Help - Customer Support

SUPPORT

Welcome to the only official on-line shop of Paquito Pronto Moda. In this site area you can find whatever you may need, from practical to legal information.

We can help you on any aspect regarding orders, deliveries and returns. If you can't find what you're looking for or have specific questions, call us (Monday to Friday, from 8.30a.m. to 5.30p.m., except public holidays):

+39 051 862430

or write an e-mail to:

info@paquitoprontomoda.com

GUIDE TO THE SITE

Purchasing on Paquito Pronto Moda is easy: Check our catalogue by clicking on a category (Sweaters/Trousers/Jackets/etc.), or start from our total looks on the homepage (products in the "Shop Window").

The product page allows you to better see the item thanks to pictures taken from the front, the back, in details and using a zoom tool.

You can also see a short description, the item code (refer to it for any question or issue), the components, the description in details, the price, the link to the Size Guide, as well as the buttons to share the product info on your social network.

From the product page, you can add the item to your Shopping Bag (button "Add to Shopping Bag")and select the colour, the size and the quantity
Until you complete your registration, the Shopping Bag will not be stored to be displayed later.

From the Shopping Bag you can change the quantity (buttons + and -) and remove the items (button "Remove").

Choose the method of shipment and payment and click on "Proceed".

To continue with your order, you will have to register.

Registration is in two steps: In the former you have to submit your e-mail, user name and password.

In the latter, you complete the registration with the details needed for shipment and invoice.

We will send you an e-mail to confirm your registration.

Once you register, you will be directer to the bank page where you will have to enter your credit cart details.

If you receive the confirmation e-mail and display the Congratulations page, it means your purchase was carried out successfully.

Your order will be immediately visible within the area “My Orders”, which can be accessed via the menu “My Profile”. Here you can also see past orders and look up the status of your shipments through a specific link to the Bartolini website.

In case you don't receive the Confirmation e-mail, check the "Srlm" or "Unsolicited Bulk E-Mail - UBE" folders of your account: If it's the first time you place an order on Paquito Pronto Moda, some providers may label the confirmation e-mail as Srlm.

If you can't find the Confirmation in Srlm either, do not order again but rather write to info@paquitoprontomoda.com. We will contact you as soon as possible to confirm whether we received your order correctly.

Please remember that, to browse correctly the Paquito Pronto Moda site, you need to enable cookies and javascript. In particular, enabling cookies is required to run the site basic functions. These cookies allow the identification of the customer who is using the site during one single session or, if required, also in the following sessions. Thanks to this kind of cookie, it is possible to add items to the Shopping Bag, carry out payment easily, solve problems regarding safety and ensure compliance with the applicable regulation. (Check our PRIVACY POLICY).

GUIDE TO THE SIZE

PAYMENT METHOD

The payment methods accepted on Paquito Pronto Moda are:
- CREDIT CARDS
- PAYPAL (if you want, you can take advantage from PAYPAL PAY IN 3!)
- CASH ON DELIVERY
- BANK TRANSFER (IBAN: IT84J0306936745100000009451 - Banca Intesa San Paolo)

About Bank Transfer
Your order will be processed only after the payment (the sending of transfer receipt is not enough). If we will not receive the payment within 5 days, the order will be deleted. For any request or information relating to the order or shipment, please contact us by email at info@paquitoprontomoda.com.

About Cash on Delivery
The company reserves the right to ask for confirmation of the order before proceeding with the shipment by email/whatsapp and in case of no response within three working days the order will be cancelled.

The billing address is the same as the shipping addresses. Once Access to "My Account" (registration procedure) you can manage multiple delivery addresses.

VAT is already included in the product visible.

SHIPMENT METHODS

Your order will be delivered within 1/2 days in Italy (2/3 in Europe) from the moment of the order, from Monday to Friday. During high season the times could be a bit longer.

STANDARD SHIPMENT

- ITALY: € 10,00 (except "Cash On Delivery")
- EUROPE: € 20,00 (Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Germany, Denmark, Eesti, Spain, Finland, France, Greece, Croatia, Hungary, EIRE, Lithuania, Luxembourg, Latvia, Netherlands, Poland, Portugal, Romania, Sweden, Slovenia, Slovakia)
- UNITED KINGDOM, UNITED STATES, CANADA: € 30,00
- OTHER NON-EU COUNTRIES: € 40,00 (Australia, China, South Korea, United Arab Emirates, Japan, Hong Kong, Taiwan, Martinica, Mexico)

Shipment charge is free from € 100,00 for Italy and € 150,00 for Europe, excluding United Kingdom.

