Customer Service

CUSTOMER INQUIRIES

If you have a question about any aspect of your order or our website, our customer care representatives are available to help Email: customercare@ipilya.com Call +44 (0)207 734 8968 from 8am-10pm GMT, seven days a week.

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PRESS INQUIRIES

Press and media email: press@ipilya.com

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HOW TO PURCHASE

The search feature is available on every page of our website. Type the word or phrase you want to search for and click the 'Search' icon.

  • Shop by browsing through the site.
  • Click on an image to access the item's product page where you will be given information on sizing and colour options.
  • Click on the ‘Add to shopping bag’ button near the desired item.
  • Review the items in your shopping bag by clicking the ‘Shopping bag’ link at the top of the page. Please be aware that when the item is in your shopping bag another customer can still purchase it.
  • You may resume shopping after viewing your shopping bag by clicking ‘Continue Shopping’. You can delete items from your shopping bag by selecting Remove.
  • Click on ‘Checkout’ link to complete your order.

Stock is strictly limited so if you are interested in an item which is not available to purchase online or is sold out, you can email us and we can add you to the waiting list.

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FIRST TIME ORDERS

For your added security, please be aware that first-time orders can only be shipped to the cardholder's billing address or a corporate work address which we are able to verify independently. Please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card.

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MANAGE YOUR ACCOUNT

Register with us and you'll be able to enjoy the following benefits through your IPILYA account:

  • Track your orders and review previous purchases
  • Request your return or exchange directly from your account
  • Manage your account details and email preferences

To create an account, simply click on ‘Your Account’ at the top of the page and then Create an Account’ to fill in your details.

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FORGOTTEN PASSWORD

If you have forgotten your password, click on the ‘Your Account’ link at the top of every page and click on ‘Forgotten password’. For security reasons we are unable to send your password via email.

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SIZING INFORMATION

IPILYA uses the Italian sizing system, however in order to aid our customers with their shopping we have provided a size chart to be used as a guideline for international sizing. Should you be unhappy with the fit for a particular purchase you can return the item, or exchange it for a different size. Please follow the instructions listed under returns. It is free to exchange items for a different size. See our Returns & Exchanges section for more information.

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SHIPPING METHODS

We deliver to over 150 countries around the world, and offer different shipping options to meet your needs.

SHIPPING RATES

Destination

Service

Cost

Approximate delivery time after order is placed

United Kingdom

DHL Express

FREE

2-3 working days

Europe

DHL Express -Europe

FREE

3-4 working days

Americas

DHL Express -International

FREE

4-5 working days

Rest of World

DHL Express -International

FREE

5-6 working days

IMPORTANT INFORMATION

  • All orders require a signature upon receipt.
  • Items cannot be redirected once the order has been dispatched.
  • Order cut-off times are guidelines only.
  • Due to shipping restrictions we cannot deliver to post office boxes.

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INSURANCE

IPILYA insures each purchase during the time it is in transit until it is delivered to you. Once the merchandise has been delivered and signed for, it is no longer covered by insurance.

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TAXES & DUTIES

Prices on the website are shown as UK VAT inclusive for all EU destinations. To ensure the most accurate pricing, taxes and delivery costs, during the checkout procedure, the customer will identify which country the items will be shipped to. At this time all relevant Customer duties and sales taxes will be calculated for the shipping destination chosen. Before finalising payment the customer will be able to view these costs and then proceed to the checkout.

Most countries are shipped to on a DDP (Delivery Duty Paid) basis, which means that all import duties, customs taxes and local sales taxes are calculated within the purchase price.

The following countries are shipped to on a DDP (Delivery Duty Paid) basis:

 

Austria Czech Republic France Ireland Luxembourg Poland Slovenia
Belgium Denmark Germany Italy Malta Portugal Spain
Bulgaria Estonia Greece Latvia Monaco Romania Sweden
Cyprus Finland Hungary Lithuania Netherlands Slovakia United Kingdom

We also ship to other countries on a DDU (Delivery Duty Unpaid) basis. The product prices displayed are exclusive of all taxes and duties, as well as UK VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary for the release of your order from customs on arrival. If you refuse to pay these charges, the shipment will automatically be returned to us at our expense. Please note that we than have to deduct any related charges from the refund of your original purchase.

Whilst we are unable to advise the precise amount of customs and local taxes payable on each order, we will always seek confirmation from our customer prior to dispatching their first DDU shipment to make sure they are fully aware of the DDU Policy. Please look out for this email to ensure timely dispatch of your order.

