Enjoy Free Worldwide Delivery on orders of £300 or more.

FAQs

Frequently Asked Questions

We hope you will find the answer to your question here. If not please contact our customer service team using one of the following methods:

 

Email:  customerservice@pellaio.com

 

Telephone:   01932 849023   from within the UK or

                   +44 (0)1932 849023   from outside the UK

 

A Consultant will be on hand to assist you from:

 

                                                             Monday to Friday   10am to 6pm

                                                             Saturday   Closed

                                                             Sunday      Closed

                                                             We are closed on Bank Holidays and Christmas Day

 

We respond to all emails within 24 hours. At peak times in the event that you may experience difficulties in getting through to us by telephone, please leave your telephone number with our answering service and we will gladly call you back as soon as possible. 

 

Orders

Account Information

Delivery

Returns

Customer Service

Guarantee

Secure Shopping

Sustainable Sourcing

Product Information and Care

Miscellaneous

Press

 

 

Orders

Q. Why haven’t I received an email confirmation?

A. An automated email confirmation is sent to your email address once your order has been placed and should be received within 30 minutes of placing your order.

If you do not receive this email it may have been caught in your SPAM filter, if you are able to please check your SPAM filter. Alternatively your email address might have been mis-typed, you can check this in your Edit Account Information of your Pellaio Account, if you have set one up.

If a confirmation email has not been received within 24 hours please call our Customer Services on 01932 849023 from within the UK or +44 (0)1932 849023 from outside the UK or email customerservice@pellaio.com

Q. How do I change the address for an order?

A. Deliveries are made to the delivery address that is supplied when the order is placed. We regret we are unable to change a delivery address once the order has been placed.

For further enquiries with regard to this please call Customer Services on 01932 849023 from within the UK or +44 (0)1932 849023 from outside the UK or email us on customerservice@pellaio.com

Q. How can I cancel my order?

A. You can cancel your order up until Customer Services has processed your order. For further enquiries with regard to this please call Customer Services on 01932 849023 from within the UK or +44 (0)1932 849023 from outside the UK or email us on customerservice@pellaio.com

Regrettably, if your order required personalisation and has already been processed we are unable to cancel the order.

Q. Will somebody let me know if my item is unavailable?

A. You will receive an automatic email confirmation of your order but this does not confirm the item is in stock.

In the event that an item you have ordered is delayed or out of stock, a member of Customer Services will contact you and notify you of the "in stock" date. If you do not wish to remain on our waiting list, they will be able to offer you an alternative colour option or design.

If you have any queries regarding your order please contact Customer Services on 01932 849023 from within the UK or +44 (0)1932 849023 from outside the UK or email on customerservice@pellaio.com

Account Information

Q.How do I view my Order History?

A. To view your Order History you must create an account on this website before or during the placing of your order. Once the account is logged in, visit the 'My Account' section for order history details.

If you have not created an account with us, you can do so here.

Q. I have forgotten my password to ‘My Account’?

A. If you have forgotten your password, please Click here.

Alternatively click on the 'Forgotten Password' button on the log in screen within 'My Account', and we will send you an email link for resetting the new password.

If you are having problems logging on then please contact Customer Services on 01932 849023 from within the UK or +44 (0)1932 849023 from outside the UK or email on customerservice@pellaio.com

Q. Why should I register for an account with Pellaio?

A. When you register for an account you will be able to:

  • Track the progress of your orders
  • View your order history
  • Register for Pellaio’s Newsletter to hear about store news, new products, special offers and other promotional announcements.     

Q. How can I unsubscribe from your newsletter

A. Please log in to your account where you will be able to adjust your preferences.

 Delivery

Q. When will my order be delivered?

A. Orders are usually dispatched in 2 working days. Please note that we are not open on Bank Holidays. During busy periods such as Sale time, Valentine’s Day, Mother’s Day, Father’s Day and Christmas period, orders will be dispatched within 3-4 working days.