Paquito Pronto Moda chooses Bartolini as its courier.

You’ll be able to look up the status of your order in the area “My Orders”. Just log in to the Paquito Pronto Moda website with your username and password .

REGISTRATION

By registering on Paquito Pronto Moda (upper Menu "Login"), you can:
- Access to the site with your profile ;
- Store your Shopping Bag for five days since the last item was added;
- Skip the Registration procedure when placing an order;
- Manage your shipment addresses;
- Modify your personal data;
- Benefit from possible promotions and customized offers.


Registration is in two steps: In the former you have to submit your e-mail, user name and password.

In the latter, you complete the registration with the details needed for shipment and invoice.

We will send you an e-mail to confirm your registration. Gender and date of birth are required to receive offers suitable for your needs in the future. Anyway, the fields are discretionary.

If you forget the password, you can retrieve it following the link under Login and Password in "My Profile" page. Submit the e-mail address you provided during Registration and you will receive all the information needed by e-mail in a few minutes.

The invoice and the shipment addresses are the same.

Once you access to your account (button "My Profile"), you can manage more than one shipment address and modify your personal data.

RETURNS AND REFUNDS

In case, for any reason, you are not satisfied with your purchase, you can return one or more items no later than 14 days from the delivery date.

The shipment of FIRST RETURN is FREE for EVERY ORDER for ITALY and EUROPE countries, excluding United Kingdom.

Return shipping costs for Great Britain, United States, Canada and Other non-EU Countries are borne by the customer.

Any customs clearance/collection costs for Great Britain, United States, Canada and Other non-EU Countries are borne by the customer.

Paquito Pronto Moda reserves the right to refuse returns communicated or shipped after the stated period or in case the items are not intact.

We check every item before shipment. Items are equipped with a tag and must be returned with it. Therefore we recommend not to remove it until you are not sure the item fits you.

The items returned with damages, stains or any other evident modification will be refused and shipped back to the customer, who will be charged with the standard shipment (Cash on Delivery payment).

In case you receive faulty or flawed items, write immediately to info@paquitoprontomoda.com. The replacement of an item of the same size and colour depends on the stock availability. Shipment is free of charge. In case the item can not be replaced, the standard refund procedures will be carried out.

To return an item, first of all you have to write to info@paquitoprontomoda.com and report the reference number of the order, the item code, the delivery date and the reason why you want to return it. Once we have checked the reasons comply with our Terms of Business, you will be contacted by Bartolini and you will arrange with him a date and place for the withdrawal. The collection must take place no later than 5 working days from the date of authorization of the return. WARNING: YOU MUST SAVE THE ORIGINAL PACKAGING (BOX) THAT WILL BE REUSED BE RETURNED BY REMOVING THE LABEL. You don't need to return the whole order, but even only a part of it.

After our staff has received the returned items and checked they are intact, we will carry out the refund procedure. We will inform you as soon as we start it. This procedure will be finished within 30 working days from the date when we received the returned items. An amount equal to the price of the good will be credited to Paypal, Credit Card or Bank Transfer with the exception of Cash on delivery which will always be made by bank transfer to the IBAN indicated by the customer.

F.A.Q. - FREQUENTLY ASKED QUESTIONS

The colours of the items displayed are exactly the same as the real ones?
The purpose of the pictures is to show the real colours of the products.
However, as computer displays can be different, we can not guarantee that the colour shown by your display is perfectly identical to the colour of the real item.

I added a series of items to the Shopping Bag. Are they booked?
The registered user can store the items in the Shopping Bag for 5 days, but has no right of priority before other users. The items are booked only after the payment procedure is carried out.

I received only some of the items I ordered. Why?
Your order will be completed soon. If you order more than one product at a time, your order may be delivered to you with multiple shipments. This is due to the fact that the items in your order may be located in different storage facilities. You can still look up the shipment status of the single items in the area “My Orders”.

