{"id":67302,"date":"2020-07-23T16:13:27","date_gmt":"2020-07-23T14:13:27","guid":{"rendered":"http:\/\/pelletterieded.com\/faqs\/"},"modified":"2026-10-19T15:47:36","modified_gmt":"2026-10-19T13:47:36","slug":"faqs","status":"publish","type":"page","link":"https:\/\/pelletterieded.com\/en\/faqs\/","title":{"rendered":"FAQs"},"content":{"rendered":"<div class=\"container section-title-container\" style=\"margin-top:25px;margin-bottom:40px;\"><h1 class=\"section-title section-title-center\"><b aria-hidden=\"true\"><\/b><span class=\"section-title-main\" style=\"font-size:120%;\">Frequent asked questions<\/span><b aria-hidden=\"true\"><\/b><\/h1><\/div>\n<div class=\"accordion\">\n\t<div id=\"accordion-3893807372\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3893807372-label\" class=\"accordion-title plain\" href=\"#accordion-item-where-can-i-physically-see-pelleterie-d&#038;d-products?\" aria-expanded=\"false\" aria-controls=\"accordion-3893807372-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Where can I physically see Pelleterie D&amp;D products?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3893807372-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3893807372-label\">\n\t\t\t\n<p>At present, Pelletterie D&#038;D products are available exclusively online.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2779830524\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2779830524-label\" class=\"accordion-title plain\" href=\"#accordion-item-how-can-i-contact-pelleterie-d&#038;d?\" aria-expanded=\"false\" aria-controls=\"accordion-2779830524-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>How can I contact Pelleterie D&amp;D?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2779830524-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2779830524-label\">\n\t\t\t\n<p>Customers can contact Pelletterie D&#038;D by email at info@pelletterieded.com,<br \/> by phone at +39 0554491006, or via Facebook and Instagram <br \/>(https:\/\/www.facebook.com\/dedpelletterie\/)<br \/>(https:\/\/www.instagram.com\/pelletterieded\/).<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2161188948\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2161188948-label\" class=\"accordion-title plain\" href=\"#accordion-item-do-i-have-to-register-in-order-to-buy-bags-on-the-website?\" aria-expanded=\"false\" aria-controls=\"accordion-2161188948-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Do I have to register in order to buy bags on the website?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2161188948-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2161188948-label\">\n\t\t\t\n<p>No, registering on the site is not mandatory.<br \/>\nIf customers wish to do so, they can register through the &#8216;My Account&#8217; section before placing an order, or during checkout under &#8216;Checkout Details&#8217; by entering an email address and password.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2318087050\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2318087050-label\" class=\"accordion-title plain\" href=\"#accordion-item-what-can-i-do-if-i-forgot-my-password?\" aria-expanded=\"false\" aria-controls=\"accordion-2318087050-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>What can I do if I forgot my password?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2318087050-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2318087050-label\">\n\t\t\t\n<p>If you have forgotten your password or would like to change it, you can go to &#8216;My Account&#8217; > &#8216;Account Details&#8217; and update your password.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-1640886786\" class=\"accordion-item\">\n\t\t<a id=\"accordion-1640886786-label\" class=\"accordion-title plain\" href=\"#accordion-item-how-long-will-it-take-to-ship-the-products?\" aria-expanded=\"false\" aria-controls=\"accordion-1640886786-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>How long will it take to ship the products?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-1640886786-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-1640886786-label\">\n\t\t\t\n<p>Pelletterie D&#038;D will process the order within 24\u201348 business hours following its receipt, and international shipping is available worldwide.<br \/>\nSubject to item availability, orders received by 12:00 PM are dispatched on the afternoon of the same day; otherwise, the order will be processed on the following business day<\/p>\n<p>In the case of payment by bank transfer, the order will be dispatched as soon as the funds are credited (which takes approximately 3 business days). If the customer wishes to speed up the shipment, they must send a copy of the bank transfer receipt to our email address (pelletterie.ded@gmail.com), specifying the buyer&#8217;s name and the order number.<\/p>\n<h3>Shipping in Italy:<\/h3>\n<p>Pelletterie D&#038;D is committed to ensuring that the order is delivered within 2\u20133 business days from the order confirmation.