London, United Kingdom
Customer Support
Mon – Fri: 9 AM – 6 PM (GMT)
Sat: 10 AM – 4 PM
Overview
At Pergenza, we are dedicated to providing you with premium fashion and accessories. If you are not completely satisfied with your purchase, our returns policy lasts 14 days from the date of delivery. If 14 days have passed, unfortunately, we cannot offer you a refund or exchange.
Conditions for Returns (Clothes & Bags)
To be eligible for a return or exchange, items must meet the following criteria:
Clothing Must be unworn, unwashed, and unaltered. Items must be free of makeup, perfume, or deodorant stains. All original brand tags must still be attached.
Bags & Accessories Must be completely unused and in pristine condition. They must be returned with all original packaging, including dust bags, protective stuffing, and authenticity cards (if applicable). No scratches or signs of wear should be visible.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Swimwear, underwear, and intimate apparel
- Customized or personalized items
- Items purchased during clearance or final sale events
Refund Process
Once your returned item is received and inspected by our quality control team, we will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed back to your original payment method — or via bank transfer/wallet for Cash on Delivery orders — within 5–10 business days.
Exchanges
If you need to exchange an item for a different size or color, please email us at support@pergenza.com within the 14-day window. Exchanges are subject to product availability.
Shipping Costs
You are responsible for paying your own return shipping costs, unless the item received was defective or incorrect. Shipping costs are non-refundable and will be deducted from your total refund amount.