My account

How do I change my information?

To change your contact information, log on to your account and click on "My Personal Information". To change your delivery or billing address, click "my adresses".

How do I recover my password?

To recover your password, go to the "My Account", enter your email address and click on "forgot password". An email with a reset link will be sent automatically.

I can't log in to my account

If you have created your customer account before 05/10/2021, please reset your password by clicking on "forgotten password". You will then be able to enter the password you want in your Pipolaki account. If you are still unable to log in, please contact us by phone at or by email at [email protected]

How can I create my account ?

Your customer account will be created once your shopping cart is validated. You can also create a customer account by going to  My account at the top of the page. If you still have problems logging in, please contact us by phone on +33 558 207 708 or via our contact form.


How to order? 

To order, you have to select the items of your choice, size and quantity, then click on "Add to cart". You will then have the possibility to continue shopping or to finalize your order by clicking on "Proceed to check out".

Can I cancel or change my order?

Currently it is not possible to cancel or change your order as we prepare it as soon as you confirm the order on the website.If you change your mind, you can return the items as soon as you receive your order and within 30 days. For more information, please consult our general terms and conditions or contact us at [email protected] or via our contact form.

I have not received my confirmation order

When you submit your order, you receive a confirmation email instantly. If 48 hours after making your order you have not received this email, please contact us at [email protected] or via our contact form.

How do I track my order ?

If you have placed an order as a guest, you can check his status at

You will need to enter your order number and your email address to access the tracking system. You can find this information in the confirmation e-mail of your order. 

If you have placed an order from your customer account, you can check his status at any time by logging in to "My Account" in the "My Orders and Details" section.

Can I exchange my item?

We can't accept exchange on our website. If you'd prefer another colour or style, please return your item and place a new order.


How do I pay for my purchases?

You can pay by Credit Card (Visa, Mastercard) and PayPal in EURO. 

Can I safely pay?

To ensure payment security uses the secure payment services Payplug.system.These services include the standard SSL security. The confidential data (16 digit ID card, expiration date and the security code) are encrypted directly on the PAYPLUG server without passing through the media server 

When will my account will be debited?

Your bank account is debited within 48 hours after your order is placed.


What are the delivery methods and delivery times ?

When you place an order, you can choose between several delivery methods.

In metropolitan France

  • Standard delivery in a pickup location (1 to 2 business days after dispatch)
  • Standard delivery without signature (1 to 2 business days after dispatch)
  • Standard delivery against signature (2 to 4 business days after dispatch)
  • Express delivery in a pickup location (1 day after dispatch)
  • Express delivery before 1.00 pm the day after

In Europe and Worldwide

  • International delivery (3 to 15 business days depending on the country)

Do you ship abroad (ouside of France) ?

We ship all over the world. Delivery times and rates depend on the destination.

What are the shipping rates ?

Our shipping rates depend on the country of destination and the delivery method.

Metropolitan France

  • Standard delivery in a pickup location (1 to 2 business days after dispatch): 5€
  • Standard delivery without signature (1 to 2 business days after dispatch): 5€
  • Standard delivery against signature (2 to 4 business days after dispatch): 6,5€
  • Express delivery in a pickup location (1 day after dispatch): 9€
  • Express delivery before 1.00 pm the day after: 13€

Europe and Worldwide

  • Belgium, Pickup locations and home, (3-4 business days): 8 €
  • Guadeloupe, Martinique, Reunion, Guyana, Mayotte, St Pierre and Miquelon (7 to 9 business days): 10,58€
  • Germany, Luxembourg, Netherlands (4 to 10 business days): 8,50 €
  • Spain, Great Britain, Italy (4 to 10 business days): 12€
  • Switzerland (4 to 10 business days): 10,83€
  • Austria, Ireland, Portugal, Denmark, Hungary, Poland, Czech Republic, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Greece, Iceland, Finland, Norway, Sweden, Romania, Croatia, Russia (4 to 10 business days): 13,5€
  • Mexico, Brazil, Argentina, Peru, Colombia, Honduras, India, Indonesia, Thailand, Mongolia (10 to 15 business days): 27 €
  • USA, Canada, Australia, China, Japan, Hong Kong, Singapore, South Korea (10 to 15 business days): 25€

The delivery is free on all orders over 50€ in France and 100€ abroad.

I have not received my parcel

You have not received your parcel? Contact us by e-mail at [email protected] or via the contact form to let us know. We will contact the carrier and keep you informed as soon as possible.