What's the policy for returns?
Write an e-mail to info@paquitoprontomoda.com explaining the reasons for the return. Once we have checked the reasons comply with our Terms of Business, you will be contacted by Bartolini and you will arrange with him a date and place for the withdrawal. The collection must take place no later than 5 working days from the date of authorization of the return.
WARNING: YOU MUST SAVE THE ORIGINAL PACKAGING (BOX) THAT WILL BE REUSED BE RETURNED BY REMOVING THE LABEL
You don't need to return the whole order, but even only a part of it. For any doubt, see the Return Conditions you find in the RETURNS AND REFUNDS section in this area.
The shipment of FIRST RETURN is FREE for EVERY ORDER for ITALY and EUROPE countries, excluding United Kingdom.
Return shipping costs for Great Britain, United States, Canada and Other non-EU Countries are borne by the customer.
Any customs clearance/collection costs for Great Britain, United States, Canada and Other non-EU Countries are borne by the customer.
Did you receive the packet with my returned item/s?
We will inform you by e-mail when the packet arrives at out warehouse and we start the refund procedure, provided that the products returned are intact and comply with our Terms of Business.

What are the refund times and methods?
After our staff has received the returned items and checked they are intact, we will carry out the refund procedure. We will inform you as soon as we start it. This procedure will be finished within 30 working days from the date when we received the returned items. An amount equal to the price of the good will be credited to Paypal, Credit Card or Bank Transfer with the exception of the Cash on Delivery which will always be made by bank transfer to the IBAN indicated by the customer.

Can I modify my order?
It is not possible to modify an order once it has been placed. In case you purchased the wrong item, you can tell us writing to info@paquitoprontomoda.com. We will follow the same procedure as for returns.

Some items are missing or flawed. What should I do?
Write to info@paquitoprontomoda.com and specify the reference number of the order and the codes of the missing products or flawed items. We will follow the same procedure as for returns.

Is payment by credit card safe?
We ensure that every purchase is completely safe thanks to the most advanced data cryptography systems. The security is guaranteed by the Moneta Online system.

I carried out the payment by credit card and displayed the "Congratulations" page, but I did not receive any confirmation e-mail. What should I do?
Check the "Srlm" or "Unsolicited Bulk E-Mail - UBE" folders of your account: If it's the first time you place an order on Paquito Pronto Moda, some providers may label the confirmation e-mail as Srlm. If you can't find the Confirmation in Srlm either, do not order again but rather write to info@paquitoprontomoda.com. We will contact you as soon as possible to confirm whether we received your order correctly.

TERMS OF BUSINESS

1. SUBJECT

1.1. These General Terms of on-line Business (hereinafter "GTB") regulate the agreement (hereinafter "AGREEMENT") for the sale of clothing and accessories exclusively marked Paquito Pronto Moda (hereinafter "PRODUCTS") provided by Paquito Pronto Moda Srl established in Via dei Lanaioli – Blocco 4, 40050 Centergross Bologna, VAT 00534181201 (hereinafter "Paquito Pronto Moda"), through its website Paquito Pronto Moda (hereinafter "SITE") to the users of the SITE (hereinafter "CUSTOMER" or "CUSTOMERS").
1.2. In these GTB, the terms CUSTOMER or CUSTOMERS refer to the consumer or the consumers as described in article 3, para 1, point a), of Legislative Decree no.206 of 6 September 2005 (hereinafter "CODE"), that is: "any natural person acting for purposes which are outside his/her trade, business or profession".

2. EFFECTIVENESS AND MODIFICATION OF THE GTB
2.1. GTB are available on the SITE to be easily read by the CUSTOMER before Registration and before purchasing any PRODUCT. They shall be deemed to have been accepted during the Registration and the forwarding of the purchase order. They can also be printed or stored on the CUSTOMER's computer.
2.2. The GTB applicable to the PRODUCT sale are those published on the SITE the day when the order was placed. Therefore, the CUSTOMER will have to read the GTB every time he/she wants to purchase through the SITE.
2.3. Paquito Pronto Moda's mere tolerance or non-objection to any CUSTOMER's failure to fulfil his/her obligations as described in the GTB, can not be interpreted as implied acceptance of such non-fulfilments, nor as the will to waive the conditions agreed between the parties.

