Refund policy
Returns & Exchanges Policy
At Palazzo Pitti, we pride ourselves on an elevated shopping experience. If your purchase isn’t quite what you expected, our team is here to assist with a smooth and refined return process.
For any assistance, please contact us at
info@palazzopitti.co.za
1. Full-Priced Items
Returns on full-priced items are complimentary.
We are pleased to arrange a free collection for any item that meets the following criteria:
- The item is unworn, unwashed, and in its original condition
- All tags and packaging are intact
- A return request has been submitted within the required timeframe
Once received and inspected, you may select a refund, exchange, or store credit voucher, based on your preference.
2. Sale Items
Sale purchases may be returned or exchanged with the following considerations:
- A R199 courier fee applies to all sale-item returns or exchanges
- Sale items are not refundable — a credit voucher will be issued upon return approval
- All sale-item return or exchange requests must be logged within 5 days of receiving your order
Credit vouchers are issued once the item has been received and passed quality inspection.
3. How to Log a Return
To initiate a return or exchange:
- Submit your request through our Returns Portal or email our team at
info@palazzopitti.co.za - Our team will confirm approval and arrange the courier collection
- Please ensure garments are securely packaged to avoid transit damage
4. Non-Eligible Items
We are unable to accept returns for:
- Items showing signs of wear or damage
- Items returned without original tags or packaging
- Final-markdown pieces marked as non-returnable
5. Processing Timeframes
- Returns are processed within 3–7 working days of the item reaching our warehouse
- Refunds for eligible full-priced items are issued to the original payment method
- Credit vouchers for sale items are sent via email and may be redeemed in-store or online
For any further queries, our customer care team is at your service:
info@palazzopitti.co.za