<br \/>\nShipping is free on orders over \u20ac60. The courier will take approximately 24 to 48 business hours to deliver the package within mainland Italy, and one additional day for the islands. <\/p>\n<h3>Shipping in Europe:<\/h3>\n<p>Shipping within Europe costs between \u20ac12.00 and \u20ac40.00, depending on the destination country and the selected shipping method (standard or express).<br \/>\nIn this case, delivery will take approximately 3 to 5 business days for standard shipping, and around 2 business days for express shipping.<\/p>\n<h3>International Shipping outside Europe<\/h3>\n<p>Information on international shipping costs<\/p>\n<p>Shipping Cost Policy: For destinations outside of Europe, shipping costs vary depending on the destination country or region.<\/p>\n<p>Calculation Method: The system will automatically calculate the shipping costs at checkout based on the delivery address provided.<\/p>\n<p>In this case, the courier will take approximately 5 to 10 business days to deliver your package.<\/p>\n<p>&#8220;ESSENTIAL NOTE: Any customs duties or import taxes are the sole responsibility of the customer, even in the event of a return.<\/p>\n<p>In the event that the customer refuses to accept delivery of the order, any return shipping costs will be deducted from the refund.<br \/>\nPlease also note that, in accordance with our <a href=\"https:\/\/pelletterieded.com\/en\/easy-returns\/\" target=\"_blank\" rel=\"noopener\">Return and Refund Policy<\/a>, custom\/personalized bags are non-refundable.<\/p>\n<p>Pelletterie D&#038;D would like to remind our valued customers that delivery times may experience delays around public holidays, and that couriers do not deliver on public holidays or weekends.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2913545277\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2913545277-label\" class=\"accordion-title plain\" href=\"#accordion-item-can-i-request-an-invoice-for-my-order?\" aria-expanded=\"false\" aria-controls=\"accordion-2913545277-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Can I request an invoice for my order?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2913545277-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2913545277-label\">\n\t\t\t\n<div>Of course,<\/div>\n<div>The invoice must be requested at the time of placing the order.<\/div>\n<div>To do so, you must fill out the form inside your personal account area under My Account &gt;Request Invoice.<\/div>\n<div>Any requests submitted through other methods will not be accepted.<\/div>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-2316508332\" class=\"accordion-item\">\n\t\t<a id=\"accordion-2316508332-label\" class=\"accordion-title plain\" href=\"#accordion-item-what-payment-methods-do-you-accept?\" aria-expanded=\"false\" aria-controls=\"accordion-2316508332-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>What payment methods do you accept?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-2316508332-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-2316508332-label\">\n\t\t\t\n<p>Purchases made on the Pelletterie D&#038;D website can be paid for by credit card, PayPal, cash on delivery (COD), and bank transfer.<\/p>\n<p>Every purchase is made with maximum security thanks to the use of advanced e-commerce technologies and SSL (&#8216;Secure Socket Layer&#8217;) encryption systems to protect your personal data and credit card details from unauthorized access.<\/p>\n<p>In fact, credit card details are sent directly to PayPal during the checkout process and are protected against unauthorized access using SSL encrypted data transfer.<\/p>\n<p>This data is not accessible to third parties. Once your order is complete, you will receive a confirmation email containing your Order Number and a summary of your purchase details. <\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-3441589589\" class=\"accordion-item\">\n\t\t<a id=\"accordion-3441589589-label\" class=\"accordion-title plain\" href=\"#accordion-item-can-i-personalize-an-item?\" aria-expanded=\"false\" aria-controls=\"accordion-3441589589-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Can I personalize an item?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-3441589589-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-3441589589-label\">\n\t\t\t\n<p>Of course, Pelletterie D&#038;D offers a customization service via engraving on the items available on the website http:\/\/pelletterieded.com\/.<\/p>\n<p>Customization must be requested by filling out the designated form at the time of order. This service is free of charge and will not affect shipping or delivery times. The customization will be placed under our logo (the two Ds); if you do not wish to include the logo, you must request this when placing your order. <\/p>\n<p>If a customer decides to customize the bag with their own design, they must send an email to info@pelletterieded.com to request a quote, as this service has an initial cost of \u20ac35.00 and will affect delivery times by approximately one business week.