3. REGISTRATION AND PURCHASE PROCEDURE
3.1. The CUSTOMER states that he/she wants to purchase PRODUCTS by submitting his/her own details and making a request directly on the SITE. Following the purchase procedure explained on the SITE, the CUSTOMER will be able to place the electronic order via computer (hereinafter "ORDER") and carry out payment.
3.2. The Order Form includes a recap of the main features of each item ordered, its price (including all the tax rates applicable), the payment method selected, the delivery method, the shipment and delivery charges. Before sending the ORDER, the CUSTOMER must carefully read the whole document, spot and correct possible mistakes in the data reported.
3.3. All PRODUCT purchase orders are subject to stock availability and, thus, to Paquito Pronto Moda's confirmation. Paquito Pronto Moda will communicate the PRODUCT availability by sending the SHIPMENT CONFIRMATION by e-mail to the CUSTOMER.
3.4. In case the ORDER can not be fulfilled due to non-availability of one of the PRODUCTS, Paquito Pronto Moda will inform the CUSTOMER by e-mail and will ask him/her to confirm the purchase ORDER for the other available PRODUCTS. In any case, non-availability of one or more PRODUCTS ordered will not automatically entitle the CUSTOMER to cancel the whole ORDER.
3.5. The AGREEMENT between the CUSTOMER and Paquito Pronto Moda is regulated by the ORDER, the SHIPMENT CONFIRMATION, the GTB and the Privacy Policy (hereinafter "PRIVACY"). The last two documents are published on the SITE.

4. Paquito Pronto Moda'S RIGHTS AND OBLIGATIONS
4.1. Paquito Pronto Moda commits itself to delivering the PRODUCTS to the address and in the terms stated by the CUSTOMER in the ORDER. Paquito Pronto Moda will not be responsible for delivery problems due to inaccuracy or incompleteness in filling out the ORDER or for the CUSTOMER's non-traceability. The delivery is carried out by express courier, therefore we do not accept P.O. boxes.
4.2. In case of total or partial return of the PRODUCTS under the right of withdrawal or the guarantee established by law, Paquito Pronto Moda will refund only the amount due, as reported in the following articles 10 and 11.

5. CUSTOMER'S RIGHTS AND OBLIGATIONS
5.1. The CUSTOMER is the only responsible for the truthfulness and the accuracy of the data provided to Paquito Pronto Moda when registering through the SITE and he/she commits himself/herself to communicate possible changes in the data submitter in a timely manner.
5.2. When registering and placing the ORDER, the CUSTOMER declares that he/she: Has read, understood and accepted the GTB and the other information reported on the SITE -including PRIVACY; is of age; has the legal capacity to act.
5.3. Once the purchase procedure is over, the CUSTOMER commits himself/herself to store an electronic copy and print a hard copy of the ORDER and the GTB for future reference, as recommended in article 2.1.

6. USING THE SITE
6.1. The main PRODUCTS features are reported on the SITE in each product page. The pictures and the colours of the products on sale on the SITE may not perfectly correspond to the real ones due to the Internet browser and the display used to connect to the SITE.
6.2. Paquito Pronto Moda takes on no responsibility for problems caused to the CUSTOMER by the use of the SITE and the technology employed, as they do not depend on its will - For example: a) Errors, delays or impossibility to access to the SITE when the CUSTOMER needs to carry out the purchase procedure; b) Errors, delays or impossibility to receive Paquito Pronto Moda communications regarding the PRODUCT's sale.
6.3. In any case, Paquito Pronto Moda commits itself, as far as it can, to solve the problems that may arise and provide the help the CUSTOMER needs to offer a fast and satisfying solution to the problems mentioned above.

7. PRICES AND PAYMENT
7.1. The prices of the PRODUCTS are those displayed on the SITE when the ORDER is placed and, unless otherwise specified, include the VAT amount. The prices displayed on the SITE for each PRODUCT do not include shipment and delivery charges. These will be added and reported before the ORDER is placed and also later, in the ORDER CONFIRMATION.
7.2. As reported in the ORDER, the total price for the purchase and the shipment will be charged to the CUSTOMER when he/she makes the payment.

