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PANGAIA (EU)

If your payment failed but you were still charged, it may be that your bank has taken the funds as a pre-authorization and the money will bounce back to your account.As we don&apos;t have visibility of this, we recommend contacting your bank directly if the funds don&apos;t bounce back.If you are still having issues, please provide the following information so we can assist you further:<ul><li style="font-size: 16px;">Email address that was used for the attempted purchase</li><li style="font-size: 16px;">Last four digits of the card used for the attempted purchase</li><li style="font-size: 16px;">Order amount</li><li style="font-size: 16px;">Time and date of the attempted order</li></ul>

If your payment failed but you were still charged, it may be that your bank has taken the funds as a pre-authorization and the money will bounce back to your account.

As we don't have visibility of this, we recommend contacting your bank directly if the funds don't bounce back.

If you are still having issues, please provide the following information so we can assist you further:

Email address that was used for the attempted purchase
Last four digits of the card used for the attempted purchase
Order amount
Time and date of the attempted order

My payment failed, but I was still charged. What should I do?

Payments

Where's my order?

My order is showing as 'unfulfilled,' is there a problem?

My order is showing as delivered, but I haven't received it. What should I do?

PANGAIA Protect

I didn't receive an order confirmation, what should I do?

I received the wrong tracking number for my order, what should I do?

Courier attempted to deliver, but I was not at home. What should I do?

I received a faulty item, what should I do?

An item is missing from my order, what should I do?

I received the wrong item, what should I do?

My parcel arrived damaged, what should I do?

Can I cancel my order?

Can I make amendments to my order?

Can I combine the shipping of my orders?

Orders

How do I return my order?

What's your returns policy?

Fair Returns Policy

Can I return my order from a different country?

Have you received my returned items?

Will I have to pay for my return?

Can I exchange my order?

The size I need to exchange for is not available. Can I still exchange?

How can I track my return?

Can I combine items from several orders into one return parcel?

Can I claim my taxes and duties back if I return my order?

Will you refund my shipping fees if I make a return?

I returned my order, why haven't I been refunded yet?

I accidentally refunded to a gift card instead of the original payment method, can I change this?

My refund is incorrect, what should I do?

Can I receive my refund into a different bank account?

Can I return a Gift Card?

Returns & Refunds

How long will shipping take and cost?

Do you offer express shipping?

Where do you ship to?

Where do you ship from?

What couriers do you use?

Can I redirect my order to a different shipping address?

Can you deliver to a P.O. Box address?

I need an invoice for my order to ship. How can I get this?

Courier has requested additional information from me before they can deliver my parcel. What should I do?

Are customs and duties included for orders shipping to the EU?

Are customs and duties included for orders shipping outside the EU?

Can I refuse to pay the customs and duties I am being charged?

Why I am charged Sales Tax?

Shipping & Duties

What payment methods do you accept?

What currencies can I use to pay?

Do you offer Klarna?

How can I pay for my order using Klarna?

I have paid with Klarna— how do returns work?

Do you offer Clearpay?

How can I pay for my order using Clearpay?

I have paid with Clearpay - how do returns work?

What happens if I can’t pay an Clearpay installment?

Do you offer Afterpay?

How can I pay for my order using Afterpay?

I have paid with Afterpay - how do returns work?

What happens if I can’t pay an Afterpay instalment?

Do you sell gift cards?

Do you offer gift receipts?

Do you offer discounts?

My payment was declined, what should I do?

I was charged an international transaction fee when placing an order, why is this?

What's the difference between your tracksuit fabrics?

What are your 365 Heavyweight (formerly named Signature) fabrics?

Your products are often sold out, when will you restock?

Where are your products made?

Is your packaging sustainable and recyclable?

Will you expand your product range in the future?

How do you decide the pricing for your products?

Dyes & the dyeing process

Organic Cotton

FLWRDWN™

PPRMINT™

C-Fiber™

Do you have a size guide for your clothing?

Do you have a size guide for your sneakers?

Will you offer a wider size range in the future?

Products

What is the PANGAIA Inner Circle?

How do I join the PANGAIA Inner Circle?

Is it free to join the PANGAIA Inner Circle?

How do I collect points?

How do I see my points?

When do points get added?

Will I lose my points if I make a return?

Will I lose my voucher if I make a return?

I have multiple email addresses - Can I combine them into one account?

Can I redeem my points?

Can I collect points in stores?

Will my points expire?

Why didn't I earn points on my purchase?

There's an issue with my points, what should I do?

PANGAIA Inner Circle

Who is PANGAIA?

How do I place an order?

How can I contact PANGAIA?

I'm interested in a career at PANGAIA, where can I apply?

I'm an influencer, how can I collaborate with you?

General

Stores?

Stores

My payment failed, but I was still charged. What should I do?Updated 9 months ago