CUSTOMER SERVICE

SHOPPING

DO I HAVE TO REGISTER TO SHOP?

Although it isn’t obligatory to register as a Customer to shop, we do recommend it, as this gives you access to your purchase history and helps speed up any type of process in relation to your orders.

To register, click here

CAN I RECEIVE INFORMATION ABOUT NEW PRODUCTS AND OFFERS FROM PEPE JEANS?

If you subscribe to our Newsletter, you’ll be the first to receive information about new products from PEPE JEANS to enjoy exclusive discounts and promotions.

CAN I CANCEL MY SUBSCRIPTION TO THE PEPE JEANS NEWSLETTER?

You can easily cancel your subscription to the Newsletter by clicking on the link marked “Cancel subscription” in the last Newsletter you’ve received.

WHICH PRODUCTS CAN I FIND AT PEPEJEANS.COM?

Pepejeans.com is the official online store of Pepe Jeans, where you’ll find all our Women’s, Men’s, Teen and Junior collections.

HOW DO I CHOOSE MY SIZE?

In the description of each item from the Women’s, Men’s, Teen and Junior collections, you’ll find a link that will take you to a page with a size guide. CLICK HERE

CAN I CANCEL MY ORDER?

Yes, you can cancel your order providing your order has not been completed (if it is still being processed) and has not left our warehouse. To cancel, contact our Customer Service as soon as possible so that they can help you, by calling 0 206551409 (Mondays to Fridays, from 8.00a.m to 5.00p.m; on public holidays in Spain, we will remain closed: January, 1st, January, 6th, Easter, May, 1st, August, 15th, October, 12th, November, 1st, December, 6th, December, 8th and December, 25th).

PAYMENT

HOW CAN I PAY?

We offer you different ways of paying for your items at our online store:

  • Credit/debit cards: Visa, Visa Electron, Maestro, MasterCard, American Express.
  • PayPal: Pay quickly and securely using your PayPal account.

All prices are shown in the currency corresponding to the country of purchase, and may vary depending on the country you shop in.
All prices include the tax applicable to each country.

IS SHOPPING AT PEPEJEANS.COM SECURE?

Shopping at pepejeans.com is totally secure. To make sure you can shop safely, we have taken steps to guarantee that payments are made with the maximum security. All data transactions between www.pepejeans.com and financial institution payment systems are encrypted using an encryption protocol called Secure Socket Layer (SSL).

Your payments are made in the secure environment of your financial entity with Visa and MasterCard, which only accept secure electronic transactions (SET) using the International 3D Secure protocol, identified by the Verified by Visa and MasterCard SecureCode logos. The payment gateway will verify that the credit card is activated for SET and will ask the issuing bank for authorisation using a personal authentication code. The operation will only proceed if the bank that has issued the card confirms the authentication code. Otherwise, the transaction will be rejected.

CAN I GET AN INVOICE?

Yes, you can get an invoice by marking the corresponding option when making payment, and by filling in the form with the corresponding tax details.

CAN I ORDER BY PHONE?

Payment by credit / debit card will not be accepted by telephone.

Should you have any problems during the payment stage, we recommend that you contact our customer service, where one of our agents will guide you through the purchasing steps. To do this, please contact the Customer Service Department on: 02070783513. Lines are open from 8:00 am to 5:00 pm, Monday to Friday, standard network rates apply.

I’VE GOT A PROMO CODE. HOW DO I USE IT?

To use a promo code, you have to enter it in the box shown in your shopping bag, where the associated discount will be applied immediately.

If the promo code you enter is incorrect, you will see an error message informing you that the code is not valid. Make sure you’ve written it correctly, and that your order meets the conditions of the promotion.

Promotions cannot be combined with other offers.

If you have any doubts, contact our Customer Service Department on 0 206551409 (Mondays to Fridays, from 8.00a.m to 5.00p.m; on public holidays in Spain, we will remain closed: January, 1st, January, 6th, Easter, May, 1st, August, 15th, October, 12th, November, 1st, December, 6th, December, 8th and December, 25th).

DELIVERIES

IS DELIVERY FREE?

