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Pietra Marketplace - Order Policies

1) Shipping

Pietra is excited to offer best in class shipping rates to deliver orders reliably and quickly. All orders will be fulfilled within 2 business days. For domestic orders, shipping time is 3-5 business days. For international orders, shipping time is 7-15 business days.

2) Returns

Free return shipping is offered to all customers. To return one or more items from an order, the following conditions must be met:

  • The return must be requested within 30 calendar days of the delivery date.
  • The item must be in its original, unused, unaltered, and unwashed condition.
  • The item must be returned with the tags and packaging in their original condition.
  • The item must meet the categorical requirements.*

To initiate a return, please contact our Customer Care team (orders@pietrastudio.com) to assist you with the return process. Our team will provide you with a prepaid return label and return instructions associated with the order.

Once the returned merchandise has been quality checked and approved, Pietra will issue a refund to the original method of payment and a confirmation email will be sent to you. Refunds will be processed within approximately 7 to 10 business days after we receive your returned items. Once refunds are issued, it may take up to 5-7 business days for the refund amount to be posted to your original form of payment, depending on your bank.

Please note: Final Sale items are not eligible for return. Shipping fees and duties will not be refunded unless you received a damaged item.

Pietra reserves the right to reject any returning products that do not comply with the above stated return policy. Rejected items will be sent back to the original shipping address without any refund being processed. To avoid this, please contact our Customer Care team (orders@pietrastudio.com) to address any issues or concerns you have regarding the item(s) you wish to return.

When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by Pietra. Pietra reserves the right to refuse any request for a return without this mandatory proof of return postage.

3) Exchanges

Pietra does not offer direct exchanges. We ask that you return any item(s) for a full refund and place a new order for the preferred item(s) at your earliest convenience.

To initiate a return, please contact our Customer Care team (orders@pietrastudio.com) to assist you with the return process. Our team will provide you with a prepaid return label and return instructions associated with the order.

4) Cancellations

You can only cancel items or orders that haven't shipped (you will be notified via email once your order has shipped). To request a cancellation, please contact our Customer Care team (orders@pietrastudio.com).

5) Damages

If you received a damaged, defective, or incorrect item sold by Pietra, you can request a replacement by contacting our Customer Care team (orders@pietrastudio.com).

6) Lost / Missing Orders

If your tracking information shows that your package was delivered, but you can't find it within 48 hours of expected delivery, please contact our Customer Care team (orders@pietrastudio.com).

Note: Some carriers may deliver until 10 pm.

7) Delays

A carrier delay has occurred means your carrier is facing a processing issue. It can be due to the high volume of orders, holiday rush hour, or they misplaced your package. In the case of a delay, please contact our Customer Care team (orders@pietrastudio.com).