DELIVERY, RETURNS, and EXCHANGES

What are the shipping delays of PANAFRICA orders?
We will prepare and ship your PANAFRICA within 24 hours! (Excluding weekends and holidays)

How do I track my orders of PANAFRICA?
You will be notified by email as soon as your PANAFRICA 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 and abroad.

What are the costs of home delivery?
Home delivery via Colissimo (delivery in less than 72 hours in France Metropolitan) is at your charge. The delivery outside Europe are done by DHL. The price can evolve according to the volume of the order. The shipping charges are as follows:
France – 6€ tax included
European Union – 12€ tax included
European countries outside the European Union – 15€ tax included
Outre-Mer – 20€ tax included
United States, Canada – 18€ tax included (amount for 1 pair of shoes)
Africa – 23€ tax included (amount for 1 pair of shoes)
Central America – 18€ tax included (amount for 1 pair of shoes)
South America, Oceania and Asia – 23€ tax included (amount for 1 pair of shoes)

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?

  • The shoes must not have been worn.
  • You put your PANAFRICA shoes in to the shoe box received.
  • 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) AND please specify if you prefer an exchange or a refund.
  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) AND specify your wish to make an exchange or a refund;
  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 Colissimo. 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 in a post office.
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

How do I proceed an exchange?
It is possible to exchange your PANAFRICA with another model of the same value, without additional costs and subject to the limit of available stocks, within 30 days of receipt of your order. If it’s already beyond a first exchange request, the shipping costs will be at your charge.
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 an exchange with the name and the size of the model you would like to change. You can also send us an email at service-client@panafrica-store.com by specifying the same information requested.
Once we have received and checked the good state of your products, we will send you your exchanged model of PANAFRICA via Mondial Relay. A confirmation email with the tracking code will be sent to you.
The shipping cost are offered by PANAFRICA via Mondial Relay.

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).