Hugo Horse Puppet

Shipping costs at a glance

• Italy: €4.50 to a Poste Italiane collection point or €5.90 for home delivery. Free standard shipping from €59.
• DHL Express within Italy: €12.90, always charged.
• Germany: €8.90; free standard shipping from €150.
• Other EU countries served, excluding Greece and Finland: €12; free standard shipping from €150.
• Greece €14 · Finland €15 · Switzerland €16: always charged, including on orders of €150 or more.
• San Marino and Vatican City: €5.90; free standard shipping from €59.

Thresholds apply to the value of products after discounts, excluding shipping. Options available for your items and address appear at checkout. For Switzerland, any import VAT, customs duties and clearance fees are payable by you on arrival.

When will your parcel arrive?

From dispatch: allow approximately 1–4 working days within Italy, or 2–5 for smaller islands and hard-to-reach locations. DHL Express: around 48 hours, excluding Saturdays, Sundays, public holidays and islands. For other European destinations, around 5 working days is a guide for many routes: the country, location and service may mean a longer journey. Contact us for an estimate for your address.

Available items are normally handed to the courier within 24 hours of payment confirmation, on working days; busy periods may take longer. Standard orders received from 09:00 on Friday and over the weekend are processed on the next available working days. For collection points, please collect by the carrier's deadline.

Preorders and cancellations

Preorders are paid in full at checkout. The date on the product page is an estimated warehouse arrival date. Multiple preorder items are shipped together when all are available; we recommend separate orders for available and preorder items. You can cancel an order or preorder for a full refund until the parcel is handed to the courier. To request cancellation, sign in to your customer account, open the order and select the cancellation option, or email online@pipipupu.com. We will confirm the outcome of your request.

Need to return something?

Notify us within 14 days of delivery, then send the items back within 14 days of your notification. Email online@pipipupu.com with your order number; for returns from Italy, you can also use your customer account.

From Italy: our prepaid label costs €7.90, deducted from your refund, including for large or heavy items. We will send instructions for printing the label and dropping off your parcel at the indicated location. From other countries: you arrange and pay for return shipping; we recommend a tracked service.

Return address: PIPI & PUPU, Via Giacomo Matteotti 21B, 73100 Lecce LE, Italy. Pack items securely and keep packaging, accessories and tags. You may try or examine them as you would in a shop; further handling may reduce your refund. Statutory exceptions are explained in the full policy.

We refund returned items to your original payment method without undue delay and within 14 days of your withdrawal notification. We may wait until we receive the items or proof that you have sent them back, whichever comes first. For how your refund is calculated, including delivery charges, see our Returns and Refunds Policy.

If an item is faulty, damaged or incorrect, contact us: we will cover the cost of returning the product.

Prefer an exchange?

Italy only, for clothing and footwear: our courier exchange service costs €7.90, subject to availability. In your account, choose “Request return” and add the size you would like in the notes, or email us. Once confirmed, we will send a link to pay for the service.

The courier delivers your replacement and collects the return at the same time, at your home address. Collection points cannot be used, and there is no label to print. Items for exchange must be unworn, unwashed and have their tags. From other countries, please return the item and place a new order.

For full details and your rights: Shipping · Returns and refunds · Cancellations.