Shipping, Returns & Exchanges
At Pilardi, every order is prepared by hand in our Paris studio and shipped with care. This page summarises how delivery, returns and exchanges work. It follows our Shipping Policy, our Refund Policy and our Terms and Conditions of Sale, which prevail in case of any difference.
Shipping
- Orders are prepared and dispatched from Paris within 1 to 2 business days after payment confirmation.
- A tracking number is emailed to you as soon as your parcel is handed to the carrier.
- Every shipment is insured for the value of the order.
- We ship worldwide.
Indicative delivery times from dispatch: mainland France 2–3 business days; European Union 3–6; United Kingdom 3–7; United States 2–5; rest of the world 2–7.
France: free insured delivery on all orders. For other destinations, shipping is calculated at checkout and always shown before you confirm your order.
Customs and duties
- European Union — orders ship from France, so no customs duties or import charges apply.
- United States — orders ship Delivered Duty Paid (DDP). We cover duties and import formalities; the price at checkout is final.
- United Kingdom and other destinations outside the EU — import VAT, customs duties and carrier handling fees are set by the destination country and remain payable by you.
Your 14-day right of withdrawal
If you are a consumer in France or the EU, you have 14 calendar days from receipt to change your mind, without giving any reason and without penalty (articles L.221-18 et seq. of the French Consumer Code).
To withdraw, tell us before the deadline by an unambiguous statement — by email to info@pilardi.fr, by post to Pilardi, 10 Chaussée de la Muette, 75016 Paris, France, or using the model form in our Refund Policy.
Please contact us before sending anything back, so we can arrange transport suited to the fragility of the piece. This is a practical request and does not affect the validity of your withdrawal.
Returning an item
Send the item back no later than 14 days after telling us you are withdrawing. To be eligible it must be unused and in its original condition, complete with any accessories and documentation, undamaged, and returned in its original packaging, suitably protected for transport.
Direct return shipping costs are yours, unless the return is due to an error on our part or the item arrived damaged or non-conforming. You may be liable for any loss in value resulting from handling beyond what is needed to establish the nature and characteristics of the item.
Refunds
We refund all sums paid, including the standard delivery costs originally charged, no later than 14 days from the date we are informed of your decision. We may hold the refund until we have received the item back or you have provided proof of dispatch, whichever comes first. Refunds are issued to your original payment method, at no cost to you.
Made-to-order pieces
The right of withdrawal does not apply to goods made to your specifications or clearly personalised — for example an engraving, a monogram, or a commissioned piece. We tell you clearly before you order if this applies. Pieces bought from our regular collections are not personalised in this sense and carry the full right of withdrawal.
Damaged, faulty or missing parcels
If your parcel arrives damaged, please note reservations with the carrier and contact us within 5 days of delivery at info@pilardi.fr with your order number and photographs of the parcel, the packaging and the item. This helps us handle the claim quickly and does not limit your statutory rights.
Every item is covered by the legal guarantee of conformity (articles L.217-3 et seq. of the French Consumer Code) and the guarantee against hidden defects (articles 1641 et seq. of the French Civil Code). If a parcel is lost in transit we open an investigation with the carrier and put things right.
Because our pieces are handmade, slight variations in tone, grain and finish are normal and are not considered defects.
Questions
We are here to help: info@pilardi.fr · +33 7 89 62 11 81 · Contact us
