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 and Junior collections.

HOW DO I CHOOSE MY SIZE?

In the description of each item from the Women’s, Men’s 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 but only if it 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 by calling +44 2033215476 during customer service hours (Monday to Friday, from 9.00 a.m. to 6.00 p.m. CEST, except public holidays in Spain: 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: +44 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 +44 2033215476 during customer service hours (Monday to Friday, from 9.00 a.m. to 6.00 p.m. CEST, except public holidays in Spain: January, 1st, January, 6th, Easter, May, 1st, August, 15th, October, 12th, November, 1st, December, 6th, December, 8th, and December, 25th).

The promotions shown on the online store of Pepe Jeans will not necessarily be applied in physical Pepe Jeans stores.

DELIVERIES

IS DELIVERY FREE?

Shipping costs are calculated automatically at checkout and depend on:

  • Destination country

  • Size/weight of the package

  • Shipping method selected

The prices for each available option will be displayed at checkout.

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?

Delivery times depend on the destination country.
An estimated delivery time and cost will be displayed for each option, however, there is no guaranteed delivery date. Delivery dates quoted at checkout are an estimation only.

We aim to meet the delivery times quoted but during busy periods, deliveries may take a little longer. Occasionally circumstances beyond our control, such as extreme weather conditions or customs inspections, can result in delivery delays.

To track your order, please click on the link at the top of the page: https://service.global-e.com/track-my-order

WHICH COUNTRIES DO WE DELIVER TO?

Please click on the flag icon at our homepage and select your country.
If there are any shipping restrictions, or we are unable to ship this product to your country, you will not be able to checkout and pay for the item.

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 following the link: https://service.global-e.com/track-my-order

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

RETURNS

CAN I RETURN MY ORDER FOR FREE?

You will have thirty (30) calendar days from the reception of the order to cancel the contract and return the product you have acquired. You will have to notify Pepe Jeans within this period of your intention to cancel the contract.

HOW CAN I MAKE A RETURN?

You can return any product you have purchased from www.pepejeans.com within the next 30 calendar days of its delivery date.

Once your return has been received at our warehouse and the return is granted, we will refund the cost of the purchase, deducting the shipping costs, within a maximum of 14 calendar days, using the same method you used to make the payment.

To make a return, please click on the following link and follow the instructions below:
https://web.global-e.com/Returns/portal

Please follow the instructions below:

  • 1. Print the documents - the printed documents must be put inside the returned parcel.

  • 2. When you return an item we ask that it is still in the original packaging and is not worn, washed, damaged or had the tags removed. Any item which fails to meet these criteria may not be refunded.

  • 3. Please ensure the items returned are packaged into ONE parcel

  • 4. We suggest that you ship the parcel with an economy tracked service in order to be able to monitor the returned items


Returns will not be accepted as cash on delivery.
Returns will not be accepted by any other means than those indicated above.

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 return.

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. However, if you believe that the product has any faults or manufacturing defects, please contact our customer service department by sending an e-mail to intlstore@pepejeans.com or by calling (+44) 020 33215476 (Mondays to Fridays, from 9.00a.m to 6.00p.m CEST; 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).

We will carefully examine the returned product, and inform you within a reasonable period of time if you will be refunded for it. The amounts paid for products that are returned because of faults or defects, once verified, will be refunded in full, deducting the shipping costs within a period of 14 days.

Returns will not be accepted as cash on delivery.
Returns will not be accepted by any other means than those indicated above.