<\/p>\n<p>Pelletterie D&#038;D offers the option to add a shoulder strap to bags that are originally designed without one. In these cases, the shoulder strap can be attached to the bag&#8217;s handles. <\/p>\n<p>This service is free of charge, and the customer must request it at the time of order. However, a customized bag cannot be exchanged or returned. <\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-892935581\" class=\"accordion-item\">\n\t\t<a id=\"accordion-892935581-label\" class=\"accordion-title plain\" href=\"#accordion-item-do-you-provide-gift-packaging?\" aria-expanded=\"false\" aria-controls=\"accordion-892935581-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>Do you provide gift packaging?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-892935581-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-892935581-label\">\n\t\t\t\n<p>Pelletterie D&#038;D currently does not provide gift packaging, but all bags come equipped with a PVC dust bag.<\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-776566459\" class=\"accordion-item\">\n\t\t<a id=\"accordion-776566459-label\" class=\"accordion-title plain\" href=\"#accordion-item-how-do-i-return-my-product?\" aria-expanded=\"false\" aria-controls=\"accordion-776566459-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>How do I return my product?<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-776566459-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-776566459-label\">\n\t\t\t\n<p class=\"p1\"><span class=\"s1\">Pelletterie D&#038;D ensures the right of withdrawal from the purchase no later than 14 days from the delivery date, in accordance with Art. 52 Right of Withdrawal \u2013 Legislative Reference (Legislative Decree 206\/2005).  <\/span><\/p>\n<p class=\"p2\"><span class=\"s1\">The following are not eligible for the right of withdrawal:<\/span><\/p>\n<ul>\n<li class=\"p2\"><span class=\"s1\">Customized products or products purchased for B2B sales.<\/span><\/li>\n<li class=\"p2\"><span class=\"s1\">All products without a tag or with the tag removed, used, incomplete, etc.<\/span><\/li>\n<li>Absence of integral components of the product (accessories, shoulder strap, handles, tags, related warranty, etc.).<\/li>\n<li>Damage to the product due to reasons other than transport.<\/li>\n<li>The item must arrive at our premises within no more than 15 working days; in the event of longer timelines, the return will be considered void.<\/li>\n<li class=\"p2\">The merchandise must be packaged using the original box in order to prevent the goods from arriving damaged at their destination. In the event that the original packaging is unusable, the customer may use a box of equivalent size and sturdiness.<\/li>\n<li>For small leather goods and accessories, return\/exchange shipping costs shall be borne by the customer.<\/li>\n<\/ul>\n<p class=\"p2\"><span class=\"s1\">The customer must submit the return request through the designated section within their <a href=\"https:\/\/pelletterieded.com\/en\/make-a-return\/\">personal account area<\/a> on the Pelletterieded.com website, indicating whether they request a refund or an item exchange, and attaching photos of the received merchandise to be returned along with the order number.  <\/span><\/p>\n<p class=\"p2\"><span class=\"s1\">If the return is due to a product defect (under our responsibility), we will provide a prepaid return label and cover all expenses. <\/span><\/p>\n<p class=\"p2\">If the return is due to other reasons (e.g., change of mind, incorrect size chosen by the customer, etc.), the shipping costs for sending the item back to us are the responsibility of the customer. If a different label is used, the return shipping cost will not be refunded.<\/p>\n<p>For returns outside Italy, all shipping costs, taxes, or other fees shall be borne by the customer. It is the buyer&#8217;s duty to inform Pelletterie D&#038;D of the dispatch date, tracking number, and chosen courier. In this case, the customer is responsible for the shipment itself.  <\/p>\n<p class=\"p2\"><span class=\"s1\">For all other cases, return shipping is at the expense of the customer, who assumes full responsibility for it. Therefore, we recommend using a traceable shipping method. <\/span><\/p>\n<p class=\"p2\"><span class=\"s1\">Returns must be shipped to the following address:<\/span><\/p>\n<p class=\"p2\"><strong>Pelletterie D&#038;D \u2013 <\/strong><strong>Via Petrosa n 8 \u2013 <\/strong><strong>50019 Sesto Fiorentino (FI).<\/strong><\/p>\n<p class=\"p1\"><span class=\"s1\">Return shipments made using methods other than those specified above will not be accepted.<br \/>\n<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Una volta che il reso sar\u00e0 giunto a destinazione Pelletterie D&#038;D provveder\u00e0 a controllare la legittimit\u00e0 della restituzione e verificata la correttezza delle operazioni e l\u2019integrit\u00e0 del prodotto<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Once the returned item has arrived at its destination, Pelletterie D&#038;D will inspect the validity of the return and verify the correctness of the procedures as well as the integrity of the product.