Frequently asked questions
Answers to the most common questions about orders, payments, shipping and returns. Can't find what you're looking for? Our customer service is at your disposal.
Orders and payments
Do I need to register to buy?
No, you can complete your order as a guest. With an account, however, you get order history, tracking and returns management directly from your "My Account" area.
Which payment methods are accepted?
We accept credit and debit cards (Visa, Mastercard, American Express), PayPal, bank transfer, cash on delivery and instalment payments with Scalapay and Klarna. You'll find the full list and details on the Payment methods page.
I'm paying by bank transfer: when does my order ship?
After ordering you receive an email from our customer service with the bank details for the transfer. Send the transfer receipt with your order number to assistenza@pkbypaskal.it within 48 hours: otherwise the order will be cancelled automatically. Shipping times start from when the payment is credited to our account.
Do prices include VAT?
Yes: for DDP (Delivery Duty Paid) shipments to Italy and European Union countries, VAT is already calculated and included in the purchase price.
How do I know my order was successful?
Right after purchase you receive a confirmation email with your order number. When the parcel ships you receive a second email with the tracking code. In the "My Account" section you can check your order history and status at any time.
Shipping and delivery
How long does my order take to arrive?
Orders placed by 12:00 on a working day are processed the same day; after 12:00, the next working day. Shipments leave Monday to Friday, excluding holidays. Express delivery takes 1–2 working days in Italy and 2–3 in the European Union. All details and rates are on the Shipping & delivery page.
Can I track my shipment?
Yes: when the goods ship, you receive the tracking number by email to follow the delivery in real time. Tracking is also always available in your "My Account" area.
Returns and support
Can I return a product?
Yes, you have 14 days from delivery. Request the return from your customer account (or via the withdrawal form if you're not registered): once authorised you receive the shipping label, and you have 3 days from receiving it to drop the parcel off. The return is free if shipped within 5 days of receiving the goods; from day 6 to day 14, €6.90 (Italy) or €14.90 (abroad) is deducted from the refund. All conditions are on the Returns page.
How can I get support?
Our customer care is available Monday to Friday, 09:30–13:30 and 16:00–20:00, excluding holidays. Write to assistenza@pkbypaskal.it or call +39 081 5567392. Requests sent outside these hours are handled on the next working day.
Didn't find the answer you were looking for?
No problem: our customer service is at your disposal Monday to Friday, 09:30–13:30 and 16:00–20:00.
