FAQ
Shipment
Do you have free shipping?
Yes, we have free standard shipping for some countries with a minimum order calculated net of shipping costs. For Italy and for the rest of the EU countries the amount is €180.00. For countries outside the EU, at the moment we do not offer free shipping.
What are the standard shipping times?
The average standard delivery times expected vary from 3 working days for Italy up to 7 days for other destinations.
Where can I find information on my shipment?
Shipping information is available via the link included in the shipping confirmation email.
Payment
How can I pay for my order?
We accept major credit/debit cards, digital wallets and some local services based on the country of destination. We rely on an external provider that offers the best level of technology and security to guarantee you simple and safe purchases.
Do you accept the cash on delivery?
No, we are currently unable to offer this service. We invite you to contact us for more information or to find authorized retailers closest to you.
I can't complete the payment, can you help me?
If at the moment it is not possible to complete your payment you can try an alternative method or make a new attempt with a new device or a new session on your browser. If you need further support or assistance use the Contact Form.
Orders
Can I cancel my order?
Yes, you can cancel your order if it has not yet been processed. In case of cancellation, the refund will be made on the same payment method used during the payment phase.
Can I change my order?
It is not possible to make changes or additions to the order after the payment has been completed. Always carefully check the sizes, colours, prices and quantities during the checkout phase in order to reduce the possibility of errors and avoid subsequent refund times.
What is the processing time for my order?
Orders placed on work days before 12.00 CET require an average of 24 hours for processing. Orders placed on holidays will be handled starting on the next work day. During promotional or busy periods, slowdowns caused by large volumes are possible.
Returns & Refunds
How do I request a return?
Return requests are disciplined by the Terms of Sale posted on the site: please read them carefully before proceeding. You can enter your request through https://return.panchic.com/, entering your order code, the email address you used for the purchase and the reason for the return. Once done, you will receive a confirmation email (check your Spam Box!). Kindly note that you can only submit a return request within 14 days of receiving your order.
Can I exchange size or exchange purchase?
Do you want to return an item for an exchange for a different size or color instead of a refund? For any doubts, consult our Sizechart or write to us directly at crm@panchic.com
How do I know when my return has been received?
To make your return, we always recommend that you use a tracked shipping service. As soon as our logistics accept the return you will be notified by email.
Care
Can I wash my Panchic footwear in the washing machine?
Unlike your jeans or t-shirts, your Panchic footwear cannot be machine washed. Carefully read the care tips for your shoes in the "Easy to Care" section.
Can I use my Panchic footwear in the rain or snow?
Panchic shoes are not technical footwear and are therefore not suitable for extreme weather or climatic conditions such as heavy rain or snow. In case they accidentally come into contact with it, you can proceed with cleaning and drying as indicated in our "Easy to Care" section.
Do you provide original replacement laces?
Our genuine laces are not available as replacements either through retailers or through our site. You can purchase new laces in specialized stores.