Frequently Asked Questions

It's probably in your SPAM folder... but if you can't find it, email us at hola@pimentasocks.com or send us a DM to @pimentasocks so we can resend the information. We'll just need your full name and the date you made your purchase.

Don't worry, our courier partners: Redpack, FedEx, Estafeta, and Enviosperros, usually send you notifications once they have your order in their hands. This is so you know it's on its way to the address you provided in your order. Your socks will arrive where you indicated in your order, unless there's a problem with the courier. If the email (from the courier or platform) you received raises suspicions or you don't know if it's authentic, you can always write to us so we can verify whether it's valid or not. In any case, remember that ALL the information about your shipment will be sent to you from our email address: PIMENTA SOCKS.

Check that you're entering your billing address correctly (the same one listed on your payment method). If you're using Kueski Pay and it shows an error, make sure the postal code you're entering is correct. Remember! If you're asked for "authorization" when using your card, accept the purchase in your bank's app or choose another card.

When a card appears declined, you should probably contact your bank. Sometimes cards are declined when they detect "unusual activity" on the card. You can also try another payment method like PayPal. If the error you see is "the card could not be authenticated," you probably didn't enter the code your bank sent you via text message, or you didn't select "yes" in your bank's app to verify that it's you making the purchase. Try again.

At "pimenta," we don't accept exchanges or refunds , BUT we'll always provide the best solution to your problem. Don't hesitate to contact us with your specific situation so we can resolve it as quickly as possible!

Most likely not... or maybe yes. We depend on several factors, such as the production of textiles and materials to make the same product styles. Please keep an eye on our IG, FB, and TikTok so you're up to date on the newest styles we release and don't run out before you have them at home.

We constantly strive to process and ship all orders in a timely manner. However, unforeseen circumstances may occasionally cause delivery delays. If you experience a delay in your shipment, please keep the following in mind:

1.- Delivery Times: The delivery times we mention are estimates as they may vary due to factors beyond our control, such as force majeure (climate changes, civil unrest, etc.), logistical problems, or errors in the delivery address.

2.- Communication: If your order hasn't arrived within the estimated time, please contact us. We're here to help and will keep you updated on the status of your shipment. Remember that, although you can also track your package, PIMENTA is always available to provide support at any time.

3.- Solutions for prolonged delays: If your shipment has not arrived within 15 business days, we will work with you to find the best solution. You can choose between a refund for the products to your bank account or a store credit for the amount of the products.

Don't worry, we'll solve your problem for what it is: the most important order in "pimenta."

It turns out we issued your tracking number because your order has already been processed. However, the courier hasn't picked up the order, or it was entered into the system after the cutoff. Don't worry, give it up to 48 hours maximum for it to appear in the system. The maximum 7 business days for delivery we require count from the date we issue you your tracking number.

We consider ourselves an extremely reliable company. You can always write to us to confirm our reliability. Additionally, we respond to any issues within 24 hours, unless a third party (courier) requires more time. If you'd like to check out some of our reviews or comments about our products or shipping, visit our IG .

When you receive your tracking number and the package delivery information, we'll also provide you with a tracking link. If your package was shipped by FedEx, the day you'll receive it will be indicated in the top left corner. If your package was shipped by Estafeta, the delivery date will be indicated in the top right corner. Remember, we're always happy to help if you have any questions.