8. PRODUCTS DELIVERY TO THE CUSTOMER
8.1. When the courier deliveries the PRODUCTS, the CUSTOMER will have to check: a) The quantity and type of items ordered correspond to what is reported on the transport document; b) The packaging used is intact, not damaged, wet or altered in any way even only in the closing part.
8.2. Possible anomalies must be notified immediately to the courier at the delivery by reporting them in the delivery note. In order to make Paquito Pronto Moda's inspection procedure more easy and fast, the CUSTOMER may write an e-mail to info@paquitoprontomoda.com.

9. RIGHT OF WITHDRAWAL
9.1. Within 14 days from the day the CUSTOMER receives or collects in the shop the PRODUCTS purchased on the SITE, he/she has the right to withdraw from the agreement with Paquito Pronto Moda. In this case, the CUSTOMER does not have to specify the reason for the withdrawal and is not subject to penalty, provided that the PRODUCTS returned are intact, were never worn, are supplied with their packet and the original tags and labels as specified in 10.4.
9.2. If the CUSTOMER exercises the right of withdrawal, even only partially, the PRODUCTS must be returned in one single shipment.
9.3. If the CUSTOMER wants to exercise the right of withdrawal as described in this article, he/she must: a) Notify it by e-mail to info@paquitoprontomoda.com attaching the SHIPMENT CONFIRMATION sent by Paquito Pronto Moda and specifying the code/s of the item/s returned (hereinafter "PRODUCTS RETURNED") and the reason for the return under the "Termination for Convenience"; b) Paquito Pronto Moda Srl will contact Bartolini who will go to the specified address and the CUSTOMER must prepare, within the following 5 working days from the communication by e-mail of the withdrawal, the products to be returned in a well-sealed package to be delivered to the courier.
9.4. All PRODUCTS are provided with identification tag, internal labels and single package. In case the CUSTOMER exercises the right of withdrawal, Paquito Pronto Moda may not accept PRODUCTS RETURNED without their tags and internal labels or items that were used, worn, washed, damaged or whose basic and qualitative features were altered in any way.
9.5. If the right of withdrawal is exercised according to the guideline and terms described in this article, Paquito Pronto Moda will confirm by e-mail the acceptance of the PRODUCTS RETURNED as soon as possible. Moreover, Paquito Pronto Moda will refund through bank procedure the expenses the CUSTOMER incurred to purchase and ship the products. If this procedure is not followed by the CUSTOMER, it will not be possible for Paquito Pronto Moda Srl to proceed with the refund.
9.6. In any case, Cash on Delivery payment is forbidden for returns.

10. RETURN DUE TO DEFECTS OR NON-COMPLIANCE OF THE PRODUCTS
10.1. For the PRODUCTS purchased, Paquito Pronto Moda provides legal guarantee of compliance with the conditions within the limitation and prescription periods set by the law. In particular, the rights that arise from this guarantee can be exercised provided that the PRODUCTS were used suitably, with care and in compliance with their intended use and the instruction given. Moreover, the CUSTOMER must provide the delivery note of the PRODUCTS RETURNED and the order number.
10.2. If the products are flawed or different from those ordered (hereinafter "FLAWED PRODUCTS"), the CUSTOMER will have to notify it by e-mail to info@paquitoprontomoda.com attaching the SHIPMENT CONFIRMATION sent by Paquito Pronto Moda and specifying the code/s of the item/s returned and the reason for the return: For "defects of the PRODUCTS".
10.3. Paquito Pronto Moda will: Contact the courier and book the collection within 14 (fourteen) days from the notification e-mail; inform the CUSTOMER about the collection date by e-mail. From the moment the CUSTOMER gives the FLAWED PRODUCTS to the appointed courier, he/she has no responsibility in case of loss or damage of the products returned due to the transport.
10.4. All PRODUCTS are provided with identification tag, internal labels and single package. In case the CUSTOMER exercises the right of withdrawal, Paquito Pronto Moda may not accept the return of FLAWED PRODUCTS if they are not provided with their tags and internal labels, if they were not used with care, if they are damaged or their basic and qualitative features are altered in any way.
10.5. If the notification of FLAWED PRODUCTS is carried out according to the guideline and terms described in this article, Paquito Pronto Moda will confirm by e-mail the acceptance of the PRODUCTS RETURNED.
10.6. As soon as Paquito Pronto Moda receives the FLAWED PRODUCTS, it will check the defects notified and confirm by e-mail the receipt of the FLAWED PRODUCTS and the detection of the defects notified. Then, Paquito Pronto Moda will replace -at its own expenses- the FLAWED PRODUCTS with other products of the same model or refund through bank procedure the expenses the CUSTOMER incurred to purchase and ship the FLAWED PRODUCTS. Paquito Pronto Moda will be charged for the return.

