FAQ

Shipping

• Are there shipping costs?

  The Standard delivery shipping and delivery to a pick-up point with UPSis 15 GBP.

  Shipping costs are not refundable in case of return

  The Express delivery is 35 GBP. 

   

   

   

• What is the estimated time of delivery for orders?

  Standard Delivery takes from 3 to 4 working days from the time the order is placed, as long as it is placed from Monday to Friday before 11:59 hr (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.

• How I can track my orders?

  Simply follow the link "Trace shipment" of your confirmation order.

   

• 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 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.

• 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

• How I can find a shop or a Panama Jack distributor in my city?

  Please check Panama Jack Authorised Retailers to find your nearest store. 

Order and Payment

• 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. 

• What forms of payment I can use?

  We currently accept the following payment methods: Visa, MasterCard, American Express and Paypal.

• 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

• How can I return my order?

  It is an easy process. You will need to register your return request on our website at next link; you will only need your order number (the number you can find on the confirmation order) and your email address.

  We can only admit items for returns that are in perfect condition. Please try the items on as if you were in a shop and treat them with care without overdoing the walking and without removing any label or accessory.  

• What is the time frame to make a return?

  If you need to return a product, you can do so within 60 working days from the date of receipt of order.

  Please take into account we only accept returns from articles that have not been worn and are returned in its original condition. 

• Is there a cost for a return?

  It is totally free.

• Can I change my order?

  You can make a return and settle a new order. We don´t have exchange service. 

• When will I receive my refund?

  If you are returning a product, we will refund using the same method of payment an amount equal to the purchase price within a maximum of 3-4 working days from the date we receive the package.

   

   

• 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 us an email to Customer 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.

• How can I cancel my order if I do not want to receive it?

  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

• 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.

• 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.

• 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.

  When using colourless nourishing cream or grease, the tone of the leather might change, giving your Panama Jacks extra character.

  Before

  After

   

  Click on this link to find out more about how to apply cream or grease to your leather boots.