Providing you choose the standard delivery service, delivery will be completely free. If you prefer our express delivery service, you will have to pay a £5.10 fee.

CAN I COLLECT MY ORDER AT A PHYSICAL PEPE JEANS STORE?

If your order is placed at one of our stores by a member of staff, you can request your items to be delivered in store.

Alternatively, you will receive your purchase directly at the address you provided us with, for free (when STANDARD delivery is chosen).

Remember that we do not deliver to PO boxes, and that the country we deliver the items to must be the same country which website were purchased from.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Pepe Jeans offers two delivery services:

The standard service, which is free, will deliver your order within a maximum of 3 working days from the date when the package leaves our warehouse, once you see the order status marked as “Complete”.

The express service will deliver your order within 24 working hours, providing you’ve made the order before 1.00 p.m. If you make the order any later, the order will take another 24 hours. The express service costs £5.10.

If you’ve shopped at the Pepe Jeans international website, the delivery time will depend on the country where you made the purchase, and the delivery method you’ve chosen. You will be provided with this information during the purchasing process.

Please remember that during sales or promotional periods, delivery times may be slightly affected and take a little longer than usual.

WHICH COUNTRIES DO WE DELIVER TO?

We deliver throughout Spain (the mainland and Balearic Islands, except the Canary Islands, Ceuta and Melilla), Portugal (except the Azores and Madeira), Germany, France, Belgium, the UK (except Ireland, Channel Islands and Gibraltar), Italy, Holland, Austria and Poland.

If your country isn’t included on this list, enter our international website and select it.

Please remember that the delivery country must always be the same as the country where you made your purchase.

CAN I TRACK THE STATUS OF MY DELIVERY?

Yes, by entering the section marked “MY ORDERS” in your customer account, you’ll be able to track the status of your order at any time.

To access your user account, CLICK HERE.

If you’ve made a purchase as a Guest and are not registered, you can track the status of your order by using the e-mail address on the purchase confirmation, or via this link.

If you have any doubts, you can track your order status by sending an e-mail to store@pepejeans.com

RETURNS

CAN I RETURN MY ORDER FOR FREE?

Yes, returning orders is completely free.

HOW CAN I MAKE A RETURN?

You may return your order during up to 30 calendar days following reception.

Items bought as a registered user

If you shopped as a Registered User: go to your Personal Area at www.pepejeans.com, log on to your account, select the order and the items you wish to return and click on the 'Returns' link. CLICK HERE to access your user account.

The 'Returns' link will redirect you to a UPS site where you can choose from various return options. Fill in the form with your collection details to create the returns label. Download and print the label and then affix it to the box. You may drop off your package at any of the UPS Access Points located nationwide, request the home pick-up service or ask the UPS driver to provide the label when picking up the items you wish to return.

Place the items you wish to return in their original packaging or another cardboard box, remembering to include the order confirmation you received by email or the delivery note included in the original packaging Seal the box carefully and affix the return label in a place where it can clearly be seen.

Guest or anonymous shoppers

If you made your purchases as a guest: you can manage your returns via this link.

If the items were not purchased at www.pepejeans.com they must be returned via the website they were purchase at.

CAN I CHANGE THE SIZE OR COLOUR?

If you’d like to change the colour of your garment or you didn’t get the size right, we recommend you request a free return and make a new order, obviously at no additional cost.

HOW LONG WILL REFUNDS TAKE?

Within a maximum of 14 calendar days you’ll receive the refund, using the same method you used to make the payment.

CAN I RETURN A PRODUCT TO A PHYSICAL STORE?

No, at present all items purchased online must be returned via the same online store. We’re currently working on offering you this option.

I’VE RECEIVED A FAULTY ITEM

All products delivered via pepejeans.com are carefully checked to make sure they are free of defects. If your order does have any faults or defects, please contact our Customer Service Department as soon as possible. Once the return has been requested, we will arrange collection of the faulty item at the agreed address and time. Returns will not be accepted as cash on delivery. Returns will not be accepted by any other means than those indicated above.

Within a maximum of 14 calendar days you’ll receive the refund, using the same method you used to make the payment.