11. PERSONAL DATA PROTECTION
11.1. Paquito Pronto Moda ensures the CUSTOMER that the personal data acquired during the sale of the PRODUCTS will always be processed legally and fairly in compliance with the provisions of Legislative Decree no.196 of 30 June 2003 (hereinafter "DECREE"), in accordance with the PRIVACY published on the SITE and available for printing.
11.2. For further detail, please refer to the regulation on the processing of personal data in accordance with art. 13 of the DECREE that Paquito Pronto Moda provided to the CUSTOMER when registering on the SITE. If needed, the CUSTOMER can write to info@paquitoprontomoda.com to ask Paquito Pronto Moda further details about the processing of personal data (art. 7 of the DECREE).

12. CONTACTS
For any service need or complaint about the PRODUCTS purchased, the CUSTOMER can contact Paquito Pronto Moda at info@paquitoprontomoda.com. 13. CONTROLLING LAW AND JURISDICTION
The GTB are regulated by the Italian law and in particular by the CONSUMER CODE and Legislative Decree no.70 of 9 April 2003 regarding some features of e-commerce.

WITHDRAWAL

The aim of Paquito Pronto Moda Srl (hereinafter "the Seller") is to ensure your absolute satisfaction. If for any reason you are not satisfied with your order, you can exercise your right of withdrawal without any penalty within 14 days from the day you received the products purchased on shop.paquitoprontomoda.com You can return the products shipping the packet with the courier recommended by the Seller or with another courier, only after sending a notification to info@paquitoprontomoda.com.

Conditions for exercising the right of withdrawal
The right of withdrawal is exercised correctly when all these conditions are fulfilled: a) The request for the authorisation to return products must be filled out correctly and sent to Paquito Pronto Moda Srl within 14 days from the delivery date. The notification must be sent via email to info@paquitoprontomoda.com; Remember that: a) The products must not have been used, worn, washed or damaged; b) The identification tag must still be attached to the products; c)The products must be returned in their original package; d) The products returned must be shipped to the Seller all together. The Seller reserves the right to fail to accept the items of one single order if they are not returned and shipped together. We try to authorize the CUSTOMER to return the product/order on the same day he/she requests it, otherwise on the working day after that from Monday to Friday. The authorization e-mail includes every detail on the shipment method. The returned products must be delivered to the courier within 5 working days from the day we authorize the return. If you fulfil all the conditions, the Seller will refund the products purchased and the only expenses you will incur are those for the shipment of the products to the Seller. In case you decide to use a different courier than Bartolini, the costs deriving from the return will be at your expenses. If the returned product can not be accepted because it does not comply with the conditions described above, you will be informed. In that case, you can choose to have the products back at your expenses. If you refuse this solution, the Seller reserves the right to keep the products and the amount paid for them.

Refund Times and Methods
Once the Seller has received your returned products and checked that all the requirements are fulfilled, you will receive an e-mail confirming the acceptance of the returned products. Whatever your payment method, the Seller will refund you as soon as possible and anyway within 14 working days from the date it was informed about your exercise of the right of withdrawal, provided that the withdrawal complies with the conditions described above. The real time needed for arranging the credit or return the amount you paid for the products depends on the payment method used. In case the purchase was made by credit cart, we ask our bank to refund you on your credit card within 30 days. From that moment, the time needed to display the amount on your account will depend on the credit institution that emitted your card, but it is usually reported within two statements of account. Identification Tag: Every product sold has an Identification Tag which is integral part of the item. We recommend you to try the product on without removing it because we do not accept returned products without it.


Download printable withdrawal form
Txt Format (.txt)