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Frequently Asked Questions
Ordering
Can I change/add to my order?
No, it is not possible to make changes online. But contact Customer Care and we will try to solve your request.
Payment
How do I pay?
Together with Klarna Bank we offer payment by card, VISA/MasterCard, (Bank Transfer). The payment is made directly to Klarna.
Delivery
What delivery methods do you offer and what do they cost?
Delivery is to your home via FedEx. Carrier charge is £6,00. Free delivery on orders over £60 including VAT.
Where is my parcel?
Track your order
Your order confirmation has a button you can click to track your parcel.
We send a new email when your parcel leaves our warehouse. The email includes a link you can use to track your parcel.
How do I know when you have sent my parcel?
We will send you an email when your parcel leaves our warehouse. The email includes a link you can use to track your parcel.
Track your order
Invoice
Where is my invoice?
Your invoice is sent to you via email directly from Klarna. If you have not received the invoice, or if you have any other invoice-related questions, you can visit Klarna’s website or download their app to see your invoice there.
You can also contact Klarna’s customer service.
Withdrawal rights/Open purchase/Returns
How long do returns take?
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 return an item?
Include the return form and packing slip in the parcel together with the item you want to return. You are welcome to use the same packaging in which your order arrived.
Drop off your return shipment at your nearest FedEx location.
When your return has reached us, Klarna will adjust your invoice.
Does it cost anything to make a return?
Yes, you must pay for return shipping.
Complaint
How do I submit a complaint about an item?
Contact us at customercare@panduro.com.
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?
Use the prepaid shipping label. Make sure the items are carefully packed – you are responsible for them until we receive them. Remember to include a copy of the packing slip and return form. Drop off the parcel at your nearest FedEx service location.
Returns due to a complaint are free for customers.
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.