Can I only place an order online?
No. You can also call us on +34 96 558 36 35 or send an email to firstname.lastname@example.org and it will be a pleasure for us to take your order.
Can I order models that are not listed on the web?
You can contact us by sending us an e-mail to email@example.com or call us on 34 96 568 36 35 and we will try our best to send you the model that you are looking for.
It is possible that we may be temporarily out of stock but we will let you know as soon as it becomes available again. In addition we can provide you with information regarding stores closest to you that have the product in stock.
How I can find a shop or a Panama Jack distributor in my city?
How can I be sure my purchase has been successful?
When you complete the checkout process you will receive a confirmation message sent to the e-mail address you provided in which you will be able to view all your order details. If you have questions you can contact us by sending an e-mail to firstname.lastname@example.org or call us on 34 96 568 36 35.
What forms of payment I can use?
We currently accept the following payment methods: Visa Credit, Visa Debit, MasterCard and Paypal.
Are there shipping costs?
Shipping cost depends on the number of pairs purchased and the ship to country. You can check the shipping cost of your order during the checkout process.
What is the estimated time of delivery for orders?
Estimated time of arrival is from the time the order is placed, as long as it is made before 12.00 h Monday through Friday. If made after the indicated times, the period shall run from the next business day.
What shipping couriers are used?
Shipments to Peninsular Spain and Balearic Islands are made with SEUR.
International shipments are made via UPS.
How I can track my orders?
You can see the status of your order at any time. Simply register on our website and enter the reference number sent to you in the order confirmation email in the "My Orders" section. Please note we are also keep track of your order at all times to liase with the transport agency if necessary.
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.
At the end of the buying process, please 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.
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.
I am trying to pay via Paypal but I am having difficulties. What may be wrong?
If you have problems with payment through Paypal, it may be because your account has not been verified yet. Panama Jack only accepts Paypal payments from verified accounts. You can find information on how to verify your Paypal account here.
What happens if I´m not at the delivery address when my package is delivered?
All deliveries must be signed for.
If you are not at home to sign for a delivery, the courier will leave a notification card with information and instructions on how to arrange a new date for delivery or how to pick it up from one of the courier´s offices.
It is also possible for a friend, neighbour or colleague to sign for the reception of the package at the delivery address.
Exchanges, returns and cancellations
How can I return or exchange my order?
1.-Print the return form. Go to the return section at our Online Store, find your order, print the form and cut it in a half.
2.- Repack the original packaging, introduce the "Return Form" inside the package and seal with tape or similar the "Return Label" on the outside of the package.
3.- Send the package to our head quarters.
Panama Jack S.A.
C/ Arquímedes, 1-3,
03203 Elche (Alicante)
Shipping cost will always be paid by the customer. Panama Jack will not accept COD shipments. We will only accept returns or exchanges of footwear purchased in our online store.
4.- Receive a refund for the return within 3-4working days* with the same payment method you made your purchase, or the exchange for the new size or color within 5-6 business days *
* From the time we receive the package at our Panama Jack Headquarters.
Customer Service: email@example.com
What is the time frame to make an exchange or refund?
If you need to exchange or return a product, you can do so within 365 working days from the date of receipt of order.
Is there a cost for an exchange or refund?
It is totally free for the first exchange or refund.
Panama Jack is not responsible for port fees or the possible retention in customs.
Can I change my order?
You can change your order at any time before completing the payment process. If you need to make changes after the order has been processed, please contact us and we will be happy apply the changes.
When will I receive my refund?
If you are returning a product, we will refund an amount equal to the purchase price within a maximum of 2 working days from the date we receive the package. The refund will be made using the same method of payment that the customer used when making the purchase.
How can I cancel my order if I do not want to receive it?
You can contact us by sending an email to firstname.lastname@example.org or call us on +34 96 568 36 35 and we will refund the amount of your purchase.
Cleaning and Maintenance
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. Do this, and they’ll get you through all kinds of adventures! 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.
What happens when I put cream or grease on my Panama Jacks?
Before putting grease on your Panama Jacks, check what kind of care they need.
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.BeforeAfter
Click on this link to find out more about how to apply cream or grease to your leather boots.
How often should I clean my boots or use grease?
There are many factors influencing how often you will need to clean your leather boots. For example: the weather, how often you wear them, how old they are, where you wear them (city, mountains, etc.). You’ll find more information about how to clean them here.