Frequently Asked Questions

ORDERS AND SHIPPING

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: 24/48 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.

RETURNS

WHAT ARE THE CONDITIONS FOR RETURNING AN ITEM?

You have a maximum period of 30 days from the date of receipt of the order to request a return. To be accepted, the following requirements must be met:

  • That the product has not been used.
  • That the product is in perfect condition.
  • That the product is complete and with all its accessories.
  • That the product is returned in its original packaging.
  • That the original packaging is in perfect condition.

WHAT IS THE COST OF THE RETURN?

Returns of orders from Spain and Portugal are FREE.

Returns of orders from France, Italy, Germany, Belgium, Luxembourg, and the Netherlands have a cost of €10 for handling and shipping expenses.

ARE SIZE OR MODEL EXCHANGES MADE?

Size or model exchanges are not made, only returns. You will need to make a return and a new order through our website.

Can I make multiple return shipments for the same order?

Only one return shipment will be accepted per order. However, you can send items from different orders in the same return shipment.

HOW DO I RETURN MY PITAS?

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

The return process is very simple. To get instructions on how to send back the products you want to return, request your return from our Returns Center. Once we have received it, we will respond by email within 24/48 business hours with the steps to follow.

HOW SHOULD I PREPARE THE RETURN OF MY PITAS?

You must return your PITAS in perfect condition, unused, and with all its accessories. Inside its original box and that it is in good condition. To protect the original box when returning the shipment, you can use the shipping protective bag again.

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

WHEN WILL I RECEIVE MY REFUND?

Once the collection has been made and it is received and checked in our warehouse, we will proceed to refund the amount of the products through the original payment method. Depending on the bank, it may take between 10 and 20 days for it to be reflected in your account. You will also receive an email when the refund has been made. If this period has passed and you have not received your refund, please contact our Customer Service through the Contact Form.

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

In case of 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.

CONTACT AND CUSTOMER SERVICE

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 09:00 to 16:00 hours. If we cannot assist you immediately, we commit to responding within a maximum period of 24 business hours.

My account and Newsletter

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.

Payments and discount codes

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.

Some Usage Recommendations for Your New PITAS

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.

Our starting point is always the same: let them be extremely comfortable!

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, nor for mountain excursions. Our soles are not designed for use on difficult or especially slippery terrain.