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Shipping & Returns

F.A.Q'S

 

Please allow an extra 24-48 hours dispatch time of all orders during Seasonal Sales and our annual Black Friday Period.

 

How can I place an order?

Find the product(s) you want to purchase on our website

Select the size and colour you require then select ‘add to basket’

Once you’ve added all of the items you want to your basket, select checkout option. This is located at the top right-hand side of the website page.

You will need to input your shipping & billing details or any promotional codes you may have. Review your order to ensure all items & details are correct  Next, press ‘place order’                                                                                                                                                    

You will then receive an order confirmation via email to the email address provided at the time of ordering. You will then be notified when your item has been despatched/ fulfilled.

 

Where is my order?

My items been fulfilled or shipped yet?

In the unlikely circumstance, we’d be unable to fulfil your order for whatever reason, an email will be sent to your address to notify why we haven't shipped/fulfilled your order. Please check your email to see if you have received any notifications from us. If you haven't received any information please contact us support@panovalondon.co.uk  and we will get back to you as soon as possible.  

 

Delivery

Shipping UK & Europe

We aim to despatch your item within 24-72 hours. After you have received your confirmation email your item should be delivered within 1-2 weeks. Please give an extra 5 working days before sending an inquiry if your parcel hasn't been delivered within this time. 

Orders will not be shipped out on holidays, they will be shipped the following business day.

Shipping International

Your shipment may take a little longer when going through customs, depending on your country’s policies. We do not control customs fees or policies and our shipping does not cover these fees. 

Delivery when using this service can take up to 2-4weeks. If your order has not arrived within the time frame, please email support@panovalondon.co.uk  and we will help to resolve this immediately.

Tracked and Signed - some countries are not available for tracked and signed shipping, these items can only be tracked until it leaves the UK. However, your item will need a signature on delivery confirmation.

 

Only received only 1 item?

Since every order is custom made and we have a large assortment of products that are not all stocked in house, when you order multiple items at a time, they may be shipped separately from our different warehouses. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way. 

 

Where is your company based?

We are based in the United Kingdom, however as we have multiple sorting centres from around the world not all products will be shipping from our UK warehouse. This allows us to offer our products at a much more affordable price.

 

Customs

In the circumstance that taxes, tariffs or a handling cost are required, it will be your responsibility to make payment prior to receiving the goods. Please note, if payment is not made for whatever reason, your order will be returned to Panova London and a shipping handling fee will be deducted from your refund.

 

 

Returns

Our policy lasts 28 days. if 28 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. it must also be in the original packaging.

Additional non-returnable items:
gift cards

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return 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.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, 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’ve done all of this and you still have not received your refund yet, please contact us at support@panovalondon.co.uk 


Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.  

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@panovalondon.co.uk  

You will be responsible for paying for your own shipping costs for returning your item. shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please Note: International orders may be subject to vat, customs, and international handling fees; these responsibilities will not be handled by Panova London

  

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How long does it take for an order to arrive?

1-2 Weeks for UK and EU Delivery 

2-4 Weeks for ROW Delivery 

 

due to large demand and custom orders. Shipping Delays: Our shipping partners do their best to ensure you receive your package on time, however occasional delays do occur especially during seasonal sales and around the Christmas period.  Panova London cannot be held responsible for delays caused by unforeseen or uncontrollable events such as: adverse weather conditions, mechanical problems, incorrect address and/or driver error.

 

How Can I Track My Order?

You can track your order using the link below. Please note : It may take 48-72 hours for your tracking to update on our system, please don't worry if your tracking is not available the day you order. This will update over the next few working days as your parcel is processed through the system. Please allow an extra 2-3 working days during seasonal sales and busy periods.

 

Track My Order  -

https://www.17track.net/en  or  http://parcelsapp.com/en/tracking

 

What payment methods do you accept?

We accept all major credit and debit cards through the Stripe powered Shopify Payment system. We also accept PayPal as well. No checks are accepting.

 

I have only received 1 of my items when i ordered 2 or more?

Since every order is custom made and we have a large assortment of products that are not all stocked in house, when you order multiple items at a time, they may be shipped separately from our different warehouses. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way.  This enables us to have a completely FREE shipping option available for you.

 

I haven't received my Tracking info?

Your Tracking number will be sent via your original contact email, please allow 48-72 hours before sending an enquiry to support@panovalondon.co.uk  . Once you have received your tracking info you'll be able to Track your order here - 

https://www.17track.net/en   or http://parcelsapp.com/en/tracking

 

RETURNS & EXCHANGES

What is the return policy?

If you want to return your item for a refund you may do so within 30 days after receiving your item. For personalised items due to their custom nature, we cannot accept returns/replacement. We do not refund shipping cost. Return shipping is to be paid by the Buyer. 

Note: We will not refund or replace returned items without labels/tags and the original packaging. Clothing should be in perfect condition (no wear and tear, wrinkles, stains, or smell). We will only refund or exchange items with manufacturer defects or damages provided they are reported to customer service within 3 days from the date of delivery and you provide a photo evidence of the damaged item. Product specification error made by buyer (e.g. size, color, design etc.) is ineligible for refund, however we will offer to exchange with similar product or a different product with same store price in case of unavailability. If the item cost is less your original purchase, we will refund you the difference. Non-defective products must be reported within 7 days upon acceptance of delivery. Free gifts or promotional items are non-returnable and non-refundable.

* SALE items are non refundable, these items can be exchanged for another product or store credit.

If you would like to exchange and/or refund please return back the item at our Return Mailing Address. Please email our support for further details at

support@panovalondon.co.uk 

How do I return an item?

Please email us support@panovalondon.co.uk  with an email Subject: Item Return or Item Exchange

Provide a tracking number / order number so we could process the refund.

If you have a question about your return, contact us at

support@panovalondon.co.uk We will answer back within 1 business day.

Returns Policy 
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

Additional non-returnable items: 
- Gift cards 
- Downloadable software products 
- Some health and personal care items 
- Sale/clearance items
To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted (if applicable) 
- Book with obvious signs of use 
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Refunds (if applicable) 
Once your return 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. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, 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. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Sale items

Sale/Clearance items are none refundable. You can exchange your item for another size or store credit. 


Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Cancel Order (if applicable) 

If you change your mind after placing an order, you have a 3-hour window to cancel it by sending an email to our support team at support@panovalondon.co.uk. Please notify us within this timeframe to be eligible for cancellation.

If more than 3 hours have elapsed, unfortunately, we won't be able to cancel your order, and you will need to follow our returns procedure.


Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.