HOW DO I ORDER A PRODUCT ON THE PLATFORM?
Ordering a product on our webshop is easy. Just follow these simple steps:
1. If you have found a product you wish to purchase, simply select your size (ask our stylist if you're having a hard time finding it) and click 'Add to shopping bag'.
2. You can continue shopping and add more products to your bag. Or you can click on your shopping bag in the top right corner to view all added products.
3. If you wish to order the products in your shopping bag, click 'Ready to purchase'.
4. During the following steps you will be instructed to enter your delivery and payment preferences. At the end of the checkout process you will receive an order confirmation.
5. Your order will be sent as soon as possible, maximum 3 days.
HOW DO I FIND A SPECIFIC PRODUCT?
In case you are looking for a specific item, there are two quick ways to find it. You can use our navigation menu and select a product category or brand. Next you can apply various filters on the product lister page to narrow down your search results.
HOW WILL I KNOW MY ORDER HAS BEEN CONFIRMED?
After completing your checkout, you will get a notification that we have received your order. Once your payment details have been approved, the delivery address has been verified and the selection of products has been accepted, you will receive an email confirming your order.
WHAT HAPPENS IF A PRODUCT I ORDERED IS NO LONGER IN STOCK?
If a product is no longer available at our boutiques, you will be notified. In case the product is no longer available at any boutique, we will inform you and will not process your order. If you have already paid for the product, we will refund you the full amount as soon as possible or you can order another product.
HOW DO I KNOW WHEN MY ORDER WILL BE DELIVERED? CAN I TRACK MY ORDER?
Once we have dispatched your order, you will receive a notification by email. This email contains a tracking number provided by our courier.
I AM INTERESTED IN A PRODUCT I SAW IN PAND13. IS IT AVAILABLE ON YOUR PLATFORM?
I HAVE NOT RECEIVED ALL OF THE ITEMS IN MY ORDER. WHEN WILL I RECEIVE THE REMAINING ITEM(S)?
IN WHAT PACKAGING WILL MY GOODS BE DELIVERED?
Your product will be carefully packed in one of our elegant PAND13 boxes. We put an extra package to guarantee that any delicate products will be protected during transport.
PAYMENT AND SECURITY
WHICH PAYMENT METHODS DOES PAND13 ACCEPTS?
The payment methods accepted by PAND13: Banktransfer, Visa, American Express, MasterCard and Paypal. During checkout you can also see additional payment methods that become available. At PAND13 our payment process uses the most advanced coding methods and guarantees safe transactions.
WILL MY PERSONAL INFORMATION BE KEPT PRIVATE?
SHIPPING AND DELIVERY
WILL I HAVE TO PAY ADDITIONAL DUTIES AND/OR TAXES?
Product prices displayed on the individual product pages include import duties and/or taxes based on your location. The final price is calculated at the end of your process.
WHICH COUNTRIES DOES PAND13 SHIP TO?
Products are only delivered to countries included in the European Union.
HOW MUCH ARE DELIVERY COSTS?
The costs of the delivery depends on to your location. You will be informed of these options during the order process.
HOW LONG IS THE DELIVERY TIME? WHEN WILL I RECEIVE MY ORDER?
Our standard delivery process provides a delivery of products within a maximum period of 5 days of accepting your order. We do however always try to have your valued items at your doorstep within 2 days.
RETURNS AND REFUNDS
HOW DO I RETURN OR EXCHANGE AN ITEM?
Every customer can return his purchase. Please note, you must request your return within 14 calendar days of receiving your order. Once you have requested the return, you have a further 14 calendar days to send the item(s) back to PAND13.
You have to send your item back to this address:
Please mind the following:
Items must be returned unworn, unwashed, undamaged and unused and in the same box as it was delivered in.
The original tags must be attached. If the security tag is removed, the returned item will not comply with our returns policy and therefore will not be refunded.
MY ORDER WAS CANCELLED. WHEN CAN I EXPECT THE REFUND FOR MY RETURN?
When you or PAND13 cancel the order before the order is processed, PAND13 will start the refund process within 5 days. The time it takes for you to receive the refund depends upon your particular credit card or bank.
CANCEL OR CHANGE AN ORDER ONCE IT'S PLACED?
You have the right to cancel your purchase within 14 days without giving any reason, after this period it's no longer possible to receive a refund. In case the item has already left ous hop, you will still have the possibility to return it. Whenever you have ordered multiple items which are delivered separately, the refund period starts when you receive the item. This means that the start date of the refund period can vary per item depending on the date the items of your order have arrived.
It is possible to make changes to your order. If necessary please contact customer service for further information.
I RECEIVED A WRONG ITEM OR THE ITEM IS DAMAGED. WHAT SHOULD I DO?
When an item is damaged or accidentally swapped upon arrival to your home, you may return it for a refund within 14 days of the date of delivery. If you care to receive further information please don't hesitate to contact us via firstname.lastname@example.org or phone on +32 9 233 74 00.
STYLING AND PRODUCT INFORMATION
DO YOU OFFER A PERSONAL SHOPPING EXPERIENCE?
Yes, we do. We have a team of professional stylists available from Monday to Sunday, ready to give you styling and fitting advice. We advise you to fill in your Style ID so our stylists can offer you personalized assistance. They can help you with:
Finding the perfect size and fit for your body
Shopping items that match your current wardrobe
Finding the perfect look for your next party
Styling an outfit that suits your body type
Tips on the key pieces in the new collection
Details on fabric or caring instructions
Get in touch with our personal stylists via email@example.com or phone on +32 9 233 74 00.
HOW DO I KNOW MY ITEM WILL FIT ME?
In case you wish to receive fitting advice based on your body characteristics and personal style, please contact our personal stylists via firstname.lastname@example.org, phone on +32 9 233 74 00
HOW DO I KNOW WHICH ITEMS ARE IN STOCK?
When a product is no longer available in your size, we will inform you of this on the product detail page.
WILL NEW BRANDS BE ADDED ON THE PLATFORM?
We are constantly looking for new brands to offer. As soon as we add a new brand to our list, the brand will be featured on our homepage and on the inspirational pages.
CAN I RESERVE AN ITEM TO BUY IN THE SHOP?
You can contact our shop and make an appointement for your reservation. You will then have the ability to fit and to purchase the product in our shop. Reservations are possible for maximum 1 week.
I HAVE FURTHER QUESTIONS; HOW CAN I CONTACT CUSTOMER SERVICE?
Our customer service team is available Mon-Sat from 10am-06pm. You can contact them via mail: email@example.com
via phone on +32 9 233 74 00.
Our team is ready to help you with:
Return and exchange enquiries
Detailed product information
Sizing and fitting advice
Placing an order
Any other enquiries