Frequently Asked Questions

WHAT IS THE COST OF SHIPPING MY PITAS?

Shipping costs are FREE for purchases of €15 or more for Spain, Portugal, France, Italy, Germany, Belgium, Austria, Luxembourg, and the Netherlands.

WHEN WILL I RECEIVE MY PITAS?

Mainland Spain and Portugal: 48/72 business hours. We do not ship to the Canary Islands, Ceuta, Melilla, Madeira, or the Azores.

Balearic Islands: 4/5 business days

France, Italy, Germany, Belgium, Luxembourg, and the Netherlands: 5/7 business days.

We do not ship to Corsica, Sicily, and Sardinia.

During promotional periods due to high demand, delivery times may be delayed.

WILL I RECEIVE ANY MESSAGES BEFORE RECEIVING MY PITAS?

Once the purchase is complete, we will send you a confirmation email with the details of your order. We will also send you another email when it has been shipped. This email will include a link where you can track your PITAS.

Additionally, SEUR will send you an email notifying you that there is a shipment for you. Also, SEUR will inform you when your package is ready for delivery, as well as the approximate time.

If you have not received the confirmation email, you can contact us through the Contact Form

I HAVE NOT RECEIVED THE CONFIRMATION OF MY ORDER

• If you have placed your order using your PITAS account: Check that your email address is correct when logging into My account. If not, please correct it (see FAQ How can I modify my PITAS account data). Check that your confirmation email has not ended up in your spam or junk mail folders. You can also check that your order has been placed correctly in My account/My orders.
• If you have placed your order as a guest: Check that your confirmation email has not ended up in your spam or junk mail folders.

If you have any questions, please contact our Customer Service through the Contact Form

CAN I CANCEL OR MODIFY MY ORDER?

At PITAS we process orders automatically and almost immediately, so in most cases we cannot make changes or cancellations to orders.

In any case, you can contact our Customer Service through the Contact Form and we will do our best to assist you. During peak order volume periods such as Black Friday or Christmas, we will not be able to cancel or modify orders.

It is important that you review the shipping address before finalizing your order as we are not responsible for address errors once the package has left our warehouses.

WHERE ARE MY PITAS?

You can track your order from the shipping confirmation email or from the email that SEUR will send you. Likewise, you can contact our Customer Service through the Contact Form

WHAT HAPPENS IF THERE IS NO ONE AT THE DELIVERY TIME?

If there is no one at the shipping address at the time of delivery, the transport company will contact you by email or SMS to arrange a new delivery or the collection of the package at a PICKUP point.

WHAT ARE THE CONDITIONS FOR EXCHANGING OR RETURNING AN ITEM?

You have a maximum of 30 days from the date of receipt of the order to request an Exchange or Return. The following requirements must be met for it to be accepted:

• The product must not have been used.
• The product must be in perfect condition.
• The product must be complete with all its accessories.
• The product must be returned in its original packaging.
• The original packaging must be in perfect condition.

WHAT IS THE COST OF AN EXCHANGE OR RETURN?

Returns and the first exchange are FREE for orders from Spain and Portugal.

The second and subsequent exchanges, or the return of an exchanged product, will incur a fee of €9 per exchange.

Exchanges or returns of orders from France, Italy, Germany, Belgium, Luxembourg, and the Netherlands carry a handling and shipping fee of €10.

RE SIZE OR MODEL EXCHANGES ALLOWED?

YES, exchanges for size or model are allowed. You can manage the exchange in our Exchanges & Returns Centre.

CAN I MAKE MULTIPLE RETURN SHIPMENTS FOR THE SAME ORDER?

For orders with multiple products, only one return shipment per order will be accepted. However, you may include items from different orders in the same return shipment.

HOW DO I EXCHANGE OR RETURN MY PITAS?

You have a maximum of 30 days from the date of receipt of the order to request your exchange or return.

The process is very simple. To obtain instructions on how to send the products you wish to exchange or return, request your exchange or return through our Exchanges & Returns Centre.

HOW SHOULD I PREPARE THE SHIPMENT OF MY PITAS?

You must send your PITAS in perfect condition, unused and with all accessories, in its original box, which must be in good condition. To protect the original box during return shipping, you may reuse the protective shipping bag.

If you have any questions, you can always contact our Customer Service via the Contact Form.

WHEN WILL I RECEIVE MY REFUND?

Once the item has been picked up, received, and reviewed at our warehouse, we will refund the amount of the products through the original payment method. Depending on the bank, it may take between 10 and 20 days to reflect in your account. Additionally, you will receive an email once the refund has been processed. If this period has passed and you haven’t received your refund, contact our Customer Service via the Contact Form.

Please note that we have a maximum period of 14 calendar days from the date of receipt of the return to process the refund.

In the case of a return, any discount and/or voucher (reward value) will be lost. Only the amount paid for the item will be refunded, not the discounts obtained with the reward voucher.