Q. I missed the courier for my delivery, how do I reschedule?

A. The courier should have left a delivery slip with a tracking number on it. Please telephone the number on the slip, quoting your tracking number to reschedule your delivery.

If you have any further issues, please contact Customer Services on 01932 849023 from within the UK or +44 (0)1932 849023 from outside the UK or email on customerservice@pellaio.com

Q. How can I track my parcel?

A. You can view your order status online and obtain the information to track your delivery. You can do this anytime by logging in to your account.

Currently, your order will show as three possible statuses; In Processing, Dispatched or Cancelled. However, we can provide additional information at any time by telephone or email.

Q. Can my order be delivered today?

A. Unfortunately we cannot do same day delivery, if it is urgent please contact Customer Services on 01932 849023 from within the UK or +44 (0)1932 849023 from outside the UK or email customerservice@pellaio.com

Q. How will you ship my order?

A. All deliveries are made from Pellaio warehouse in the United Kingdom. For orders under £1,000 we use Royal Mail. Carefully selected carriers are used for other orders. All orders are fully insured in transit and require a signature upon delivery.

We use Royal Mail service to deliver the majority of our customer parcels. Please note this applies to delivery addresses in the United Kingdom only.

All parcels dispatched with Royal Mail will be delivered Monday to Friday 9.00am-5.30pm and will require a signature upon delivery. This however will not apply to Bank Holidays. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. In the event no one is available to sign, Royal Mail will leave a card advising that they attempted to deliver your parcel. The card explains why they were unable to deliver, and tells you how to arrange redelivery or collection. Since a signature is required upon delivery, it is not possible to deliver to a PO Box address.

We cannot accept responsibility for parcels that Royal Mail have been unable to deliver, nor parcels which have been left without a signature at your request.

Q. How much does delivery cost?

A.    Delivery cost for orders placed in £ (British Pound Sterling)

Delivery within the United Kingdom

 

Goods Value

Delivery Charge

Up to £299.99

£10

£300.00 and above

Complimentary to one address

 

All UK orders are sent via Royal Mail or courier, and require a signature on delivery.

 

Delivery within the European Union (except the UK)

 

Goods Value

Delivery Charge

Up to £299.99

£15

£300.00 and above

Complimentary to one address

 

Orders are sent via courier, and require a signature on delivery.

 

Delivery to the rest of the World

 

Goods Value

Delivery Charge

Up to £299.99

£25

£300.00 and above

Complimentary to one address


Orders are sent via courier, and require a signature on delivery.

Customs & Duty Charges

Customs and duties charges are not included and remain the responsibility of the recipient when purchasing in Great British Pound (GBP £).

Customs or handling charges that may be charged in the destination country are beyond our control and we are unable to accept any responsibility for these. Any such charges will be required to be settled on receipt of the goods.

Q. Can I specify a delivery date?

A. Unfortunately, we cannot deliver on a specific day, but we do advise that you call customer services if your order is urgent, so we can speed up the process wherever possible.

If your delivery is urgent please contact Customer Services on 01932 849023 from within the UK or +44 (0)1932 849023 from outside the UK or email on customerservice@pellaio.com

 

Returns

Q. Can I return an item after I receive it?

A. Pellaio operates a full, no-quibble 14-day Returns Policy. We hope that you are delighted with your order, however, if for any reason you are not completely satisfied, we are happy to offer a replacement or a refund less the cost of shipping and gift boxes on all goods returned to us within 14 days of delivery provided they are in their original, unused condition. We cannot accept any product back outside of the 14 day policy.

Please note that we cannot accept returned goods that we reasonably believe have been used.

Q. Can I return my product if it has been Personalised?

A. We are unable to offer an exchange or refund on any items that have been personalised.

 Additionally, we regret we are unable to refund shipping costs.

