Customer service

Customer Service

Prices

The prices in our webshop are in euro’s including VAT and shipment costs for the Netherlands. Outside the Netherlands it depends on your location.

Service

For question about our service or returning of goods you can mail to support@panaraonline.com or call 0031-20-6270939

Delivery

As soon as we have received the payment of your order we shall take care to make sure that your order will be delivered within 5 working days. However this may also be different according to the contracts our delivery service has in your country.

Our goods are send by Postnl. After we have sent the goods you will receive an email with the Barcode. Via the website www.postnl.nl or www.internationalparceltracking.com with your Barcode, postal code and address you can check when arrival of your package is expected.

Depending on the contract with the postal company in your country you can follow their instructions when they were not able to deliver the first time.  Normally they will leave a note with possibilities for a new delivery. If you have any questions during this time of delivery, you can also call us and we will try our utmost to help you to track your package.

Term of consideration

We handle a term of consideration of 14 days, starting on the day of receipt in name of the buyer. Within this term of consideration you can return the goods and cancel the purchase without any given reason. You will receive the money back on your account within 7 working days. With payments of credit cards, we have to rely on the credit card companies. After these 14 days of term of consideration the purchase is irrevocable.

Service and return with exchange

With the original shipment there is a form on which you can state which steps you can follow to return the goods. On the form we ask you to mention why you would like to return the shoes, and if desired the shoes you would like to exchange them for and why you would like to exchange them.

Service with return of shoes with defects

Before we ship our shoes we check them with specific care. If despite our specific check you still find a defect in material or the way they are produced, we ask you to follow the next steps. With defects from production we will compensate the damage, if possible with a new pair if in stock. If not in stock we will refund you the price of the shoes. We will send you the new pair as soon as we have received the defective pair.

When you have discovered a production error that we may have missed, we ask you to do the following:

  1. Please take a digital photo of the defect
  2. Email the photo, together with the article number (on the white sticker on the box), a clear description of the defect to support@panaraonline.com
  3. Also put all your details in this email like your telephone number, Name, address and city and your customer number, if you have it.
  4. We will review the picture and research the defect and aim to come back to you by telephone within 3 working days to try to come to a solution on both sides.

Defects that are not caused by wear are expertly repaired. If the defect is not repairable we shall send you a replacement if in stock. If we do not have the replacement pair, we will refund you the money for this specific purchase.

We ask you to return the shoes in the original shoe box and transport packaging. Returned goods in any other packaging shall not be handled.

The following claims shall not be reimbursed:

  • Wear of heels
  • Dispense and wear of lining
  • Damaging to metallic and patent leather
  • Damaged zippers, damaged heels or other damages caused by wrong use  of which Panara cannot be held responsible and culpable.

Payment

Via our webshop safe payments can be made via Ideal or with credit card  via Paypal. After receipt of the payment, we will go ahead with your order.