Free Standard Shipping for all orders over $125
Q: I am looking for a style or size that doesn’t appear on your website – when will you be receiving more or can I special order the item?
A: Unfortunately, we do not restock sizes or styles once they are sold out. However, you can use the store locator at the top of each page of our site to find a retailer in your area who might still have this product in your size. Also, if you cannot find your size in a specific style you can find a similar product in your size by using the size filter search on our website.
Q: When will you be adding more jeans and t-shirts to your website?
A: We do not have any new sportswear as our focus has shifted exclusively to Leather and Outerwear. If this changes in the future we will notify our customers through the website and e-mail.
Q: I need to know if a store in my area carries this item – can you help me?
A: You can use the “Store Locator” at the top of our website to find an authorized retailer in your area. Retailers are independently owned so we do not keep track of their inventory, however, you may contact them directly to find out if they have this style in stock. Please keep in mind, that retailers carrying our products do not match website prices just as we do not match their sale prices.
Q: Do you offer payment plans or lay-a-way?
A: We do not offer payment plans or layaway. Please watch for items to go on sale or use our store finder on the site, and see if any local stores in your area may offer a lay-a-way plan.
Q: What size should I order – do your jackets run big?
A: Our products run true to size, so we always suggest you order your normal size. Please reference our size charts for measurement details.
Q: When is the sale going to end on Clearance merchandise?
A: Sales can end at any given time on individual merchandise and a lot of it is limited in sizes. Promotion codes are generally set within a specific time frame.
Q: I purchased an item a couple of weeks ago and now it is on sale and I would like the sales price.
A: We’re sorry to say we do not make price adjustments for sales that happen after your initial purchase. As our inventory drops, deeper discounts are offered on the few pieces remaining. If you wish to shop after the Holiday hoping for a better sale that is always an option but, you risk the item selling out before you return to shop.
Q: I have a retail store location and I would like to carry your brand in my store – how would I go about that?
A: In order to become an authorized Pelle Pelle retailer we would need to know your address and contact information, so we can forward your information to the appropriate Sales Manager. If you could also provide pictures of your store via e-mail to firstname.lastname@example.org that would be helpful.
Q: Do you ship to other countries?
A: Currently, we can only ship within the United States. However, we have a few customers that have had success using the following freight forwarders.
You can contact them to ask about shipping rates and they will give you an U.S. address to ship to. Our goods will ship from: 1885 Enterprise Dr., Rochester Hills, MI 48309 USA.
The only other requirement is payment must be from a US credit card company as we do not accept international credit cards. If you do not have a US credit card, you may use the paypal payment option on the website.
Q: What state are the products shipped from?
A: Michigan, zip code 48309
Q: Has my order shipped yet?
A: Orders received prior to 1pm EST M-F generally ship the same day. During peak times (holidays / weekends / special sales) it can take up to 48 hours to process your order. You will receive an email once your order has shipped. This will have your tracking number attached so you can track your package at www.fedex.com.
Q: When will my order be delivered?
A: All packages are shipped via FedEx. Depending on the address it is shipped to and the level of service you choose when placing your order it can take from 1 to 6 days to arrive. You can get a “time-in-transit” quote from FedEx prior to placing your order. Keep in mind the quote you receive is for transit time only, not the processing time (up to 48 hours) to get your order ready for shipping. All orders are shipped from Michigan (zip 48309)
Q: Why do I have to have someone sign for it?
A: To minimize exposure of fraud it is our policy to get a signature for every order shipped. This layer of security helps protect all of our customers. When placing your order choose a shipping address where someone will be present to receive the delivery. (ie. Neighbor, Relative, or Work address, etc.)
Q: I received an attempted delivery note on my door from FedEx. I called FedEx to change the delivery address but, they cannot make this change and stated that I have to call the shipper.
A: This is a standard response from our shipping carriers, they will not change the delivery address. Our company policy will not let us make a request to change the delivery address once the package has shipped.
Q: Fed Ex states that my package was delivered but I was not home and I don’t have the package what should I do?
A: Call FedEx at 1-800-GO-FEDEX (1-800-463-3339), give them your tracking number and ask them to trace the shipment. They will be able to help you locate the package and help get it delivered. If for some reason FedEx returns the package to us your order will be cancelled and you will receive a refund.
Q: I paid for overnight shipping and my order has not arrived yet?
A: Overnight shipping fee includes priority handling. Generally priority orders ship the same day if you order before 1:00PM EST but, it can take up to 48 hours to process your order during peak periods (holidays / weekends / special sales). Once you order is processed it will be delivered the following FedEx delivery day.
Q: I paid for upgraded shipping, but you shipped it ground. Why?
A: You paid for upgraded shipping and handling. When we receive an order with priority shipping we “bump” this order to the top of the stack. This means your order will be shipped ASAP. Had you not paid for upgraded shipping your order will process as normal and could take up to 72 hours to process and ship. All orders ship from Michigan (zip code 48309). You can always check with FEDEX prior to placing your order to get a transit quote prior to choosing the costlier shipping option.
Q: I need to change my address because I will not be home when it arrives?
A: Company policy will not allow us to make a change in address once an order has shipped. Your package will ship to the address you provided when you placed your order. If someone is not there to sign for the package FEDEX will leave a note and try to reattempt delivery the next business day. If the package is refused or someone is still not there to sign for the package, it will be returned to Pelle Pelle after three delivery attempts. Once we receive the package back we will process a refund for the goods and you can place a new order if desired.
Q: Are you open to the public?
A: No, our facility is not open to the public.
Q: I need to return a product that I bought on your website, what do I do?
A: Our return policies/instructions can be found here: https://pellepelle.com/return-exchange-policy/
Q: I purchased a jacket at my local store and would like to return it to you.
A: Refunds for purchases need to be handled through the store that the purchase was made. Our authorized retailers are independent from us. If you make a purchase online through our webstore, we will be happy to handle your return.
Q: When will my return be processed?
A: We always suggest getting a tracking number when you return an item so that you may track your return. Returns are sent to our warehouse and can take up to 6 days after we receive the goods to process a refund or exchange. Please track your package to see if it has been signed for as we do not have the ability to retrieve the information until the paperwork has been processed by our warehouse.
Q: When will I receive my refund? I received a refund notification, but the money is not in my bank.
A: If you have received a refund notification we have processed your refund and it may take your bank up to 2-4 days to credit your account.
Q: I have a defective item, can you repair or replace?
A: You can call us toll free at 1-855-442-1911 (M-F 9am – 5pm EST) or email us at email@example.com and we will help resolve any issues you may have.
Q: My jacket needs to be repaired – do you have any suggestions about where to have it fixed?
A: The service we use is through Arrow Fabricare Services. They do a fantastic job. You can contact them at 1(800)542-7769, let them know we recommended their services to you as one of our customers. You can also check them out at http://www.arrowcare.com
Q: Cleaning/care recommendations?
A: Please read the care instructions on the label inside your product. We recommend following these instructions carefully. If you must have it professionally cleaned we only recommend Arrow Fabricare Services. They offer free shipping and discounted cleaning prices for all Pelle Pelle products. They work closely with us to procure fabrics and or hardware to restore your jacket to a beautiful condition. You can contact them at 1(800) 542-7769, let them know we recommended their services to you as one of our customers. You can also check them out at www.arrowcare.com