 Q. What if the goods are damaged in Transit?

A. Unfortunately, we are not responsible for damage which occurs after the goods have been handed to the postal or courier service. However, should you be unfortunate enough to receive damaged goods, let us know immediately. Please retain all relevant documentation so that we can make an insurance claim against the carrier's insurers. If the parcel you receive is battered, please note the fact when you sign for it, even before you open the package to examine the contents. If you are unable to open the damaged package in the presence of the carrier, make sure that you sign for it as "Damaged package; goods not yet inspected" to warn the carrier that a claim may follow.

QHow should I return a product?

A. For your security we advise you to return any product to us with an insured courier following the instructions described in How to Return an Item and retain a receipt.

Q. Do you provide exchanges and how do exchanges work?

A. Exchanges are only available for items shipped to the UK. For any exchange requested, the item returned will be refunded against your original order as described in our “Cancellations, Returns and Refunds Policy, and a new order will be created for the 'exchange' item. Delivery costs for the return of the Product are borne by the Customer.

For full details please read our Return Policy

 

Customer Service

 Q. How do I contact Customer Services?

A. For assistance in purchasing online or more information about Pellaio products on Pellaio.com, you may contact the Pellaio Customer Service team using one of the following methods:

 Email:  customerservice@pellaio.com

 Telephone:   01932 849023   from within the UK or

                   +44 (0)1932 849023   from outside the UK

 A Consultant will be on hand to assist you from:

                                                         Monday to Friday   10am to 6pm

                                                         Saturday   Closed

                                                         Sunday      Closed

                                                         We are closed on Bank Holidays and Christmas Day

 We respond to all emails within 24 hours. At peak times in the event that you may experience difficulties in getting through to us by telephone, please leave your telephone number with our answering service and we will gladly call you back as soon as possible. 

 

Guarantee

Q. Do Pellaio products come with a guarantee?

A. Yes. All Pellaio products are guaranteed against defects in workmanship for twelve months from the date of purchase.  However, in the unlikely event your Pellaio product does not match up to our exacting standards, we will try our hardest to put matters right.

Q. What if I have received a faulty item or my item develops a fault?

A. In the unlikely event that any manufacturing fault appear (excluding normal “wear and tear”) on your Pellaio product within twelve months of purchase, please return it to us with proof of purchase.  Where possible, we will try to repair it, or if it cannot be repaired, we will replace it for you with the same item subject to its availability or with one of similar quality and value, or offer an appropriate price reduction.

Please contact our Customer Service team on customerservice@pellaio.com  a Consultant will be pleased to provide you with assistance.

Q. Where are the Pellaio.com products made?

A. Pellaio guarantees the authenticity of all Products purchased on the Website. Products bearing the Pellaio and Peria trademarks are produced with the best materials, are manufactured by artisans, and are all rigorously and fully MADE IN ITALY.

 

Secure Shopping

 Q. Is my information held securely by Pellaio?

A. Your privacy and security is very important to us and we aim to ensure that any personal information we obtain will always be held, used and transmitted in compliance with UK data protection rules. We will use your information from time to time to update you of special offers and promotions. Please read our Privacy Policy for further details.

Q. Is it safe to use my credit card on www.Pellaio.com?

A. Yes, shopping with Pellaio online is completely safe and secure. Encryption technology is used to ensure that any information you transmit during the ordering process is secure. Our servers are secured to protect all personal information including credit card numbers, your address and any products that you may order. Our payment providers, PayPal, are PCI compliant. For more information on PayPal you can visit their website at www.paypal.com.

Q. What payment methods can I use?

A. We accept PayPal, Applepay, Visa, Visa Debit, Mastercard, Maestro, American Express cards.

 

Sustainable Sourcing

 Q. Are Pellaio leathers sustainably sourced?

A. Pellaio only source merchandise from suppliers who use skins from sustainable sources. The Pellaio website only sells merchandise made from CITES listed animals within the United Kingdom and European Union.

