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We deliver as fast as we can but right now it takes 8-11 business days.


How do I submit a complaint about an item?

Contact us at
Never send items in return before you have contacted us. We process all complaints separately.

How do I return an item about which I want to submit a complaint?

Returns due to a complaint are free for customers.

Contact to receive a prepaid shipping label. Make sure the items are carefully packed – you are responsible for them until we receive them. Remember to fill out and include the return form. Drop off the parcel at your nearest FedEx service location. Never send items in return before you have contacted us.

How long does it take to process a complaint?

We receive the parcel from FedEx within 2-5 days from when you dropped it off. Then it will take 1-2 days before the refund is made via Klarna.

How do I know if you have received the item I am returning due to a complaint?

If you use the prepaid shipping label, you will receive shipping confirmation from FedEx. After that, we will receive the parcel within 2-5 days.

When will I get my refund for a return due to a complaint?

Klarna will process your refund within 3-7 days from dropping off the parcel at the delivery point.


The Purchasing Act's rules applies on your purchases

You have, according to the Purchasing Act, a 24-month warranty on all goods, which means that you can either get the item repaired, exchanged, the money back or a price reduction, depending on the specific situation. Errors and defects in a product must be informed within a "reasonable time" after you discover the defect. A 2-month notice period is considered reasonable. According to Brittish law you may be refunded up to 6 months from receipt of package.

Never return items until you have been in contact with Customer Care;
If we consider the goods should be returned, Panduro will pay the return freight. Always contact Customer Care for a prepaid and preprinted address label.
Pack the goods properly - you bear the responsibility until we receive them. Remember to enclosed a copy of the return form.

Information of different complaints opportunities

If you as a consumer want to complain about your purchase, contact If we are unable to find a solution, you can file a complaint with:
UK complaint portal here;

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