FAQs
FAQs
Need help?
We’re here for you—text us on WhatsApp or email us at info@piaes.com.
Before reaching out, explore our FAQs below to see if your question has already been answered:
Where is Piaes based?
Our headquarters and warehouse are proudly located in the UK. For more details, visit our Terms & Conditions page. Learn about our story on our About Us page.
I’ve placed an order—where is it?
We understand you're excited to receive your Piaes piece! Once your order has been dispatched, you’ll receive tracking details to monitor its journey from our warehouse to your address.
For tracking updates, we recommend contacting the courier directly using your tracking and address information.
You can also refer to our Shipping Page for estimated delivery times. For additional questions, email us at orders@piaes.com.
Will I be charged customs fees?
For orders outside the UK, customs fees may apply and are not included in your delivery charge. These fees are determined by your country’s customs and will be communicated to you by the courier.
For EU orders, customs fees have applied since January 1, 2021, following Brexit. Unfortunately, we cannot advise on exact costs in advance.
For further assistance, email orders@piaes.com.
What payment methods do you accept?
We accept the following payment methods:
- Credit Cards: Visa, Mastercard, and American Express (securely verified via Secure Code).
- Payment Apps: Alipay, Apple Pay (mobile), and Android Pay (mobile).
Payment is securely processed through trusted financial partners, ensuring no sensitive banking details are stored on our website.
What are your shipping rates?
Shipping rates vary based on your delivery country. For detailed pricing and estimated delivery times, visit our Shipping Page.
When will you restock?
Our collections are produced in limited quantities to maintain exclusivity. Occasionally, we restock select items. To be notified about a restock:
- Navigate to the product page and select your size.
- Click the "Notify Me When Available" button.
We’ll email you as soon as your chosen product is back in stock. For early access to new collections and restocks, subscribe to our newsletter.
I have an issue with my order
We’re sorry to hear that. Please email us at orders@piaes.com, and a member of our customer service team will assist you directly.
Can I return my order?
Yes, you can. For complete details on our returns and exchanges, refer to our Exchanges & Returns page.
You have the right to cancel your purchase within 14 days of receipt for a full refund. Notify us in writing at orders@piaes.com and follow our return instructions.
Please note: If returned goods are not handled with reasonable care, we reserve the right to claim against any damages or losses.
Do you offer free returns?
At this time, we do not offer free returns. We recommend using insured, trackable delivery for your protection when returning goods.
I received a faulty item
We’re committed to quality. If you’ve received a faulty item, email us at orders@piaes.com with photos of the issue before returning the item. This helps us assess the damage and expedite the process.
When returning a faulty product, please indicate the issue on your returns form.
Why was my order canceled?
Occasionally, orders are canceled due to:
- Item unavailability.
- Payment processing issues.
- Invalid shipping information.
- Duplicate or suspicious orders.
You’ll receive an email explaining the reason for the cancellation, and no charges will apply for canceled items. For product alternatives, email us at info@piaes.com.
Where’s my refund?
Refunds are processed within 14 days after your return is received and inspected at our warehouse. You’ll receive an email confirmation once the refund is issued.
Please note that it may take 7–10 business days for your payment provider to reflect the refund in your account. If there are delays, contact your bank or payment provider for an update.