 Product Information and Care

Q. Why does my leather have certain textural variations?

A. Leather is one of nature's most luxurious yet practical materials. There are many influencing factors that affect the quality of leather. Every hide has textural variations related to the animal's genetic makeup, environment and food supply. The resulting markings and wrinkles on a given hide should be considered part of the hides natural beauty and uniqueness.

Q. How do I care for my leather products?

A. All of our leather products are either aniline or vegetable tanned - methods which are considered to be the most luxurious and are reserved exclusively for the highest quality products. As the most natural of all tanning processes, they involve as few chemicals as possible to ensure that the natural grain and DNA of the leather is not compromised. The more naked the product’s finish, the more demanding it is of the very finest, flawless skins. As this leaves the leather’s surface more vulnerable to potential scuffing or marking, however, it also demands a greater level of care and upkeep.

Q. Are leather products susceptible to atmospheric conditions?

A. Due to the balance of materials and processes involved, some particular details in all leathers are not completely resistant to damage and can very occasionally be susceptible to sudden or prolonged atmospheric changes such as temperature and humidity. Each individual hide is unique, and while we consider this to be a part of the beauty of working with this most organic of materials, it also means that natural blemishes can sometimes occur. Due to the high quality of leathers used, there may be signs of veining, wrinkling or colour nuances in their grain. These are all characteristics consistent with a genuine raw material; they are not imperfections but rather subtle evidence of the leathers’ purity.

Q. How do I look after my leather product?

A. We recommend that you store leather away from direct sunlight to prevent the colour fading. Leather is an organic, natural material so you may find the surface shows some minor variations in colour or even the occasional small natural markings.

Q. What action should be taken if my leather product gets wet?

A. Take immediate action if the leather gets wet. Blot with a soft, absorbent cloth and it should be stuffed and left to dry naturally, in a cool dark place. Please be aware that force drying will damage the product as will over stretching.

Q. How do I care of my leather and suede products?

A.To help maintain the appearance and prolong the life of your leather and suede pieces, we recommend the following:

  1. Due to the delicate nature of our high quality leathers and suede’s products, we recommend, in order to maintain their appearance that they are kept in a dust bag during storage.
  2. Patent leathers are susceptible to discoloration due to the plasticizers used to prevent cracking of the patent finish. Discoloration can happen to any colour patent leather but is more perceptible on light shades. To avoid discoloration, keep your patent leather item in its dust bag and try to avoid contact with darker coloured items.
  3. Colour fastness cannot be guaranteed on suede or leather pieces. Try to avoid contact between your suede and leather pieces and paler materials.
  4. Our leather goods are made from the finest leather and it is advisable to alternate wear to prolong their life.

Q. How do I store my leather products?

A. When not in use, we recommend storing your leather item in its soft bag in a cool, dry environment.

    Q. How do I clean my leather products?

    A. We recommend cleaning the leather exterior of your item with a soft cloth and warm, mild soapy water. Ensure that the cloth is thoroughly wrung out so it feels very slightly damp, and gently wipe the surface of the leather. Repeat using clean water.

    Q. How do I clean my suede products?

    A. If the suede product has been caught in the rain, we recommend that it is left to dry for an entire day before attempting to clean it. Once dry, the suede footwear exterior should gently be cleaned with a soft brush. We recommend that suede skirts, trousers and coats are taken to a specialist dry cleaner.

    Q. How do I care of my handbag, travel Bags and business Cases?

    A. To help maintain the appearance and prolong the life of your bag, we recommend the following:

    1. Please take care not to over-fill your bag as it may lose its form and you may damage the handles.  Do not overfill leather bags and cases – they may lose their shape. 
    2. Bags embellished with beads and sequins are especially delicate. Please take particular care when wearing them as scuffing may damage them.
    3. If your leather product gets wet take immediate action. Blot with a soft, absorbent cloth and leave to dry naturally, in a cool dark place. Please be aware that force drying will damage the product as will over stretching. When the leather is dry apply a soft warm cloth to restore back to original condition.

