FAQs

How do I track the status of my order?

When your order has shipped, we’ll send you an email notification; kindly allow 48 hours for tracking information to become available. If you have trouble tracking your order, or if you haven’t received your order within 10 days of your order confirmation, please contact us at ciao@pisanietal.com with your name and order number. We’ll find out what’s going on and will follow up with you directly.

What payment methods do you accept?

We currently accept credit cards and debit cards (Visa, Mastercard, American Express, Discover, JCB, Diners Club, Elo), Apple Pay, Google Pay, Shop Pay, Facebook Pay, and Paypal.

If you have any questions about your desired payment method, please contact us at ciao@pisanietal.com.

What is your shipping policy?

Once your order is placed, you’ll receive an email confirmation; we’ll ship your order within 3 business days (excluding weekends and holidays). To confirm shipment, you'll receive an email with your tracking information.

Due to Covid-19, shipping services are experiencing delays. Please be aware that orders may arrive after the estimated delivery date. We apologize for the inconvenience.

See below for shipping details based on your location.

Domestic orders

For all orders shipped within the US, we offer free standard shipping (estimated 1-5 business days).

Additionally, we offer expedited shipping for all product except the De Aetna Profumo and Profumo Viaggio. Expedited shipping cost and the estimated delivery times are calculated at checkout.

Please keep in mind that due to Covid-19 and the holiday period, items may arrive after their estimated delivery dates.

Unfortunately, we’re not able to offer delivery to PO boxes.

International orders

ELIGIBLE ITEMS

All items except our De Aetna Profumo, and De Aetna Profumo Viaggio are able to be shipped internationally.

ELIGIBLE COUNTRIES

We currently ship to: Austria, Belgium, Bulgaria, Canada, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

If you do not see your country of residence listed and would like to order from our site, please get in touch with us at ciao@pisanietal.com.

SHIPPING

The rate for shipping internationally will be calculated upon checkout. Depending on which method you choose, the shipping times may vary. Your order will processed and shipped within three business days.

CUSTOMS, DUTIES AND TAXES

You (our dear customer) are responsible for all taxes and duties (including VAT) imposed by your country of residence upon delivery. This amount will be based on which items are ordered, the total amount of the order, and the country of delivery.

Pisani et al. is not responsible for any packages held by international customs agencies, and we’re not able to estimate what these agencies might require. Please check with your country's customs office to determine their procedures and any potential charges.

Your package may arrive at your local post office or delivery center and be held until pickup and duties payment. Unfortunately, if you neglect to pick up your package and it’s returned to us, we won’t be able to refund the original shipping charge.

What is your return policy?

A note about returns: pisani et al. partners with Italian artisans and small family companies; we hope you’ll be delighted by whatever you purchase and will enjoy it for many years. Each piece we produce is inspected rigorously, and we pride ourselves on shipping everything in pristine condition. If you choose to return anything, kindly understand we will expect it to arrive in the same pristine, unused condition.

TIMING

We have a 14-day return policy on certain items -- which means you have 14 days after receiving your order to request a return. All items listed "final sale" cannot be returned. Please see below for a list of non-returnable items. Unfortunately, we're not able to accept returns for purchases shipped outside of the US.

As a reminder: to be eligible for a return, your item must be in the same condition in which you received it (unworn or unused, with tags still on the product, and in its original packaging). You’ll also need a receipt or proof of purchase.

To start a return, you can contact us at ciao@pisanietal.com. If we can accept the item, we’ll send you a return shipping label with instructions on how and where to send your package. If you choose to use the return label we provide, we’ll deduct $15 from your refund amount. Alternatively, you may choose your own shipping method. Please note: items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at ciao@pisanietal.com.

DAMAGED OR INCORRECT ITEMS

Please inspect your order upon receipt and contact us immediately if you feel the item is defective, damaged -- or if we sent the wrong item. Our goal is for you to be thrilled with your order, and so if there’s anything you need to let us know, please get in touch at ciao@pisanietal.com.

EXCEPTIONS / NON-RETURNABLE ITEMS

We do not accept returns or exchanges on all items labeled final sale, including the De Aetna Profumo, De Aetna Profumo Viaggio, or the De Aetna Candela. Please get in touch if you have questions or concerns about your specific item at ciao@pisanietal.com. Unfortunately, we’re not able to accept returns of gift cards or for purchases made outside of the US.

EXCHANGES

If you’d like to exchange your purchase for another item, please return the original item and make a new purchase.

REFUNDS

We’ll let you know once we’ve received and inspected your return and confirm if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method.

Unfortunately, we’re not able to refund any shipping costs. Please remember it can take some time for your bank or credit card company to process and post your refund.

I’m looking for a gift, can you help me?

Yes! Our items make wonderful gifts, and we’d be delighted to answer any questions or help you find the perfect selection. Get in touch at ciao@pisanietal.com.

We also offer digital or physical gift card options.

How do I care for my pisani et al. product?

CALF LEATHER

Our leather products are crafted as they were 100 years ago, using only top-quality, full grain, natural, chrome-free skins with a delicate shine and touch.

Some of the natural characteristics of the leather, such as wrinkles and veins, are not considered defects, but give the leather its refined look and feel. Our products become more beautiful with use: over time, some scratches will appear, giving each item personality and life.

To ensure that your leather ages well, we recommend:
- do not expose to intense heat, direct light or humidity
- for lighter colors, avoid direct contact with fabrics or leathers that can bleed color
- avoid direct contact with make-up and perfumes or substances that can stain
- for cleaning, use a soft white cloth with a pinch of leather conditioner

PIPE SNAKE (EXOTIC) LEATHER

Our exotic products are all chrome-free.

Some of the natural characteristics of these precious skins–such as irregular scales and chromatic variation–make them unique and are not to be considered defects. Pipe Snake skin is durable and can hold up well to frequent use.

To ensure that your exotic item ages well, we recommend:
- do not expose to intense heat, direct light or humidity
- for lighter colors, avoid direct contact with fabrics or leathers that can bleed color
- avoid direct contact with make-up and perfumes or substances that can stain
- for cleaning, use a soft white cloth with a pinch of leather conditioner, buffing in the direction of the scales

SILK

Precious silk is one of our favorite materials: bright duchesse, yarn-dyed silk for neckties, or faille silk have always been synonymous with elegance and luxury. Our silks are produced in Como, the Italian city known throughout the world for the production of this noble material.

To ensure that your silk ages well, we recommend:
- avoid contact with water or with any liquid or substances that might stain
- professional dry clean only

CASHMERE AND WOOL

Our cashmere and wool products are naturally soft to the touch and are meant to be enjoyed.

To ensure that your cashmere ages well, we recommend:
- avoid direct contact with make-up and chemical substances that can stain
- professional dry clean only

GRIFFO TREASURE BOX

The oval form of our Treasure Box is inspired by the period in our Bembo font. Created by our Florentine artisans and made entirely from a single piece of solid olive wood, this piece feels excellent in the hand.

Olive wood is a natural and living material; to ensure it ages well, we recommend:
- do not leave in humid environments; avoid contact with water or with substances that might stain
- clean and polish with the pisani et al. suede cloth tucked inside the box

I have a question that isn’t answered here.

Send us a message at ciao@pisanietal.com. We’d be delighted to be in touch.