FAQ
Shipping
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Are there shipping costs?
Standard shipping is free.
For Express service the shipping cost is €10 to Peninsula and Balearic Islands
For orders that just include maintenance products the shipping costs is 2,90€.
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What is the estimated time of delivery for orders?
Standard Delivery takes from 1 to 3 working days from the time the order is placed (3 to 5 for Balearic Islands), as long as it is placed from Monday to Friday before 11:59 AM (GMT +1). If made after the indicated times, the period will run from the next working day.
During sale periods and Christmas the delivery time may be longer than usual.
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How I can track my order?
Simply follow the link "Trace shipment" of your confirmation order. You can also contact UPS, this is their contact information:
UPS Monday to Friday 08:00 a 20:00 Saturdays: 09:00 a 14:00 Tel.: +34 91 745 64 00
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To which countries do you deliver?
We deliver to Germany, Austria, Netherlands, Czech Republic, France, Italy, United Kingdom, Finland, Denmark, Belgium, Hungary, Poland and Portugal.
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Can I receive my order at a different address other than my home address?
Yes, we can send your order to your work address or to a friend, relative or neighbour of your choice. Just indicate the desired delivery address, the name of the company if required (in the 'Surname' or 'Address' fields), and full name of the person who will sign upon delivery of the package.
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What happens if I am not at the delivery address when my package is delivered?
If you are not at home to sign for a delivery, the courier will contact you to arrange a new date for delivery or how to pick it up from one of the courier´s offices.
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What do I need in order to pick up a package at a UPS Access Point?
If you have selected shipping to a UPS Access Point as the delivery method, please take into account you will need to take with you an ID or similar with which you will be able to prove your identity, in order to be able to pick-up the package.
Availability
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How I can find a Panama Jack shop or retailer in my city?
Please check Panama Jack Authorised Retailers to find your nearest store.
Order and Payment
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How can I be sure my purchase has been successful?
After completing the checkout, you will be able to see a message indicating the purchase has been successful. Besides, we will send you a confirmation of your purchase to the email address indicated during the process.
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Which payment methods can I use?
You can rest assured that your personal and payment data are safe with us, we use SSL encryption and do not store your payment data. -
What should I do when the payment of my order has been rejected?
If your payment is rejected, you can click on the "Retry" option. Double check your credit card details and reprocess the payment.
You also have the opportunity to choose another payment method or contact our Customer Service. For more information on the reasons for payment refusal, please contact your credit card service provider.
Returns and cancellations
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How can I return my order?
It is an easy and free process. Visit www.panamajack.es/en/returns and write your email and your order number (you can find it on the confirmation of your purchase). You will receive a confirmation email of the return.
IMPORTANT: We can only admit returns of items that are in perfect condition. Please try the items on as if you were in a shop. Treat them with care without overdoing the walking and without removing any label or accessory.
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What is the time frame to make a return?
You can do so within 30 from the date of receipt of order.
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Is there a cost for a return?
Returns are free of cost.
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Can I change my order?
You can make a return and process a new order as we have no exchange service.
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When will I receive my refund?
We will refund an amount equal to the purchase price using the same method of payment within a maximum of 3-4 working days from the date we receive the package.
You will receive a confirmation per email as soon as we process your refund.
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I have a problem with my Panama Jack footwear. What should I do?
If the footwear was bought at our online store you can write to our Customer Care service in order to review your case. If they were bought in a store please contact them who will be able to help you attending to their policies.
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How can I cancel or modify my order?
As long as your order has not been shipped, it is possible to cancel and modify the order from the link of "Modify your order" tha you can see at your confirmation order email.
Cleaning and Maintenance
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How can I clean and maintain my Panama Jacks?
Your Panama Jacks need to be cleaned and cared for according to the leather they’re made of. If your Panama Jacks are made of more than one kind of leather, clean each one following the specific recommendations. Visit our care and cleaning page to find out how to look after yours.
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Do I have to apply Waterproof Spray to my boots?
It is not essential, as the boots are ready to use, but if you apply a colourless waterproof spray, it will reinforce the protection against water and stains.
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What happens when I put cream or grease on my Panama Jacks?
We recommend applying cream or grease when, due to wear, the leather of your Panama Jacks has lost colour or looks dry. To ensure that your footwear remains the same colour all over, apply the cream or grease evenly in small amounts over the whole surface of the leather.
When using colourless nourishing cream or grease, the tone of the leather might change. Click on this link to find out how to apply cream or grease to your leather boots.
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