Refund policy
At Pianella's, each piece is crafted and packed with care.
We hope you love your order, but if something isn’t quite right, we’re here to help.
1. Eligibility
We accept returns for eligible full-price items purchased online.
To qualify for a return:
- The items must be returned unworn within 14 days.
- The items must be in the same condition they were received in.
- The items will be inspected and if they meet the criteria they will be accepted.
- We have the right to refuse any returns that come back to us not following our guidelines.
- The items must be unworn and must have hygiene sticker in place and all swing tags attached
- Unworn items must be returned in the original PIANELLA’S light pink swimwear tubes and outer packaging envelope - this protects them for damage in transit. If our items are received back damaged, we are not liable.
- We recommend trying on your swimwear with underwear on. Please ensure you are not wearing makeup or deodorant whilst trying our pieces on that can leave stains on the clothing. This will result in your
return being rejected. - We will not refund any items that return back to us with marks or in the condition that they weren't delivered to you in.
- Your refund will be processed within 7 -10 days and issued to the bank account used at checkout.
We cannot accept returns on:
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Personalised or made-to-order pieces,
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Swimwear with removed hygiene seals, marks or stains.
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Gift cards or sale items marked “Final Sale.”
2. Return Window
United Kingdom
Under the Consumer Contracts Regulations 2013, you have:
14 calendar days from the day after delivery to notify us that you wish to return, and a further 14 calendar days to send the item back.
United States
For U.S. customers, we offer a 14-day return period from the date of delivery.
Returns must be shipped back within 14 days of receipt.
To initiate a return, please email contact@pianellas.com with your order number and the items you wish to return.
We’ll respond with next steps and a return shipping label.
3. Return Shipping & Fees
Return shipping is arranged and paid for by the client.
To initiate a return, please contact our customer service team with your order number and reason for return. We will provide you with the return instructions and the return address.
EU Returns
To initiate a return, please contact our customer service team with your order number. We will provide return instructions and the return address.
EU customers may return items for a refund. Return shipping is paid for by the customer. We offer the option to arrange the return shipping on your behalf. The cost of the return shipping will be deducted from your refund.
Alternatively, customers may choose to arrange and pay for return shipping independently using a tracked service.
Once your return has been received and inspected, your refund will be processed (excluding original shipping costs and any duties or taxes paid at delivery, if applicable).
US & International customers
To initiate a return, please contact our customer service team with your order number. We will provide return instructions and the return address.
US customers may return items for a refund. Return shipping is paid for by the customer. We can also arrange a return label on your behalf if requested, and the cost of the return shipping will be deducted from your refund.
Alternatively, customers may choose to arrange and pay for return shipping independently using a tracked service.
Once your return has been received and inspected, your refund will be processed (excluding original shipping costs, any duties or taxes paid at delivery, and return shipping costs if a label was provided by us).
How to Return
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Email contact@pianellas.com within 14 days of receiving your order to request a return.
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Once approved, you’ll receive a return label or address and instructions.
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Please ship your return within 14 days of approval to ensure timely processing.
4. Refunds
Once your return is received and inspected, you’ll receive an email confirmation.
Approved refunds are processed according to your original payment method upon receiving the return.
Original shipping costs are non-refundable.
If your item arrived damaged or defective, please contact us immediately so we can arrange a replacement or full refund (including postage).
Refund processing depends on two stages, our internal processing and the bank/card provider’s timeline.
Refund Timelines
| Stage | UK Orders | EU & US Orders |
|---|---|---|
| Return transit time | 3–5 business days | 7–14 business days |
| Processing at Pianella's studio | 3–5 business days after receipt | 3–5 business days after receipt |
| Refund credited to your account | 5–10 business days (depending on your bank or card issuer) | 7–14 business days (depending on your bank or card issuer) |
Once your return reaches us and is approved, refunds are usually completed within 5–10 business days for UK orders, and 7–14 business days for U.S and international orders. You’ll receive an email confirmation as soon as your refund is processed.
5. Exchanges
We do not currently offer direct exchanges for international orders. We only offer exchanges for UK orders. If you'd like to exchange your item, please contact our customer service team at contact@pianellas.com
If you are a U.S or international client and you would like a different size or style, please return your item for a refund and place a new order.
6. U.S. Returns - Duties & Taxes
For U.S and international orders, any duties or import taxes paid at delivery are non-refundable through Pianella's. If you wish to reclaim these charges, please contact your carrier or local customs office directly. We recommend using the tracked return label.
7. Contact
If you have any questions about your order or need help arranging your return, please contact us at:
contact@pianellas.com
+44 7884 043600
Mon–Fri | 10:00–17:00 UK time