If your country is not included in the below list, send an email to customercare@ipilya.com and we will confirm whether we are able ship to you.

Partial list of DDU countries:

Australia Canada Israel Malaysia Philippines Singapore Thailand
Bahrain Chile Japan Mexico Puerto Rico South Africa Turkey
Bermuda China Jordan Middle East Qatar South Korea United Arab Emirates
Brazil Egypt Jordan New Zealand Russia Switzerland United States
Brunei Hong Kong Kuwait Norway San Marino Taiwan ROC Venezuela
Cameroon India Macau Oman Saudi Arabia    

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PAYMENT

Payment can be made securely online by Visa, MasterCard, American Express, Delta, JCB and Maestro credit and debit cards.

The credit/debit card that is being used must be yours. All credit/debit holders are subject to validation checks and authorisation by the card issuer. If the issuer of you payment refuses to authorise payment, we will not be liable for any delay or non-delivery or you order. We also reserve the right to cancel your order. For first time online customers, we may request that shipping be to the credit card billing address only.

By submitting an order to us through our website you represent and warrant that the payment details provided on your order are valid and correct and that when your order is accepted and processed by us, payment will be made in full.

To help ensure that your shopping experience is safe, simple and secure IPILYA uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.

To ensure you process orders securely you need to have SSL switched on in your browser. Further security information can be found within your browser. If SSL is enabled then you will see a padlock at the bottom of your browser and you can click on this to find out information about the SSL digital certificate registration.

To give you extra peace of mind when shopping online with IPILYA.COM, we have introduced MasterCard® SecureCodeTM & Verified by VISA. This service allows you to protect you MasterCard and VISA card with a unique password that you set up with your payment card issuer.

To use this service, you must first register with the bank or other organisation that issued your card. To find out more visit the MasterCard® SecureCode and Verified by VISA websites.

Once you have registered and created your own private password with your card issuer, you will be automatically prompted at checkout to provide this password each time you make a purchase.

Please note: your order will only be processed once we have the MasterCard SecureCode or Verified by VISA authorisation from your payment card issuer. IPILYA does not have access to your MasterCard® SecureCode or Verified by VISA password.

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RETURNS/EXCHANGE POLICY

Your complete satisfaction is important to us. Unsuitable items may be refunded or exchanged for FREE within 30 days of receipt of goods. Before you return any goods you must notify us within 30 days of receiving an item and obtain a Return Merchandise Authorisation number. If you have any problems or questions, you can contact one of our customer care representatives who will be happy to talk you through our returns procedure, simply call +44 (0) 20734 8969.

The Return Merchandise Authorisation number should be written on the original receipt, which must be returned with the item. Any goods returned without the original receipt and Authorisation Reference number will not be accepted.

Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time.

Returned goods must be in unused, perfect condition and in the original box, with all the packaging and labels intact. Please try shoes only on carpeted flooring to avoid marking the soles.

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EXCHANGES

It is free to exchange items for a different size, based on stock availability. Please email us when you request your RMA number and we will reserve an alternative size for you if the item is in stock. Once we have received your return and checked the condition of the goods, we will dispatch the new size to you. If you are located outside the EU you will need to pay additional duties and taxes on the replacement item.

We are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it and purchase the new item separately.

Returns received after the 10 day time frame are accepted at the discretion of IPILYA.

Please send all returns to:

IPILYA Customer Care Department.
418 Linen Hall
162-168 Regent Street
London W1B 5TB
United Kingdom
 

We offer a free collection service only with DHL to ensure that the products are covered by insurance and protected in transit.  Booking a collection is easy. To book a collection with DHL, call +44 (0)844 248 0844 or visit www.dhl.com and select your country to find the telephone number of your nearest DHL).

You may return the items by any secure means but this will be at your own cost. We request that you contact us at custmercare@ipilya.com if you would like to use an alternative service to DHL. Please note that we may not accept liability for goods that are not returned via DHL.

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GIFT WRAPPING

All products purchased on this site are delivered in gift boxes bearing the IPILYA logo. The products are wrapped in tissue paper and enclosed in an IPILYA gift box that is wrapped with a ribbon.

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GUARANTEE OF AUTHENTICITY

IPILYA guarantees the authenticity of all the products purchased on our website. The products marked IPILYA are produced with the finest materials by expert craftsmen. All of our products are made in Italy.