most products are in stock and ready for dispatch. Unless otherwise indicated, orders are handed over to the courier within 24 hours of payment confirmation; however, during periods of increased order volume, processing operations may require slightly longer times.
Orders received from 09:00 on Friday, as well as on Saturday and Sunday, will be processed during the first available working days of the following week, depending on the chronological order of receipt, operational volumes, and product availability.
Delivery times run from the actual shipping date and not from the date the order is placed.
Estimated delivery times for Italy: 1–4 working days from shipment for Central, Northern, and Southern Italy; 2–4 working days from shipment for smaller islands and hard-to-reach areas. Delivery times may be delayed during holiday periods or in the event of exceptional circumstances.
Express delivery via DHL: within 48 hours from shipment, excluding Saturdays, Sundays, public holidays, and islands.
Collection via Poste Italiane (Fermo Posta / Punto Poste): the parcel must be collected within the time limit indicated in the availability notice sent by the courier or by the pickup point operator. After this deadline has expired, the parcel may be returned to the sender in accordance with the terms of the delivery service.
The times indicated are to be understood as estimated delivery times calculated from the shipping date. In any case, unless otherwise agreed, delivery shall take place without undue delay and within the maximum period provided for by applicable law.
Processing and Delivery Times for Pre-Order Products
Pre-order items are available for purchase before they arrive at our warehouse. Each product page indicates an estimated arrival date, which may be subject to change. We regularly update our website to reflect any changes, so we invite you to check periodically to stay informed. Full payment is required at the time of purchase, including shipping costs (free shipping for orders over €59). Pre-order items will be shipped as soon as they become available in our warehouse.
If your order contains multiple pre-order items, they will be shipped together once all items are available.
If you are ordering a combination of pre-order and in-stock items, we recommend placing two separate orders to avoid delays. If you have already placed a pre-order and wish to request an update, a modification, or a partial shipment, please contact our customer service.
Recipient Information and Parcel Collection
The recipient indicated at the time of purchase must be a natural person and must correspond to the person who will actually receive or collect the parcel. Many couriers (including Poste Italiane, DHL Service Point, UPS Access Point, etc.) do not allow collection by third parties, even with written authorization, or only allow it through specific procedures (for example, presentation of a PIN code, recipient’s ID, etc.). Incorrect or incomplete details may cause delivery to fail or the parcel to be returned, with additional costs charged to the customer.
Customer Responsibility
The Customer is responsible for entering all information required for shipping correctly and truthfully, including: the recipient’s first and last name, the delivery address (including street number, locality, hamlet, and any intercom details), the email address for receiving courier notifications, and the phone number for any operational communications.
During shipment, all communications (including tracking, delivery notifications, and address-related issues) will be sent directly by the courier using the details provided at the time of the order.
In the event of storage or failed delivery, PIPI & PUPU may contact the customer to arrange release and/or a new shipment. If delivery is requested to a postal code different from the original one, an additional charge of €4 will apply.
Limitation of Liability and Customer Rights
If a shipment is refused, not collected within the applicable time limits, or returned to the sender for reasons attributable to the customer, such as an incorrect or incomplete address, recipient absence, or failure to collect the parcel from the agreed pickup point, the refund will be issued net of the actual costs incurred for shipping and any return of the goods. PIPI & PUPU shall not be liable for delays exclusively attributable to the courier, without prejudice to the mandatory rights granted to consumers under applicable law. Delivery delays do not automatically entitle the customer to refunds or compensation; however, the consumer’s rights under the law in the event of non-delivery or delay exceeding the agreed time limits remain unaffected.
Any issues relating to delivery, collection, the external condition of the parcel, or logistical problems must be reported promptly to customer service at online@pipipupu.com or through the Contact Us section of the website, so that the necessary checks can be carried out.