    All our leather bags and business cases are designed to carry full loads of documents but we do not advise overfilling them – they may lose their shape and this can cause unnecessary strain on zips and other metal components. We do not recommend our briefcases are used to carry heavy laptops, unless otherwise stated.

     Q. How can I take care of my leather shoes?

    A. To help maintain the appearance and prolong the life of your leather shoes, we recommend the following:

    1. Leave wet shoes to dry naturally, never use artificial heat. Use a shoe tree to help maintain the shape of your shoes while drying.
    2. Top pieces on heels (heel caps) are a replaceable component. Do not allow them to wear down - they should be replaced regularly by a reputable shoe repairer.
    3. Use a shoe horn to prevent damage to the back of your leather shoes when putting on and taking off.
    4. Wearing shoes on very uneven, abrasive surfaces or when driving may weaken the shoes and could spoil the leather sole or intricate components. Thin and delicate heels must be worn with extra consideration.
    5. Shoes embellished with beads and sequins are especially delicate. Please take particular care when wearing them as scuffing may damage them.
    6. Insoles on mules and sandals may lift due to heat and perspiration. This is an unavoidable consequence of normal wear, but can be remedied by re-sticking, a very simple job that any reputable shoe repairer can do.

    Q. How do I maintain my shoes in a good conditions?

    A. The 9 golden rules for shoe care:

      1. A new pair of shoes should never be worn for many consecutive hours.
      2. Once your feet are completely accustomed to the shoes, you can begin to wear them all day.
      3. Never wear the same pair of shoes two days in a row. Let them rest for at least a day before wearing them again.
      4. Always use a shoehorn when putting on your shoes.
      5. Before removing a lace-up shoe, loosen the laces completely so the shoe slips off more easily.
      6. Once shoes are taken off, insert the made-to-measure shoetrees.
      7. Shoetrees should also be used when shoes are wet from rain or snow: left to dry for an entire day.
      8. Each time you wear a pair of shoes they should be cleaned and polished.
      9. When you don't wear your shoes, wax and put them in a drawstring bag, and keep down in a box.

      Q. How can I clean my leather garments?

      A. Professional leather cleaning is recommended when needed for leather garments. Never use traditional dry cleaning methods to clean leather products as cleaning leather differs from fabric cleaning in several ways. Unlike fabric, leather has natural oils that protect and preserve the appearance and life of a garment. If there are two pieces or more to an outfit, be sure to always have them cleaned together to make sure the colour remains consistent and any fading will be uniform. Wipe away regularly dust and dirt with a soft, water dampened sponge or cloth.

      Q. Can any alteration be done to my leather garment?

      A. For alterations, it is recommended that you consult a leather care expert. Please be aware that pins leave holes in leather and that leather garments can usually be taken in but can rarely be let out without leaving noticeable marks or indentations.

      Q. Do you have any recommendations?

      A. We recommend that your leather products are not left in prolonged sunlight. Prolonged exposure to sunlight or other high intensity sources of light can lead to irreversible discolouring, fading and deformation of the leather. Do not expose to wet, damp or humid conditions or high temperatures. Water can be harmful if it penetrates the leather and can lead to the appearance of bubbles or marks which cannot be removed. Never soak the leather nor apply detergents and do not wash the fabric lining. Refrain from ‘feeding’ the leather with products such as waxes, polishes or saddle soaps. This may leave the surface of the leather sticky, attracting dirt and causing irreversible damage.

         

        Miscellaneous

         

        Q. What are the Terms and Conditions for online sales?

        A. Please Click here for our Terms and Conditions.

        Q. How do I make a complaint?

        A. In the event that you have a complaint, please e-mail us at customerservice@pellaio.com with the details and we will investigate the matter for you. We endeavour to respond to any complaints within 5 working days.

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