I have not received all products in my order

Please check your mailbox to see if we’ve sent you an email notifying you that one of the items included in your order is not available. In this case, we will refund the amount corresponding to the missing item by using the same payment method that you’ve used when purchasing.If you have received any notification, please send us an email at [email protected] and we will reply as soon as possible.

Items received are not correct or are defective

If you have received a faulty or incorrect item, please contact us by e-mail at [email protected] or via our contact form.

Your item and postage fees will be refunded within 14 days.

All returned items should be sent in their original packaging including tags.

My package has been returned, what should I do?

When your parcel has been delivered to a pickup point, you have 10 days to collect it. Once this period has passed, the package will be returned to us. Do not hesitate to contact us if this is the case, we will organise its reshipment together.

Returns and Refunds

What is your return policy?

You can return your order at any time without giving a reason within 30 days. The unwanted items should be in its original packaging, with its labels and in perfect condition.

Items are to be returned to the following address: Pipolaki Group, 2156 chemin Harrichury 64990 St Pierre d'Irube, France within 30 days following your purchase. After receiving your items, we will refund all payments within 14 days by way of the original payment method.

Damaged, worn or in insuitable items will not be accepted or refunded. 

As stated in our general terms and conditions of sale, the return costs are the responsibility of the buyer.

What is my refund deadline?

Once we have received your return, we will refund you within 14 days. There is usually a delay of a few days between the e-mail confirming your refund and the amount appearing in your bank account.

How will I be refund?

The refund will be made to the same payment method that was used to pay for your purchase, i.e. either to your bank account or your Paypal account.

Are returns free of charge? 

The customer is responsible for the cost of return as stated in our terms and conditions. However, if your item is faulty on receipt, we will cover the cost of returning it. . 


What is the size of hats and caps?

All our beanies are offered in one size. Their stretchy mesh allows them to adapt to all head sizes.

As an indication, here is the table of correspondence by category:

  • Men's head size : 58cm to 62cm
  • Women's head circumference: 56cm to 57cm
  • Child's head circumference: 52cm to 55cm
  • Baby's head circumference: 45cm to 51cm

Our caps are available in one size and also in sizes S, M, L, XL like the Chinook, Leader, Winner and Oleg caps.

To find out your cap size, simply measure your head circumference and refer to the size grid below.

To do this, use a sewing tape or string. Place it in the middle of your forehead and go around your head.

This will give you your head circumference.

Silk gloves Size Guide

To find out your size gloves, simply measure the length of your hand.

To do this, take a tape measure and measure the distance from the beginning of your wrist to the end of your middle finger.

Then refer to the corresponding size chart:

How to wash my Pipolaki Hat ?

You can wash your Pipolaki hat as many times as you want. However, be sure to respect certain rules and it will look like new again.

  • Hand wash only in cold water
  • Use a wool-friendly detergent
  • Lay your item flat to air dry, away from any direct sun exposure.
  • Absolutely avoid using an automatic dryer.

What is the origin of natural fur?

All products containing natural fur are certified Sagafur.

Saga Furs is a farm certification program that goes beyond national standards of animal welfare, as well as a traceability system that can identify which farms are from the skins. Saga Furs guarantee that farms are regularly inspected by independent external experts.

This is natural fur of Nyctereutes procyonides (FINN RACCOON).

What is the country of manufacture of the hats and accessories?

We privilege the French and European know-how that is why our collections are mainly made in France and in Italy. However, some models are made in Asia. To find the country of manufacture of an article, go to the "Composition" tab of the product sheet.


How to find the nearest store?

To know the address of the nearest shop, please visit our section "Find us ". Here you will find information and map.

To become Pipolaki's partner

You want to be Pipolaki's dealer or to create a partnership with our brand?

Contact us to share your proposal at [email protected] or via our contact form.

How can I reach the customer service ?

Our customer service is available by phone on +33 559 207 708 from 9am to 5pm or by e-mail at the following address: [email protected].

How can I unsuscribe from the newsletter?

If you no longer want to receive information from Pipolaki, simply click on the "unsubscribe" link at the bottom of our newsletters or contact our customer service at [email protected].

How do I clean my fur pompom?

To clean and plump up your fur pompom, start by shaking it to remove any residue. If some dust remains, dampen it with tap water and let it dry flat in the open air. Once dry, take a hair dryer and blow gently on the pompom: it will regain its natural volume.