FAQ

Shipping

• 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.

  During sale periods and Christmas the delivery time may be longer than usual.

• 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 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.

Availability

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

  Consult our list of Panama Jack exclusive stores or send us an e-mail to friends@panamajack.es indicating your address and we will provide you with the list of partner stores nearest you.

Order and Payment

• To which countries do we ship?

  Currently our online store ships to next countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland and United Kingdom.

   

• What forms of payment I can use?

  We currently accept the following payment methods: Visa Credit, Visa Debit, MasterCard 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 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)
  Spain

  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: friends@panamajack.es
  
  
  

• What is the time frame to make a return?

  If you need to return a product, you can do so within 100 working days from the date of receipt of order.

  Please take into account we can only accept returns from articles that are returned in its original condition.

• Is there a cost for an exchange or refund?

  Returns are free of cost.

• 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.

• I have a problem with my Panama Jack footwear. What should I do?

  If the footwear was bought at our online store panamajack.es you can write us an email 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.

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

  You can contact us by sending an email to friends@panamajack.es 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.

• 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.