We will endeavour to respond as quickly as possible, however, if you require a prompt response, you may contact us at 00800–74636499 (toll free number), Mon - Sat: 08:00 - 17:00.
HOW TO RETURN
- RETURN VIA POST
Place the item(s) you would like to return in the shipping box. Stick the return label that you received with your order on the parcel and make sure to remove or cover the original delivery label. If you’re missing the return label, our Customer Service will be happy to assist you.
In case the parcel was delivered with UPS, please deposit your return in a UPS Access Point or check UPS.com to arrange a home pick up at your convenience.
To ensure the parcel safely reaches us, we recommend that if offered, ask for a proof of postage. Please remember responsibility for the return is yours until the parcel reaches us. You will receive an email notification once we have processed your return shipment. You will receive the refund in the same payment method used for the purchase within 10-14 days, depending on your bank.
Your online order may be returned within 60 days of receipt without having to give any reason or to inform us.
Panties, boxers and briefs can only be returned if unopened in original packaging, unworn and in the same condition as delivered, with all tags attached.
Swimwear and perfumes may not be returned unless in original sealed wrapping.
Returned products must be returned in the same condition as they were sent – and must have their original label. We will not accept or refund incomplete returns or products that have been worn or washed.
If the products have deteriorated due to a more extensive use, we reserve the right to send the product back to the shipper.
Products purchased online cannot be returned to Pandasmooth stores in your local area and vice versa.
Make sure that you do not have returns from multiple orders in one parcel to ensure that you get your refund as quickly as possible. Each order you would like to return has to be packed separately, for a fast and smooth return processing.
Please also check your legal rights for returning goods in our Terms & Conditions.
If you withdraw from your order as per the instructions here, we will reimburse to you all payments received from you, including the costs of standard delivery and eventual administration fees, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to return products. We may however withhold reimbursement until we have received the products back or until you have supplied evidence of having sent back the products, whichever is the earliest. Once your returned products have been checked and inspected at our warehouse, you will receive a refund e-mail notification. Your refund will be paid back to the same card/account that was used to place the order.
Refunds usually take up to 8-10 working days to appear on your statement, after you have received your return confirmation e-mail. The length of time depends solely on your card company’s policies. You can always check your refund status on your online account or by contacting your card issuer.
Credit for gift returns will be issued to the original purchaser.
You will be refunded the shipping cost in full if the entire order is returned.
Partial returns will not have the shipping costs refunded unless the items are returned due to a manufacturing defect or shipping error.
If this is the case the refund of the shipping costs will reflect the percentage of items returned (i.e. If one out of three items is returned, only 1/3 of the shipping cost is refunded).
In order to get a full refund it's important that we receive the goods in the same state in which they were received. The returned product has to be complete, unworn, unwashed and with all the product labels intact.
We currently do not have an exchange service.
You can return any product that you are not fully satisfied with.
As soon as your returned parcel reaches our warehouse, an e-mail notification will be triggered and your refund will be issued.
If you would like another product, color or size, please place a new order