DELIVERY AND RETURNS

 

How long will it take me to get my order?

We will prepare and ship your PANAFRICA within 24 hours after your order! (Excluding weekends and holidays). You'll then receive your package within 3 to 5 working days. 

How do I track my orders of PANAFRICA?

You will be notified by email as soon as your order is shipped along with your package tracking number. 

Are shipping costs free?

Shipping costs will be free in Europe if your order is more than 99€ (except during periods of sales). Deliveries in collection points via Mondial Relay (6 to 8 days of delivery) are offered in metropolitan France, Belgium, Luxembourg and Spain.

What are your delivery charges?

Home delivery via Colissimo (delivery in 3 or 4 working days in France Metropolitan) is at your charge. The delivery in Europe and Outre-Mer is handled by DHL (delivery in 3 to 10 working days). The shipping charges are as follows :

France – 7€ tax included

European (EU) - 12 € tax included

European (outside EU) – 15€ tax included

Outre-Mer – 20€ tax included

United States, Canada – FREE

Africa – 30€ tax included

Central America and Asia – 24.5€ tax included

South America and Oceania – 30€ tax included

The shipping charges with DPD predict delivery costs 5,5€ in France metropolitan (in 3 to 4 working days).

For Spain, Italy, Portugal, Luxembourg, Germany and United Kingdom, the shipping via Mondial Relay (in 6 to 8 working days) is delivered at home. The shipping costs are 12€ tax included.

What are the conditions of returning my PANAFRICA?

We accept returns within 30 days from the date of receipt of your order and especially the shipping costs which will be offered to you (please see conditions in paragraph How to pack my PANAFRICA?) 

How to pack my PANAFRICA as return?

  1.           The shoes must not have been worn.
  2.           You put your PANAFRICA shoes in to the shoe box received.
  3.           You will then need to put both your PANAFRICA and the shoe box into another package where you stick the posted ticket on. 

How do I make a return request?

You will first need to submit your return request by visiting your account on our website. Then you will only have to follow the following steps:

  1.           Access your order history from your account.
  2.           Select the order concerning Product to be returned.
  3.           Select the product(s) to be returned by ticking the box next to their names.
  4.           Add an explication if it’s possible so that we can understand the reason of your return (inappropriate size, hasty decision of your order)
  5.           Generate and print the return application pdf and attach it inside your return package.
  6.           If you live in France, you will receive by email a return ticket to print and stick it on your return package. If you live abroad, the return cost will be at your charge. (Please see paragraph “Are the return fees free?”)

Then all you have to do next is to drop the package in a post office!

How to make a return request if I used an Instant check-out?

It is necessary to have an account associated with his your order to make a return request. This is why that it is important NOT TO CREATE ACCOUNT WITHOUT FOLLOWING THE APPROACH INDICATED BELOW. If you have used an Instant check-out, you will need to do the following:

  1.           In your order confirmation email, click on the “Guest tracking” at the bottom of the website;
  2.           In the return page, indicate the email address that you used to validate your order;
  3.           In “My account” section, create a password in “For more benefits” space;
  4.           In paragraph “My order history”, click the bottom “details” that correspond to your order;
  5.           Select the product(s) to return by ticking the case near to their names;
  6.           Add an explanation so that we can understand the reason of your return (inappropriate size, stunning access at the time of order)
  7.           Generate and print the pdf of return request and then put it inside your return package;
  8.           If you live in France, you will receive an email with a return slip to print and paste it on your return package. If you live abroad, the return cost will be at your charge. (See paragraph “Are the return fees free?”)

Are the return fees free?

In France:

We offer you shipping costs for returns to France Metropolitan (excluding promotional periods, sales and Christmas period) via Mondial Relay. In case of a return request on a model already exchanged, the return cost will be at your charge.

Once the return request has been issued from our website (see previous paragraph), we will send you within 3 days (excluding weekends and holidays) a return ticket to be printed and pasted on the return package depositing it Mondial Relay pick up point.

In Canada and United States of America:

Returns are FREE. You'll find the return ticket within your package. Just use it so send us back your pair at our charge. 

Outside of France:

For other countries, the return cost are at your charge. The package needs to be send to the following address:

À l’attention de PANAFRICA

CENTRE LOGISTIQUE DE DISTRIBUTION

ALPESPACE

1223 VOIE CHRISTOPHE COLOMB

73800 FRANCIN

France

Is it possible to exchange my PANAFRICA ?

We do not carry out standard exchanges for orders placed on our e-shop. We will edit you a credit note upon receipt of your return or we refund the costs. You can then proceed with a new order and choose the right size and / or the item of your dreams.

Once we have received and checked that the shoes are under good condition, we will proceed the refund procedure for you. For the return please follow the above procedure.

In case of a shortcoming detected send us a message and photos of the item at service-client@panafrica-store.com.

How do I apply for a refund?

You will need to submit a return request from “My account” section of our website (see How to make a return request?). In the “Explanation” field, indicate your wish to make a refund. 

Once we have received and checked that the shoes are under good condition, we will proceed the refund procedure for you. The refund will be made by the same payment method as the one you used for the initial transaction. 

Only the cost inclusive of the purchased product(s) will be refunded (the shipping costs will not be refunded).

How do I use my Gift Card ?

When you will buy the gift card you will be able to plan the shipping via email. You will also be able to download a pdf format.

The printing is at your charge.

The gift card covers all our catalogue including promotional items. You will be able to use all the amount or partially.

The gift card is available during 6months starting the day you bought it. The expiring date will be mentioned on the giftcard printing.

The gift card is refundable within 30 days starting from the day you bought it. The refund will be made by the same payment method as the one you used for the initial transaction.