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">These amounts will be credited back via the same payment method used for the purchase within ten days of receiving the returned merchandise. <\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">All Pelletterie D&#038;D products are covered by a 24-month warranty from the date of delivery.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">In the event of any issues, the customer can contact Pelletterie D&#038;D by sending an email with a photographic description of the problem to the following address: pelletterie.ded@gmail.com<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">This warranty does not cover damage resulting from normal wear and tear or accidents caused directly or indirectly by the customer.<\/span><\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n\t<div id=\"accordion-519933680\" class=\"accordion-item\">\n\t\t<a id=\"accordion-519933680-label\" class=\"accordion-title plain\" href=\"#accordion-item-24-month-warranty\" aria-expanded=\"false\" aria-controls=\"accordion-519933680-content\">\n\t\t\t<button class=\"toggle\" aria-label=\"Toggle\"><i class=\"icon-angle-down\" aria-hidden=\"true\"><\/i><\/button>\n\t\t\t<span>24-Month Warranty<\/span>\n\t\t<\/a>\n\t\t<div id=\"accordion-519933680-content\" class=\"accordion-inner\" aria-labelledby=\"accordion-519933680-label\">\n\t\t\t\n<p>Each product may vary slightly in color or texture due to the distinct nature of the tanning process and the natural materials used. D&#038;D does not consider this a defect, but rather a sign of uniqueness. To guarantee the authenticity of our products, D&#038;D provides a Certificate of Guarantee. This certifies that our leather has been tanned exclusively with natural, plant-derived tannins and contains no substances prohibited by law. Tannin extracts are the essential ingredients of the slow tanning process, imparting the highest level of quality.   <\/p>\n<p>&#8220;<strong>Every item is crafted with care and subjected to rigorous quality controls.<\/strong> Small veins, wrinkles, and subtle scratches that may be present on the leather testify to its natural origin, making each piece of leather truly one of a kind. <\/p>\n<p>Although D&#038;D products are manufactured in accordance with high quality standards through expert craftsmanship and the use of the finest materials, they are not indestructible.<\/p>\n<p>The warranty applies exclusively to purchases made directly on the Pelletterieded.com website.<\/p>\n<p>For products purchased elsewhere, please contact the point of sale where the purchase was made with your receipt to receive assistance.<\/p>\n<p>D&#038;D bags are covered by a limited commercial warranty of 24 months from the original date of purchase (proof of purchase required).<\/p>\n<p class=\"peld-warranty-rights\">For purchases made from October 11, 2026, this 24-month duration applies. Any more favorable warranty conditions applicable to previous purchases, as well as all legal consumer rights\u2014including the statutory guarantee of conformity\u2014remain unaffected. <\/p>\n<p>The warranty does not cover damage resulting from accidents, improper use of the bag, or any alteration, service, or repair performed by parties other than D&#038;D.<\/p>\n<p>Furthermore, the warranty does not cover damage caused by mistreatment, accidents directly or indirectly caused by the customer, abrasion, water, solvents, general wear and tear, or damage caused by carriers. It also does not cover incidental damages such as breakage or loss of the contents of a bag, loss of use, loss of time, or other similar expenses. <\/p>\n<p>The shipping costs for the D&#038;D product to be repaired shall be borne by the customer, while the repair and subsequent return shipment will be covered by D&#038;D.<\/p>\n<p>Repair turnaround times may vary depending on the nature of the intervention.<\/p>\n<p>For any further information, please send an email to <a href=\"mailto:info@pelletterieded.com\">info@pelletterieded.com<\/a><\/p>\n\t\t<\/div>\n\t<\/div>\n\t\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":275,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-67302","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Frequently Asked Questions | Pelletterie D&amp;D<\/title>\n<meta name=\"description\" content=\"Shipping, returns, hot stamping customization, warranty, and leather care: answers to the most frequently asked questions before ordering your D&amp;D bag.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pelletterieded.com\/en\/faqs\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Frequently Asked Questions | Pelletterie D&amp;D\" \/>\n<meta property=\"og:description\" content=\"Shipping, returns, hot stamping customization, warranty, and leather care: answers to the most frequently asked questions before ordering your D&amp;D bag.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/pelletterieded.com\/en\/faqs\/\" \/>\n<meta property=\"og:site_name\" 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