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FAQs


Top FAQ Questions

Place Order & Order Changes
Payment
Shipping & Delivery
Refunds & Returns Policy
Contact us

Place Order & Order Changes

How do I place an order?

You can place an order as a guest. But if you have an account with us you can gets quicker checkout and view your order status and order history easily.

How do I set my shipping address?

Since our website are based on English, all the information that you typed in is required to be English input method, including punctuations.

How do I change/ cancel my order?

If you would like to change/ cancel your order, please do contact us as soon as possible. We will make every possible effort to meet your request.

Once our warehouse has processed your order, we will be unable to make any changes. 

Please note that any orders that have already been packed or shipped cannot be changed/ cancelled.

Payment

What payment methods do you accept?

we now only accept PayPal payment.

PayPal allows payment without having a PayPal account. You would be prompted to pay with a credit card rather than sign into your PayPal account.

If you want to checkout with Credit Card:

1. Please Click PayPal and Search for ‘Pay with Debit or Credit Card’ 

Pay with debit or credit card

2.Enter your Payment details, your Billing Address, and your Contact Information. 

Pay with debit or credit card

Do you have verified secure checkout? 

We will always ensure that your information is kept 100% protected and private at all times.

We use SSL certificates and other third party secure services to make sure that all sure that all sensitive information is withheld! 

Shipping & Delivery

How will my order be processed?

Once payment has been confirmed, your order will be processed within 1-5 business days and shipped the next day after the processing day. Please note that orders are processed and shipped from Monday to Friday.

How will my order be shipped?

We send all products using e-Packet by China Post with the tracked service if the package is under 2 kilograms.

How do I track my order?

We will email your tracking information to the email address given on your order once the order has been shipped, please check your SPAM/Junk box just in case it slips in there. If you cannot find your shipping email, please contact us.

When will my order arrive?

e-Packet aims to deliver the package anytime within 5-28 business days from the day of shipment to reach you depending on where you are in the world.

Here is a list of the shipping time to most countries:

  • United States of America — 5-18 business days
  • United Kingdom — 5-16 business days
  • Germany — 5-16 business days
  • France — 5-16 business days
  • Canada — 7-18 business days
  • Japan — 5-15 business days
  • Italy— 12-25 business days

Please be advised that there are some unforeseen circumstances like customs and postal service delays that we are not able to control and there are also some delays if there is an upcoming holiday season.

Will I be charged with customs and taxes?

Please take note that import duties, taxed and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility and will not be covered by us.

For further details of charges, please check with your local customs office.

What countries do you ship to?

Currently we only ship to the following countries:

  • Australia / Austria / Belgium / Denmark / Finland / France / Greece / Germany / Hungary / Ireland / Italy / Japan / Luxembourg / Netherland / New Zealand / Norway / Portugal / Spain / Sweden / Switzerland / United Kingdom / United State

    Refunds & Returns Policy

    Can I return my purchase?

    Returns happen. Don’t worry, we understand. That’s why we have a 14 days' return policy for all products at Pandala.

    Unwashed, unworn, unused items (original tags attached) qualify for return within 14 days of receipt from the day you received it. Please be sure to contact us for return instructions prior to returning any product.

    ITEMS MARKED FINAL SALE ARE UNABLE TO BE RETURNED.

    How do I return an item?

    If you are not happy with your purchase and wish to return an item, please send us your order number as well as the reason for your return. 

    Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, broken seals will not be accepted.

    We will send further instructions if the return is approved.

    Please note that the original shipping cost and the returns shipping are non-refundable.

    International orders are subject to customs and duty charges by your country and are non refundable.

    What if the item I received is defective/incorrect?

    If you received a defective or incorrect item, please contact us within 10 days of receipt from the day you received it. Please send us your order number and photographs of the item.

    If a return is approved, the return will be free and also the shipping costs. We will require the item to be sent back, you’ll be able to choose between a full refund or replacement.

    What if the item is still not here?

    If you didn’t receive an item after 30 business days from the day of shipment, please contact us. We will look into your package with China Post for you.

    If we can not find your item after the investigation, you’ll be able to choose between a full refund or replacement.

    When will I receive my fund?

    Once your return item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    What if I haven’t received a refund?

    If you haven’t received a refund for your return yet, please first check your bank account again.

    Then contact your credit card company, it may take some time before your refund is officially posted.

    Next contact your bank. There is often some processing time before a refund is posted.

    If you have done all of the above and you still haven’t received your refund yet, please contact us here.

    Contact Us

    How can I contact you?

    If the above help articles cannot help you, please send us a message here