Returns & Exchange

How To Return An Item (UK Customers)

We no longer process exchanges, so please return any incorrect sizes for a refund and order the new size online.

When returning an item, please include the delivery note sent with the order (we also send a copy via email if you have misplaced it) and send your return to:

Antonio Pacelli
14 Hallmark Trading Estate
Fourth Way
Wembley 
HA9 0LB
United Kingdom

We are happy to refund any purchase within 30 days as long as the item has not been worn or soiled (please note that this excludes show shoes and any products made to your bespoke requirements - in these instances we strongly recommend that you are confident about the sizing before ordering as they are non refundable). 

Please note that our wigs, earrings and leotards are also not returnable for hygiene reasons. Please double check the product page of the item you are returning if you are unsure it is eligible for return.

We suggest sending the parcel on a tracked service so you have a tracking number and proof of posting. We cannot accept responsibility for any items lost in transit. You will have to contact the courier company you used to claim for a lost parcel.

We do extend our returns period over the Christmas period to cover early purchases which then need to be returned.

The customer is responsible for the cost of return unless the item was sent out incorrectly or is faulty.

**Please ensure you pack the return correctly (you can reuse the courier bag we sent your order in - simply turn it inside out ). Please do not just sellotape the jig shoe box and write your address on it as this means we need to replace the box on return. We do charge a new box fee of £2.50 if we need to change the box because it has your address or tape on it.***

How To Return An Item (Non-UK Customers)

International customers can follow the instructions above, but you will also need to write on the outside of the box/bag and customs slip 'Returning to Manufacturer' to avoid delays and charges in customs. Any charges arising from customs documentation not being completed correctly will be deducted from the refund amount.

The customer is responsible for the cost of return unless the item was sent out incorrectly or is faulty.

We DO NOT accept deliveries from FEDEX due to the high admin charges involved. If you have to send via FEDEX then you will be responsible for the import charges and please note that the processing of your return will take 3 - 4 weeks longer than normal as we will have to wait until FEDEX confirm the import charges first before we can process your return.

Incorrect Or Faulty Items

Mistakes happen from time to time, so if have received an incorrect or faulty item, then please email us at sales@antoniopacelli.com. If the item is faulty then please include photographs of the fault so we can resolve the problem for you as quickly as possible. We will advise you of the next steps once we receive your email.

When returning incorrect or faulty items please note we will only refund return postage up to the value of the original postage paid for the order. Please, therefore, do not return items using a postage service such as an express courier service which costs more than the original outbound postage from us.

We do recommend that you send any return on a tracked delivery service as we are unable to exchange or refund until it is received by our returns department.

If the original item was sent out incorrectly or is faulty then the replacement item will be sent out postage free and the cost of returning it to us refunded to your card.