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Customer Care
Email: customerservice@pistoladenim.com
Hours: MON - FRI / 9AM - 5PM / PST
We appreciate your patience while we are experiencing processing and shipping delays due to high volume from the holiday sale promotion.
Please allow an extra 4-5 business days for processing on orders placed between Thursday 11/28 and Monday 12/03.
All orders will receive an automatic shipping confirmation email including tracking information when processed.
To coordinate a return or exchange please visit our ONLINE RETURN PORTAL
Order Delay Notice: Due to our Holiday Season and to protect the safety of our Distribution /Fulfilment centre staff, please expect some delays in processing returns and/or delivering your exchanged orders. We truly appreciate your valued patience and understanding.
PISTOLA accepts returns and exchanges for online orders within 15 days of delivery date.
All items must be returned in their original condition, unworn, with all tags and labels intact. We cannot accept returns on merchandise that has been worn, washed, used, damaged, or altered in any way.
Return shipping is provided via our online return portal, with a flat rate of $10 per order, to be deducted from the final refund value upon processing.
Returns are processed for refund within 10 business days of delivery at our warehouse. You will receive an automated email when your return has reached our warehouse, and an additional email when the refund has been credited.
Returns requests may opt for store credit, delivered in the form of a digital gift card to pistoladenim.com with no expiration date for the full value of original order. Store credit is provided automatically via email upon delivery of original merchandise back to our processing center.
Items marked FINAL SALE are ineligible for return or exchange without exception. FINAL SALE indication is found in red on product pages, as applicable. Items discounted greater than 50% are considered FINAL SALE.
Standard or expedited shipping costs charged at checkout are not eligible for refund.
Refunds for orders purchased with Klarna financing are subject to unique terms specific to Klarna. The refund processing window/refund values vary depending on terms of original loan, amount paid, and outstanding balance. For information regarding refunds processed via Klarna visit: https://www.klarna.com/us/customer-service/how-long-do-refunds-take/
PISTOLA reserves the right to refuse merchandise that fails to meet our return qualifications or is outside the accepted conditions for return.
To coordinate an exchange please visit our ONLINE RETURN PORTAL
To coordinate an exchange please visit our Complimentary exchanges are provided via our online return portal, subject to product availability. Instant exchanges will require a payment authorization hold, this hold is temporary, to be released upon return of original merchandise back to our warehouse.
To exchange at a future date, you may opt for store credit during the return process. Store credit is delivered in the form of a digital gift card to pistoladenim.com with no expiration date for the full value of original order. Store credit is provided automatically via email upon delivery of original merchandise back to our processing center.
Orders are processed and released for transit Monday through Friday, excluding holidays, and ship from our distribution center in Los Angeles, CA. Please allow 2-3 business days for order processing and transit release.
Online orders above $150 USD within the continental United States are eligible for complimentary standard shipping. Complimentary shipping service varies depending on size and weight of package and has an average delivery window of 3-7 business days for destinations within the continental United States.
Expedited and standard shipping services from various carriers are available at checkout for additional rates that vary by service.
Please note that any delivery date windows provided at checkout are estimations and are subject to changes or delays.
All orders with a pre-tax value above $350 USD are shipping with a direct signature requirement for release. Please contact us directly after your order if you wish to remove this service from delivery. PISTOLA is not responsible for lost or stolen packages whereby the signature delivery requirement was voluntarily opted out.
All orders will receive email confirmation when processed for shipment, containing tracking number and delivery information. Please allow up to 24 hours for shipping information to update within the tracking number.
We are unable to adjust or edit delivery information once a package has been released for transit, please contact the carrier directly for further assistance as needed to reroute or hold packages in transit.
Standard or expedited shipping charges are not eligible for refund.
PISTOLA currently offers select international shipping options at checkout depending on country and region. International shipping costs are based on current market rates and do not include duties and taxes related to import delivery. Any duties or taxes associated with an international order are the responsibility of the customer, and must be facilitated directly between customer and carrier.
Customs refusals are subject to refund deduction for the value of any costs or fees related to the return shipping back to our processing facility.
International returns are not eligible for our return platform, and must be returned at the customer’s expense. Please contact our customer service department directly to facilitate an international return request in order to avoid any delays in processing when received.
Complimentary exchanges are currently not available for international orders.
PISTOLA offers package protection and delivery insurance services for all online orders via our third-party partner Route. Route is included as an option within the shopping cart for all online transactions, and is subject to additional charges that vary pending size and volume of shopping cart.
Route provides fully independent customer service for all orders on PISTOLA that opt-in at checkout, up to and including lost or damaged package claims.
To connect directly with Route customer service please visit their ONLINE SHOPPER PORTAL
Customers may opt out or remove this service at any point during checkout for no cost. Please note, PISTOLA is not responsible and may not be held liable for any packages lost or damaged in transit if third party package protection is declined or removed.
If you would prefer your package to be delivered with additional signature requirements, please contact our Customer Service department within 24 hours of placing your order.
We are pleased to partner with Klarna to offer U.S. customers the option to purchase on pistoladenim.com using fixed monthly installment financing plans. At checkout, choose Pay with Klarna. Follow the prompts provided on Klarna’s external application portal. Klarna will ask for select information and perform a credit check in order to provide custom financing options, this will not impact your credit score. If approved, Klarna will indicate the loan amount, interest rate, and monthly term length for the conditions of the loan. After purchase, you’ll receive monthly reminders directly for Klarna regarding upcoming payments and/or account balance status.
To learn more, please visit Klarna directly: https://www.klarna.com/us/customer-service/?
Refunds for orders purchased with Klarna financing are subject to unique terms specific to Klarna. The refund processing windows and amounts vary depending on terms of original loan, amount paid, and outstanding balance. For more information regarding refunds processed via Klarna visit: https://www.klarna.com/us/customer-service/how-long-do-refunds-take/
- Exchanges, store credit or refunds for items must be postmarked for return within 15 days of their delivery date.
- Returns can take up to 10 business days to process at our facility. You will receive an email confirmation once your return has been fully processed.
- All returns should be new, unworn, unwashed, with the original tags still attached. Items returned with deodorant, makeup, smoke, perfume and/or stains are not accepted
- PISTOLA reserves the right to refuse refund of merchandise that fails to meet our return qualifications. In this case, an invoice will be sent to the customer to pay for shipping the item back to them or their items will be forfeited without refund.
- Only merchandise purchased from pistoladenim.com will be accepted for returns or exchanges. Merchandise purchased from other specialty or department stores must be returned to the store from which it was originally purchased.
- Please note that all *FINAL SALE* items cannot be exchanged or refunded.
- If you placed an order during a sale and did not apply your discount, we would be happy to apply on our end once the order has been placed.
- A label will be provided once the returned shipping costs of $10.00 USD are paid by the customer via returns.pistoladenim.com
- We provide free shipping for exchanged items.
- If you would like your order shipped with a signature please reach out to us by submitting an inquiry on the contact us page with your order number.
- Lost packages require an approved lost package claim in order to receive a replacement or store credit after 7 days.
- Please keep note of your return tracking number - Pistola does not assume responsibility for lost returns.