FAQ

1.1 How do I change my account details?
Login, click “My Account”, and then “Account Details”, you will be able to modify the information of your account, and then click “Save changes”.

1.2 What do I do if I have forgotten my password?
Select ‘Login’ and then click ‘Lost your password?’. We will email you a new password.

1.3 Do I need to open an account?
You can use the PilybyLittleP.com site without giving out any personal information. However, when you open an account, you can check the status of your order. You are also able to save the data necessary for billing and shipping, which is convenient for your order in the future. In addition, your can set your favorite items, and review your purchase history.

1.4 Confidentiality
All information of your account is used exclusively for your transactions with PilybyLittleP. Payment card numbers are used through the payment gateway of PAYPAL, and are not stored on the site PilybyLittleP.com.

2.1. Payment by Paypal (International)
All our payments are processed through the PAYPAL payment gateway. You can pay with either your credit card without a PayPal account, or use an existing PayPal account.

2.2. Payment by bank transfer (Thailand)
Thai customers have an option of payment using a bank transfer. To make a bank transfer, please follow these steps:
– Select “Direct Bank Transfer”, then you will be given our bank account details on the screen and by e-mail
– Complete the bank transfer
– Notify us by Facebook message at http://m.me/pilybylittlep.
Your order will be preceded once payment has been received. This usually takes within a day after receiving your notification.

2.3. Order processing

2.3.1. How do I know the status of my order?
– International: The progress of your order will be informed to you by email. However you can check the status by login to your account and then click the “Orders”. Once your order has been shipped, you can track it at www.ups.com/WebTracking/track or www.fedex.com/Tracking using the tracking code located in your shipping confirmation email or on your account screen.
– Thailand: You can track your delivery at track.thailandpost.co.th/tracking/

2.3.2. How can I modify my order in progress?
This depends on how far your order has progressed. Please contact Customer Services, with your number of order, by email: pily@PilybyLittleP.com.

2.3.3. Can I cancel my order and receive a refund?
Due to personalization of your selection, cancellations are not accepted once an order has been placed. Your order will be processed and a confirmation email sent on shipping. On delivery, if any items are unsuitable and meet the Return Conditions, please follow the instructions in the Exchange and Return your Purchase.
When your order meets the Return condition, then you can request your refund through your PayPal account. Please follow the PayPal’s Cancel Payment instruction.

3.1. Can I track my order?
– International: The progress of your order will be informed to you by email. However you can check the status by login to your account and then click on the “Orders”. Once your order has been shipped, you can track it at www.ups.com/WebTracking/track or www.fedex.com/Tracking using the tracking code located in your shipping confirmation email or on your account screen.
– Thailand: You can track your delivery at track.thailandpost.co.th/tracking/

3.2. Can I ship to multiple addresses?
Unfortunately, we can only ship your specific order to one address. To ship to multiple addresses, you can separate order in order to place different addresses.

3.3. Taxes and international customs duties
International shipments may be subject to import taxes or customs duties that will be determined when the package reaches its country of destination. The customs duties are solely payable by the receiver of the package by paying to the shipping service.

3.4. Failure to clear customs
The onus is on the customer to clear customs by providing customs with all necessary information and/or fees. If your package does not clear customs, it will be returned to our warehouse. Please see the instructions in the Exchange and Return your Purchase.

PilybyLittleP has established a returns policy. If yours is in need of returning, please respect our terms by doing so within the fifteen days return policy. We politely stand our ground on this matter and cannot accept returns after this time.
You must complete the online return process to register your return on our system within 15 days after the shipping date. And the returned products must be shipped within 30 days.
On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 30 days. Returns are available worldwide for all full price items. Please note there is strictly no refunds for sale Items.
Please note Customs duties and sales taxes are non-refundable through PilybyLittleP. However, you may be able to recover these by contacting your local customs bureau directly.

4.1 Return condition
– Items returned must be in their unused original condition with all PilybyLittleP item tags attached and any related accessories or instruction booklets included.
– Incomplete, damaged, worn, soiled or altered returns, or anything we at PilybyLittleP reasonably believe has been used, will not be accepted and therefore sent back to the customer.
– Returned products must have all the original labels attached and be in their original packaging.

4.2 Faulty goods
Goods are classified as faulty if they are received damaged within 15 days of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.
For all faulty items other than described, please email: pily@PilybyLittleP.com

4.3 Who pays for the shipping?
Shipping charges are refundable only if your item(s) ordered was/were faulty AND unwashed AND unworn. Otherwise, the cost of returning the products to our warehouse, whether by courier or postal service, is solely payable by the customer. However, we will pay to ship the new products to you.

4.4 When will the change and refund be processed?
Once we have received the original products back in our warehouse, your new products will be shipped and your refund will be processed. Please note that if you paid by credit card, refunds can then take up to 30 days according to the PayPal

4.5 What cannot be returned?
Due to furry accessories, socks cannot be returned unless faulty or wrongly described. We PilybyLittleP do not offer returns on sale items unless faulty or wrongly described.

5.1 How about the product colors?
We have made every effort to display as accurately as possible the colors of our products that appear on PilybyLittleP.com. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any color will be completely accurate.

5.2 What are included in a gift-packaged order?
Our Pily’ signature boxes created in a sweet yet elegant style in 2 colors: Royal Beige and Fairy Pink. Full gift sets include Thank you tag, Dress bag, and Golden ribbon hang to complete “the gift of love” to your little princesses.