HOW CAN I CONTACT PITAS?

If you have any questions, you can always contact our Customer Service through the Contact Form

WHAT IS THE SCHEDULE FOR PITAS CUSTOMER SERVICE?

You can contact PITAS Customer Service from Monday to Friday from 08:00 to 16:00 hours. If we cannot assist you immediately, we commit to responding within a maximum period of 24 business hours.

WHAT ARE THE ADVANTAGES OF REGISTERING AT PITAS?

Registering allows you to have all your order information saved. You can access it at any time with your username and password, without having to re-enter data for each purchase.

In any case, registration is not necessary to make a purchase, and it is possible to buy as a guest.

HOW CAN I MODIFY MY PITAS ACCOUNT DATA?

You just have to log in to "My account" and click on "Edit" wherever you want to modify your data.

HOW CAN I CANCEL MY PITAS ACCOUNT?

Please contact our Customer Service through the Contact Form

I FORGOT MY PASSWORD, WHAT SHOULD I DO?

If the system does not recognize your email address or password, please check that you are using the email address and password you chose when creating your account.

Click on the Sign in icon at the top right of the page and then on "Forgot your password?" You just have to enter your email and click "send". We will send your password to that email address.

WHY SHOULD I SUBSCRIBE TO THE PITAS NEWSLETTER?

Because we will keep you informed about all the news, promotions, sales, and also give you a 10% discount code for your first purchase.

One important note, the subscription discount code is not compatible with other discounts and promotions.

HOW CAN I CANCEL MY NEWSLETTER SUBSCRIPTION?

You can cancel your subscription at any time by clicking on the link at the bottom of the newsletters you receive. We will take you to a website where you can confirm your decision to cancel the subscription by clicking on "unsubscribe".

If for any reason you have not been able to cancel your subscription, please contact our Customer Service through the Contact Form.

WHAT PAYMENT METHODS ARE ACCEPTED?

The accepted payment methods are Visa, Mastercard, Maestro, Paypal, Apple Pay, Google Pay, and ShopPay.

CAN I PAY MY ORDER BY BANK TRANSFER OR CASH ON DELIVERY?

We currently do not accept bank transfer or cash on delivery as payment methods for the order. You can pay for your purchases by credit or debit card, Visa, Mastercard, Maestro, Paypal, Apple Pay, Google Pay, and ShopPay.

HOW CAN I USE MY DISCOUNT CODE?

You must enter the discount code in the box "Apply discount code" or in “Gift card” that will appear in your purchase validation process.

WHY ISN'T MY DISCOUNT CODE WORKING?

If your discount code is not working, it could be due to several reasons:

• You have already used this discount code.
• The discount code has expired.
• The PITAS in your basket are not compatible with this discount code.
• The discount code you entered is not valid.

If for any reason you have not been able to apply your discount code, you can contact our Customer Service through the Contact Form.

IS ONLINE PAYMENT AT PITAS TOTALLY SAFE?

To guarantee the security of your payments, our website is equipped with leading market security tools. The management of our online transactions is controlled by 3D Secure, a European leader in online and mobile payment solutions. We guarantee that each purchase is made with total security thanks to the use of an encryption system (SSL) that protects your credit card data. In the fight against fraud, we also use secure payment systems 3D Secure on orders placed with DEBIT CARD, VISA, and MASTERCARD.

WHY WAS MY PAYMENT DECLINED?

If you experience any difficulty or error at the time of payment, you can try:

• Using an alternative credit card.
• Using an alternative payment method.
• Restarting the browser and trying again.
• Deleting cookies or clearing the browser cache and trying again.

It may also be that your card has been rejected for one of the following reasons:

• The card may have expired.
• You may have entered some incorrect information.
• You may have exceeded your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

OUR STARTING POINT IS ALWAYS THE SAME: LET THEM BE EXTREMELY COMFORTABLE!

PITAS is urban and casual footwear, designed for your day-to-day life, your getaways, and trips. It is the perfect companion to add many steps throughout your day.

We aspire to be a basic that withstands the passage of fashions, essential for its simplicity, its careful details, and its first-quality materials.

Most soles are ultralight, made of EVA, and some also have a rubber sole to increase grip. The padded insoles add an extra comfort. Also, they are easy to put on and take off, with systems like Slip On or the use of elastic laces.

Some models from the fall-winter collections incorporate PITAS-TEX technology, it is a waterproof and breathable membrane to keep your feet dry and warm on cold days, but it is not intended for technical use or extreme conditions. We also apply water-repellent treatments to the surface of some models to repel water.

PITAS is not suitable for sports use, not for mountain excursions. Our soles are not designed for use on difficult or especially slippery terrain.

 

Care and Washing Recommendations

As a general rule for all PITAS, do not rub at localized stains as this could cause dirt to penetrate more deeply and may result in colour loss in that area.