Frequently Asked Questions

How long will it take to receive my order?

Orders are typically processed and shipped within 2 business days. Delivery times may vary depending on your destination and external factors.

Orders placed after 11:00 PM CET on Friday or during the weekend may not be processed until Monday.

While we aim to deliver all orders within 9 business days, these delivery times are estimates and can vary by region.

We're not responsible for delays caused by the carrier, or for loss or damage that occurs during transit.

What should I do if my order hasn't arrived yet?

Due to high demand for our products, your order may sometimes arrive a little later than expected. Orders can also be delayed or temporarily lost in transit due to circumstances beyond our control. This happens more often in the following situations:

  • Severe weather affecting the shipping network
  • Higher demand during peak periods and holidays
  • Customs delays, since orders are shipped internationally
  • Stricter shipping regulations due to global events

In these cases, tracking information may not show updates for several days. However, this doesn't necessarily mean your order is lost. We recommend waiting 3–5 business days past the expected delivery date before getting in touch.

Has this period passed and you still haven't received anything? Send an email to support@pepperandotis.com and we'll look into what happened to your package. Rest assured: our logistics team and shipping partners are doing everything they can to deliver your order as quickly as possible.

I'd like to exchange or return my order — how do I do that?

To return an item, please contact our customer service team at support@pepperandotis.com. Include your name, your order number (e.g., #0000) from your confirmation email, and the reason for return. We'll then send you the return address and confirm the return. After that, you can ship the product back to us using a carrier of your choice.

How much does return shipping cost?

Unfortunately, return shipping costs are at your own expense. Costs depend on the carrier — please check your preferred carrier's website for pricing information.

What are the conditions for returning my product(s)?

You have 14 days from the day you receive your product to return it. However, there are a few conditions.

You can only return your product if:

  • The return window has not expired
  • The product is in its original packaging with all labels attached
  • The product has not been used

What payment methods can I use?

We accept payment by credit card (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay, and Shop Pay. If you're not sure whether your payment method is accepted, follow the steps on the checkout page to see all available options. All transactions are processed through secure and reliable payment systems, making them 100% safe.

What if I haven't received an order confirmation email?

That shouldn't happen. Please send an email with your full name and email address to support@pepperandotis.com and we'll help you as quickly as we can.

Can I cancel my order?

Need to cancel your order for any reason? Send an email to support@pepperandotis.com as soon as possible. Include your name, order number (e.g., #0000) from your confirmation email, and the reason for cancellation if you'd like to share it.